Yasir Fayyaz

Global customer support focus, handling high-priority technical issues

• Provide Tier 1, 2, and 3 technical support for a global customer base, ensuring timely resolution of issues.
• Troubleshoot, manage, and resolve incoming incidents using ServiceNow, maintaining high standards of service.
• Actively communicate with users, providing clear explanations of technical concepts to non-technical stakeholders.
• Perform IT orientations for new recruits globally, ensuring all new hires have access to necessary tools and resources.
• Work with vendors to order new equipment for team members while adhering to budget constraints, ensuring the efficient use of resources.
• Troubleshoot and manage hardware and software incidents involving MacBooks, Dell PCs, Zebra printers, Canon printers, and a range of scanners.
• Proficient in using and troubleshooting Microsoft Azure Active Directory, Cisco and Meraki Network, Office 365, Bomgar Remote Support, Monday.com, Confluence, Jira, Loftware, DUO, Microsoft Authenticator, Slack, and Zoom.
• Contribute to an internal knowledge base by creating detailed work instructions and solutions to improve team efficiency.

Major Projects

MDM Migration from Jamf to Workspace One (Omnissa)

March 2023 – Present

• Led the migration of Mobile Device Management (MDM) systems from Jamf to Workspace ONE, ensuring a smooth transition for end-users and minimizing downtime.
• Coordinated with cross-functional teams to implement new security measures and configure the Workspace ONE platform, improving device management and compliance.
• Conducted training sessions and created detailed documentation for users, ensuring quick adoption and understanding of the new system.
• Managed troubleshooting and post-migration support, resolving any issues related to device enrollment and configuration.

Onboarding and Spearheading E-Cycle for US Warehouses

2022 – Present

• Managed the onboarding process for new employees across multiple US warehouses, ensuring all hardware, software, and necessary tools were provisioned on time for a smooth start.
• Spearheaded the E-Cycle program to properly dispose of outdated IT equipment in an environmentally responsible way, contributing to the company’s sustainability goals.
• Collaborated with warehouse teams to develop an efficient inventory management system, improving the timeliness and accuracy of asset tracking.

Leading Asset Management Process (Tech Swap every three years)

2021 – Present

• Led the asset management process for IT hardware, coordinating the periodic swapping of computers and other technology every 3 years to maintain up-to-date equipment for the team.
• Ensured the timely procurement and deployment of new devices, working within budget constraints while providing all employees with the latest tech tools.
• Developed a streamlined system for tracking asset life cycles, ensuring compliance with internal policies and optimizing hardware usage.

Supporting a global customer base with comprehensive technical assistance

• Provide expert-level support for global team members and customers, with a focus on minimizing production downtime and improving system reliability.
• Handle shipping and procurement processes, ensuring the timely delivery of IT equipment and managing the budget to maintain cost efficiency.
• Escalate critical issues to internal and external teams, ensuring prompt action and resolution to prevent disruptions.
• Proactively document solutions, contributing to an internal technical database that enhances team knowledge and troubleshooting efficiency.
• Oversee IT hardware setups and breakdowns, including computers, monitors, keyboards, and mice for new employees.
• Assist with the setup and configuration of Virtual Desktop Infrastructure (VDI) systems.