MARYAM RAZA

Own and manage SLA and KPI commitments, consistently meeting service delivery targets

• Monitor and prioritize ticket queues to ensure timely incident resolution and minimal business disruption
• Handle escalations end-to-end, coordinating with internal teams and vendors until closure
• Publish daily operational dashboards and track action items to completion
• Lead induction and knowledge transfer sessions for newly onboarded associates
• Support enterprise endpoint compliance initiatives (Active Directory, Antivirus, SCCM, encryption tools)
• Perform software harvesting and removal of unauthorized applications to maintain security compliance
• Provide L2/L3 technical support for Windows and Mac desktops and laptops
• Troubleshoot OS-level, hardware, and application issues, including Outlook and enterprise collaboration tools
• Deploy software packages based on approved RAMS requests
• Support printers, multifunction devices, and peripheral installations
• Coordinate desktop moves and ensure accurate asset tracking and inventory updates
• Provide mobile device support through intune portal
• Participate in project outages, maintenance windows, and business-critical incidents
• Support VNET and Video conferencing systems
• Contribute to floor management, operational excellence, and continuous improvement initiatives

• Assisted with router configuration and software installation
• Supported basic network security and administration tasks
• Performed troubleshooting for connectivity and network issues

• Delivered high-quality customer service and issue resolution
• Assisted with daily store operations and staff coordination