Information Technology Customer Service

NAIM KAZAN

Address: ** ***** ******* ** ********, Arizona 85226

Phone: 480-***-**** or 480-***-**** E-mail: ********@*****.*** 1 P a g e

Senior Information Technology Management

Area of Interest: Health Care, Education, Telecommunication, or Technology Industry Astute, innovative, and results-oriented professional with expertise in implementing effective and innovative software development methodologies honed through 19 years of technical experience. Demonstrate proficiency with systems development tools and implementation methodologies. Possess strong ability to direct and lead business process evaluations, security / disaster recovery, requirements gathering, systems analysis, and design activities. Exemplify strong working knowledge of infrastructure components to allow for interaction with infrastructure support functions.

KEY STRENGTHS

Network Planning and Security Business Case Development Vendor and Contract Management IVR and Call Center Operations Infrastructure Design Leadership and Development Project Management Process and Workflow Redesign Customer Service and Satisfaction PROFESSIONAL EXPERIENCE

KING FAHAD SPECIALIST HOSPITAL, Dammam, Saudi Arabia Head, System Management Services and Operations Department 2012 2015 Render keen oversight to three sections, encompassing communication, networks, and systems with three direct reports and more than 52 staff under the department Manage and coordinate all aspects of infrastructure IT projects, including defining project requirements, staffing, and managing project teams, while working closely with business units to ensure objectives are met Provide continuous leadership and guidance to project teams, contractors, and consultants in charge of project management duties, including adherence to project schedule and a budget of 4,352,447.60 Play an active role as part of the Health Information Committee (HIC), responsible for reviewing and presenting effective recommendations to CEO before final approval Ensure that the CEO and CIO are both updated on project status through presentations on monthly meetings Conduct thorough evaluation to recommend proper training for staff and junior level engineers Deliver consultation services for infrastructure requirements and design solutions for implementation in partnership with information technology vendors

Highlights:

Determined business needs and r e c omme n d t ec hno l ogy so l u t i ons such as (EMC, XenApp, Remedy, Avaya, Palo Alto, and Business Continuity/DRP) to fulfill b u s i n e s s goals, in collaboration with internal management

Functioned well as lead technical analysis for infrastructure chronic issue related to PACS/RIS

Oversee the development of RFP for public tendering for Ministry of Health

Acting CIO during the absence of KFSH/ITS CIO

YUMA REGIONAL MEDICAL CENTER, Yuma, AZ, USA

Infrastructure Manager (Fulltime) 2011 2012

Directly supervised a team of DBAs, network technicians, and data communication technicians in a 24/7 network operation, with key role of supporting YRMC infrastructure, consisting of 475 servers, 190 TB of database, 150 Network devices, 4 VMware Host, 114 Virtual Machines, and Citrix Farm Utilized TSM for Backups and IBM SAN for storage

Designed Cisco/Juniper Controllers and Aps in providing wireless network Leveraged technical expertise in maintaining two N+3 Data Centers in different locations, as well as in creating support model for infrastructure in the organization to mitigate downtime and outages Partnered with informatics group to ensure the successful EPIC build for Yuma Regional Medical Center, along with project leaders for all new technology deployment for all hospital departments Highlights:

Presided over the negotiation of vendor contracts to save cost in support and maintenance, while controlling both capital and operation budgets

NAIM KAZAN

Address: 46 North Entrada Pl Chandler, Arizona 85226 Phone: 480-***-**** or 480-***-**** E-mail: ********@*****.*** 2 P a g e

Established resource management strategy in collaboration with PMO, as well as new policies for security and industry audits, including disaster recovery plan for network, server, and telecom GFS, New York, NY, USA

Information Technology Manager 2007 2009

Oversaw the entire network operations for global financial services firm with four data centers, encompassing two in United States and two in India for 24/7 coverage Performed thorough research on new technologies to enhance operation performance, client services, and department reputation

Applied best administration practices in handling daily network operations; staff training and development; system design and upgrades; licensing compliance; and security / disaster planning; along with hardware and software purchasing, installation, and configuration Delivered exemplary telecommunications support, together with vendor selection and management Formulated quality assurance standards in collaboration with IT management across regions Rendered assistance to internal team audit in achieving the SAS70 certification Facilitated postmortem meetings to address outages; collaborated with all stakeholders in identifying RCA Managed and coordinated routine system-wide and departmental system upgrades, including OS for desktops and Exchange 2003, BES server, Domain Controllers, Citrix 4.5, Symantec Backup servers in an Active Directory environment, maintaining corporate desktop images, applications, and network peripherals Highlights:

Led efforts in improving product support and customer satisfaction through development and application of services and support for infrastructures

Modernized procedures across multiple departments by establishing operational process improvements, including ITIL controls and documentation

Capitalized on industry expertise in creating strategies that immensely improved troubleshooting abilities of the company on a global-level

Improved worldwide outages and change ticket resolution following ITIL v3 industry standards by executing system administrator on-call schedule

FIDELITY INVESTMENTS, Jersey City, NJ, USA

Regional Technology Management 2001 2007

Employed industry expertise in serving as the technical and management leader, responsible for ensuring optimization of mission-critical network systems

Established a reputation for continuously handling increasing responsibilities, including integrating business acquisitions, as well as improving existing systems and other IT initiatives that support more than 1,000 users and the trading floor

Assumed human resource functions, including recruiting and hiring a call center manager to handle call center operations

Imparted technical expertise in delivering innovative troubleshooting training that decreased trouble call Volume to the company’s Techline

Optimized build documentation skills through inauguration of peer review process, as well as facilitation of other trainings, including service and technology protocols, change management, infrastructure installation, and asset management

Performed business continuity planning (BCP) testing with multiple business units, including assessment on server infrastructure, capacity, and layer 2 configurations Provided exemplary management to the 2002 network build for New York and New Jersey offices, involving deployment of Network General Sniffer, as well as the installation of 8700Avaya and Cisco 6000, 6500 equipment that supported VoIP solution

Highlights:

Governed the establishment of Call Center Bangalore India to support the Sales Marketing Team CRM

(salesforce.com) deployment using applications such as Mercury for project portfolio and Sharepoint as cloud solutions for sharing documentations

Proficiently negotiated with the cabling supplier, thus reducing project costs by 18%

Received the 2003 Presidential Award for successfully instigating upgrades to enterprise infrastructure and improving business processes and workflows for multiple business units by implementing ITIL v1 NAIM KAZAN

Address: 46 North Entrada Pl Chandler, Arizona 85226 Phone: 480-***-**** E-mail: ********@*****.***

3 P a g e

Assured seamless Windows XP system migration by leading IP reclamation project that reduced address consumption

NJTCS, INC., West Caldwell, NJ, USA

Network Project Manager 1994 2001

Ensured provision of effective planning, orchestration, and management of network and data center development projects for clients with wide-ranging business requirements across multiple industries Established and maintained an open line of communication and consistent delivery of services within budget and time specifications to maintain high level of customer trust Performed quality reviews and guaranteed that technicians were equipped with proper training on operating procedures

Spearheaded teams in desktop installations of thin client and printers to achieve technical objectives on time and under budget by networking data communications hardware Completed site survey for building NJTCS nationwide network supporting data, video, and voice services Established client technical documentation on network design, security, planning, and testing Highlights:

Executed infrastructure for point-of-presence (POP) sites in the Northeast region, along with recommendation to ensure effective data center design by assessing cooling, power, HVAC, and connectivity against industry standards for rack location units (RLU) ADDITIONAL EXPERIENCE

ANTHEM COLLEGE, Phoenix, AZ, USA

Information Technology Adjunct Professor 2010 2011 EDUCATION

Master of Business Administration

ELLIS COLLEGE / NEW YORK INSTITUTE OF TECHNOLOGY, New York, NY Master of Science in Information Technology

UNIVERSITY OF CAPELLA, Minneapolis, MN

Bachelor of Science in Information Technology

UNIVERSITY OF PHOENIX, Phoenix, AZ

Additional coursework: IP Multicasting Influencing: How to Achieve Results Harvard Business School –Constructive Conflict & Leading Teams with Emotional Intelligence • Computer Associate Sniffer University References Furnished Upon Request

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