Business Analysis Project Management

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KHURRAM AFZAL

**** ****** **., **** ***, Mississauga, ON. L4Y 3Y9, Canada

Phone: +1-289-***-**** E-mail: ad5qym@r.postjobfree.com https://www.linkedin.com/in/khurram-afzal-94a6042/ HIGHLIGHTS OF QUALIFICATIONS

An Information Technology (IT) professional with over 20 years of experience in planning, overseeing, and leading projects from ideation to completion including business analysis, process planning, technical writing, financial reporting, and project documentation.

Ability to operationalize steady IT support especially when introducing new technologies and ensuring all bases are covered when issues arise post-implementation.

Well-versed in various common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.

Experience in coordinating teams, including internal staff and external contractors, ensuring effective collaboration and communication.

Experienced contingency planner adept at critical thinking, decision-making, and problem-solving, with a proven track record in team building, research, strategic analysis, and providing structure, direction, and vision. Skilled in customer-facing roles with a commitment to honesty and integrity. WORK EXPERIENCE

Tech Support Specialist

COSTI Immigrant Services Aug 2022 – Present

Provide office hours and weekend support to agency management, and staff serving refugees at designated hotels and hostels.

Bi-weekly visit to attend staff working evening shifts at hotels and hostels for troubleshooting network and hardware issues.

Create and manage Office 365 accounts, group management, deployment, and assigned O365 licenses.

Monitor TEAMS logs and review O365 user connectivity report, backup and restore TEAMS group files

Configure AV devices with TEAMS, assign required licenses, test connectivity.

Create/Extend/Disable user accounts, Groups, and OU management in Active Directory.

Assist/Revoke/Setup MFA account setup Azure Active Directory.

Manage Acrobat License.

Conduct monthly server updates.

Enhanced Technical Services Supervisor

SCI Group Inc Nov 2019 – May 2022

Managed 3 departments, Re-Certification, Parts, and Configuration Team in Toronto and Calgary.

Managed a team including verifying and approving working hours, approving vacations, and the annual contribution management process for the copier department.

Managed inventory purchase, and good receiving using SAP. Parts ordering and vendor management.

Established and standardized daily/weekly/monthly/annual repair, parts pick, and shipment reporting.

Analyzed data for production matrix system, field tech parts request, and process management.

Managed XEROX inventory using Log Fire (Oracle).

Processed documentation of SLS business for Lean Six Sigma for the entire ETS (Fujitsu/Canada Post/Xerox/Flash/PDT).

Planned technology solution update and budgeted for configuration/salvage/dust off department. 2

Technical Solutions Advisor

RESORTSUITE Oct 2017 – Mar 2019

Documented client production environment Oracle database/application and web user interfaces/payment configurations.

Created schedules, checklists, status reports, correspondence, change requests, and a master schedule of all projects and resources.

Managed the tech update process.

Conducted Oracle server uninstallation, installation, and Unicode migration of Oracle database.

SQL scripting to create and update tables/views/reports, tested technical process flows, and generated log files for the data flow and application update process.

Installed and configured interfaces: Exact Target/Apache/Lodging Link/Opera/Synxis/HTNG/RESDIARY/QAS/SHIFT4 and WorldPay.

Offered quality assurance and technical support of applications/interfaces/payments.

Created macros for Google Workspace for projects for new clients or migration of existing clients.

Tracked time in Workday and assisted in troubleshooting and in-house support.

Completed 36 projects in 10 months, 74 new server installations, and 50 existing servers. System Support Analyst

CompuCom Canada Dec 2013 - Feb 2017

Started as a Service Desk Technician and was later promoted to System Support Analyst

Monitored over 1500+ Windows/Virtual servers for clients: UHN - University Health Network, CAMH (Canadian Association of Mental Health), and LHIN (Local Health Integrated Network), using CMDB, NetIQ, SMART monitoring, and Service Now ticketing tool.

Provided support to staff, researchers, students, and patients of UHN, LHN, and CAMH, ranked best support person.

Performed regular approved security patches manually and with the SCCM tool in line with customer procedures and defined schedule.

Offered 3rd Level Server support for Windows / Linux / Unix Servers and configured different applications.

Assisted L3 with NETIQ services on virtual and physical servers for different CompuCom clients.

Created IDM/IAM users and security group, network shares in active directory and MS Exchange.

Performed backup/restore – data restoration as per client’s request, SLA, and customer policies.

Trained new employees about their specific roles and responsibilities and company procedures. CONSULTANCIES

Office 365 Consultant

Punjabi Community Health Services (PCHS) Jan 2023 – Mar 2023

Conducted migration of on-prem exchange to Office 365. o Code Two for syncing mail from on-prem to Office 365 o Purchase and deployment of client licenses

o Archive policy and force policy run for over 100 GB mailbox o Share mailbox and calendar deployment

Managed support, deployment, and troubleshooting after migration. ERP Consultant

COSMO Music June 2022 – Dec 2022

Managed troubleshooting, coding, and supporting existing FoxPro-based ERP.

Created Cinchy tables, auto sync, and connection for synching monthly sales and inventory

Moved existing domains (153 name domains) to AWS (Route 53) 3

Managed emailing PO, PR, Sales, and inventory reports/receipts from FoxPro to clients, vendors, sales, and procurement teams.

Created, supported, and offered troubleshooting for Excel reports.

Managed Windows Server patch deployment.

IT Consultant

S+C Partners Apr 2019 – Nov 2019

Managed PowerShell script to collect remote server usage, and network inventory, and assign default printers on remote sessions.

Configured new VoIP extension CISCO/YeaLink phones with 3CX.

Designed and planned disaster recovery and business continuity solutions.

Managed Azure cloud solution for Windows server and desktop deployments.

Managed Office 365 mailbox creation, migration, archive, MFA.

Implemented all requirements to remediate reported O365 Security Vulnerabilities

Tested and maintained all required security patching for O365 Teams & Exchange

Installed software and managed troubleshooting.

Managed networking issues, installed PC hardware and managed troubleshooting. ACADEMIC EDUCATION AND PROFESSIONAL QUALIFICATIONS MA (Economics) 2005-2007

University of Karachi

ITIL 4 Foundation

ServiceNow – Certified System Administrator

Lean Six Sigma

MCSA – (Microsoft Certified System

Administrator)

COMPTIA A+

Apple Product Professional Certification

Project Management (32 contact hours) -

Professional Institute of Excellence.

IQA (ISO 9001-2000) - In-house training and

workshop - TATA Group of Companies.

RED HAT Engineer - 3 Months Course - OpenTech -

RED HAT House.

Standard First Aid, CPR, and AED - St. John

Ambulance, Peel Dufferin Branch

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