IT - Service Operations

An experienced professional with IT Operations, Service Management, Data Analysis, Data Visualization, Websites & Software development lifecycle experience with strong interpersonal skills that contribute to working effectively in a diverse working environment

Highly energetic, flexible, reliable, responsible, self-motivated and professional individual who thrives in fast-paced, dynamic environments, ability to follow detailed tasks to completion with minimal supervision

Worked closely with various project stakeholders, SMEs, and staff to understand and document business requirements, functional requirements and design specifications for new application along with enhancements to the existing applications

Effectively training, motivating & mentoring team members

Expert in prototype designing, usability testing and maintaining product releases for web applications

Ability to work under strict deadline and pressure

Certifications

Statistical Thinking for Data Science and Analytics – Issued by ColumbiaX & Microsoft edX

Analyzing and Visualizing Data with Power BI – Issues by Microsoft edX

Watson Analytics - Level 1 – Issued by IBM

Big Data Foundations - Level 2 – Issued by IBM

Data Science Foundations - Level 2 – Issued by IBM

Data Science Foundations – Level 1 - Issued by IBM

Hadoop Foundations - Level 1 – Issued by IBM

Big Data Foundations - Level 1 – Issued by IBM

Spark - Level 1 – Issued by IBM

Designing a Data Visualization – Issued by Lynda.com

Data Visualization Fundamentals – Issued by Lynda.com

Data Science Orientation – Issues by Microsoft edX

Introduction to Microsoft Dynamics CRM 2013 – Issued by (MVA)

Administering SQL Server 2012 JumpStart – Issued by (MVA)

Database Fundamentals – Issued by (MVA)

Implementing Big Data Analysis - Issued by (MVA)

Design And Implement Big Data & Advanced Analytics Solutions – Issued by (MVA)

Introduction to Data Science – Issued by Lynda.com

Techniques and Concepts of Big Data – Issued by Lynda.com

Data Visualization Fundamentals – Issued by Lynda.com

Professional Experience

FGL Sports & Marks Work Warehouse, Calgary

IT Service Operations Analyst, April 2014 – Present

Technologies / Tools Used: ServiceNow, Robot/SCHEDULE, Control-M/Enterprise Manager, ReACT EKG, IBM System storage, JDA applications, Citrix XenApp, Cloud Storage, NetBackup /Backup Exec.

Thorough understanding of ITIL/ITSM processes, this includes but is not limited to the integration of Incident, Service Request, Change, Asset, and Configuration Management core processes

oConfiguration/Customization of the ServiceNow system, including creating workflows

oLoad, manipulate and maintain data between ServiceNow and other systems

oWork with IT managers to generate views and reports with ServiceNow as needed

oTrain users in operation of the ServiceNow system

Create requirements definitions and technical specifications documentation, Documenting key business processes and procedures for the purposes of enhancing the Service Assurance knowledge base

Monitor major business functions and report to Senior managers, AVPs & VPs every morning

Manage issues and adhere to SLA’s for the response and resolution to incidents and problems

Update configuration items database to link the respective teams in ServiceNow database

Utilize ServiceNow to assign, track, communicate and resolve issues

Research and recommend solutions on incident from ServiceNow and problem resolution

Incident Management

oSchedule all Major incidents bridges / calls

oThe escalation of Events to Incidents, Documenting response to Incidents

oFacilitate status meetings with application business owners and other teams involved

oExplain complex technology and issues involved to peers and to management

oIdentifying each required teams / individual is attending the incident bridge / call and other review meetings

oTake active part in major incident (MI) bridges / calls to collaborate with stakeholders and other IT departments as well as operations team to analyse systems downtime, assess root causes and resolutions

oProvide end-to-end ownership of all events and incidents

oDocumentation, Send final completed chronology to business / senior management. Documenting response and control activities for specific events

Participating in Change Management, Release Management processes and reviewing the change with all the related technical teams and reviewing communication documentation

Working with Senior Business Analysts and Technical Architects and Project managers for pre-production and production change management

Working with Core Enterprise Job Schedulers applications like Robot Scheduler and Control- M

Event Management Including Batch Monitoring, Monitoring of overnight Business Processes

Track open issues, tickets and incidents recorded on ServiceNow that are outstanding with internal teams or vendors and escalates as required

Identifying priorities, issues, trends and determine resource requirements to troubleshoot and resolve application issues

Working with corporate and franchise store systems to ensure nightly maintenance processes are executed

Maintaining inventory of daily and nightly activities to support compliance

Performing database checks, managing event day reporting, comparing with past two years’ hour by hour sales with help of SQL query & DB visualizer and reporting to senior management

Generating, verifying customizing and reporting various business reports with business stakeholders / teams

Back up with NetBackup /Backup Exec and Tape Management – IBM 3576, 3484, 3573, Scalar i500 Libraries

Working with TIBCO, JIRA, IBM Cognos

JDA applications (PMM, Demand, Fulfillment, Enterprise Planning, Channel Clustering, Assortment Planning), JDE, Audit Works, CRM

Working with Windows 2000, 2003 Server, AIX, Linux, RF protocols, IBM I Series AS400.

Taking care of Data Center operations

Monitoring Core BGP Routers/Working with ISP for resolution (TELUS, ROGERS, BELL, SHAW)

Monitoring all Network Equipment’s, Servers and Applications through Solar Winds- Orion

Shaw Cablesystems, Calgary

Customer Solution Expert, Nov 2011 – Sep 2014

Technologies Used: Microsoft Office Suite, Unified Desktop, CBS (cable Base System), Photoshop and Illustrator

Promote Shaw’s products and services through identifying customer needs and providing them with solutions suited to their needs

Seek opportunities for additional sales with new and existing customers

Generate revenue by achieving sales targets

Track sales and sales activity though available technology and tools

Provide professional and knowledgeable service while delivering an exceptional customer experience

Establish strong customer relations with both internal and external customers

Work as a team to ensure departmental and individual goals are met on a daily basis

Provide customers with product troubleshooting instruction when required

Represent Shaw in a positive and professional manner

Project work as assigned with minimal supervision.

Freelance Work (Web Designer & Administrator), Oct 2010 – Oct 2013

Technologies Used: Adobe (CS3 &CS5) Dreamweaver, Photoshop, Illustrator, Flash, HTML, CSS, jQuery, Joomla, JavaScript, MySQL, MS SQL, Access, Microsoft Office Suite etc.

I am responsible for site structure (information architecture), Editing & preparation of images for websites

Involved in maintaining, Editing and Publishing content through Joomla CMS

I am responsible for planning, design, implementation and administration of complete web sites

I design with standards compliant code with emphasis on browser compatibility, accessibility, and search engine optimization

Staples Business Depot, Calgary

Sr. Technology Sales Associate, Dec 2010 – Dec 2011

Technologies Used: AS400, Microsoft Office Suite, Print & copy shop applications etc.

Provided technology solutions for individual as well as business customers

Setup computers, laptops with operating systems, software installs, hardware upgrades, troubleshooting, software updates, networking etc

Troubleshooting & installations for Android Tablets, iPads & HP Touchpads

Demonstrated high degree of customer awareness and technical knowledge while coordinating the design and processing of customer orders

Ensured that printing and reproduction systems are operating at efficient levels in order to maximize profitability

Maintained customer satisfaction by providing high quality service

Avishkar Solution Pvt. Ltd., Mumbai, MH, India

Managing Principal, Web Designer & Administrator, Feb 2007 – Oct 2010

Technologies Used: Adobe (CS3) Dreamweaver, Photoshop, Illustrator, Flash, HTML, CSS, jQuery, JavaScript, MySQL, MS SQL, Access, VB 6.0, ASP, MS FrontPage, Microsoft Visual Studio and ASP.NET, FTP, Servers, Cloud Computing, Microsoft Office Suite, AutoCAD etc.

Establish Web project scope by studying strategic business drivers; discovering and validating business and technical requirements and parameters; obtaining input from subject-matter experts; examining and recommending changes to current business practices; developing and writing proposals.

Implement Web solution by monitoring project progress; tracking action items; conducting design and implementation reviews; examining, researching, and resolving issues; escalating issues to appropriate authority; responding to team members' concerns; coordinating requirements with interested departments.

Accomplished work requirements by orienting, training, assigning, scheduling, coaching employees; following production, productivity, quality, and customer-service standards; identifying work process improvements.

Make decisions guided by common sense and sound business judgement

Meet cost standards by monitoring expenses; implementing cost-saving actions.

Provide project status reports by collecting, analyzing, and summarizing data and trends.

Update job knowledge by tracking technology and project management advances; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Database design with MySQL, MS SQL & Access

Managed clients cloud computing requirements, deployed applications and administrated day-to-day business requirements.

Implemented websites & software applications on the web as well as at client side

Analyze and resolve end-user hardware, software and connectivity issues

Install, support and maintain server side and desk side hardware including computer systems, laptops and peripherals

Opentec Solutions, Dubai, UAE

Senior Application Consultant, Aug 2004 – Nov 2006

Technologies Used: Adobe (CS3) Dreamweaver, Photoshop, Illustrator, Flash, HTML, CSS, MySQL, MS SQL, Access, ASP, Microsoft Visual Studio and ASP.NET, Microsoft Office Suite etc.

Supervised IT team and staff of the company.

Designed and developed websites, software applications.

Provided input and direction to offshore application development teams through understanding real world business application of the tools/technologies

Actively participated in internet marketing, research and development, product training, online support and consulting.

Designed graphics, wrote contents for clients websites.

Administrated database, designed systems, application testing and reporting bugs.

Involved in post-sales activities like installations, operating system support.

Consulting on third party hardware / software products.

Technologies

OS:

Windows 98, 2000, 2003, 2008, XP, Windows 7, Windows 8, Servers, Operating Systems & configurations, IIS and FTP

Big Data

Big Data, Data Science, Hadoop, R, Data Visualization, IBM Watson Analytics, Spark, Microsoft Power BI, Microsoft Dynamics CRM

Database:

SQL Server Management Studio, phpMyAdmin, MySQL, MS SQL Server, MS Access, Data Conversion, Data Migration

Designing

Adobe Photoshop, Illustrator, Flash, Fireworks, CorelDraw and PageMaker

Languages:

VB 6.0, ASP, Microsoft Visual Studio and ASP.NET

Utilities:

ServiceNow, Unix Servers, Data Tape backups, Robot/SCHEDULE, Control-M / Enterprise Manager, Remote Desktop, Batch processing & monitoring, BMC Remedy, IBM System storage, JDA applications, NetBackup /Backup Exec

Others:

MS Office Suite, MS Project, Adobe Dreamweaver, MS FrontPage & Publisher, HTML, CSS, JavaScript, XML, SharePoint Server, BizTalk Server, MS Visio, UML, AutoCAD, Mechanical Desktop, MicroStation, Cable CAD, CBS and AS400

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