Mauzzam Dadamia
London
Summary
Dedicated and accomplished IT Professional with over a decade of experience working with technology teams and implementing strategic IT initiatives. Proven track record in system optimization, project management, and enhancing overall IT infrastructure. Adept at aligning IT strategies with organizational goals to drive business success.
Overview
13
13
years of professional experience
Work history
IT Assistant Manager/ IT Specialist
Wynn Interactive UK/ Wynn Resorts USA
01.2022 - Current
- Responsible for the day-to-day IT requirements which includes tasks like deploying and maintaining desktops, laptops, and mobile devices, providing technical support to end-users, managing software applications, ensuring security protocols, and staying updated on technological advancements to ensure minimal disruption to business operations.
- Utilised ServiceNow ticketing system to manage and prioritise customer inquiries, which resulted in a 67% reduction in average response time
- Assessed support ticket trends with ServiceNow analytical capabilities, helping lower ticket volume by 28% through targeted training
- Setting up the IT infrastructure for the new customer support team in Malta office
- Negotiated and finalised contracts with IT vendors, achieving favourable terms and conditions and ensuring the timely delivery of IT products and services
- Collaborated with cross-functional teams for successful implementation of Palo Alto firewalls in the new Malta office
- Assisted in the implementation of a new ITSM tool, contributing to improved incident management and reporting capabilities.
- Assisted in the implementation Jira ticketing system for issue tracking and management, streamlining the workflow and reducing response time by 66%
- Led the procurement of IT hardware, software, and services for various projects
- Competent in the setup, configuration, and administration of JAMF Pro, deploying and managing Apple devices, including Macs, iPhones, and iPads, using JAMF Pro for efficient device provisioning
- Skilled in creating and configuring policies within JAMF Pro to enforce security settings, software installations, and compliance standards
- Deployed macOS updates and patches, maintaining a 99% compliance rate with security protocols
- Leveraged TeamViewer for remote support, leading to a 54% improvement in issue resolution time
- Established multi-factor authentication protocols in tandem with OKTA, improving system access security by 43%
- Utilised Nagios monitoring to proactively identify and address network outages, which contributed to a 49% reduction in downtime
- Collaborated with multidisciplinary teams to optimise SentinelOne security solutions, resulting in a 87% decrease in security incidents
- Offered technical assistance to customers via phone and email, maintaining a customer satisfaction rate of 98%
- Deployed Microsoft Windows updates and software patches through Intune, ensuring 99% compliance with security protocols.
- Assist in small to medium-sized changes for BAU operations
- Streamline Joiners-Movers-Leavers processes in Collaboration with the HR Team
- Used Microsoft PowerPoint to create training presentations for internal staff, which resulted in a 43% faster rate of new employee onboarding.
- Achieved a 94% success rate in responding to customer inquiries within the company's stipulated 2-hour response window, enhancing customer satisfaction and loyalty.
- Led a project to update password security policies using Keeper, curbing security breaches by 56%
- Leveraged Microsoft Teams' bot and integration features to automate routine tasks, enhancing team productivity by 18%
- Supervised software licenses via Lansweeper, ensuring compliance to save in non-compliance fines
- Implemented automation workflows using ConnectWise Automate, decreasing manual intervention by 32% and boosting response time
- Conducted IT onboarding of new starters and IT off-boarding of leavers.
Systems Engineer
BetBull Social Sports UK Ltd
01.2020 - 01.2022
- Proven expertise in designing, implementing, and maintaining complex IT infrastructures to ensure optimal performance and reliability
- Collaborated with team members to address complex problems, demonstrating a proactive and problem- solving approach
- Provided on-site technical support for IT and at various client locations worldwide through phone, mail, slack, Teams or in person
- Implemented Okta's user lifecycle management features, resulting in a reduction in the time required for user onboarding and offboarding processes
- Successfully rolled out Multi-Factor Authentication across the organization using Okta, resulting in a 25% decrease in unauthorised access incidents
- Led the integration of critical applications with Okta, achieving a 40% improvement in application access efficiency and a more centralised management approach
- Experience in implementing and optimizing cybersecurity measures to safeguard systems and data
- Assisting the team with Gambling Commission audits, occasionally checking policies, and making necessary arrangements
- Renewing end-user computers and installing all necessary programs, activating network printers and completing their migration
- Provided on-site support for Microsoft Windows and hardware issues and achieved a 96% issue resolution rate.
- Created comprehensive documentation using Microsoft Word, enhancing the knowledge base and improving first-call resolution by 53%.
- Facilitated 1,742 remote support sessions using TeamViewer, resolving 92% of issues without on-site intervention.
- Collaborated with different teams to implement malware prevention measures, resulting in a 67% decrease in security incidents.
- Monitored network performance using SolarWinds Network Performance Monitor, addressing issues and minimising downtime by 53%.
- Collaborated with Google Cloud Platform to migrate critical systems, resulting in a 61% cost reduction in infrastructure management.
- Responsible for training of new staff
- Developed online FAQ articles to address common issues, reducing the average number of tickets by 39%
IT Systems Administrator
Indus Tours & Travel
01.2011 - 01.2020
- Managed IT systems and infrastructure, including servers, telecom, and WAN-LAN connectivity
- Successfully managed an on-time, on-budget completion of company- wide upgrade to Windows 10 and Office 365 with minimal impact for both onsite and remote employees
- Led the procurement of IT hardware, software, and services for various projects
- Strengthened system security and implemented robust backup/recovery solutions
- Introduced new CRM system that has dramatically improved turnaround time on quotations, enabling consultants to prepare
- Developed a weekly backup schedule through Acronis Backup which decreased data loss incidents by 97%
- Implemented VMware server installation and configuration (7 physical, 26 virtual physical server)
- Setup and management of Active Directory, Group Policy
- Utilized Zendesk to manage and prioritize support requests, which resulted in a 29% reduction in average response time
- Leveraged Remote Desktop Protocol to remotely troubleshoot and resolve software-related issues, leading to a 52% increase in first-call resolution rate.
Education
AWS Certified Solutions Architect Certification
Currently working on
A+, Network+ -
CompTIA
BSc - Computer Science
Kingston University
BTECH National Diploma - Electronics & Electrical Engineering
Uxbridge College
A-Levels - ICT
Harrow College
Skills
- Microsoft Windows 10 & 11
- Microsoft Windows server
- Microsoft Office 365, Teams
- Active Directory
- ServiceNow Management
- Microsoft Exchange
- Microsoft Azure
- MacOS
- MDM tools
- JAMF Pro
- Microsoft Intune
- VMware
- AWS
- G Suite Management
- OKTA Management
- ISO 27001
- ITIL 4
- Networking (Routers, Switches, Firewall)
- Data Backup & Recovery
- Slack Management
- Atlassian (Confluence, Jira, Bitbucket)
- Firebase
- Jenkins
- Cyber Security endpoint solutions
- SentinelOne
- TeamViewer
- Lansweeper
- AssetTiger
- Nagios
- ConnectWise
- Zoom
- CRM System
- Mobiles - Apple, Android
- VOIP Phone system
Timeline
IT Assistant Manager/ IT Specialist
Wynn Interactive UK/ Wynn Resorts USA
01.2022 - Current
Systems Engineer
BetBull Social Sports UK Ltd
01.2020 - 01.2022
IT Systems Administrator
Indus Tours & Travel
01.2011 - 01.2020
AWS Certified Solutions Architect Certification
Currently working on
A+, Network+ -
CompTIA
BSc - Computer Science
Kingston University
BTECH National Diploma - Electronics & Electrical Engineering
Uxbridge College
A-Levels - ICT
Harrow College