IT Management Consultant

Salman Saeed

**** ***** **

Toronto, Ontario M*N 7G9

Home: 647-***-**** Mobile: 647-***-****

E-mail: ********@*******.***

Summary of Qualifications

Over 10 years of IT Service Management, IT Infrastructure and IT Project management experience. Salman has substantial experience in Extensive experience in Incident Management, Change Management and Problem Solving. Experience in providing PC and Client/Server technical support. Provided excellent software and hardware End-User help Hands on system administration experience and technical documentation writing and management reporting.

Competencies:

Strong negotiating and influencing skills

ITIL process & Implementation.

Team leadership and staff development

IT Enterprise Architecture and Infrastructure design

Management of different System monitoring applications

Project management & business analysis

Business Requirements facilitation and documentation

Asset and inventory managment

Continuous process improvement

and re-engineering

Employment

Technical Project Coordinator

2015 Oct- 2015 Nov

Janssen Inc. (www.Janssen.com)

»Provided IT support (hardware and software) to more than 1000 clients

»Performed diagnostics and troubleshooting of system issues, documentation of help desk tickets/resolutions and maintained IT inventory

»Create, modify and delete user id's for all new/existing employees and contractors, Password reset and followed internal processes for provisioning and de-provisioning of User ID's

»Provided first-and second -tier support for all applications such as Windows XP, Windows 7, Windows 8 and Windows Servers (DHCP, DNS, ADS etc.)

»Coordinate and provided support for Windows 7 refresh project

IT Infrastructure & ITSM Consultant, Technology Solutions – Project Delivery Team

2012 August – April 2015

Warid Telecom (www.warditel.com)

Responsible for project management of a multitude of large scale projects; planning, business case development, cost benefit analysis, implementation, communication, risk analysis and management reporting

»Responsible for business analysis, project management, project costing and reporting, vendor management, communication, training and post implementation support

»Upgrade, customization and deployment of CA service desk manager from 12.5 to 12.7

»Upgrade, customization and deployment of CA service desk manager from 12.7 to 14.1

»Implementation of CA enterprise products from legacy to virtual VM platform

»Planning, Implementation and deployment of CA Unicenter products including CA SDM, CA ITCM, CA IT PAM

»Designed and delivered two training programs for the team (including a program on CA Service desk & CA ITCM)

»Managed CA Infrastructure suite (CA E-health, CA NSM & CA Spectrum)

»Planning, implementation, maintenance, and support of Windows Servers, Active Directory, Windows Clustered Nodes, SAN storage units, Microsoft WSUS server, Microsoft File and Print Servers, Exchange servers

»Team management of 4 Wintel administrators, preparation of budget, cost analysis, business cases and reporting for higher management

»Recipient of numerous Warid Telecom Applause awards for outstanding teamwork and customer care

Incident Management Analyst

2007 - 2012

Warid Telecom (www.warditel.com)

»Performed the role of an ITIL / ITSM Incident Management analyst to lead the ongoing implementation of the Incident Management process across the company

»Built Incident Management Support Models for service orders and break / fix incidents for the Enterprise IT Services and various other service activations

»working closely with the ITS Service Level Management team to establish target service levels for fulfillment of service orders and service restoration times for break / fix incidents for service reporting

»Defined and implemented Enterprise Incident Management process

»Management of Monitoring system proactively and implementation of the fixes by Problem Management Team

»Performed data analysis and detailed RCA to fix the root cause and prevention of issues from reoccurrence

System Administrator

2005 - 2007

Warid Telecom (www.warditel.com)

»Configuration, maintenance of availability of IT Services

»IT infrastructure operations and Provided IT services and support

»Developed and initiated Data/Internet security, auditing, and implementation of best practices.

»Established policies and procedures for Active Directory Group Policies, security, user and workstation configuration

»Documentation and perform IT systems maintenance procedures including patching/upgrade of systems, operating systems and software

Education and Continuing Development

BSc (Mathematics, Statistics, Physics)

Microsoft Certified System Engineer

Microsoft Certified Professional

CA Service Management and Infrastructure suite (CA Service desk, CA ITCM, CA E- health and CA Spectrum)

ITIL V3 foundation

Project Management training

Effective Communication Skills Workshop

Time and Stress management workshop

Exchange Server 2007, Design and Deployment

Clarion Host Integration & Management course by EMC (Singapore)

Communication Skills and Project Management

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