SHEZEIN MAHDEY

IT & OPERATIONS

I currently have ~11 years experience in the IT / Operations space and ~6 years within IT Sales. Over the years I have gained a plethora of valuable knowledge in Operations, CRM, Project Management, Financial Operations, HR, Asset management and Procurement. I have also had widespread exposure to industries from manufacturing and legal to software and ISPs. I am looking for my next opportunity to utilize my business operations and technical expertise in a more senior role within the IT space. OBJECTIVE

EMPLOYMENT BACKGROUND

- Managing all functions relating to end-user support, reporting and escalation, hardware lifecycle management and adhering to global standards

- Led the office relocation project, making informed high level decisions to facilitate smooth transitioning

- Navigated through duties of HR manager when they were on leave for ~8 months, covering interviewing, hiring, on/offboarding

- Mobilized asset and operations management

- Conduct financial management of IT budget and operational expenses as well as contract negotiation

- Facilitating with contracts and vendor governance by managing performance, SLA's and support/service agreements

- Cultivating and growing operational relationships within business departments and vendors

- Procurement of IT and operations

- Foster team growth by managing Business Services staff and training where required, overseeing staff KPI's and objectives

- Managing IT and operations projects from inception to close as well as office operational requirements IT & Operations

WHITE & CASE LLP DEC 2017 - MAR 21

- Mobilized technical and product support to ensure smooth outcomes

- Performed cross selling, up-selling and efficiently solved customer service queries resulting in a customer service award

- Conducted remote support where needed (WebEx and TeamViewer)

- Managed service desk processes and supervised support desk team

- Facilitated quality assurance

SAGE JUL 2016 - DEC 2017

Technical Support Consultant

078-***-**** adls02@r.postjobfree.com linkedin.com/in/shezein-mahdey

- Provided support for domain, web hosting and ADSL support

- Mitigating and technical fault finding of mobile devices, web and ADSL

- Cross selling and upselling of products and services

- Liaised with NOC engineers where needed

AFRIHOST FEB 2016 - JUL 2016

Sales & Technical Support

- Provided end user, desktop software support and printer support and maintenance

- Mobilized vendor and asset management

- Successfully rolled out software strategies and trained end users on applications

- Directed and mobilized team on 3 major desktop rollout projects at 3 offices

- Managed contracts and SLA for 3rd party suppliers

- Scheduled backup procedures and network downtime

- Supported multiple sites nationally and liaised with international branches on policies and procedures

- Assisted with media relation support including DVRs, projectors and AV equipment

- Managed IT projects and procurement of IT assets, including protocols and processes SAPPI TUGELA KRAFT JUN 2012 - OCT 2015

Junior IT Technician

EDUCATION

- Microsoft SQL Querying Data

- Qualified Desktop and Network Technician

- CompTIA A+ Certified (Essentials and Practical Application)

- CompTIA Network + Certified

- Sage Pastel Technical Support Certification

- Sage Pastel Intermediate Processing Certification IMM GRADUATE SCHOOL OF MARKETING 2017- 2020

BCom: Marketing and Management Sciences

- Microsoft CRM

- Microsoft Office Suite

- Sage Pastel, VIP payroll, ESS, Evolution

- SQL

- Management Studio

- Active Directory

- SCCM

- SAP

- SysPro

- Sharepoint

- ECommerce and Social media

- Service Now

- ZenDesk

- Facilitated front desk sales, market development and liaised with clients on quotations, invoices, and job pricing

- Reached a sales target for HBM computer and training 2 years in a row

- Provided technical support, maintenance and repairs for IT infrastructure

- Conducted troubleshooting, server rebuilding, maintenance where needed

- Enabled training for staff members

- Mobilized asset management and procurement

- Assisted with office operations management

HBM COMPUTER AND TRAINING JAN 2009 - JUN 2012

IT & Sales Technician

TECHNICAL SKILLS

AXELOS/ PEOPLECERT 2020

ITIL v4 Foundation

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