Safiya Fardeen-IT SERVICE MANAGER

Role 1: IT Service Delivery Manager.

1. Service Excellence & SLA Adherence:

Consistently delivered IT services on time and within agreed SLAs, resulting in 98% client satisfaction, and a 20% reduction in service downtime.
2. Stakeholder Management and Communication: Strengthened relationships with key stakeholders, improved issue resolution time by 30%, and prevented service disruptions.
3. Risk Management & Business Continuity:

Identified and mitigated potential IT risks, ensuring 100% uptime during a major system upgrade, and complying with business continuity requirements.
4. Continuous Improvement and Process Optimization: Introduced process improvements that decreased incident resolution time, enhanced service quality, and increased customer satisfaction.

Role 2: HR Operations|People Services.
1. Optimize HR Processes:

Streamline HR operations (recruitment, onboarding, payroll) for efficiency, compliance, and employee satisfaction.
2. Employee Engagement and Retention:

Increased employee retention by 15% through targeted engagement initiatives, resulting in a 10% decrease in turnover costs.
3. Compliance and Policy Adherence:

Ensured 100% compliance with labor laws and internal policies, reducing legal risks, and enhancing organizational reputation.

1. Established clear team goals aligned with company objectives, tracking progress regularly.
2. Agile and adaptable staff leader with a stellar work history, a motivational approach, and an upbeat nature.
3.Skilled at training a team of 25 employees, and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements.

1.Developed and maintained project plans, schedules, and risk management strategies, ensuring on-time and on-budget project delivery.
2.Successfully managed four automation projects internally to enable hardware dispatch post-analysis, with minimal intervention from authorized employees, to drive efficiency by 80%.
3.Saved $100K per year after implementing additional validation strategies and streamlining in-house process flow for business laptop teams.
4.Performed root cause analysis in deficient areas to identify and resolve central issues.
5.Led associate focus groups and meetings to obtain suggestions, address concerns or issues, and foster positive relations among team members and management.

1.Manage ticket queues that include Incident, Request, and Work Order tickets among team members and management.
2.Acting Supervisor and floor support are taking ownership of the cases to meet SLA.
3.Providing technical resolutions to complex problems, and helping analysts provide efficient results.
4. Provide technical support on the basic operation or maintenance of corporate workstations and/or peripherals using available tools.