Project Manager Service

Altaf Momin

**** ******* *****, ********, ** ****7

Tel: 281-***-****

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

PROFESSIONAL PROFILE

A dynamic, innovative, business-savvy professional with strong leadership qualities coupled with hands on experience on Windows Infrastructure services and Windows operating systems. Deep understanding of and experience with various Incident Management System, Service Level Agreements, Change management and ITIL principles. Proven leader with the ability to engage, retain, coach and develop team members. Excellent track record with business management, budgeting, and strategic growth and improvement

“Altaf has an excellent combination of technical and people management, customer centric skills, and is highly regarded by other IT leaders and his team members.” – Kent Broadhead, IT Director, Boart Longyear.

“Altaf was instrumental in the timely and successful completion of the Windows XP to Windows 7 migration, an achievement only a few could have reached.” – Karen Stubblefield, VP of IT, Goodman Manufacturing.

SKILLS SUMMARY

Management Skills Infrastructure Services

Service Delivery, ITSM VMware ESX 4.1, VMware Virtual Center, DRS

Business Enablement Microsoft Active Directory 2000, 2003

Risk Management and Compliance (SOX, PCI, HIPAA) Exchange server 2003/2007, WSUS 3.0 SP2

24x7 Global Enterprise Operations AD, Group Policy, File and Print services

Vendor management and negotiations SCCM, winInstall, MDM (Air-watch, MobileIron)

Organization and Personnel development BitLocker, Sophos SafeGuard Encryption

Budget Planning, Project Management and IT Roadmaps AS/400, Peoplesoft

Operating Systems Usability Skills

Windows 2000, 2003, 2008 Usability Testing, Cognitive Walkthroughs

Windows XP, 7, 8, 10 Interface Prototyping, User Participatory Design

CERTIFICATIONS

Microsoft Certified Professional (MCP)

VMware Certified Associate - Data Center Virtualization

ITIL V3 Foundation

WORK EXPERIENCE

Senior Technical Services Manager – Memorial Hermann Health Systems, USA July 2016 - Present

Houston, Texas

Managed a team of 18 desktop field support technicians, with responsibility for over 15,000 end-user devices. Managed the Enterprise Self maintainer hardware team, supporting over 45,000 devices

Improved the average daily Incident and weekly service request completion up to 85%, a 15% increase within my first 4 months

Directed team averaging 98% satisfied/ very satisfied customer satisfaction score, exceeding the system average of 94%

Managed system wide handheld devices such as Apple iPads, iPad minis, Honeywell CT50 devices and MAC computers using Airwatch MDM

Full cycle asset management of more than 45,000 devices including researching, price negotiating, procurement, asset tagging, deployment, management and decommissioning of equipment

Served as a liaison with the hardware, software and telecommunication vendors for contract negotiations, RFPs, and resolve service delivery conflicts

Led the conversion from Health Quest to Cerner OneRev patient registration application for the entire South Texas region. This involved working with Cerner for hardware and systems requirements

Successfully led the POC of the Workstation on Wheels (WOWs) implementation for the ER and patient registration business offices. Helped secure capital funds for implementation of 300 WOWs

Spearheaded the construction projects for the new hospital construction, configuration and for expansion and reconfiguration of existing facilities. Engaged with vendors third party vendors like MCA, IE Systems for cabling and construction tasks

Worked with the VP of IT to plan and manage the FY2017 CAPEX and OPEX budgets

Implemented and enforced standard policies and procedures for service delivery and SLA driven customer service

Manager, IT Support Services – The Men`s Wearhouse, USA August 2015 – March 2016

Houston, Texas

Managed a team of 16 Desktop support Analysts and POS Equipment Repair/ Deployment team

Allocated and managed personnel and resources to corporate and Store Operations projects to ensure consistent high quality IT service delivery, as well as daily IT operations activities. Ensured that the agreed upon Corporate policies and procedure were adhered to by the IT teams

Spearheaded weekly one-on-one meetings with my team, and also performance reviews and evaluations for my team. Promoted team building and cross functional training by mentoring my team

Established and promoted SLA metrics across all IT teams. In the first 4 months, improved the IT Support Services team`s and POS Equipment Repair/ Deployment team`s SLA by 40%

Project Manager for the conversion of 650 JoS A Bank stores to the Men`s Wearhouse Point of Sales

Project Manager for the rollout of equipment (POS, Apple devices, receipt printers, etc.) to 150 Macy`s Tuxedo rental stores

Project Manager for the rollout of Apple mobile devices (iPads, iPods, sleds), POS equipment, Ingenico pinpad devices for the Men`s Wearhouse tailoring application rollout

Presented SLA metrics to the VP of IT, the CIO and the Store Operations Senior Management teams

Trained, coached and mentored my team, including career development, training, education, and all staff activities

Worked closely with the VP of IT and the CIO to outline and plan CAPEX and OPEX budgets for 2016

Engaged with the Apple Account Executives to negotiate pricing, and gained CIO approval to discontinue the Apple Care protection plans, helping save an estimated 60K a year

Acted as the single point of contact for Store Operations Senior Management team for projects, escalations and resolutions

Acted as the main point of contact for vendors such as Dell, Apple, CDW, Ingenico, Verifone for equipment and software procurement

Developed communication materials and memos on behalf of IT to the Store operations teams for new projects and roll outs

Managed the primary WiFi networks at the stores and cellular backup cards. Partnered with ATT to proactively manage the cellular backup cards to provide over 99% of backup availability

Worked closely with the Global Procurement team to review contract agreements, perform Request for Proposal (RFPs) for hardware and software procurement

Managed and guided the IT hardware and software asset management team for license tracking, consolidation, true-ups and monthly software license audit

Participated in the Change Advisory Board meetings to review, analyze and approve change requests in ServiceNow

Participated with other IT teams to analyze, assist with penetration tests, and remediate PCI compliance requirements for end user computing devices and servers

IT Service Delivery Manager – Goodman Manufacturing, USA March 2012 – July 2015

Houston, Texas

Worked directly with the CFO and the IT procurement team to process new hardware requests, break fixes. Analyzed every break-fix Incident, and wrote up business justification for CFO approval

Worked with the VP of IT and the CFO to present Proof of Concepts for new projects, and wrote the Capital Appropriation Requests (CAR) to request funds for capital investment projects.

Project Manager for the Win 7 migration. Analyzed Goodman`s OS environment, planned, tested and standardized a migration procedure to migrate 1,500 Windows Dell and HP computers to Windows 7

Successfully completed the Win XP to Win 7 upgrade of 1,500 endpoints in less than 3 months. This project was completed without any contractors, helping save 70k in CAPEX budget costs

Managed and implemented the Stratodesk No Touch Desktop to repurpose old, single-core machines by converting them to centrally managed thin clients to connect to terminal servers or a VDI host. This initiative resulted in a saving of 150K in new hardware cost

Project Manager for the implementation of the VDI infrastructure for 200 Goodman users

Project Manager for the migration of standalone Autodesk licenses to concurrent networked Autodesk licenses, helping save approximately 50K in annual license costs

Liaised with the IT leadership at Daikin Industries Limited, Japan (DIL) to enable Goodman users to connect to the DIL network via. VPN

Managed a team of 15 Desktop Support Analysts across the US, supporting more than 5,000 users

Managed a team of 7 Helpdesk Analysts. Managed an IT Procurement team of 4, and worked closely with various software and hardware vendors for purchase/ maintenance of Enterprise License Agreement and all other software licensing for the Company.

Led the RFP process along with the global Procurement team to engage vendors in a bidding process for procurement of hardware and software

Proposed and received CIO and CFO approval to pilot the purchase and deployment of refurbished PCs. Upon successfully completing the pilot, the use of the refurbished PCs became a standard purchase and deployment practice for certain Dell models

Promoted teamwork and team building by hosting weekly staff meetings. Provided cross-functional training for the desktop support team to enable continued and seamless support for all business units

Responsible for interviewing, hiring, training, mentoring, continuously monitoring the staff to ensure their adherence to policies, procedures, exercising disciplinary procedures as per the Company defined guidelines

Performed annual performance evaluations for staff`s personal development, identifying areas of opportunities to enable staff growth and motivate development

Ensure all staff has been trained on departmental policies and procedures. Responsible for strategic planning to ensure the team is working in an IT metric driven and SOX compliant manner

Implemented IT on-boarding and training procedures for all Goodman IT staff including mandatory training in Service Delivery, change management, Stellent Content Management for standard procedures, Knowledgebase, workflow reviews and SOX change approvals

Conducted training and designed support plans for internal IT staff as well as the user population on newly implemented projects such as PortalGuard single sign on and self-service, Office 365, Mitel phones, BYOD, CRM 2011, VDI, etc.

IT Manager – Boart Longyear, Canada September 2010 – March 2012

Mississauga, Ontario

Managed a Desktop Support team of 12, supporting over 3000 end users. Managed a team of 5 Service Desk Analysts. Led the implementation of the new BMC Service Desk Express (SDE) ticketing system for IT service delivery

Managed the Desktop Support and Service Desk team Knowledge Bases for known and recurring problems and their solutions

Implemented the Microsoft Virtualization Desktop Infrastructure (VDI), and managed the deployment of 250 virtual machines for office and remote users

Worked with the lead Desktop Engineers to design and implement the Gold Stand Image for desktop imaging and deployment. Implemented Standard procedures and Work Instructions for desktop imaging, end user support, escalations and emergency servicedesk procedures

Managed and coordinated the migration of more than 1500 Windows XP machines to Windows 7

Managed the SDE queues to monitor incident resolution progress in an effort to ensure that the Service Level Agreements (SLA) are met

Led the PBX phone replacement with Cisco Unified IP phones for all North American offices

Proposed the concept of Bring Your Own Device (BYOD), and subsequently implemented the mobile device platform such as Android and Apple tablets to enable VPN and remote connection to physical and virtual machines. Demonstrated the Proof of Concept to Management and formulated the policies and procedures for standard practices

Participated and contributed to weekly IT CAB meetings for Infrastructure related changes

Responsible for hiring, training, mentoring and annual performance reviews for staff. Ensure staff training and orientation with departmental policies and procedures

Strategic planning and collaboration with the business partners and stakeholders to meet their technical project needs

Maintained Microsoft Enterprise Licensing. Gathered requirements and initiated the purchases of licenses for special applications such as Datawatch Monarch Pro, Ansys and ProE, which involved negotiating pricing and support contracts with the vendors

Lead Desktop Engineer – Descartes Systems Group, Canada May 2008 – August 2010

Waterloo, Ontario

Configured and deployed desktop/ laptops with standard corporate image using SCCM

Active Directory and Exchange administration for users, groups and security policies

Managed print and file servers and configure appropriate permissions to the shared resources

Operating system installation, configuration, patching, administration and problem analysis

Performed and managed regular system restore and backups

Provided support to the global Descartes user community for hardware, software licenses and access permission requests

Assisted the IMS and Networking teams with migration and acquisition projects

Maintained security standards by performing problem analysis, evaluating issues and patching the systems across the Descartes network using McAfee ePolicy Orchestrator

Performed necessary OS updates, including installing service packs, and vital security updates on a regular basis

Prepared technical documents, procedures on systems implementation and reference guides

Blackberry support to the entire Descartes user community including handling contract terms, Blackberry activation on the BES, maintaining Blackberry backups and restore procedures

Coordinated with third party vendors like IBM, Rogers, Xerox to facilitate service requests

Network Administrator – Cargojet Airways, Canada October 2007 – May 2008

Mississauga, Ontario

Active Directory administration, account creation, defining security and group policies

Administered and troubleshot the server master consoles including the Blackberry Enterprise server, Citrix servers, file and print servers, and virtual servers using the VMware infrastructure

Troubleshot issues with the local area networks (LANs), wide area networks (WANs), Internet connectivity and network performance

Monitored network connectivity across various Company stations in Canada, and escalate connectivity issues by opening tickets with Bell

Monitored server operations and performance on a daily basis using the “ITAudit Checklist”

Performed user data backup using Backup Exec

Maintained computer hardware, applications and operating systems

Technical Analyst – Quest Components Inc., Canada August 2006 – October 2007

Markham, Ontario

Installed and maintained computer hardware components, operating systems and software

Resolved Windows 2000/ XP operating system and application issues

Configured, managed user accounts and access to network shares and resources, in addition to setting up Microsoft Outlook mailbox

Communicated in person and/or electronically with users experiencing technical and system access issues, and maintain documentation for future reference

Maintained computer hardware and software inventory database, and repair/replace system components as necessary

Performed research and find permanent solution to recurring end-user problems

Contributed in document maintenance for procedures, processes and solution logs

Network Support Co-op student – GE Water and Process Technologies May 2006 – August 2006

Oakville, Ontario

Desktop installation using Ghost multicast

Installed and configured Windows file and print servers

Configured desktops and network printers

Account creation, group management and file server access management

Installed and setup the Odyssey client software for users to connect to wireless Internet connection

Understood end user requirements and providing best in class infrastructure services

Assisted in Migrating Servers from the Zenon network to the GE network

Assisted in migrating RICOH printers and scanners from the Zenon network to the GE network

EDUCATION

University of Guelph, Guelph, ON September 2006 – March 2008

Masters of Science in Computer Science.

Niagara College, Welland, ON September 2005 – April 2006

Graduate Certificate Program in Computer Network Operations

Secured a cumulative 92% in both Semesters

Listed on the President’s Honor List for both semesters

University of Mumbai, Mumbai, India August 2001 – May 2005

Bachelors of Engineering in Computer Engineering

Graduated with First Class Honors

References available upon request

Contact this candidate