Salwa Abedi
Zionsville,Indiana
Summary
Dependable Analyst with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
4
4
years of professional experience
Work History
ITSM Analyst - Remote
AirLiquide
Zionsville, IN
02.2023 - Current
- Developing and maintaining 100% of Americas Catalogs in ServiceNow; leveraging ITIL framework, and catalog UI policies
- Collaborating with 6 GPMs to identify product enhancements, ensuring documentation and data accuracy
- Conduction training sessions on Incident, Problem, Change, and Catalog management for approx. 500 users
Digital & IT Analyst
AirLiquide
Houston, TX
09.2022 - 12.2022
- Improved D&IT financial data ingestion pipelines and dashboards using Americas Data Platform in Power BI
- Supported ongoing CRM initiatives and assisted in structuring the data quality framework in Salesforce
- Delivered data drive D&IT analysis with associated improvement plans
Tech Expert
Apple Inc.
Houston, TX
11.2019 - 09.2022
- Performed troubleshooting, diagnostics, and repairs on Apple iOS hardware and software for an average of 700+ clients monthly
- Processed inbound and outbound iOS technical support calls above team metrics taking approx. 40 calls per day
- Collaborated with cross-functional teams on training and development of new hires within business policies and procedures
Network IT Intern
AirLiquide
Houston, TX
06.2022 - 08.2022
- Responsible for providing network WAN, LAN, Wi-Fi, and telephony solutions to all AirLiquide and Airgas locations in U.S
- Utilizing a service delivery model to complete customer demands, collect requirements, develop proposals, purchase hardware and services, and deploy it to the internal customers
- Incorporated Power BI skills to track, rectify and display discrepancies in monthly Demands, expedited the process by 75%, saving 8 hours/week of the team’s time
Front End Developer
Edge 196
Sugar Land, TX
06.2021 - 09.2021
- Administrated front-end development of client sites using HTML, CSS, JavaScript, and React.js to develop UI/UX
- Designed app layout using Figma, Adobe XD, Wireframe, and React.js for the crypto marketplace
- Partnered with 2 developers to observed company workflow in Git and GitHub
Education
BBA - Management Information Systems
University of Houston
Houston, TX12-2022
Skills
- Proficient with MS Office and G-Suite
- Achieved top Sales metrics at Apple by consistently maintaining a 95% avg in customer service and achieving 100% in business metrics through the generation of repeated business
- Strong grasp of ServiceNow, reinforced by work experience and ongoing Admin Fundamentals Certification
- Utilized ServiceNow and Power BI to generate and maintain concise operational reports, dashboards, insights, and presentations
- Skilled in digital design, demonstrated by crafting engaging newsletters with Mailjet and creating designs using Canva
- Acquired Effective decision-making and leadership skills by leading global learning sessions as a Community Manager
- Successfully completed the 10-week Salesforce Certs2U training program under the guidance of Trailhead Experts in Nov 2022
- Acquired technical proficiency in Java, JavaScript, SQL, Jira, Power BI, CSS, and HTML through diverse electives and projects
Interests
- Global Community Manager at AirLiquide; involves curating user-friendly content, design, and share tips with the GIO community
- Mentor at AirLiquide Women’s Initiative Network, collaborated with 5 departments to organize 10 events: Oct 2023 – Present
- Zanabia Career Development Consultant - Youth Group, empowering young adults in their personal and professional growth
- Hobbies include: fusion baking, jujitsu, reading, painting with gouache, listening to podcasts on tech trends, finance, and self-improvement; currently enrolled in HarvardXCS50x for fun and studying computer networking concepts
Timeline
ITSM Analyst - Remote
AirLiquide
02.2023 - Current
Digital & IT Analyst
AirLiquide
09.2022 - 12.2022
Network IT Intern
AirLiquide
06.2022 - 08.2022
Front End Developer
Edge 196
06.2021 - 09.2021
Tech Expert
Apple Inc.
11.2019 - 09.2022
BBA - Management Information Systems
University of Houston
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