Usman Kiani

Experience

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  Pirates Cove Adventure Golf

  Jan 2019 - Feb 2020

  Customer Service Representative

  Key Achievements:• Delivered exceptional customer service, efficiently managing bookings and resolving customer enquiries to ensure a seamless customer experience.• Handled cash and electronic payments with accuracy, maintaining a 100% error-free record in daily transactions.• Prepared and analysed daily sales and operational reports, providing insights to improve business performance.• Managed inventory and placed timely stock orders, ensuring availability of essential supplies and minimising shortages.• Enhanced customer engagement by overseeing the company’s social media presence and website, driving increased foot traffic and bookings.• Streamlined the invoicing process, ensuring timely and accurate billing for corporate and group events. Show less

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  Royal Arch

  Jun 2019 - Dec 2019

  SGRANCNZ Compendium Application - Capstone Project

  Worked as part of a second iteration group on a mobile application for an external client.Key Achievements:• Engaged directly with clients and end-users to discuss requirements and propose suitable solutions.• Enhanced the application's user interface and user experience based on client feedback, leading to increased client satisfaction.• Designed, built, and tested a fully functional database that securely stored application data.• Created comprehensive documentation of the project, detailing completed work, next steps, and recommendations, facilitating a smooth handover to the next iteration group. Show less

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  Sunny Side Up Limited

  Aug 2020 - Nov 2020

  Junior Web Developer

  Contributed to the design, development, and maintenance of client websites, focusing on frontend and backend components. Carried out research on draft projects to explore their potential.Key Achievements:• Supported the creation and enhancement of client-facing websites, ensuring seamless functionality and an engaging user experience to boost customer satisfaction.• Conducted thorough testing to ensure website reliability, compiling detailed reports to address client needs and enhance service delivery.• Collaborated on updating key website components, including product displays and user interfaces, improving ease of use and driving engagement. Show less

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  Instant Tech Solutions

  Sept 2020 - Oct 2021

  Web and Systems Developer

  Key Achievements:• Designed and launched a user-friendly website that improved customer engagement by 20%, directly contributing to increased sales and customer satisfaction.• Developed a streamlined records management system, reducing paperwork by 65% and significantly improving operational efficiency.• Provided ongoing customer support, addressing inquiries and resolving issues, ensuring smooth operations and maintaining high levels of customer satisfaction.• Managed system updates and ensured consistent, reliable website performance, enhancing the overall customer experience. Show less

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  The Lean Hub

  Nov 2020 - Dec 2024

  Core Responsibilities:• Perform regular system and server maintenance, including software updates, patches, and backup management to ensure optimal performance and security.• Manage onboarding for both internal staff and external customers, ensuring smooth integration into company systems and providing ongoing training and support. • Automate manual processes to improve efficiency, and identify opportunities where automation can save time and allow the team to focus on higher-value activities.• Manage Active Directory for user accounts, permissions, and group policies, ensuring seamless access to systems and resources.• Administer Office 365, ensuring availability and smooth operation across the organisation. • Lead agile IT projects with cross-functional teams, coordinate with external freelancers and internal departments to streamline operations, gather requirements, and ensure timely project completion.• Integrate our core systems into a unified platform to monitor activities in real-time, improving overall efficiency and reducing system silos.Key Achievements:• Implemented significant updates to our website using HTML, CSS, and JavaScript to enhance brand visibility, improve user experience, and drive lead generation, supporting our broader client acquisition strategy• Managed all aspects of IT security, including data protection and backups. This included overseeing data backups and implementing rapid recovery solutions to mitigate potential system failures.• Increased system uptime by 15% through proactive system maintenance and monitoring, using automation to minimise downtime and improve performance.• Successfully led projects with external freelancers to create fully functional LMS reports and provided continuous support in bug fixing. • Spearheaded the integration of core systems into a unified platform, reducing system silos and improving reporting accuracy by 35%. Show less Key Achievements:• Developed and managed an LMS tailored for NZQA-approved workplace training, significantly improving efficiency and supporting long-term Lean projects.• Delivered comprehensive user training and support, leading to a 20% increase in user satisfaction and contributing to the company's ‘Professional Service of the Year’ award in 2021.• Developed SQL reports for a client’s ERP system, increasing productivity by 20% and cutting manual admin tasks by 50%.• Created a web app to calculate Overall Equipment Effectiveness (OEE) scores, helping the sales team generate leads.• Collaborated effectively within a cross-functional team to improve online training structures and workflows, resulting in a 25% increase in company leads.• Monitored and addressed security alerts, performing regular patching and vulnerability management to safeguard IT infrastructure.• Anticipated potential issues and addressed them proactively to avoid disruptions to business operations. Show less Key Achievements:• Conducted extensive research and analysis to identify the most suitable LMS platform for workplace training, ensuring alignment with organisational goals and user requirements.• Set up and configured the LMS, managing the hosting environment, user permissions, and system security to ensure reliable and secure access.• Designed and automated key workflows, reducing manual processes by 40% and improving efficiency across the organisation.• Conducted end-user training and provided ongoing support throughout the LMS implementation, resulting in a 30% reduction in support queries and a smoother transition to the new system.• Developed comprehensive documentation for system setup, user guides, and troubleshooting workflows, ensuring seamless handover and ongoing user self-support. Show less

  • IT Systems Manager

    Jun 2022 - Dec 2024

  • Application Support and Development Specialist

    Feb 2021 - Jun 2022

  • Development Intern

    Nov 2020 - Feb 2021