Jawwad Saeed

Company Overview: The Help Desk Unit supports ACS Authors, Reviewers and Editors involved in all aspects of the manuscript submission, peer review and publishing process for 85 plus ACS journals

• Responsibilities included resolving issues pertaining to application access; account management; application workflows; journal production, web content delivery; subscriber access; editorial offices practices, onboarding, decommissioning and delivery of workflow changes to stakeholders.
• Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
• Managed front-line user support for open access publishing tools to fulfill open/public access requirements including consulting and technical support to researchers using Open Access Publishing services.
• Provided hardware and software support to Editorial offices including Rackspace Webmail Management, Mobile sync for Webmail on Mobile devices including multi-factor authentication of accounts and cloud-based services.
• Scheduled and managed client-web conferences, hosted Webinars for the Executive Partners, ACS Editors and Advisory Board Members at ACS National Meetings across the United States.
• Collaborated with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Actively contributed to organization's comprehensive knowledgebase, ensuring readily accessible information for internal and external users on key processes and procedures.
• Generated reports to track performance and analyze trends.
• Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.

• Responsibilities included: Using Service Center application to open, close, document, search, and assign tickets to the appropriate level 3 support team.
• Prepared and configured images on laptops for field agents.
• Achieved first call resolution by 80% for Regional and 90% for Remote agents.
• Submitted daily paperwork to record completed jobs and related information.

• Company Overview: An international, integrated energy, and gas company
• Responsibilities included: Operated a chain of Conoco Phillips, Inc
• Reduced supply costs by performing market analysis
• Prepared financial statements, month-end closing, payroll, scheduling and inventory
• An international, integrated energy, and gas company
• Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.

• Responsibilities included: Performed remote technical hardware and software troubleshooting on installation and configuration issues.
• Developed technical material addressing software/hardware problems as used within the knowledge base system.
• Integrated third party software/hardware applications for use with DirecPC satellite components.
• Developed pilot testing and documentation procedure for alpha and beta product releases.