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Manager Customer Service

Toronto, Ontario, Canada
October 21, 2016

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Ahid Zameel

* ******** ****, ********, ** L*V *G*

Phone: 647-***-****



Intend to build a challenging career in Information Technology department where I can utilize my skills, knowledge and experience to the best of my abilities and contribute positively to my personal growth as well as the growth and the goal of the organization while being resourceful, innovative and flexible


A technically sophisticated, highly organized and detailed oriented IT Manager with over 12 years of IT experience for multiple locations in multiplatform environment

9 years of technical and managerial experience in the Manufacturing industry, working for the world’s largest manufacturer of comfort cushion products

Extensive experience on managing small to large projects from conception to production within information system, telecommunication, customer service and manufacturing IT operation on time and under budget

In-depth knowledge and experience on information technology infrastructure, strategic planning, budget, capacity analysis, system implementation, contract negotiation, vendor relation, Enterprise Resource Planning(ERP) and tech support

A talented & business savvy management IT professional with a pioneering career reflecting strong leadership qualifications coupled with “Hands-on” IS expertise


IT infrastructure planning, management, mentoring, purchasing, hiring and training and overseeing Data Center Operation

IT strategic plan, system audit, methodology of system development lifecycle, project management, contract negotiation, RFP

Strong understanding, management & adherence of SLA & SLO’s

NETWORK: Configuring CISCO router, Switches, LAN, WAN and WLAN (Wireless infrastructure) for large environment, TCP/IP, MPLS, IPSEC, DHCP, HTTP and FTP, network probe: Visual up time, SolarWinds

VIRTUALIZATION: VMware VSphere 5.1, ESXi & vServer, Hyper-V

ERP Solution: SAP ECC6

MICROSOFT: Raid configuration, Load balancing, Clustering, failover architecture, MS Exchange 2008, Active Directory 2012, DNS, GPO, LDAP, Windows 7, Windows 8, Windows XP, Windows Server 2003, 2008, 2008 R2 & 2012 and 2012 R2 & Office 365, MySQL, Adobe, Dynamic CRM, SCCM, SCOM,

Data Base: Data Warehouse, Data Mart, Knowledge of Database SQL server, Oracle

Computer Language & OS: Pascal, Turbo C, C++, Java, MASM, MS excel, FoxPro, Visual Basic and Power Shell scripting, UNIX, Linux, ETC

MANUFACTURING IT: Design & implementation of production Bar Code, Operations of handheld scanners RFID & tablet, GPS fleet system for transportation, Kronos and Timelink time management system for attendance & payroll

INDUSTRIAL IT: Automation and Human Machine Interface (HMI), Allen Bradley Rockwell Automation & Wonderware PLC Software

SECURITY: Antivirus, Firewall, Anti Malware, surveillance monitoring system (CCTV), Access Control System

BACKUP: Acronis, Symantec Backup EXEC and Veeam

TELECOMMUNICATION: Avaya IP Office and Norstar ICS PBX Phone System, Engenius high range industrial cordless phone, MegaLink, PRI, SIP trunking & VOIP, Two ways radios and mobile phones


IT Manager,

CARPENTER CANADA CO. Woodbridge, ON (Aug 2008 – Present)

The world largest manufacturer of Comfort Cushion products


Managing IT department for multiple offices in corporate environment

Planning & approving new implementations, upgrades on existing/aging infrastructure, purchases, managing vendor relationships, data center & contract negotiation

Define and implement IT policies, procedures, best practices and user manual along company-wide and supervised different applications and SAP ERP transaction development

Manage the disaster recovering and backup plan to minimize minimal system downtime

Manage multiple global locations for their IT & Telecommunication needs, contracts, technical support and financial aspects

Keeping the inventory of software licensing and registration, inventory of hardware and equipment; their location, warranty information & purchase history through asset inventory management system

Supervising, training & mentoring the Technical support department, led a team of four direct reports (IT Coordinator, System Administrator, Network Administrator & Site IT Tech) and three indirect reports

TECHNICAL Responsibilities:

Managing an environment of 40+ servers, acting as lv 3 escalation manager to resolve issues, monitor servers and client environment through SCCM & SCOM,

Managed server and desktop consolidation via Citrix and VMware implementation and reduced cost by 25%

Oversee of infrastructure backbone: VMware, SharePoint, Exchange and Active Directory

Serving as a liaison between non-technical business units and IT, escalate & address production incident to application developer or SAP programmer & Vendor

Working closely with network admin, telco & outsourced managed service provider on the complex issue of LAN, WLAN & WAN

Managing IT problem resolution and service desk processes. Serving as the final escalation point for high-visibility troubleshooting


SAP ERP implementation, Converting Physical servers to VMWare VSphere 5.1 virtual environment & Hyper-V, various application development projects, WAN & LAN Upgrade, Label server project, infrastructure & desktop upgrade, Solarwinds server roll up, Active directory migration, Automated Barcode Scheduling system, Automated visual ordering system, GPS Fleet system, upgrading payroll system for HR from Timelink to Kronos, Upgrading Phone system from Norstar ICS to Avaya IP Office, New Backup Server & disaster recovery plan, Automated laser measuring system for manufactured products, IP surveillance monitoring system, access Control System and ETC.

Saved more than $1 million through a deep analysis of all system by increasing system performance and productivity, aggressive contract negotiation, standardization of hardware/software & license purchases

IT System Administrator/Coordinator,

CARPENTER CANADA CO. Woodbridge, ON (June 2007 – Aug 2008)

The world largest manufacturer of Comfort Cushion products

Working closely with IT Manager and administrating Branch computer equipment, servers, LAN, Configuring Cisco Router, switches, Firewall & Wireless access points & Controllers

Ensure environment is secured and recoverable at all times as well as ensuring that all daily operational housekeeping functions have been performed in a timely manner

Monitoring & troubleshoot day by day network activity and throughput by using VISUAL UPTIME SELECT network management tool

TCP/IP configuration, programming VLAN, Subnet, Access List, NAT & Cisco VPN, QoS, SIP lines

Responsible for administrating backing up user data and profile, mirroring server, share drives

SAP ERP & UNIX administration and primary help desk

Administration of Norstar ICS & Avaya IP Office Phone systems, Configuring SIP trunking and SIP end point, VOIP lines & audio visual equipment & Wireless Phones

Responsible for all kind of cabling and wiring of Data and voice system

Troubleshooting of complex issues of HP, Dell & Lenovo Servers and PCs, Virtual machines & Clustering servers. QNAP, IOMEGA & Dell NS series NAS,

Administrating & configuring Security System such surveillance & monitoring system & IP cameras

Building production server, RAID array, NAS and troubleshoot performance control, optimization and high availability

Monitoring System Centre Configuration Manager & Service Manager & configuring Software update and Patch deployment

Maintain high system security with UTM firewall, Antivirus and antimalware

Troubleshoot & fix Zebra Label Printers and HP & Canon printers & MFPs

Administrating handheld Motorola and Intermec scanners, tablet & PAD CAD machines

System Administrator,

TELEPERFORMANCE, Toronto, ON (Dec 2004- June 2007)

The global leader in outstanding customer service management and the second largest call center in North America

Administered and maintained all aspects of servers, workstations and network operations in a busy call center environment

System monitoring & analysis of workflow and implemented efficiency changes

Work with the senior team as a system Engineer to help drive the next generation of systems and hardware capabilities

Supervised installations of Call Centre hardware and software related products

Skills used: Windows (XP/Server), Exchange 2003, Active Directory, SQL, SQL Server, Access, MSOffice (2003,XP), Trend Micro Client/Server/Messaging Suite, Veritas Backup Exec, PCAnywhere, Ultra VNC, backups, network virus protection

Troubleshooting connectivity issues for LAN/WAN, network monitoring/optimization

Perform patch management & update via System Center Configuration Manager

Installing Windows 2003 servers, create Group Policies and Roles & administrating on all servers including provisions for high availability, optimal performance, capacity utilization and monitoring

Answering technical queries and troubleshooting and fix reported problem by using CRM helpdesk ticketing system

Adding, deleting and modifying user accounts permission & various share drives by using Active directory

Installing and configuring Citrix Virtual Desktop Interface, Citrix terminal service configuring various call center application and reporting software such as Davox dialer, Client Manager, Blue Pumpkin, CMS supervisor settings & Crystal report

Structure cabling data & voice (Cat 5e, RJ11), working on patch Panel and Configuring, programming Avaya Digital, VOIP and analog phones

Create new universal image, clone images by Symantec, Norton Ghost or Acronis and write and run various DOS batch scripting files to simply various IT operation


B. Sc. in Computer Science & Engineering (2002)

International Islamic University Chittagong (IIUC), Bangladesh


Active Directory Domain Service 2012 (2014) at Netsoft Communication, Mississauga

Microsoft Hyper V (2010) at CMS Consulting, Toronto

CCNA (2012) at Complete Tech, Richmond Hill

VMware vSphere 4.1 (2012) at Netsoft Communication, Mississauga (ESX Lab Certified)

Avaya IP Office Advance admin Training at Digitcom

Health & Safety training (2015) at Carpenter Canada Co.

Continuing ITIL V3 training and Certification


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