Shakeela Jawaid

• Currently assigned as a contractor supporting the Lumen project, providing Microsoft 365 infrastructure and end-user support within an enterprise environment.

• Provide enterprise technical support for Microsoft 365 services, including Microsoft Teams and Outlook, resolving user issues and maintaining high end-user satisfaction.

• Administer Microsoft 365 user environments, including user provisioning, access management, and permissions through Active Directory and the Microsoft 365 Admin Center.

• Troubleshoot complex issues involving Microsoft 365, Windows 10/11, user profiles, email access, and endpoint environments.

• Develop and maintain PowerShell scripts to automate administrative tasks, improve operational efficiency, reduce manual effort, and minimize errors.

• Collaborate with global IT and technical teams to investigate and resolve escalated incidents while maintaining SLA requirements.

• Analyze technical issues and identify practical solutions while balancing user needs, security considerations, and operational requirements.

• Maintain technical documentation covering processes, troubleshooting procedures, and issue-resolution steps.

• Support continuous service improvement by identifying recurring issues and improving troubleshooting and administrative processes.

• Communicate technical information clearly to end users and technical teams and manage multiple priorities in a fast-paced enterprise environment.

• Provided desktop and technical support for POS systems, printers, networking equipment, and business technology.

• Managed website operations, product listings, and business reporting; analyzed sales reports to support operational decisions.

• Coordinated technology setup for new inventory systems and trained employees on technology usage.

• Implemented basic cybersecurity practices to protect sensitive customer and business information.

• Provided customer-facing support and resolved issues using strong communication and problem-solving skills.

• Maintained accurate records and managed multiple customer priorities in a fast-paced environment.

• Progressed from cashier to accountant by demonstrating strong analytical, technical, and problem-solving abilities.
• Managed financial records, transactions, and reporting activities supporting business audits.
• Provided basic technical support for accounting software and system peripherals.