Ahmad Zawawi

End User Services Specialist

Schneider Electric

Jan 2022 - Current (4 years 8 months)

I provided technical support to end users for a variety of hardware and software products, including desktop computers, laptops, printers, and operating systems. Assisted with the deployment and maintenance of company-wide software and hardware initiatives. Troubleshot and resolved technical issues, such as network connectivity and printer setup. Participated in the development and implementation of end user training programs. Contributed to the creation of technical documentation and user guides. Assisted with the management of inventory and asset tracking for end user equipment.

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IT Project Lead

Sphere Manufacturing

Apr 2021 - Nov 2021 (8 months)

Lead the successful implementation of the JobBOSS ERP and trained 100+ employees on its use. Assessed the current state of the project and planned next steps to successful execution. Provided a project plan to management for review and approval. Worked closely with all users to create a Needs Analysis and understood challenges and successes to date. Updated schedule as demands changed and ensured that the project stayed on track. Communicated status and updates to all users and provided feedback as required. Documented changes, revisions, actions required and any other project requirements in a detailed and clear fashion to be distributed to management and staff as needed.

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Product Specialist

Versapay

Jun 2019 - Oct 2020 (1 year 5 months)

Worked directly with and supported customers on a daily basis to resolve challenging technical product issues. Delivered expert technical support and champion customers' product needs internally. I managed "mission-critical" support escalations and served as an active member of the extended account team. Acted as a point of contact for questions about VersaPay's products with our customers. This included replicating issues they faced, developing workarounds and interim solutions using the available set of tools to address immediate customer needs, and working with the development team for additional support when the available tool set was not adequate. Role demanded a strong understanding of accounts receivables, ERPs, payment gateways and

Client Application Specialist

Aspira

May 2018 - Jun 2019 (1 year 2 months)

Delivered solutions to clients by identifying problems, researching answers, and guiding them through corrective steps. Role entailed educating clients on features and functionalities of Aspira's software applications and using outstanding customer service totroubleshoot and resolve issues via telephone, email, live chat, and remote support in a timely manner. Occasional testing and reports on application functionality were performed. Cases were made, managed and completed through Salesforce and JIRA.

Client Application Specialist

Aspira

May 2018 - Jun 2019 (1 year 2 months)

Delivered solutions to clients by identifying problems, researching answers, and guiding them through corrective steps. Role entailed educating clients on features and functionalities of Aspira's software applications and using outstanding customer service totroubleshoot and resolve issues via telephone, email, live chat, and remote support in a timely manner. Occasional testing and reports on application functionality were performed. Cases were made, managed and completed through Salesforce and JIRA.

Research Practicum

York University

May 2016 - Sep 2016 (5 months)

Worked alongside a team of Masters-level students to determine and execute the optimal solution for an animation-related problem assigned directly by the IT Department's Head. Formed a deep comprehension of the problem through interviewing software developers & programmers; conducted extensive solution research; and studied the different possible solution candidates to arrive to the optimal option. An essential part of my role was the development of a Python program to extract information from Excel spreadsheets in an organized text format. I concluded my participation by generating a comprehensive research report expounding research methods and program functionalities.

Select Team Projects

York University

Sep 2012 - Dec 2016 (4 years 4 months)

Construction of a social media prototype along with its monetization schemes. Project required competitive landscape analysis& counter strategy development, project feasibility & cost-benefit analysis, requirements identification, UML modeling, and java coding. Development of a java program that extracts prespecified information from received XML files and records them in a local XML file, which would then be formatted using CSS to be ultimately presented on a browser. Design of a Python-based Web Analysis program that performs Natural Language Processing of numerous HTML files usingSentiment Analysis with an 81% accuracy rate. Oracle Database-based construction of a database for items of a hypothetical electronics shop including a demonstr

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