Aisha Iftikhar

Experienced IT Support and Service Management professional with 6 years of extensive experience in delivering high-quality technical support and managing IT services. Adept at designing, implementing, and optimizing ITSM processes to align with business objectives and industry best practices. Committed to continuous improvement, proactive problem-solving, and maintaining high levels of customer satisfaction.

Proficient in utilizing Qt, C++, and JavaScript within an agile environment, with a strong focus on analyzing business problems and delivering efficient solutions that drive organizational impact.

UNICA Package Consultant

• Lead operations for a telecommunication accounts, providing L4 support for a 24/7 UNICA campaign management system.
• Designing and developing UNICA marketing campaigns to achieve business targets and ensure compliance with best practices.
• Utilize IBM tools like Interact, AppConnect, and Unica, as well as Docker-based middleware, to drive efficient campaign development and deployment.
• Work with technologies such as Docker, Tomcat, and OpenShift to ensure optimal system performance and scalability.
• Developed and executed alert management strategies using Bash and Perl scripting, ensuring proactive incident resolution. Implemented intelligent solutions to streamline and optimize BT operations.
• Provide comprehensive support for Linux-based servers and products, including monitoring, maintenance, and troubleshooting.
• Ensured adherence to development best practices, reviewing solution designs for code quality, scalability, and maintainability.
• Collaborate with cross-functional teams to monitor and manage applications and products, ensuring high availability and performance. 
• Enhancing the middleware architecture by incorporating additional nodes to eliminate a single point of failure and achieve maximum system availability, even in the event of node failure.
• Designed, implemented, and enhanced ITSM components on the ServiceNow platform, including Incident Management, Problem Management, Change Management, and Knowledge Management.
• Demonstrate proficiency in incident management, resolving tickets at various levels and driving continuous improvement initiatives.
• Planning and successful execution of weekly, monthly and priority change activities as part of routine responsibilities.

Bachelor of Information Technology, Quaid-e-Azam University Islamabad September’2014 – October’2018 Major in Software Engineering, coursework included:

1. Machine learning
2. Object-Oriented Programming
3. Information Systems

1. Databases and Operating Systems 
2. Human-Computer Interaction
3. Software Requirements & Quality Management. 

Achievements:

• Secured a scholarship for the duration of 4 years, demonstrating academic excellence. 
• Emerged as the winner in a speed programming competition among 50 students at the HITEC Olympiad 2016.
• Received an excellence award in a speed programming competition, competing against more than 80 students from different universities at the University of Gujrat in 2017.
• Recognized with an excellence award for leadership in various co-curricular activities as a team leader at Quaid-e-Azam University.