Service Management
Resume:
Syed K Kaleem
Apt # ***
Coppell, TX 75019 817-***-****
*************@*******.***
OBJECTIVE:
To secure a challenging solutions-development position, with a strong emphasis on new technologies, by using my ability to learn quickly and my desire to define and create the best solutions possible to become an asset to the company.
COMPUTER AND TECHNICAL SKILLS:
Operating Systems: Windows XP, Vista, Seven, Ten, Windows 2003, 2007, and 2008 Server.
Software: Citrix, MS Office Suite, HTML, MS Outlook, Windows Platform, Visio, Aloha NBO, Aloha CMC, Aloha EDC, Aloha CFC, Aloha Connected Payment, PeopleSoft, Visual basic and powershell.
ERP: Workday (HR, Accounting and Payroll) and Great plains (Purchasing and Inventory).
VOIP: Skype
POS: Radiant Systems (Aloha)
CRM: ServiceNow, Remedy and Salesforce.
Hardware: POS, Routers, Hubs/Switches, Remote Printers, Cabling, UPS, Laser Printers, HP and Dell Servers and KDS
Specializations: Technical Project Management, Requirements Gathering, Solution Architect, Vendor Management, Deployment Planning and Executions, Retail Infrastructure and Architectural solutions
ITIL/ITSM: Tools Knowledge of tools that support processes such as Change Management, Process and Management, Incident Management and Service-Now.
CEC Entertainment, Irving, TX 2015-April 2017
Subject Matter Expert/Deployment Coordinator
Deploying all the Chuck e Cheese Restaurants into the new Future State Stores (Windows 7, New infrastructure to meet full PCI compliance)
Upgrade all Restaurants to Ruckus AP's, Meraki Switch, Fortinet Firewall and Cisco Server for a future Stores infrastructure
Deployed Alert logic on all Ruckus AP’S for threads (unusual activity) using Solar wind monitoring system.
Deployed NetFlow for Monitoring Switches Router and Firewall.
Work with vendor(s) Contingent, Comcast, Sirius, Watcher, SHI to manage delivery of project
Lead a team of Devops engineers, developed scripts to automate chain wide point of sale software updates and other software deployments.
Implemented and supported VB and powershell scripts to update OS parameters and to verify point if sale version and patch level
Replace legacy network infrastructure with Unified Threat Management devices
Work closely with IT auditors for PCI compliance
Architected the overall Point of sale design for the PCI compliant payment system, encrypted network traffic, and integration with the custom applications.
Architectural study, review and validate the technical requirements.
Developed strong partnerships Business operations and IT.
Work with vendor to schedule technicians for survey, re-cabling and installation activities for 900 Stores.
Responsible for IT Implementations into the retail infrastructure, including management of resources, budgetary considerations, planning, issue escalation/resolution and post-implementation support processes.
Led Weekly meetings with Executives on IT Project updates and Answer Critical questions to CAB for big changes.
Deployed Ruckus central console for push policy.
Implement and support scripts to verify Aloha POS versions/patches.
Architectural study, review and validate the technical requirements.
Coordinate internal resources and third parties/vendors for the flawless execution of projects.
Ensure that all projects are delivered on-time, within scope and within budget.
Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
Perform risk management to minimize project risks.
NCR Corporation, Fort Worth, TX 2014-2015
Incident Management Team (IMT)
Direct the Incident Management process by assigning tickets to the appropriate individual on a service provider team.
Prioritize incidents, based on priority and urgency, and assessing service provider team resources and capacity
Monitor existing tickets and escalate to management if in risk of missing the SLA’S.
Work with the service desk to correct assignment process
Respond to user escalations and engage functional escalation and service delivery management as required
Assist the queue managers with the correct rerouting of the misrouted tickets.
Oversees Incidents and User Service Requests end-to-end
Contact Service Delivery Manager to discuss details of the rejected Escalation.
Validate use of Knowledge Base on Escalations
Perform trending and analysis of incidents to proactively identify problems.
Coordinates activities for High and Critical Incidents, P1/P2 process.
Provide incident report to problem management
Provide all information relevant to the incident: what action is required, by when, and what is the business impact
Worked closely with the Managers in designing options for a new and effective IT organization structure, skills assessments and training.
Technical coach and trainer for service department on new changes to system(s)
Worked with clients to understand and address issues related to month end process. Successfully implemented
Brinker International, Inc. Dallas, TX 2011-2014
Lead/Supervisor Restaurant IT Systems
Vital customer service link for IS/IT to stores, vendors, service providers and franchisees.
Provide phone based support to third party Vendors about company computer operations, POS software, hardware, and network questions.
Assist users and clients with all IT needs, including hardware and software issues.
Troubleshoot all applications and hardware for problem resolution.
Resolve fatal system crashes.
Resolve time critical issues such as end of night issues, payroll and end of year updates.
Ensure SLA’s are met for all the critical issues.
Follow escalation matrices.
Managed Team of 8 to 12 people to coordinate project assignments to work with critical cases.
Coordinate maintenance with vendor’s/service providers.
Assist service providers with configuration information, parts ordering, troubleshooting.
Assist in installation of new equipment and applications.
Provide specialized one-on-one training for specific application needs.
Identified and documented best practices for the product offering to clients.
Maintain computer and network inventory.
Monitor and manage vendor spend, delivery and performance in accordance with contractual obligations.
Lawson Travels, Inc., Dallas, TX 2009-2011
Senior Technical Analyst
New PC and Laptop setup, Printersetup, & configuration.
Install firewalls, Virus & Spyware Detection, Eradication, and Prevention
Desktop/laptop hardware and Windows Platforms XP, Vista and 7 (repairs, upgrades, troubleshooting, performance tuning)
Repair crash drive and install fresh copy of Windows XP, Vista and Seven.
Install and configure software and Security applications – MS Office 2010, Outlook, support Business applications.
Assist users and clients with all IT needs, including hardware and software issues. Train and provide help desk/desktop support to users Troubleshoot all applications and hardware for problem resolution.
Requirements Gathering of all detailed hardware and software inventory information which is then used to make decisions about hardware and software purchases and redistribution, maintain computer/network inventory
Protouch Technologies, Inc., Dallas, TX 2008-2009
Sr. Corporate Recruiter
Seek out and develop positive relationships with external clients to maintain a pool of qualified job applicants. Develop creative methods of networking and sourcing candidates
Responsible for all phases of the professional level recruitment and selection process for an IT department, including sourcing, interviewing, and coordinating job offers/transfers.
Negotiates compensation package with Recruiters, hiring manger and extends offer to candidate. Negotiate additional perquisite benefits as needed: relocation, sign on bonus.
Play a strong professional sales role while recruiting, screening, testing and interviewing applicants for professional level positions.
Excerio, Inc, Dallas, TX 2004-2008
Technical Analyst Consultant
Coordinated with the team members to discuss the scope of the project.
Preparation of Business Requirement Document with Clients
Worked with the business clients to define business requirements and analyze the possible technical solutions.
Assist in upgrading of Windows XP and Vista.
Maintain public relation with Clients.
Coordinated activities between business unit and technical staff, developing new methods, policies, and procedures to meet the business needs, and acted as primary trainer in education of the business unit as it relates to business applications.
EDUCATION:
B.S.B.A. in Management Information System (MIS)
Minor in Computer Science
Southern CT State University, New Haven, CT
REFERENCES UPON REQUEST
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