Project Manager Customer Service

REHAN IQBAL

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

North Brunswick, NJ *8902

Home 732-***-**** Mobile 732-***-****

Email: ******@*******.***

OBJECTIVE: A technical services professional with experience in the financial industry, including

banking and insurance, willing to learn new skills, take on challenges, and complete any

education/licensing examinations necessary for career growth.

SKILLS: People Management; Project Management, Budgeting and Forecasting; Vendor

Management; ITIL: Windows 2000/2003 server; MS Office, XP, NT, Windows 7, Outlook;

Novell; VMWare; LeoStream; Lotus Notes; Reuters; Bridge; Bloomberg; Blackberry;

Apple; Remedy; Peregrine; Active Directory; Dell; HP; IBM/Lenovo; Citrix; Sunray, Wise,

DevonIT terminals; Virtualization Deployment;

EXPERIENCE: JPMorgan Private Bank, April 2001 – September 2010

New York, NY

Technical Infrastructure Project Manager/Service Delivery Manager

• Manage and maintain all aspects of desktop services for JPMorgan

Private Bank’s 5000 user community in an enterprise environment with a

staff of 20 employees spanning approximately 50 branch office throughout

the US, Latin America, Europe and Asia

• Hands on technical lead for desktop related issues and single point

of escalation for desktop support teams. Served as the desktop and

Blackberry SME for technology teams.

• Lead all infrastructure related projects which include hardware and

software refreshes. Projects include various desktop optimization patching,

virtualization deployments, Dell to HP hardware refresh, network hardware

refresh, and Symantec version upgrades.

• Managed and directly lead global desktop deployments of Windows

OS upgrades which included Windows NT to Windows XP and Windows XP

to Windows 7. This included upgrades of apps such as Office 2007 to ensure

minimum OS requirements.

• Work with various Application Developments teams to ensure all

Operating System upgrades and various app revisions such as Internet

Explorer v6 to v8 compatibility have been properly tested in UAT

environments as well as all internal proprietary applications.

• Followed ITIL guidelines to setup Change Management, Incident

management, and Service Request process

• Lead Email migration from Lotus Notes to Microsoft Exchange and

conversion from Sametime to Microsoft Office Communicator client.

• Meet all SLA requirements for initial response and resolution time

for desktop support team using Remedy and Peregrine Service Center

ticketing system including setting up BAU and Day 1 support guidelines.

• Training and mentoring support staff to enhance customer service

and technical skills to meet high demands of the business

• Meeting with business contacts on a weekly basis to improve

service delivery from the desktop teams and enhance technology to business

relationships. Providing Metrics to management.

• Working with external Market Data Vendors to implement and

support apps (Bloomberg, Reuters, FactSet)

CHUBB Corporation, April 1998 - March 2001

Warren, NJ

Consultant: Systems Analyst, Lotus Notes Support

• Windows NT workstation support for 10,000 CHUBB users

NT administration issues including access rights and groups

Disabling roaming profiles and enabling roaming profiles

Remote management of workstations through Tivoli Web Access

Laptop connectivity issues with VPN

• Lotus Notes Second Level Support

Computer Generated Solutions May 1997 - February 1998

New York, NY

Consultant: Client Support Specialist

• Novell 3.12, 4.11 servers, AS/400 System 38

• Creating users, passwords, file system, security, administration

• Support AS/400, MS Office Suite, Lotus 1-2-3

• Helpdesk level II & III

• Printer configuration, troubleshooting, phone support

• Mail: MS Outlook and Novell Group Wise administration

VIVI Communications March 1994 - May 1997

Secaucus, NJ

LAN Administrator

• 200 user network, Novell 3.l2 servers

• Daily, weekly, backups, file system security

• Installing and configuring servers, printers, hardware

• Windows 95 workstation support

• Creating users, revising system login scripts

• Hubs and Routers, modern resets, Ethernet

• Helpdesk Level I & II

EDUCATION: Raritan Valley Community College, Bridgewater, NJ

Associates in Economics, 2011

Chubb Institute, North Brunswick, NJ

Certified Network Engineer, 2000-2001

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