NARGESS SHAMS

Project Management:

• Oversee the planning, execution, and delivery of projects, ensuring they meet quality standards, deadlines, and budget constraints.
• Coordinate with cross-functional teams, including instructional designers, developers, and multimedia specialists.

Strategic Planning and Vision:

• Develop and implement the company's strategic goals and vision for eLearning and virtual reality training solutions.
• Identify market trends and opportunities to expand the company's offerings.

Team Leadership and Development:

• Lead, mentor, and develop a team of professionals, fostering a collaborative and innovative work environment.
• Conduct performance evaluations and provide opportunities for professional growth.

Hardware and Software Troubleshooting:

• Oversee the troubleshooting and resolution of technical issues related to hardware and software used in eLearning and virtual reality projects.
• Ensure the smooth functioning of all technical components, including VR headsets, development software, and LMS platforms.
• Collaborate with IT support teams to maintain and upgrade systems, ensuring minimal downtime and disruption.

Innovation and Technology Integration:

• Stay abreast of advancements in eLearning technologies and virtual reality.
• Integrate new technologies and methodologies into course development to enhance learner engagement and outcomes.

Project Involvement and Management:

• Lead and participate in various IT projects, including the implementation of a CRM system, migrating staff to Microsoft 365, and overseeing hardware upgrades.
• Manage the reimaging of PCs across the organization, ensuring consistency and security in the setup process.
• upgrade meeting rooms with new systems for both Cricket Australia and Cricket Victoria buidlings, ensuring enhanced functionality and seamless integration.

Ticket Management and Resolution:

• Efficiently handle and resolve up to 100 support tickets daily, addressing a wide range of technical issues related to software, hardware, and network systems.
• Prioritize and escalate tickets as necessary, ensuring timely resolution and minimal disruption to business operations.
• Manage and lead the IT support team, assigning tickets and tasks based on team members' expertise and workload.

User Training and Support:

• Provide training and support to staff on new systems and technologies, particularly during transitions such as CRM implementation and Microsoft 365 migration.
• Develop and distribute training materials and user guides to enhance staff proficiency and reduce support requests.

Vendor and Stakeholder Collaboration:

• Liaise with external vendors and service providers to coordinate installations, repairs, and upgrades.
• Collaborate with internal stakeholders to understand business requirements and align IT services accordingly.