Manager Customer Service

Umar Farooq

Cell : 1-856-***-**** - Email: ******@*****.*** - Status : Permanent resident

Career Focus

Detail-oriented and technically advanced professional with extensive IT Infrastructure, Project Management

and IBM AS400 System Administration experience. Motivated to drive project from start to finish independently and

with a team. Proven ability to communicate effectively, both internally and externally, with multiple levels of

organization. Willing and able to learn new systems and adapt with changing corporate environments.

Completed training for SAP BI. Currently learning SAP HANA.

Core Strengths & Technical Skills

Started my IT career as Programmer and kept moving forward as AS400 Administrator, Asst. IT Manager,

IT Manager & Project Manager Accustomed to a fast pace and multiple projects, fulfilling priorities and meeting

deadlines.

Extensive Administration experience on several ERP Systems.

Customer needs assessment.

Excellent problem-solving and analytical skills.

Optimizing and performance tuning.

Strong problem solving/troubleshooting skills.

Testing/Verification skills.

Extensive help desk experience.

Strong collaborative skills.

Good team-player but can also perform independently.

Creative problem-solver who thrives on challenges, excels under pressure and gets the job done.

Exceptional organizational and time management skills, enjoy solving problems for others.

Ability to quickly comprehend concepts and then apply this knowledge to troubleshooting.

A friendly and compassionate person who can provide excellent support.

A well organized person who can manage others also.

Very hardworking, dedicated and result-oriented person who is a quick learner.

Database Administration DB2

Software Installation on AS400, Servers and PCs

Installation of PTF (program temporary fix) on Servers.

CL/400, Query/400, OS/400, DSC/400.

Crystal Reports.

Operating Systems: Win 8, Win 7, Vista, XP, etc

MS Excel, Word, Power Point, MS Project, Outlook, Access, Adobe, Internet Explorer & Mozilla Firefox etc

Completed Lean Six Sigma White Belt course in Jan 2015.

Accomplishments

IT infrastructure Project Management.

Completed infrastructure of thirteen locations from scratch.

Coordinated with third-party development team on professional service activities and tasks.

Acted as support for help-desk technicians and IT Department.

Strategic Planning

Designed IT support strategy that clearly defined work flow between internal clients, application teams,

and infrastructure team.

Process Improvement

Collaborated with [teams/departments] to ensure smooth work flow and efficient organization operations.

Ensured customer satisfaction by providing online technical support.

System Integration

Aligned office departments and increased inter-department communication and data sharing.

IT Training

Successfully trained employees to use new System.

Problem Resolution.

Responsible for support and development of company disaster recovery plan.

Served as advocate for end-users, performing tests and problem analysis for server, desktop and IT

infrastructure work.

Network Security

Network Support

Acted as first point of contact for all major technical issues, including power outages, system failures and

disaster recovery.

Quality Control

Worked closely with department managers across organization.

Employment History

January 09, 2012. Joined HP Compaq, Houston, TX as Test

(current job) Technician in Solutions.

Responsibilities include final testing of racks

having different models of HP Servers for

mostly Fortune 500 companies, providing

Industry Standard Solution (ISS). This

April 25, 2011 to include Software and Hardware test and

January 8, 2012 resolving all Software and Hardware issues.

Worked on HP Proliant ML/BL/DL/G7/G8

September 2010 to series Servers and Storage System. This also

November 2010 include resolving Network & Switch (Cisco

& HP) issues.

April 1997 to Staff Mangement, worked for HP Compaq

November 2009 at Houston, TX as Test Technician, testing

new Servers & troubleshooting Network,

Hardware, Software, Switch & RDP

problems.

Spherion Staffing, worked for AonHewitt

at The Woodlands, TX as

Customer Service Associates

Assist customers for their annual benefits

enrollment.

2000 to 2008

Liberty Automobiles Company – Sharjah,

United Arab Emirates.

2008

Manager – IT:

Joined Liberty Automobiles, General

2007

Motors dealer as System Supervisor for

IBM AS/400 & ERP Application

2006

DCS/400, later promoted to Assistant

Manager IT and in January 2007 promoted

as Manager IT. Liberty Automobiles

has thirteen facilities in all over UAE,

Sharjah being the head office is also IT

nucleus for all the facilities. There are more

than 400 PC users in the company. I was

April 1996

responsible for overall IT operations and

March 1997

communication of the company. LAC’s

yearly turn over is more than 650 million

dollars. LAC has three other business units

August 1989 to also i.e. ACDelco Center, Liberty Motor

March 1997 Sports and Kawasaki dealership. All IT

needs and support also provided by LAC IT

department. Key projects successfully

completed at LAC:

Project In-charge for IT infrastructure

setup for General Motors World's biggest

July 1988 to

indoor

July 1989

facility (www.libertyautos.com) and 11

other facilities at all over UAE. This

includes Showrooms, Parts & Service

centers.

LAC saved approximately $100,000.00 in

Microsoft license cost by evaluating and

installing free Open Office Suite from Sun

Microsystems for 300 light MS Office users,

in 2008.

Provided parts wholesale dealers online

stock inquiry and order placement facility.

Successfully completed data

migration and System

implementation of IBM iSeries AS400.

Replaced outdated telephone system

with Nortel Telephone System.

Responsible for LAN/WAN, Servers, System

Administration for IBM AS/400, ERP

System DCS/400, Email, Antivirus, Internet

& Security, Firewalls, Backups, procurement

& maintenance of all IT equipment, dealing

with vendors, updating warranty records,

Report Generation in Query/400,

maintaining inventory of IT consumables,

hiring & training of IT staff, review &

performance analysis of IT staff.

MEISG, Dubai, United Arab Emirates

System Supervisor (IBM AS400 & ERP

System DCS400):

AS400 System Administration, user account

maintenance, Network maintenance, ERP

System DCS400 maintenance &

configuration, support & train end users,

report generation, etc.

Bin Hamoodah Trading & General

Services Co., Abu Dhabi, UAE.

System Supervisor (IBM AS400 & ERP

System DCS400):

AS400 System Administration, user account

maintenance, Network maintenance, ERP

System DCS400 maintenance &

configuration, support & train end users,

report generation, etc.

Project leader for data migration from

dBaseIII+ to DB2, IBM AS400 & DCS400

System implementation.

Systems House, Karachi, Pakistan.

Programmer (dBaseIII+ & Foxbase+):

System Analysis & Designing, developed

Sales, Inventory, School management

Programs for clients.

System support & maintenance.

End user training.

PC troubleshooting & repair.

Education

B.Sc.

One Year Advance Certificate Course in Computer Science,

Attended a one week course on “AS/400 System Facilities” conducted by IBM, Dubai, U.A.E.

Curricular Activities

o Cricket

o Gym

o Walking

o Participate in social gatherings

o Movies

Contact this candidate