Syeda Fatima
Germantown,MD
Summary
A highly-motivated IT Support Specialist ready to work with technical and non-technical personnel to rapidly discern root causes and correct disruptive issues. Consistent provider of friendly internal worker and external customer interactions. Combined deep technical knowledge with amicable demeanor to support both exceptional resolution and satisfaction metrics. An employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Content Designer
Dragon Marketing LLC
06.2023 - 01.2024
- Support the marketing leadership team through the organization and administrative support for various projects.
- Maintain strong communication between marketing executives and internal and external stakeholders.
- Maintain executive schedules and oversee project load.
- Conduct research for key marketing campaigns.
- Design page layouts.
- Produce design assets for use in social media and marketing channels.
- Develop and maintain consistent branding.
- Utilize data and analytics in making design decisions.
- Select and prepare imagery.
Trust and Safety Specialist
Vaco LLC
08.2021 - 08.2023
- Respond and resolve complex user issues related to copyright infringement, privacy, user safety, risk, compliance, and content moderation
- Review and moderate highly sensitive content on the platform
- Work with cross-functional stakeholders including team members in Product, Engineering, and Partnerships to identify and create solutions for user safety issues
- Help improve processes to optimize efficiency, safety, and the reader/writer experience
- Work closely with our User Support team to scale and optimize T&S processes
- Escalate and investigate edge-cases for review to policy development
- Keep public facing policy docs and help center content up to date and accurately holding self and others accountable to meet commitments
- Handling conflict situations effectively, with a minimum of noise
- Build strong customer relationships and deliver customer-centric solutions
- Gaining the confidence and trust of others through honesty, integrity and authenticity
- Drive results consistently even under tough circumstances
- Be resilient rebounding from setbacks and adversity when facing difficult situations
- Stay action oriented taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Communicates effectively by developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Making good and timely decisions that keep the team moving forward
- Drive engagement by creating a climate where people are motivated to do their best to help the organization achieve its objectives.
- Resolved errors in the daily processing of transactions within assigned area.
IT Help Desk Tier 3
Geico
12.2020 - 04.2021
- Provide responsive and effective technical assistance and Tier 2 help desk support
- Assist with the daily activities of configuration and operation of systems which may be mainframe, mini, or client/server based
- Assist with the optimizing of system operation and resource utilization, and perform system capacity analysis and planning
- Provide assistance to users in accessing and using business systems
- Experience with managing customer expectations and delivering the highest quality customer service
- ServiceNow expertise
- Experience with managing customer expectations and delivering the highest quality customer service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
IT Help Desk Tier 1
Geico
05.2020 - 12.2020
- Work within our ticketing system to create detailed work logs and technical documentation
- Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance
- Inform and coordinate with
- Operations and other computer users of procedures that would interrupt, affect or interfere with their work
- Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e
- When to expect a follow-up contact and by whom)
- Participate in the on-call rotation as agreed by the Tier One Support team
- When on call, be prepared to address technical issues at all times
- Ability to handle and prioritize a lot of tasks each day
- Ability to produce user and troubleshooting documentation that other people can understand
- Maintain good working relationships with all cooperative workers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained schedule of class assignments to meet deadlines.
Assistant Manager & Senior Education Coordinator
Sephora
05.2018 - 01.2019
- Act as “Director in Charge” in the absence of the salaried leadership team
- You will set the tone on stage by keeping cast members motivated and handle any client or brand issues efficiently and effectively
- Act as a role model to other cast members by demonstrating excellent client service and maintaining objective and professional relationships with brand partners, key stakeholders, peers, and supervisors
- Demonstrate our Sephora values of Passion for Client Service, Innovation
- Expertise, Work-Life Balance, Respect for All, Teamwork, & Initiative
- Demonstrate our Sephora values of Passion for Client Service, Innovation
- Expertise, Work-Life Balance, Respect for All, Teamwork, & Initiative
- Be aware of the store’s sales performance & opportunities ensuring that the employees are aligned with goals
- Regularly act as the Client Experience & Logistics Leader within the store
- Engage with employees & clients on-stage whenever possible
- Ensure proper zoning on stage to support client needs and adjust staffing levels as needed
- Demonstrate a strong understanding of the store’s sales performance and business opportunities.
- Monitored inventory levels and reordered merchandise as needed.
- Trained, coached, and mentored new team members on customer service and operational standards.
- Developed promotional strategies to increase sales and profitability.
- Coordinated with vendors for product availability and delivery schedules.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Collaborated with other managers on projects such as store layout changes or marketing campaigns.
- Analyzed sales figures to identify trends and opportunities for improvement.
Skills
- Active Directory
- Help Desk
- LAN
- Software Troubleshooting
- Technical Support
- Remote Access Software
- Computer Networking
- Microsoft Windows
- Network Support
- WAN
- Information Security
- Customer service
- Software Proficiency
- Microsoft Office
- Troubleshooting and Diagnostics
- Team Collaboration
- Strategy Development
- Brand Development
Timeline
Content Designer
Dragon Marketing LLC
06.2023 - 01.2024
Trust and Safety Specialist
Vaco LLC
08.2021 - 08.2023
IT Help Desk Tier 3
Geico
12.2020 - 04.2021
IT Help Desk Tier 1
Geico
05.2020 - 12.2020
Assistant Manager & Senior Education Coordinator
Sephora
05.2018 - 01.2019
Similar Profiles
Caroline MundenCaroline Munden
Event Specialist / Brand Ambassador at Pourtastic LLC / Next Level Marketing / High Profile Models / Odell Brewery / Dragon Spirits / 4th Tap Brewery / Inner Circle BeverageEvent Specialist / Brand Ambassador at Pourtastic LLC / Next Level Marketing / High Profile Models / Odell Brewery / Dragon Spirits / 4th Tap Brewery / Inner Circle Beverage
Conni DifuntorumConni Difuntorum
Brand Ambassador at Dragon Spirit Marketing Aka Hire a DragonBrand Ambassador at Dragon Spirit Marketing Aka Hire a Dragon
Andrea HoertzAndrea Hoertz
Brand Ambassador at Dragon Spirits MarketingBrand Ambassador at Dragon Spirits Marketing
Aterica MiddletonAterica Middleton
Manager at SafewayManager at Safeway
Sophia TudelaSophia Tudela
Medical Assistant at Frederick Primary Care AssociatesMedical Assistant at Frederick Primary Care Associates