AYESHA JAVED
New York,NY
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Detail-oriented, organized, punctual and self-motivated IT technician and coordinator. A strategic thinker, and possess strong communication skills which include being a excellent apprentice, fluent in three different language. Skilled in different fields of technology which include management, troubleshooting, and administrating.
Overview
7
7
years of professional experience
Work History
Service Desk Coordinator
Atlantic PC
Long Island City, NY
09.2022 - Current
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Established strong working relationships with external vendors to facilitate efficient delivery operations.
- Managed daily delivery and work schedules to maximize coverage.
- Conducted regular training sessions for new hires on proper protocols for handling emergency situations.
Service Desk Dispatcher
Eze Castle Integration
NEW YORK, NY
05.2020 - 06.2022
- Distinguish priorities of incoming calls/tickets on service board and assign to technicians based on priority and customer requested time frames
- Demonstrated excellent client services skills through calls, and applied analytical approach to problem solving for urgent cases
- Manage daily work schedules of service technicians, and analysts; Spoke with different teams throughout company to manage tickets in Connectwise, & ServiceNow
- Provided on-site and on call services for clients, Escalated issues as needed and maintained communication with customer and technical teams.
- Utilized various software systems to facilitate movement, planning and scheduling.
Field Service Engineer
Eze Castle
06.2019 - 06.2020
- Provided excellent customer service by providing safe, timely and accurate repairs in a courteous and professional manner
- Maintained accurate documentation through online service Connectwise
- Performed installs and upgrades, provided strategic solutions to hardware and software issues which included repair/installation/maintenance of devices
- Provided on-site services for clients, Escalated issues as needed and maintained communication with customer and technical teams
- Tasks carried out included MDM, PC Imaging, Backups, Issues encountered with Microsoft Office, and device repairs
IT Technician
HRA, World Trade Center
09.2017 - 05.2018
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions
- Established service by walking callers through new installations and configurations
- Diagnosed incidents and described accurately to developers' technical issues for correction beyond our departmental scope
- Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).
Support Desk Analyst
Lighthouse Guild
09.2016 - 04.2017
- Assisted in everyday activities which included troubleshooting hardware and software, Computer setups, Imaging PC's, Building Pc's
- Provided technical support and advice to computer users throughout company
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
Data Analyst
The HOPE Program
01.2019
- Coordinated statistical data analysis, design and information flow.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Participated in requirements meetings and data mapping sessions to understand business needs.
Education
Masters of Business Administration -
Pace University
05-2026
Bachelor's - Computer Engineering
New York City College of Technology
Brooklyn, NY05.2019
Diploma in Technology - Information Technology
PER SCHOLAS
New York02.2015
Skills
- TECHNICAL SKILLS
- Networking – Install workgroups and provide Remote Desktop assistance Network printer mapping and maintenance
- Software – Windows 8, 7/Vista/XP, macOS Server 2008; MS Office, Google Apps; Various Antivirus Suites; Firewalls; Remote Desktop, Active Directory, Help Desk Management software, iOS, ServiceNow & Connectwise
- Hardware – Desktops, laptops, printers, scanners Format SATA, SCSI, and SSD and perform data recovery, mobile devices and imaging
Timeline
Service Desk Coordinator
Atlantic PC
09.2022 - Current
Service Desk Dispatcher
Eze Castle Integration
05.2020 - 06.2022
Field Service Engineer
Eze Castle
06.2019 - 06.2020
Data Analyst
The HOPE Program
01.2019
IT Technician
HRA, World Trade Center
09.2017 - 05.2018
Support Desk Analyst
Lighthouse Guild
09.2016 - 04.2017
Masters of Business Administration -
Pace University
Bachelor's - Computer Engineering
New York City College of Technology
Diploma in Technology - Information Technology
PER SCHOLAS