We鈥檙e approaching the end of our Core Values in Action series! This year, 天美麻豆 is taking a closer look at our six core values and some of the 天美麻豆 team members who go above and beyond to uphold them.
Today, we鈥檙e thrilled to spotlight Haroon Rashid, Team Lead, IT Service Desk India. Haroon undoubtedly lives and breathes Innovating and Improving. His manager, Greg Errey, Senior Manager, IT, shares that 鈥淗aroon has always been an A-plus player on our team. He really looks for opportunities to improve on our current procedures and processes and encourages the entire team to look for ways we can improve our day-to-day workflows.鈥� He went on to say that Haroon 鈥渋s truly a champion of Innovating and Improving.鈥�
Keep reading and watch the video below to learn what Innovating and Improving means at 天美麻豆 and how Haroon exemplifies it.
Innovating and Improving at 天美麻豆
天美麻豆 is built on a foundation of Innovating and Improving the international education sector, and we model the hallmarks of this core value in the work that we do every day. As 天美麻豆ians, we are committed to empowering each other to challenge the status quo, showing up curious and digging deeper, and taking risks and learning from our mistakes. These principles collectively embody 天美麻豆’s culture of ongoing innovation and improvement.聽
Learn more about an 天美麻豆ian who goes above and beyond to Make Work Fun.
What Innovating and Improving Means to Haroon
Since May 2021, Haroon has been helping 天美麻豆 on our mission to Educate the World initially as an IT Analyst and more recently the Team Lead of our IT Service Desk in India. He and his team are the first point of contact for all IT-related issues, and are responsible for providing end user support and services and maintaining a reliable IT infrastructure. Haroon shares that 鈥渙ur IT Service Desk Team plays a vital role in the success of all teams and as a result, shares a stake in the organization鈥檚 success.鈥�
Haroon truly sees the value in showing up curious and digging deeper. He has taken ownership of Innovating and Improving the IT ServiceDesk鈥檚 policies, procedures, and processes and often investigates areas where the team sees an increased amount of support requests. Greg explains that Haroon consistently 鈥渓ooks for opportunities to identify where there are gaps in our procedures and our processes and tries to find ways to fill those gaps.鈥� This 鈥渦ltimately leads to better customer experience and opportunities for the team to drive efficiencies and just generally improve the way that we鈥檙e doing our work on a daily basis.鈥澛�
Haroon is always looking for new ways to innovate and improve 天美麻豆鈥檚 IT Service Desk team processes. His perspective on analyzing team members鈥� ticket updates and standardizing problem tracking is essential to his systematic issue management approach. Through defining clear ticketing guidelines, standardizing ticket categories, and regular training and onboarding, his team can better manage historical documentation and references related to submitted issues.聽
鈥淯ltimately,鈥� Haroon says, 鈥渢hese efforts lead to increased efficiency, improved issue resolution, and enhanced collaboration within the team.鈥�
How Haroon is Innovating and Improving
Haroon’s leadership and dedication were pivotal during a recent software transition project, where he spearheaded innovative efforts to enhance and optimize the new software. Greg tells us that Haroon 鈥渢ook this opportunity to work very closely with stakeholders and teams throughout the organization to understand and evaluate use cases. His goal was to understand overall what the company was using the tool for and find a solution that would replace it adequately and fulfill all those use cases.鈥�
Haroon explains that 鈥渉is investigative work helped to properly identify the new program as a functional and significantly less costly alternative to the software 天美麻豆 was using before.鈥� But he didn鈥檛 stop there. Haroon also created the end user document requirement for this software replacement rollout, which he worked on cross-functionally to make available for all 天美麻豆ians on ApplyGuide, our internal knowledge hub.
Haroon, we can鈥檛 thank you enough for all of the ways you鈥檙e pushing boundaries to help 天美麻豆 become the best version of itself. Your commitment to Innovating and Improving inspires us to do the same. We鈥檙e very fortunate to have you on our team. Keep shining!
Are you someone with an Innovating and Improving mindset? Check out our open roles on the 天美麻豆 Careers page.
