Manager Professional Experience
Resume:
Syed B. Raza
West Windsor, NJ *****
*******@*****.***
www.Linkedin.com/in/syed-raza-
Global Change Manager Cloud Managed Services Delivery
Promote Efficient Solutions in High Volume Environment
Drive proactive issue resolution. Collaborate with internal and external stakeholders to maximize understanding of situation. Deliver extensive knowledge of corporate structure and execute appropriate chain of escalation. Enact solutions with measurable, long-term positive outcomes. Skilled in movement of legacy data to cloud storage. Mentor and train geographically dispersed team. Areas of Expertise:
Change Management Root Cause Evaluation Mitigate Recurrence
Process Improvement Team Building
PROFESSIONAL EXPERIENCE
IBM, Phoenix, AZ 2013-Present
Change / Critical Incident / Escalation Manager
Provided overall escalation management and enhanced process, owning high severity level 1 requests to resolution or until acceptable workaround achieved.
Led SWAT incident conference call, facilitating resolution of issues with items not complying with process.
Handled escalations and served as focal point for issues, communicating with clients, service providers and management based on time intervals established within information technology infrastructure library (ITIL) guidelines.
Facilitated root cause analysis (RCA) for severity 1 incidents, collaborating with performer and other team members and delivering solution.
Controlled and managed change of accounts and coordinated documents for ongoing projects or large systems, meeting ITIL standards.
Held review meetings for change service requests (CSR), ensuring best path to follow and modifying action as necessary.
IBM Global Services, American Express, Phoenix, AZ 2012-2013
Data Center Hardware Planner
Troubleshot software and implemented new hardware changes, improving systems and minimizing future issues.
Commissioned fiber optics to sandbox, strengthening network and allowing better speeds.
Submitted and coordinated service requests, reducing time and increasing efficiency.
IBM Global Services, Johnson and Johnson, Raritan, NJ 2009-2012
Service Delivery Manager
Led day-to-day delivery of services, overseeing team output and guiding junior technicians
Managed 19 technicians, governing team based in different locations.
Met 100% of service level agreement targets, enhancing multiple areas in preparation for future improvements.
Created and reviewed process documentation and implementation, facilitating ease of transition.
Applied current delivery processes, procedures, disciplines and tools and identified improvement options, ensuring delivery of continuous, effective services based on contract terms and conditions.
Used financial management automated tool and project risk analysis and reported metrics to senior management, reducing future issues and expenditures.
IBM Global Services, Johnson & Johnson, Raritan, NJ 2001-2009
Team Lead
Served as site lead and managed desk-side technicians, facilitating ticket inquiries and improving efficiency.
Provided global technical support to VIPs and executives, delivering IT services accurately.
Ensured advanced troubleshooting and diagnostic services for high level escalations, resulting in quicker turnaround time.
Reported statistics to upper management, enhancing and streamlining methodology.
Supported teams in various countries with tier 4 and high level issues, determining resolution in calm manner.
Led team and provided on-site and remote desktop support, assisting over 2,500 users.
EDUCATION & TRAINING
Bachelor of Commerce, Business Administration, University of Karachi, Pakistan
UNIX Operating System, Business and Professional Development, Computer Systems Network Technology, Mercer County College, West Windsor, NJ
Network Engineering & Data Communication, The Chubb Institute North Brunswick, NJ
Technical Skills: MS Office Suite (Word, Power Point, Outlook, Excel)
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