Zamil Khan

**** ******* **** ** *, Irving, TX-***38

214-***-****

acphvv@r.postjobfree.com

Objective: Seeking an opportunity to utilize my expansive IT skill sets and

knowledge in a challenging position offering development and career

enhancement.

Summary:

• 11 years of progressive technical experience, including 5 years of MAC OS

with solid experience supporting helpdesk and system analysis.

• Experience configuring, monitoring, upgrading and maintaining systems

hardware, software and related infrastructure

• Strong analytical skills; able to work with technicians from various

engineering disciplines to troubleshoot complex system-level issues,

• Experience in PL/SQL that includes Cursors, Ref-cursors, Bulking

techniques, procedures, Functions and Packages, Oracle Supplied

Packages, Collections, Partitioned Tables, Triggers, Materialized Views,

Table Indexing, Index Organized Tables (IOT).

• Developed different Business Intelligence OLAP report using OBIEE

• Proficient with UNIX and shell scripting.

• Strong interpersonal skills, ability to interact with people at all levels.

Obtain good verbal, written communication and presentation skills.

(04/2009 – 12/2014)

TXU ENERGY (Pinnacle Technical Resources)

6555 Sierra Blvd

Irving, Texas -75039

SAP Help Desk Analyst

As a SAP Analyst, daily responsibilities include delivering comprehensive,

analytical support services to TXU’s SAP infrastructure (i.e. call center agents

and business units (Oncor, EFH Holdings, and Lunminant)on both technical and

business issues used in defining, developing, documenting and adhering to

operational standards and processes in support of the business infrastructure

containing (Sun Solaris 5.10, SunFire E2900, SunFire V890, Windows Server

2003/2008/2013 R2, Sun Fire T2000, Citrix, Dell Optiplex790, Oracle 11.2.0.2.0,

SAP SR/3, Unix, Red Hat Linux, HP Service Manager, BMC Remedy and Qfiniti)

• Worked with technical, managerial, and inter-departmental communities to

resolve simple to complex operational issues (system failures, latency,

network, application issues).

• Facilitated and monitor critical issues for SAP systems affecting TXU

Energy business on bridge call

• Acted as liaison between end users and resolver groups and IT Leadership.

Provide details, facilitate changes and issues management. Coordinate

resolution efforts with outsourcing entities and external vendors.

• Monitored the Redwood CPS tool and work with batch operations team to

resolve batch issues and discrepancies

• Monitored Web Site Pulse for TXU.COM website delays or failures, Biz

Manager for failed transactions on B-to-B gateways, HP Sites cope for

TXUE applications, Riverbed Cascade for alert conditions and performance

degradation on TXU Infrastructure and Tier 1 systems, and IDOC

processing flow within SAP

Provided support all critical and non-critical issue, creating ticket and

•

assign to resolving team and follow up and updating ticket periodically

working closely with ROCC, IT RISK and other teams

• Created processes and procedures documentation. Prepare and update

shift turnover document on critical incidents, monitoring or job executions.

Prepare and send documentation and reports for TXU IT Leadership.

• Interfaces with enterprise architects, project managers, line of business

managers, infrastructure leads, and third party service providers in the

conception, evaluation, piloting, engineering and operational delivery of

solutions for the organization.

• Managed the ticket queue on remedy and HP Service manager system and

follow up with resolving team and updating the ticket according predefined

SLAs.

Managed and provided access to the share point and facilitate the process

•

for share drive, UNIX and SAS access request.

• Managed and provided access to care knowledge, Live Meeting, HP

service manager, HP Quality center, HP project manager and Qfiniti

application

• Provided support and worked closely with IT Security team (RISK Team) to

facilitate the process for all new users, termed, t-code and roles

modification request

• Supported DNS, WINS and Alias management using QIP.

• Creation of service tickets in HP Service Manager to log incident, problems,

and defects. Facilitated to the resolving team, follow up and closed the

ticket with resolution note

• Responsible for multifactor authentication and provisioning troubleshooting

of end users within a Citrix environment leveraging soft, virtual and

physical token for enhanced authentication to end points.

Used Active Directory and putty daily basis to assist user’s UNIX log in

•

issue, killed hung or restart server and terminated user’s access

Oversee activities daily basis such as process, ABAP error, system logs,

•

dumps, locks, users roles, assisted end user resetting the password and

unlocking lock session for all SAP environments, UNIX, SAS, Live Link, Live

Meeting, HP project manager and HP service manager system.

• Ensures information security within operational processes in all aspects of

daily functions by applying industry best practices and standards.

(07/2008- 04-2009)

The Plus Group, Plano, Texas

NCG (u-spoc)(AT&T)

Technical Support Analyst

As a member of U-verse technology service center, I had opportunity to work

several team, through out AT &T world class operations enterprise center

• Provided level- III internal technical support for escalation issue from team

leads, U-verse manager, U-verse field technician and others teams.

• Provided support to all critical issue, with opening a bridge call,

creating high severity ticket, assign to resolving team, updating ticket

periodically and informed internally to the team members working closely

with ROCC, NOC team

• Investigated and resolve, network system outages, update remedy note

periodically

• Monitored call volume, site cope, communicating with network team and

keeping update with system analyst and with current outages.

• Worked with various teams including (NOC) across the AT&T to help

resolve network and system outages and irate and complex customer issue.

(04/2007 – 07-2008)

AT&T / (The Plus group)

Dallas, TX

Senior Technical Support Analyst II

• Provided support to the field technician with installation of FTTN / FTTP,

IPTV, High speed, VOIP, and Home Network installations.

• Provided support to the customer with Mac, Windows software, hard ware

and security issue, using remote access provided services to the customer all

U-verse services including, wireless printer, cell phone, service, e-mail

configuration and migration from other domain.

• Home network and other wireless equipment, Routers, Hub configuration

provided services to the customer with configuration with Mac mail,

Microsoft outlook, Calendar Appointment, out of office message, signature

and e-mail groups.

• As a member of FCR team had taken each customer call with priority and

documented in the database using Remedy and follow up with customer if

needed.

• Worked as a peer coach in the team share information to improve and

educated technical skills for other analysts.

• Remain knowledgeable current industry products and technology

(03/2002 - 02-2007)

Telvista Central (Verizon )

Dallas, TX

Senior Technical support Escalation team (supervisor)

• Provided services all inbound high severity escalated issues

including monitoring and follow up.

• Provided services irate and chronic customer issues, set up

dispatch in timely manner and followed up with customer and

updated the ticket with accordingly and closed.

• Ability to applied troubleshooting skills professionally and interact

with all business client and other affiliated vendors, trouble shoot

for slow through put, routing issue, e-mail configuration, with Mac

mail and Microsoft outlook Wireless equipment, hub and routers

connectivity issue.

• Provided service installing Verizon DSL software, Modem, Router,

TCP/IP setting and VPN issues.

Technical Proficiency:

Languages SQL, PL/SQL, SQL*Plus

RDBMS Oracle 11g/10g/9i/ 8i, MS SQL Server, Ms-Access

Business Intelligence OBIEE 10.1.3.4.1,Oracle reports 10g/9i/6i,

Tool Discoverer

ETL SQL, PL/SQL

Other Tools TOAD 8.0/8.5/9.0, SQL Developer,

Operating Systems Sun Solaris, Unix, Linux, Windows, Mac

Microsoft office Excel outlook, power point, word and Exchange.

IT Support Skills Active Directory, Network /VPN Connectivity, System

TCP/IP, Upgrades, System Recovery, Driver

Installation, LAN/WAN, Wireless issue.

Professional Training: Radiant Systems Inc. Richardson, Texas

1) 8 Weeks Professional training on Advance PL/SQL and implementation

2) 12 Weeks training on Oracle SQL& PL/SQL

3) 4 Weeks Professional training on Oracle OBIEE

4) 4 Weeks training on UNIX

Education:

Southeastern Oklahoma State University, Bachelor of Arts, Accounting,

Durant,, Oklahoma,

National University, Bachelor of Arts, Business, Dhaka, Bangladesh

ITIL Certified.

Currently preparing for SQL & PL/SQL certification.

References: Upon Request.

COMMUNITY LEADERSHIP

VNA – Deliver Meals on Wheels

Contact this candidate