Shakeela Jawaid
Knightdale,NC
Summary
With three years of experience in the IT industry and six years in customer service, the focus of my expertise lies in IT systems administration, network management, and technical support. This experience has been complemented by my extensive customer service background, where I have honed exceptional communication skills and a deep understanding of customer needs.
Throughout my career, I have successfully resolved complex technical issues, implemented system upgrades, and provided comprehensive IT support. My customer service tenure has ingrained in me the importance of building positive client relationships, effectively addressing inquiries and complaints, and consistently exceeding expectations.
As a proactive problem-solver, I excel in multitasking and collaborating within team environments. My adaptability to new technologies, combined with a dedication to customer satisfaction, allows me to make valuable contributions to IT projects and customer-centric initiatives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate
Infosys Limited
07.2020 - Current
- Responsible for interactions with internal and external network to provide operations support, work on tickets to ensure the clients with high quality standards and quality, work to resolve obstacles related to Microsoft teams and office 365, participate in trainings essential to develop skills for rapidly changing technology, and provide daily status report and documentations
- Working on developing scripts to resolve customer issues.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties
- Created solutions for customers to satisfy specific needs, quality and budget
Manager
Glider Distribution
12.2019 - 07.2020
- Responsible for managing websites related to the company
- Worked and created websites for the company and manages the products and sales report of the company.
- Tested and debugged site updates and prevented functional flaws from impacting public visitors
- Defined standardized criteria for adoption of third-party deliverables within website infrastructure
sales associate
Dillards
09.2019 - 07.2020
- Responsible for oversight of all functions regarding sales of the department
- Established relationship with customers to maintain store sales, general objectives and solve general inquiries.
- Prepared merchandise for sales floor by pricing or tagging
- Managed returns, exchanges and refunds in accordance with store policy
- Answered customer questions about sizing, accessories, and merchandise care
Cashier
uf corporation
12.2016 - 09.2019
- Responsible for contacting prospective customers through phone or by means of physical communication, gathering information to better understand their needs and provide a solution, maintaining awareness of company processes and product knowledge, delivering customer satisfaction through problem-solving skills, and maintaining a database of future, current, and previous clients
- Restocked and organized merchandise in front lanes
- Built relationships with customers to encourage repeat business
- Performed cash, card and check transactions to complete customer purchases
- Key Accomplishments: I started, for UF Corporation, Inc in 2016 as a cashier and then promoted to Accountant position in few months.
Education
Bachelors - Information Technology
Western Governors University
Salt Lake City, UT2023
Associate - Information Technology
GUILFORD COMMUNITY TECHNICAL COMMUNITY COLLEGE
2020
Skills
- Great written and verbal communication
- Ability to work in teams or alone
- Cloud Networking and Computing
- Wireless Technologies
- Excellent time management
- Customer service
- Excellent Communicator
- IT Project Management
- Project Planning
- Hardware and software knowledge
- Active Directory
- VMWare
- Program languages (Python, SQL, HTML, PowerShell scripting)
- Microsoft, Linux, Mac OS
- Virtualization
- Multiple Priorities Management
- MS Office
Languages
Urdu
Native or Bilingual
English
Native or Bilingual
Certification
Information Technology – Computer Technology Integration Certificate Information Technology – Security & Data Assurance Certificate Microsoft Word 2016 Introductory Microsoft PowerPoint 2016 Introductory Microsoft Word 2016 Introductory CompTIA A+ Certification CompTIA Project+ Certification CompTIA Network+ Certification CompTIA Security+ Certification
Timeline
Associate
Infosys Limited
07.2020 - Current
Manager
Glider Distribution
12.2019 - 07.2020
sales associate
Dillards
09.2019 - 07.2020
Cashier
uf corporation
12.2016 - 09.2019
Bachelors - Information Technology
Western Governors University
Associate - Information Technology
GUILFORD COMMUNITY TECHNICAL COMMUNITY COLLEGE
Information Technology – Computer Technology Integration Certificate Information Technology – Security & Data Assurance Certificate Microsoft Word 2016 Introductory Microsoft PowerPoint 2016 Introductory Microsoft Word 2016 Introductory CompTIA A+ Certification CompTIA Project+ Certification CompTIA Network+ Certification CompTIA Security+ Certification
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