Service Information Technology

Kamal Khatwani

**** **** **** ******** ** *****

Tel: 847-***-****,Cell: 847-***-**** Email: *********@*****.***

http://www.linkedin.com/pub/kamal-khatwani/2/b60/8a5

Professional Experience

IT Manager July 2016-Current

Information Technology Partners Chicago, IL.

Information Technology Partners provides Completely Managed Information Technology to businesses across the Midwest. We take care of the hassles associated with IT. We provide proactive computer and network support, mobile device integration, data backup, and vendor coordination.

Design and deliver support and service solutions for Manages Service customers in line with ITIL and/or industry best practice.

Monitoring the effectiveness of the team against SLA/KPI s, driving through change as needed to deliver continual service improvement.

Ensure operational procedures and practices are well defined, documented and consistently applied

Build a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues.

Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.

Contribute proactively to new service development.

Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service

Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support

Manage and develop strategic partnerships with third party suppliers and other internal stakeholders

Ensure quality, up-to-date documentation exists for all service arrangements

Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required

Drive a continual service improvement program based on a desire to become a world class managed service provider.

Secure Client network and data through defense in depth policies and products

Engineer & implement security software and hardware solutions

Harden internal and external servers and devices through multiple layers of security

Provide continued security awareness training to staff

Senior IT Manager October 2015-July 2016

Eastman Outdoors Chicago, IL.

Define and manage operational procedures, processes, documentation and communications for steady state operation and incident management

Provide support across multiple production and testing environments focusing on a high degree of reliability and automation in the management and delivery of the application

Define and implement monitoring and alerting systems and tools to provide common and consistent views and insight into operations and create a pro-active model to uncovering issues before they impact clients

Provide insight, visibility and options regarding high-priority, large-scale or systemic trends/issues

Collaborate with team members to share knowledge of issues and corresponding resolutions or workarounds, documentation or training

Provide management and oversight for application support services in a multi-tiered environment.

Analyze technical and functional application requirements to define and develop a solid support infrastructure that ensures successful implementations.

Manage Vendor contracts and annual maintenance cost

Manage and support the Microsot Azure, Office 365 and Sharepoint 365 environment in the cloud for enterprise messaging and collaboration.

Capacity planning for future initiatives and ongoing infrastructure growth.

Manager Application Support December 2013-September 2015

Textura Corporation Deerfield, IL.

Manage an application support and deployment team who installs, configures and maintains the software and application sets across multiple Textura applications

Work with product management, infrastructure, development, Security, QA and other internal departments to resolve issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases

Collaborate with team members to share knowledge of issues and corresponding resolutions or workarounds, documentation or training

Responsible for the direction of strategic and technical activities necessary to support and operate a high volume, dynamic, and rapidly changing 24x7, SAAS web site.

Managed direct reports with differing focuses including Linux Systems Administrators, Windows Systems Administrators, Network Engineers, Database Administrators, and Information Security.

Provide management and oversight for application support services in a multi-tiered environment.

Work at an in-depth project level with cross-functional teams consisting of technical and business unit team members.

Work with project teams to develop, execute, and evaluate test criteria for bug free releases.

Manage resource allocation requests for Application Support Specialists

Manage the Database Support function across multiple applications utilizing multiple technology stacks.

Successfully implemented centralized log management

eCommerce Manager Infrastructure & Engineering July 2013 –December 2013

Sears Hoffman Estates, IL.

Managing a team of skilled Engineers who provide 24/7 support for site operations for Sears.com, Kmart,com, Mygofer.com and shopyourway.com.

Working with both onshore and offshore software developers to implement and troubleshoot code fixes for the enhancements to the eCommerce websites service our customers.

Web Application Support Team Lead April 2010 –July 2013

Middleware and Messaging Team, Ace Hardware Oak Brook, IL.

Responsible for managing a team of engineers supporting the Ace Retailer Web and Application infrastructure which supports our most critical retail business functions

Recommending configuration changes and system additions that optimize performance

Managing project based initiatives and collaborate with the software engineering team onshore and offshore to deploy applications in a standard process weekly.

Resolving customer issues to customer's satisfaction by maintaining an action plan for the resolution, initiating and tracking problem assignment to technical resources, and updating customer on issue status

Identifies process gaps and providing solutions that improve quality of service

Coordinating and performing system and application upgrades and site acceptance before going live

Configuring, troubleshooting and performance tuning IIS 5.0/6.0/7.0 and installing/renewing SSL certificates

Responsible for Supporting Ace Hardware’s Microsoft based Intranet Environment

Manage the daily technical operations and supervision of all website infrastructures including content management technologies and services.

Coordinate international technology planning and infrastructure needs with IT database, engineering, and security resources to assure high availability and security on all websites and services.

Responsible for disciplined management of the infrastructure life cycle. This includes planning and executing software and hardware installations and upgrades as well as retirement of legacy functions.

Design and Implement a 24/7 clustered and load balanced server environment utilizing Windows Server 2008 providing true 24/7-application utilization with minimal downtime.

Provide support for design and deployment of the client*s developed web solutions, also part of a rotating on-call team providing 7 x 24 support to client customers

Coordinate efforts / project needs with other Operating functions within the IT department in the successful completion of projects.

Collaborate with other technology teams to assess progress and impact of delays and issues on other dependencies.

Gather requirements, manage scope of application functionality, and provide oversight of multiple application programmers in the development, testing, and release of web-based applications.

Retail Solutions Architect August 2006-April 2010

Worldwide Retail Technologies, McDonald's Corporation, Oak Brook, IL.

WWRT Drive Thru Existing Restaurant Capability Team

The Drive-Thru Platform Team’s focus is on developing scalable solutions at the drive-thru and front counter to improve order accuracy and speed, while delivering brand-building experiences today and preparing McDonald’s 30,000 restaurants to handle orders that are more complex in the future.

Implement fully mobile Drive Thru simulation lab in IC Lab with capability to be mobile based on testing requirements, Developed the functional and integration testing process for all McDonalds Drive Thru Audio systems with best practice testing principles

Restaurant File Maintenance (RFM)

Originated the idea to provide a separate VSI environment, based in the ITR lab, which is a stand-alone Oak Brook Lab RFM environment. This environment helped to quickly recreate and troubleshoot RFM application issues. Furthermore, the environment allowed developers and application analyst the flexibility execute real time environment/application changes. It also allowed facilitated the prompt testing of new features and capabilities by the testing team.

NEWPOS (POS Software)

Manage the integration of Newpos Deliveries from VSI Brazil within the Global Lab environment for QA testing before moving to the pilot phase

Global Build training and deployment within the global lab for D10, kiosk, and Australia4.

Smart Equipment Solution Architect

Designed the architecture to enable kitchen equipment to communicate and be programmed across 30,000 restaurants spanning over 1,00,000 pieces of hardware globally via a uniform network protocol.

Provide SME function internally to MCD for Lonworks

Electronics Data Systems (EDS) June 2006 – August 2006

Consulting Services Northfield, IL.

Servicing the Kraft Foods Account in Systems as Systems Project Leader

Systems Project Leader July 2000 –June 2006

Leader IT Architecture & Planning Group, Kraft Foods Northfield, IL.

IT Architecture & Technology Services

Responsible for Supporting Kraft’s Microsoft based Intranet Environment

Manage the daily technical operations and supervision of all website infrastructures including content management technologies and services.

Coordinate international technology planning and infrastructure needs with IT database, engineering, and security resources to assure high availability and security on all websites and services.

Responsible for disciplined management of the infrastructure life cycle. This includes planning and executing software and hardware installations and upgrades as well as retirement of legacy functions.

Design and Implement a 24/7 clustered and load balanced server environment utilizing Windows Server 2000 and Cisco load balancing switch.which enabled true 24/7 application utilization with minimal downtime.

Provide support for design and deployment of the client*s developed web solutions, also part of a rotating on-call team providing 7 x 24 support to client customers

Maintain Architecture and Security Standards on the Kraft Server environment

Responsibilities include, Plan, Architect, create/configure and support Web applications

Maintain consistency with infrastructure standards and Microsoft’s prescriptive architecture Evaluate new technologies, hardware and software product releases, make recommendations and supporting business cases and define implementation project plans.

Lead implementation effort of infrastructure upgrades such as service packs, hardware, software, drivers, etc. Includes initial evaluation, system and regression testing, upgrade/installation documentation, transition to Ops and level 3 supports.

Recommend engineering projects to improve the infrastructure, prepare for a customer demand or respond to capacity or performance issues. Led the development and implementation effort for these projects, coordinating with other teams within the organization.

Perform vulnerability assessments as part of a "Viper Team" to identify configurations that provide inadequate security or are against pre-established policy or standards.

Demonstrate knowledgeable behaviors about the strengths and weaknesses of IT technology solutions in various areas.

Evaluate, recommend and implement common user interfaces and solutions between systems and platforms to help connectivity and security.

Assist in the business development of e-commerce, Exchange, and lead consultants and analysts to results, and ensure the technical architecture boundary standards are effectively applied.

Computer/Technical Skills

Hardware: IBM PC’s, HP, IBM Netservers (Clustering and load balancing), Notebook / Laptop certification testing

Operating Systems/ Networks: Windows Server 2008, 2003,Windows Server Platform, Windows XP, AIX, Virtualization Technologies, Clustering, Windows Outlook/Exchange Administration

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