Zaid Atiq Email & Phone Number

Brampton, Ontario, Canada

• Restructure and revamp risk module within ServiceNow by investigating history and using root cause analysis to determine pain points. Worked closely with internal and external stakeholders to clean up risk register and documented progress of project plan in Jira. • Revamped internal issue report from Excel to PowerBI, SVP commended new version of reporting• Support other initiatives from the TRM, VMO, Risk and Assurance, and AMO teams. Generate period end reports for TRM and actively monitor MAPs for issue reporting. support the AMO team in their end of life and data certification initiatives and reporting

Toronto, Ontario, Canada

• Provide technical support to students, staff, and faculty, related to following applications; SAP NetWeaver, Microsoft 365 suite, York University Student Portal and Dashboard, and all other education software offered at York. Well-versed in account management, resetting client passwords • Create, resolve, and escalate tickets at a high volume with over 4000 tickets resolved • Monitor Cherwell Ticketing System and address tickets in alignment with departmental SLAs • Created one-step resolution processes on ticketing system, increased team productivity by 35% • Worked with other departments. Escalated tickets if necessary, ensured they are held accountable, clients were kept up to date with their ticket status. Support was documented • Immediately reported campus wide service outages and emergencies to the IT team and upper management. Provided clients with customer-first experience during 2020 York University’s power outage • Trained new part time staff and students on co-op. Assist with classroom operations around campus and skilled with helping clients over the phone and switchboard, working in fast-paced situations