Mohammed Hafiz, Csm Email & Phone Number

Greater New York City Area

-Comprehensively planning large-scale projects for work streams such as hardware, systems, Software, And Digital books implementation. -Defining and documenting responsibilities, timelines, sequences, deliverables, and tasks for projects that support business needs.-Liaising with stakeholders, partners, and vendors, proactively anticipating and documenting concerns while fostering an environment of collaboration and accountability-Creating thorough and detailed supporting documentation such as project charters, project plans, Gantt charts, flow diagrams, business process mapping, responsibility matrices, etc.-Product Manager of all High School Specific Software. -Point of Contact for All High School Technical Issues.

- OS Support & Management: The IT Associate will provide support to end users, including through the Zendesk ticketing system, phone/video conference support, chat support, screen sharing, identity assumption, walk-up and offsite support;- Hardware Support & Management: Manage Apple MacOS, Chrome OS, and iOS device support, including but not limited to MacBook, iPhone, Chromebook and MiFi devices;- Continuous Improvement: Interact with the end users to generate OS and hardware solutions for business needs;- Research & Development: Research new hardware and software technologies, analyze business and market trends, and apply best practices and standards to procedures;- Identity Management: Resets passwords and extra verification steps for end users when necessary. May provision accounts and access to products not incorporated with Single Sign On;- Security & Compliance: Creates and manages the OS & hardware framework for Security and Corporate Policies. This includes working extensively with IT Security Department, Management and other groups to plan, test and develop strategies to stay in legal and corporate compliance in our client environments;- Change Management: Provides support to the other IT Groups for software deployments or changes to client devices;- Process: Maintain documentation of image, procedures and policies. This includes testing, building, and documenting the necessary steps for deploying hardware and software, resolving escalated issues, and utilizing support tools;- Tier 2 & 3 Escalation: Responsible for escalating issues and problem ticket resolution tracking including root cause analysis. They also serve as an escalation point for Incidents when necessary;- Provide troubleshooting support for video conferencing units and events; and other duties as assigned.

Greater New York City Area

• Provide hardware and software support for clients based on specific needs and issues • Manage profiles, deploy and configure Mac desktop, portables, and mobile devices; and provide support for applications• Set up tested and configured networks and printers.• Installed motherboards, processors, RAM and graphics cards. • Provide in-depth knowledge of productivity applications including Microsoft Word, PowerPoint, Excel, VMware Fusion and Parallels• Maintain composure and client focus while troubleshooting and solving technical issues. Build and maintain client relationships in a fast paced environment• Adhere to timely queues in order to assure efficient operations within the store• Use Apple internal databases to adhere to policy and procedure while troubleshooting and repairing devices • Maintains a high level of focus on team building, development, and peer relationships with fellow co-workers and leadership• Client sessions per hour: 3.4; Client likelihood to Recommend/ Overall Satisfaction: 91

• Strong people skills and a knack for problem solving.• Ability to maintain composure and customer focus while troubleshooting and solving technical issues• Ability to adhere to a schedule of customer appointments.• Understand the challenges of being new technology and shows sensitivity to the customer’s level of technical proficiency.• Provide Data migration services to get customers up and running with their purchases • Educate customers on the use of consumer and professional applications based on their goals. • Provide information that team members need to do their jobs and make accurate decisions. • Leadership Skills, whether guiding by example or coaching a group.• Ability to think quickly and preform problem-solving tasks, even within changing conditions.

B.S Security Systems, Security Systems

Certified Associate In Project Management