Experience

Intercosmetica

• Switzerland
• Personal Care Product Manufacturing
• 1 - 100 Employee

• Information Technology Specialist

  • Aug 2020 - Present

  ● Manage the deployment, maintenance and upgrades of all IT systems, including servers, workstations (pc/mac), software, firewalls, VOIP, mobile devices, printers and other peripherals, resulting in increased operating efficiency by at least 25%. ● Prioritized multiple concurrent IT activities while meeting aggressive deadlines in a fast-paced environment. Adept at building strong relationships with IT Staff, employees, customers, vendors and third-party contractors. ● Install Werma\Smart Monitor to make the manufacturing processes faster, leaner and more efficient. ● Negotiate new printer and cell phone contracts for over $275,000 in cost savings and better service. ● Provide Level 2-3 IT support for 300+ users in multi-site offices and production environments ● Upgraded the firmware on the Cisco Wireless LAN Controller and checked all the wireless access points in the Warehouse to ensure a 100 percent increase in speed and efficiency. ● Utilized Microsoft SCCM to deploy new computers and software resulting in a streamlined more efficient process. Show less



Atlas Financial Holdings, Inc.

• United States
• Insurance
• 1 - 100 Employee

• Desktop Support Specialist

  • Oct 2019 - Aug 2020

  ● Performed all levels of hardware and software systems support for over 200 computers and 15 printers in multiple locations. ● Responsible for exchange, Skype, Active Directory, anti-virus, meeting employee and customer needs 24/7. ● Managed all new install projects for in-house ticketing system, servers, switches, and other network resources. ● Developed and updated documentation, appraising users and administrators of vital information. ● Created user manuals, imaged machines, and provided technical support sessions for new employees. ● Administered and maintained environment security. Involved with administering security alerts to staff and weekly data backups. ● Created proactive procedures for problem preventions and resolutions, interfaced with software developers, analyzed issues, and designed solutions. ● Led help desk team and helped them with anything they couldn’t solve through a very detail oriented process. Show less



NYTWA

• Morocco
• Software Development
• 1 - 100 Employee

• Desktop Support Specialist

  • Jan 2017 - Oct 2019

  ● Closed 60-80 tickets a day on average. ● Closed 95% of trouble tickets on the first call without escalation. ● Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more. ● Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue. ● Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations. ● Enhanced MS-Access databases by improving user interface, introducing multiple-user access, and increasing security and stability. ● Fulfilled company needs along with providing customer service in a high call volume using ServiceNow. ● Monitored and provided front-line support of daily processes. ● Monitored and tested storage strategies and disaster-recovery plan and delivered recovery performance and high availability solutions. ● Enhanced users' understanding of database systems by conducting pre-implementation workshops, delivering group and individual training sessions and creating user-friendly training materials. Show less



Worldtech

• Pakistan
• Design
• 1 - 100 Employee

• Desktop Support Intern

  • Aug 2014 - Jan 2017

  ● Maintained an app for the company to make an efficient experience for end users. ● Responsible for estimating project finish date. ● Assigned weekly tasks that were to be submitted in a timely manner. ● Teamed up with senior developers to gain more experience with IOS development. ● Enhanced tables, entities, and reports that were instrumental to the success of high-priority projects. ● Negotiated with clients to better assist their needs. ● Enhanced MS-Access databases by improving user interface, introducing multiple-user access, and increasing security and stability. ● Fulfilled company needs along with providing customer service in a high call volume. ● Liaised with project management and company employees with well known ticketing system service now. ● Monitored and provided front-line support of daily processes. Show less