Maryam Raza
Dallas,TX
Summary
Results-driven Tech Lead at Cognizant Technology Solutions with expertise in Windows Operating System and a strong focus on collaborative leadership. Successfully enhanced IT asset compliance and user support across North America by optimizing operations to meet service level objectives. Proficient in Active Directory Support and analytical problem-solving, maintaining zero escalations in network management. Aiming to leverage technical acumen to drive further operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Tech Lead
Cognizant Technology Solutions
Irving, TX
10.2018 - Current
- Owning SLAs, KPIs, and driving operations to meet service level objectives.
- Responsible for the North America team by gathering all location documents and consolidating them by sharing with leadership (asset management data, UPS health data) each quarter, and ensuring compliance.
- Supporting VPs and over 500 local and remote users across North America.
- Trained end users and new hires on the proper use of hardware and software applications.
- Maintaining IT assets (hardware) by allocating, receiving assets, and tracking them on the ServiceNow system, and coordinating with the procurement team to order IT supplies.
- Ensure compliance with IT security policies and procedures regarding the company.
- Troubleshoot and resolve problems related to desktops, laptops, hardware, and software applications.
- Install, configure, and maintain hardware and software components.
- Responsible for checking MDFs and IDFs on a daily basis, with zero escalations and connections.
- Working on endpoint compliance (control parameters – AD, AV, SCCM) and software harvesting (unauthorized software uninstalls).
- Reimaging laptops and desktops through the network (PXE boot) and Autopilot image configuration.
- Driving and monitoring the queue for ticket closure.
- Escalation tracking and ownership until closure.
- Induction and KT for newly joined associates.
- Daily dashboard publishing, operational action points tracking, and closure.
- Printers and multifunctional devices support.
- Coordinating and updating desktop movement, coordinating with the asset tracker for maintaining assets.
- AirWatch support on phone, VNET, / Tandberg support.
Asst Network Administrator
Careers Institute of America
Dallas, TX
06.2018 - 10.2018
- Configuring, installing software in routers, and taking care of network security as an internship
Assistant Manager
Sketchers USA
Mesquite, TX
09.2016 - 12.2016
- Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints
Manager
Expressway
Greenville, TX
02.2015 - 02.2016
- Assisted customers by providing information and resolving their complaints
Asst. Sale Manager
Macy's
Dallas, TX
09.2012 - 06.2013
- Planned commercial displays to entice and appeal to customers
Education
COMPTIA A+ Technician -
Career Institute Of America
Dallas, TXNetwork Administrator -
Career Institute of America
Dallas, TXBachelor of Arts -
Punjab University
Bachelor of Education -
Punjab University
Skills
- Windows Operating System Expertise
- Experienced in MacOS
- Active Directory Support
- VMware Proficiency
- SCCM Configuration Management
- Network Booting Expertise
- Azure Cloud Services
- Proficient in Microsoft Office 365
- ServiceNow Expertise
- Remedy ticketing system
- SharePoint
- Forcepoint DLP End Point
- Cisco VPN Configuration
- Tandberg Device Management
- Remote assistance tools
- LogMeIn Proficiency
- Backup and recovery
- Compliance
- Technical Hardware Diagnostics
- Analytical Problem-Solving
- Effective Multitasking
- Infrastructure Operations Oversight
- Collaborative Leadership
- Project Management
- Computer and software Hardware Expertise
- Installation and Configuration of Peripheral Devices
- Desktop Support
- Network Performance Analysis
- Citrix VDI
- MDM solutions
- MAM Implementation
- Intune Configuration Expertise
- JAMF Support Expertise
Certification
- A+ CompTIA Certified
- Certified Scrum Master (CSM)
Timeline
Tech Lead
Cognizant Technology Solutions
10.2018 - Current
Asst Network Administrator
Careers Institute of America
06.2018 - 10.2018
Assistant Manager
Sketchers USA
09.2016 - 12.2016
Manager
Expressway
02.2015 - 02.2016
Asst. Sale Manager
Macy's
09.2012 - 06.2013
COMPTIA A+ Technician -
Career Institute Of America
Network Administrator -
Career Institute of America
Bachelor of Arts -
Punjab University
Bachelor of Education -
Punjab University
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