Experience

Capilano University

• Canada
• Higher Education
• 400 - 500 Employee

• • Sep 2021 - Present

  • Worked closely with Director, IT Services and Manager, IT Client Services to gather IT requirements across different organizational units and formulated plan of action for their execution.• Assisted with testing, review and implantation of various IT technologies deployed at Capilano University by developing and maintaining relationships with vendors dealing with AV and computer hardware and software.• Responsible for day to day supervisory operations including, training new staff, scheduling, and work flow assignments in accordance with ITIL framework by utilizing ITSM tools.• Directly involved with planning and execution of iCap/Evergreen yearly technology refresh project and Employee Device Refresh project. Show less

• • Nov 2019 - Sep 2021

  • Providing review and assessment of various IT incidents and working closely with other IT teams for their resolution.• Worked on various projects aiming at updating and enhancing campus technology including classroom and office equipment refresh.• Assisted management with project planning and implementation of IT Service policies, procedures, processes and technologies.• Worked closely with management on updating existing knowledge base and documenting new project transitions to operations in IT Services.• Utilized leadership skills and technical knowledge to train new staff and existing staff on operational processes and procedures. Show less

• • Jan 2018 - Nov 2019

  • Responsible for providing support and training to students, faculty, staff and the general public on the use of University owned technology• Following ITIL framework, coordinated the IT Service Desk mailboxes, the front service counters, telephones, equipment booking system in order to log and process requests, incidents, problems related to all services supported by IT Services department• Collaborated with various IT teams within IT Services department to effectively records, troubleshoot, escalate, resolve incidents and requests related to all technology across campuses• Successfully managed ordering, implementation, and deployment of IT assets (computers, projectors, audio and visual equipment and other classroom technology) across different University campuses and buildings Show less



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• IAM Analyst

  • Jul 2016 - Dec 2017

  • Responsible for the requisition, creation and maintenance of access requests to networks and applications, to facilitate onboarding of internal and external employees using Bell’s Identity and Access Management (IAM) tool • Gathering documentation and information based on system requirements in order to determine appropriate access levels for the clients and partnered with stakeholders in the organization to identify root causes for access problems • Participated regularly in team meetings to discuss performance improvement strategies and utilized various business analysis and database management tools for analyzing and interpreting KPIs in order to determine performance gaps in SLAs and request management • Took initiative by creating and implementing process enhancement tools like CRM notes, SOP tool guides, process mapping videos, resulting in increasing department service performance from 54% to 89% and reducing SLA time to less than 5 days Show less



OSL Retail Services

• Canada
• Retail
• 700 & Above Employee

• Senior Walmart Wireless Associate

  • Mar 2014 - Apr 2016

  • Provided exceptional customer service by identifying customer needs and suggesting appropriate device, plan and accessories • Maintained customer, sales and inventory records, scheduled weekly and monthly training and promotion events • Communicated key sales and inventory information to head office • Maintained Top 10% ranking by successfully accomplishing daily, weekly and monthly sales, revenue and client experience targets • Provided exceptional customer service by identifying customer needs and suggesting appropriate device, plan and accessories • Maintained customer, sales and inventory records, scheduled weekly and monthly training and promotion events • Communicated key sales and inventory information to head office • Maintained Top 10% ranking by successfully accomplishing daily, weekly and monthly sales, revenue and client experience targets



Future Shop is now operated by Best Buy.

• Canada
• Retail
• 400 - 500 Employee

• Product Expert (Home Office)

  • May 2013 - Feb 2014

  • Provided various products and services to the customers by understanding their unique needs • Achieved daily and monthly departmental sales, administrative and operational targets by being frequent top achiever in company’s employee performance matrix • Lead sales team in day to day merchandising through effective inventory planning and implementation of stock counts and full counts • Provided various products and services to the customers by understanding their unique needs • Achieved daily and monthly departmental sales, administrative and operational targets by being frequent top achiever in company’s employee performance matrix • Lead sales team in day to day merchandising through effective inventory planning and implementation of stock counts and full counts



The Urban Unit

• Lahore, Pakistan

• Internship in Urban Economics Department

  • Jul 2009 - Aug 2009

  • Worked as a data analyst on poverty mapping of five large cities of Punjab in terms of segregation and graphical presentation of Poverty and Social Impact Assessment (PSIA, 2008) data. • Calculated various economic indicators related to poverty from PSIA data. • Updated socio-economic and demographic profiles of intermediate cities of Punjab in terms of compilation and presentation of data related to areas such as population, housing, industry and employment etc. • Worked as a data analyst on poverty mapping of five large cities of Punjab in terms of segregation and graphical presentation of Poverty and Social Impact Assessment (PSIA, 2008) data. • Calculated various economic indicators related to poverty from PSIA data. • Updated socio-economic and demographic profiles of intermediate cities of Punjab in terms of compilation and presentation of data related to areas such as population, housing, industry and employment etc.



Bank Alfalah Limited

• Pakistan
• Banking
• 700 & Above Employee

• Internship in HR, Corporate, and Operations Department

  • Jul 2008 - Aug 2008

  • Responsible for customer service and cash handling in Operations department. • Maintained and filed employee records for HR Manager in HR department. • Provided administrative support and maintained database of client companies’ records while working in corporate department. • Responsible for customer service and cash handling in Operations department. • Maintained and filed employee records for HR Manager in HR department. • Provided administrative support and maintained database of client companies’ records while working in corporate department.