Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Abdul Ilyas

Rosedale,Maryland

Summary

Passionate about Information Technology and customer service, with a solid foundation in managing technology-driven solutions, customer interactions, and team leadership. Graduated from Overlea High School and currently pursuing an Associate of Applied Science in Information Technology at the Community College of Baltimore County. Will enroll in Western Governors University for a Bachelor's in Applied Science. Eager to combine technical expertise, HR experience, and customer-focused skills to drive business success and enhance organizational performance.

Overview

4
4
years of professional experience

Work History

Shift Supervisor

CVS
Perry Hall, Maryland
03.2024 - Current
  • Lead daily operations and ensure the smooth functioning of in-store technology systems, including pharmacy management software and point-of-sale (POS) systems.
  • Provide troubleshooting support for IT-related issues, assisting customers and staff with software, self-checkout systems, and digital platforms.
  • Train and mentor staff on using technological tools to optimize customer service, improve efficiency, and enhance product accessibility.
  • Collaborate with the HR team to conduct interviews, assist in payroll coordination, and support the onboarding and termination processes.
  • Ensure compliance with data security protocols and privacy policies when managing customer data through digital platforms.

Technology Support Lead

Clark Associates
Aberdeen, Maryland
09.2023 - 02.2024
  • Provided technical support for customer-facing technology systems, such as CRM software and online order management platforms.
  • Helped troubleshoot technical issues related to online orders, product returns, and customer inquiries using digital platforms.
  • Assisted with system updates and trained staff on using new technology tools to improve customer experience and streamline operations.
  • Partnered with HR to conduct technical interviews, coordinate access-related payroll updates, and assist with employee offboarding procedures.
  • Worked with management to ensure the integration of new technology solutions into existing workflows for improved efficiency.

Shift Lead

Royal Farms
Middle River, Maryland
05.2022 - 09.2023
  • Managed the integration of technology systems within the store, including POS systems, mobile ordering platforms, and inventory management software.
  • Provided support and training for staff on utilizing digital tools to process transactions, manage inventory, and fulfill customer orders efficiently.
  • Assisted in troubleshooting technical issues with digital systems, ensuring minimal disruption to store operations.
  • Worked with management to ensure the seamless operation of technology-driven customer service initiatives, including online order tracking and in-store pickup.

Customer Service Associate

BZY INC
Dundalk, MD
11.2021 - 03.2022
  • Assisted customers with inquiries and troubleshooting basic product and service-related technical issues.
  • Operated the POS system and provided product recommendations based on customer preferences.
  • Utilized customer management systems to track customer interactions and follow up on inquiries.

Crew Member

Dunkin Donuts
Rosedale, Maryland
04.2021 - 10.2021
  • Operated the POS system and managed digital customer orders, ensuring smooth transactions.
  • Assisted with managing the digital order system, ensuring all customer orders were logged and fulfilled accurately.
  • Provided customer service via digital platforms, ensuring timely responses to inquiries and complaints.

Customer Service Associate

Walgreens
Middle River, MD
01.2021 - 04.2021
  • Used the POS system to process transactions and maintain accurate records of customer purchases.
  • Assisted in managing online orders and returns, ensuring smooth transactions through the store's digital platforms.
  • Interacted with customers using CRM systems, resolving issues and ensuring customer satisfaction.

Education

Associate of Applied Science - Information Technology

The Community College of Baltimore County
Catonsville, MD
12-2025

High School Diploma -

Overlea High School
Baltimore, MD
06-2021

Skills

  • Point of Sale (POS) Systems
  • Customer Relationship Management (CRM) Software
  • Digital Ordering Systems
  • IT troubleshooting and support
  • Inventory Management Software
  • Microsoft Office Suite (Excel, Word, PowerPoint)
  • Excellent customer service and communication
  • Technical training and support
  • Team leadership and management
  • Problem-solving and conflict resolution
  • Strong attention to detail and organizational skills
  • Human Resources Support: Interviews, Payroll Coordination, Employee Onboarding & Terminations

Languages

English
Native/ Bilingual
Urdu
Native/ Bilingual
Punjabi
Native/ Bilingual
Hindi
Native/ Bilingual

Timeline

Shift Supervisor

CVS
03.2024 - Current

Technology Support Lead

Clark Associates
09.2023 - 02.2024

Shift Lead

Royal Farms
05.2022 - 09.2023

Customer Service Associate

BZY INC
11.2021 - 03.2022

Crew Member

Dunkin Donuts
04.2021 - 10.2021

Customer Service Associate

Walgreens
01.2021 - 04.2021

Associate of Applied Science - Information Technology

The Community College of Baltimore County

High School Diploma -

Overlea High School

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