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SUNITA PERVEZ

E-mail: sunita@live.com

Phone: +6-018-987654 (UAE: +971 9876543210)

9-A Southern block, Bistari condominium, Jalan 11/16B, Off Jalan Putra, PWTC

Kuala Lumpur, Malaysia 50235

CAREER OBJECTIVE

• Seeking a challenging and responsible position; where my knowledge, talents and skills can be utilized for utmost success and achieving organizational objectives.

• To seek opportunities to learn and implement new techniques and methods and to prove and improve my skills.

• To focus on key performances indexes and perform on an excellent level to grow professionally and personally.

• To excel in all areas of my skills and experience and to become an indispensable asset for any organization I work in.

• I am capable of using my excellent communication skills to attract and retain high profile customers/ clients and a very good team player and motivator

                                                                                                                                     

PERSONAL DETAILS

§  Name:                             Sunita Pervez

• Date of birth:                  December, 3^th 1988
• Gender:                          Female

PROFESSIONAL EXPERIANCE

Position	Company	Year Commenced and Ended	Major Responsibilities
Executive Internet Technical Support (Kuala Lumpur, Malaysia)	Scicom MSC Bhd	April 2013 – Current	1.    To provide excellent Technical Support Service to our off shore Singapore based client, SingTel. 2.    To assist customer with Trouble shooting of home broadband, VoIP and IPTV services 3.    To assist customer over the phone, setting up modems, IPTV set top box and configure IP telephony system. 4.    Assist customers to troubleshoot LAN and WLAN connection.  5.    Medium used to assist customers are over the phone, chat, screen sharing, through Avaya VoIP 6.    To maintain confidentiality of customer sensitive information. 7.    To assist Work Force Management with scheduling of work force to visit customer’s premises for installation or troubleshooting. 8.    Follow appropriate maintenance procedures, work instructions and to ensure that upon completion of the maintenance task it is in compliance with the required requirements; 9.    Perform and carry out duties as instructed/ directed by the supervisor/manager 10.  Handling customer complaints, determining the cause of problem respond the queries 11.  Preparing periodic/adhoc reports and presentation for management 12.  Performed department coordinator responsibilities occasionally while covering the staff in absence  13.  Assisted in department administrative responsibilities like filing, staff database management, minutes of meeting, roster assistance etc.
Executive Mobile Technical Support (Kuala Lumpur, Malaysia)	Scicom MSC Bhd	Sept 2011 – March 2013	1.    Working with customers/employees to identify mobile/device problems and advising on the solution. 2.    On the spot trouble shooting for network connection on variety of devices (Blackberry, iOS, and Android). 3.    Logging and keeping records of customer/employee queries via CRM software 4.    Analyzing call logs so you can spot common trends and underlying problems 5.    Updating self-help documents so customers/employees can try to fix problems themselves 6.    Minimize down time and enhance the availability and reliability of operations 7.    Provide technical assistance as per company standards and policies 8.    Assisted in Department clerical support tasks whenever required. 9.    Follow up action log and KPI reports , provide analysis report. 10.  Assisted management in various meetings(internal and external)
Sales and Marketing Officer (Abbottabad, Pakistan)	Web Maestros (Abbottabad, Pakistan)	Jan 2008 – March 2009	1.    Work with Sale team to explore markets 2.    Directly deal with some customers/companies. 3.    Replying emails and help in inquiry assistance. 4.    Making quotations for the products in terms of web solutions. 5.    Developing Marketing Plan and projection of sales and financial statements. 6.    Contacting prospective customers and maintain their portfolio 7.    Attending meetings and appointments with clients 8.    Provide services and assistance in person and on phone 9.    Keeping record of orders and send details to the sales office 10.  I have achieved and gained communication skills and problem handling skills.
IT Helpdesk Support Agent	Bach Christian Hospital (Abbottabad Pakistan)	March 2007 to February 2009	1.    Provide accurate and comprehensive solutions to customer problems. 2.    Liaise between technical teams and users  by furnishing the first line support 3.    Respond to questions from all emails and callers. 4.    Provide user support for effective use of IT services. 5.    Management (Answer, log, distribute, and follow-up);of helpdesk call database keeping log of customer calls and record of responses we provide 6.    Also provide technical support when required by troubleshooting the issue. 7.    Also maintaining inventory records of all equipment purchased. 8.    Created network accounts and password for all staff. 9.    Also performed quality assessment on helpdesk calls 10.  Maintain company and client confidentiality 11.  Responsible of reports and filing 12.  Assisted IT Manager as/when required
Web Developer & Support	*Freelance	Sept 2006 to March 2010	1.   Developed websites in a variety of different languages, including PHP, Joomla,          HTML, XML, Wordpress 2.   Set up and maintained SQL database for various clients 3.   Developed graphic solutions including Photoshop 4.   Provided ongoing support / helpdesk for existing clients 5.   Developed webpages for small business companies upon client request 6.   Also provided IT support to small projects for setting up IT system. 7.   Hardcoded all content for website required by client 8.   Debugged and tested upon different internet browsers 9.   Provided client support for maintaining and updating website
IT Support & Community Development Project co-Coordinator	Morning Star Development Trust(Pakistan)	July 2006 to April 2008	1.    Assisted in the launch of a resources center project with one tuition coaching center and one computer coaching center in the community 2.   Designed, developed and maintained project web site 3.   Correspondence and coordinating with stakeholders 4.   Worked as administrator for the project and been recognized as major professional help to the project.

ACADEMIC QUALIFICATION

• Masters in Business Administration (Technology Entrepreneurship)  (2010 – 2011)

            International Business School, University Technology Malaysia - Malaysia

• Bachelors in Computer Engineering- Bs(CE)  (2004 – 2008)

COMSATS Institute of Information Technology-Pakistan

(Reg No: COMP/6011) Pakistan Engineering Council

EXPERTISE

-          Software Development Lifecycle (SDLC)

-          Data communication and Computer networks

-          Designing of digital logic circuits

-          Computer Architecture and Organization

-          Microsoft Windows Server 2003 – Installation, configuration and troubleshooting for Active Directory

-          Develop Business Plans for startup companies.

-          Design Marketing Plans with projections of financial statements.

-          Research methodologies and its statistical analysis using tools such as IBM SPSS Statistics.

-          Operational Project Management – Develop project plans, overall action items and specific deliverables monitors accountabilities and due dates.

-          Total Quality Management

-          Customer service and conflict management

IT Related Skills

Skills	Level
Adobe Flash	Beginner
C, C++ Object Oriented	Intermediate
HTML & CSS	Intermediate
Java	Beginner
PHP (Joomla, Zencart)	Beginner
Operating Systems	Windows 98/NT/2000/XP/Vista/Win 7 & Linux
Photoshop & UI Design	Advanced
MS Office Word	Advanced
MS Office Power Point	Advanced
MS Office Excel	Advanced

PROJECTS

-          A Business Plan (For a Rubber Recycling Company)

A documented startup business plan for a hypothetical company for recycling wasted rubber.

-          An Electronic Nose (An Electronic Sniffing Device)

Platform: MOS Polymer Conducting Sensors, Microcontroller using fuzzy logic.

-          Evolution of Technology in Production of safe cars (Case Study: Honda Acura)

-          Marketing Plan for E-Pay Malaysia

-          Research on factors affecting consumer choices for department stores in Malaysia

Platform: Primary Data Collection and Factor analysis using SPSS

WORKSHOPS & TRAININGS ATTENDED

• Financial Crisis- Issues and Challenges

International Business School, UTM, Malaysia

• Youth and Cultural Peace 08

Organized at Khatmandu by Asian Resource Federation Nepal

• Open Source Software Training

COMSATS – Organized by Pakistan Software Export Board (PSEB)

·         Composite Heritage-A Source of Peace and Harmony 07

Workshop held at Peshawar by CSC.

• National Assembly for Youth 08

Organized at Rawalpindi by CSC Pakistan

• Non Violent Communication Training 07

Organized at Murree by CWS Pakistan

• Open Source- Linux & Fedora

August 6-10, 2007.Workshop held at COMSATS Institute of Information Technology Pakistan

• CCNA training course with CISCO Lab practical

March 5-10, 2007 held at COMSATS Institute of Information Technology & CISCO Lab Islamabad Pakistan

TRAININGS & PRESENTATIONS CONDUCTED

·         CRM software and KB

Presentation of CRM software and Knowledge Base Portal to CEO of Singapore Telecom

·         DSL-Broadband

January 23-24, 2008- Two days tutorial session was conducted as trainer/facilitator for all DSL internet service users of Bach Christian Hospital Qalandarabad.

·         Youth and culture of peace.

         August, 2008- Presentation for South Asia Youth Conference at Nepal

·         Electronic Nose

         Feb 4, 2009 – Final Project Presentation at COMSATS Institute of Information Technology

AWARDS and COMPETENCES

·         “Employ of the Month” in technical helpdesk department of more than 100 employs.

·         Effective presentation and communication skills.

·         Event management

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