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Support Manager

Location:
Ontario, Canada
Posted:
July 29, 2015

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Resume:

Aamir M. Pirzada

**** ********

LaSalle, ON N*H *B6

226-***-****

acqzu4@r.postjobfree.com

Summary

Over 17 years of IT professional experience with exceptional abilities in IT infrastructure architecture and planning, systems monitoring, and IT sustain activities. Dedicated, hardworking individual with the personal communications skills to work at all levels of the organization. Exceptional expertise in Microsoft Technologies, Globalized Deployments, High Availability Solutions, Capacity Planning, Shared Service Solutions, Application Support, Contact Center Solutions. Excellent analytical and problem-solving skills. Strong team player and able to work issues to resolution, strong project managment skills, communicate technical information and/or training clearly to end-users and business users

Key Skills

Finding ways to solve business problems through technology

Reducing IT support cost through strategic outsourcing and off-shoring

Architecting Mission Critical Solutions for High Availability

Systems Testing, Regression Testing, and User Acceptance Testing

Communicating effectively with all stakeholders

Driven to learn new technologies and build expertise

Root Cause Analysis

Disaster Recovery and Business Continuity Initiatives

Large Enterprise Server Deployment

Technical and Business Expertise

Management of Complex Environments

Vendor/Supplier Management

Extensive experience in windows server environment

Extensive experience supporting Java applications running in the websphere/Unix environment.

Technology Summary

LANGUAGES –HTML, XML, J2EE, JavaScript, VB Script

APPLICATIONS – MS SMS,Active Directory 2000/2003, IIS 5.0/6.0, MS Load balancing, MS SQL Server 2000/2005, MS SharePoint, MS Office Suites, IBM WebSphere, Remedy, GIRS Ticketing Systems, Serena PVCS Tools, Debug Diag, HP SiteScope

PLATFORMS – Microsoft, UNIX, Linux, Novell

O/S- MS 2000/2003/2008 Server, Microsoft Windows NT/2000/XP/Vista, Novell Netware 4.X/5.X/6.X

METHODOLOGIES - ITIL, Sarbanes-Oxley, SDM, CMMI, ITPM

TOOLS – Webtrends, SiteScope.

NETWORKING –IP Load Balancers, WAN, WLAN, LAN, SSL, TCP/IP, DNS, WINS, DHCP, FTP, sFTP, HTTP, LDAP, Kerberos, NetBIOS, VPN, SMTP, Telnet

OTHER – HP Proliant Servers, HP Blade Servers, IBM, IBM xSeries Servers, Dell Power Edge, Dell Blade Servers

Professional Experience

OnStar-General Motors

Jan2012-Present

Application Sustain Manager

Lead a team that has broad responsibilities for monitoring, validating, trouble shooting and deploying solutions and restoring services for GCCx Organization

Proactivity work with the OnStar Command Center (GM) to reduce occurrence of incidents (Sev1 & Alphas) by use of monitoring tools. Evaluate service disruptions, and ensure resources are available to cover 24x7 support. Identify the gaps and provide appropriate solutions to the problems.

Coordinate and facilitate restoration of services activities as needed, open Bridge Line as necessary and page Teams to the line to restore services as soon as possible

Communicate business impact and restoration activities to senior leadership oh a high level.

Manage and develop a team with a mix of employees and contractors (onshore + offshore) to achieve SLAs and improve quality and reliability of production support of applications.

Exercise judgment and make decisions to manage business expectation using deep technical expertise and independent seasoned thinking.

Work with business customers to align and prioritize sustain activities (Requests, defects, through-put improvements, etc

Supports the execution of all production deployment - Major Release, Minor Release, Emergency Changes, and Break/Fix

Ability to present highly technical concepts to a non-technical audience. Excellent interpersonal, written/verbal communication, and leadership skills with the ability to quickly build credibility, influence and make recommendations to all levels. Communicates application problems, root cause and corrective actions to Senior IT Leadership and Business Clients.

Strong cross-functional team player working seamlessly within a matrix structure.

Responsible for day-to-day operations of OnStar applications, applications tower team and related supplier activities (work prioritization). Manage relationship and interface with Supplier Tower Leads and Supplier Manager.

Function as single point of communication to business/IT management on issues related to supported applications.

Ford Motor Company

March 2005 – December 2011

Lead Technical Engineer

Lead technical projects for key customer facing applications and infrastructure.

Provide expert advise and consultation to key project managers and team leads.

Provided operations support for Mercury’s Business Availability Center to support Application Performance Monitoring with Application Development Systems.

Implemented an electronic request and incident logging system to document and manage all distributed operations requests and incidents.

Implemented metrics programs to ensure Service Level Agreement (SLA) compliancy and continuous improvement for applications operations support.

Developed business continuity plans to ensure consistent support of critical applications in the Business to Consumer (B2C) environment.

Technical deployment and architect specialist for J2EE applications. Provide windows and Unix/Java based applications support in production, beta and development enviornments.

Critical systems adminitration and SLA management for optimum customer satisfaction.

QA and UAT testing for all enchancments and newly developed applicatons.

Work with Senior Mangement to win new business for the Shared Services Portfolio.

Involved in long-term strategic planning for the Ford Motor Company infrastructure involving processes, team training and development, and change management initiatives.

Install and configure the softwares on Microsoft Windows 2000/2003.

Batch and job scheduling for a number of different applications and infrastructure software, including the use of scheduling and implimmentation by using Autosys.

Perform troubleshooting of incidents, problem analysis, problem identification and services restoration for hardware and software components.

Install applications on Microsoft and Unix servers, according to rigorous change control procedures.

Analyze the usage of system resources (I.E CPU, storage, memory, applications) and take action to reallocate resources according to service level agreements.

Extensive experience installing Web application servers, FTP servers including creation of directory structure, websites, and virtual directories and work on optimizing the server resources.

Extensive experience with Microsoft IIS 5.0 and 6.0 running on Microsoft Windows 2000/2003 servers which includes configuring and implementing websites and applications running on the webservers.

Visteon

October 1999 – December 2003

Senior Systems Analyst / Network Administrator

Lead Systems Analyst responsible for multi-site operations.

Provide Microsoft Windows NT/2000 client/server support to various Visteon locations.

Manage Visteon Domain services for network operations.

Install Patches, service packs and update Mcafee Dat files on servers.

Provide Microsoft application and third party software support to the end-users.

Utilized Symantic Ghost software to create and install Images on desktops and laptops.

Trouble shoot, install software, and provide technical support, for various applications.

Responsible to ensure efficient and reliable funcationality of Visteon network enviornments.

Provide field support to all external Visteon resources.

Electronic Data Systems (EDS)

January 1998 – October 1999

Systems Analyst / Desktop Support

Provide project support for Y2K compliance.

Provided 2nd level support to 8000 General Motors employees.

Worked on Y2K upgrades, loading applications, on the PCs and troubleshooting any desktop issues.

Provided full Lotus Notes client side support. Trouble shoot and set up user accounts in Lotus notes

Worked on special cases, in resolving, the computer application and Hardware issues.

Worked as a team member to migrate machines from windows 3.1 to Windows 95. (GMOL). Performed some administration tasks from time to time, on user accounts

Education

Wayne State University, Detroit, MI – May 1997

oBachelors – Computer Science

Bahaudin Zakaria University, Pakistan – August 1991

oBachelors - Economics and Statistics

Work Status: U.S Citizen (No Sponsorship needed)



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