Swaiz .

Experience

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  The World Bank

  Oct 2019 - Jul 2020

  Information Technology Coordinator

  Managed and delivered multiple IT projects on time and within budget, enhancing operational efficiency. Provided advanced technical support and system administration for key IT services including ServiceNow, WebEx, Cisco, and OneDrive. Led laptop migration from Lenovo to Dell, migrating to over 150 laptops in 2 departments as well as software and file implementation on the new devices all while ensuring a seamless transition and little to no downtime for clients. Resolved 17-30 ServiceNow tickets daily through hands-on technical support, improving user satisfaction and reducing backlog. Administered physical and virtual server infrastructure, optimizing performance and reliability with direct hands-on management. Collaborated with senior leaders to address complex IT challenges, contributing to strategic decision-making. Implemented process improvements that enhanced productivity and streamlined IT operations. Developed training materials and conducted user training sessions to enhance IT proficiency. Coordinated with vendors to ensure timely service delivery and issue resolution through direct interaction. Show less

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  The UPS Store

  Jul 2020 - Jun 2024

  Information Technology Operations Manager

  Managed and mentored a diverse IT team, fostering a collaborative environment that enhanced productivity. Developed and implemented IT strategies aligned with business goals, improving efficiency and cost savings. Oversaw installation, configuration, and maintenance of hardware and software systems, ensuring optimal performance. Including Fortinet devices, Microsoft POS systems and more.Conducted hands-on training sessions for end-users, enhancing their technical skills and reducing dependency on the support team. Resolved complex technical issues using advanced diagnostic tools and techniques through direct intervention. Developed comprehensive support documentation, reducing support requests by 20%. Led the deployment and upgrade of IT systems, ensuring seamless transitions with minimal downtime. Performed hands-on coordination with vendors for IT solution procurement and implementation, aligning with organizational requirements. Show less