It Support Service Desk

Umer Nadeem

New York, New York – 917-***-**** – ***********@*****.*** – linkedin.com/in/umer-nadeem-274b5928/

ERP / Operations Analyst

Project Leadership - IT Management – Operational Improvement

IT/ERP Team Leadership

●Process Design & Improvement

Technical Troubleshooting

Technology Integration

Enterprise Software

Product/Production Support

Strategic Planning

System Optimization

Cross-Team Coordination

Analytical and established IT professional with extensive experience developing, deploying, and evaluating systems aimed at improving operational efficiency.

Team leader skilled at coordinating interdepartmental and cross-functional staff members to complete complex, large-scale IT projects and system integrations.

Proven technical troubleshooter continually focused on identifying, isolating, and resolving technical issues with creative customer-centered solutions.

Experienced product/system support expert with versatile experience leveraging subject matter expertise, team training, and SOP development to achieve objectives.

Accomplished communicator skilled in building and strengthening relationships with customers, vendors, and employees for improved morale and expanded networks.

PROFESSIONAL EXPERIENCE

Wipro-IT Services and IT Consulting-Bangalore, Karnataka DEC 01 2021- NOV 15 2023

Estee Lauder Companies-System Enfineer_Contractor

As part of 11 team members we we incharge of all it business needs for multiple buildings in the melville area and remote support for other north american facilities as needed.

●First point of contact fo any It related issue and incharge of creating ticket for issue and following through till resolution.

●Incharge of procurement of new computers from vendor, Imaging the machines, testing, and deployment with all necessary peripherals. Follow through out with it support.

●Travel between buildings to help with projects and support if needed.

●worked with senior team members over seas to help with projects in MCR rooms ICR rooms, and IDR room.

Savills NYc,NY- Service desk Analyst-Jan 01 2022- May 2022

I was highered to fill in for staff shortage during Covid as service desk analyst. I was incharge of supporting executive brokers with white glove it support.

●incharge of procuring machines and Image, test and deployment.

●first point of contact for any it related issues.

●incharge of ticketing all issues, escalating if needed

Worked as service desk analyst tier 2 during covid as a temp.

●First point of contact for any IT related issues from users.

●incharge of ticketing and follow through till resolution

Artemis Distribution_ Support Technician- Mar 2022- Dec 2022

This start up company imported beauty devices from italy and distributed to salons all over north america. as a tech i was incharge of keeping inventory up to date, and keep track of all issues and transactions using snow.

●first point of contact from customers for hardware and software related issues.

●keeping track of inventory and ordering parts as needed for customers.

●shipping and receiving devices that needed hardware support.

FreshDirect LLC Bronx, NY 2015-2021

Senior ERP Operations Analyst

Lead IT ERP Operations for large-scale online grocer catering to over 16,000 customer orders per day. Provide operational oversight and Levels 1 & 2 IT support to control high volume or order processes. Leverage subject matter expertise and business/technical experience to manage routing, prioritization, troubleshooting, and problem resolution for system support requests. Facilitate complex system management as primary contact point between plant support and implementation teams.

●Assessed implemented enterprise systems and documented best practices/procedures for system support, including conducting tests on Business Intelligence Dashboards, SAP, Manhattan WM/OS, and the Honeywell/Intelligrated Warehouse Execution System.

●Spearheaded highly effective tech team by determining standard operating procedures, leading system integration, and training staff members on new technology.

●Conducted knowledge transfer, provided representation of technology support staff, and oversaw post-launch support requests to assist with go-live procedures from Command Center.

FreshDirect LLC Long Island City, NY 2011-2015

Service Desk Analyst

Managed team of 18 IT staff to optimize resource utilization, process design, and continuous system improvements for over 2,000 users and $2M+ in direct assets. Mitigated system issues through research, troubleshooting, and guiding customers through corrective steps for optimal software usage. Maintained and improve help desk database with thorough data entry and documentation development to improve staff training with data-driven strategies. Spearheaded process improvements with expert recommendations and consistent updates with information about new technology gathered from business networking, industry publications, and professional development education. Established 24/7 support coverage by integrating cross-training of plant operations professionals and ERP-operations staff.

●Upgraded scanning technology into durable mobile devices as coordinator for $1.2M project, successfully improving order tracking and delivery, reducing costs, combining GPS services, and cutting 150 unnecessary mobile lines.

●Fulfilled new account management responsibilities to manage assets, billing, and device transportation for 1,000+ Sprint/Nextel accounts.

●Reduced customer boxes by 40% through integration of DAC, PLC, and Accusort scanners for conveyor system.

●Oversaw deployment of 100+ mobile pick-to-light carts/tablets, successfully expanding order capacity and setting company record of 12,000 daily orders fulfilled.

●Cut losses and repair costs by thousands of dollars by leading facility-wide RF checkout process implementation.

FreshDirect LLC Long Island City, NY 2007-2011

System Analyst

Integrated and maintained high-potential IT infrastructure solutions to facilitate production plant operations and coordinate continuous upgrades to software systems, hardware options, and organizational websites. Developed Plant Operation Manual and troubleshooting protocol to lead staff in maintaining various operational technology.

●Improved production coverage and employee morale by creating day/night shift rotation schedules that allowed for reduced work week hours, more time off for staff members, and 24/7 support services.

●Revitalized ATS Universal Mobile Data Collector server to increase process efficiency for receiving, replenishment, and inventory management with SAP mobile options on 70 handheld and vehicle-mounted Intermec RF terminals.

●Project managed installation of Ethernet and fiber optic media on a facility-wide basis, successfully creating pathways for new multimedia content and campaigns to increase conversion, improve customer relationships, and drive brand awareness.

Turkish Airlines Queens, NY 2005-2007

OPS Specialist

Led relationship management with customers and vendors to facilitate inside sales and control timely, accurate, and cost-effective cargo transportation. Facilitate productive communication between management teams and operations staff to disseminate information on new procedures and process improvements.

●Delivered 24-hour on-call support coverage to assist Operations team.

●Trained, educated, and mentored new hires on best practices and standard operating procedures.

●Created and continuously updated procedural guidelines and comprehensive documentation.

TECHNICAL PROFICIENCIES

Systems / Software:

Enterprise Resource Planning (ERP), SAP Implementation, Warehouse Management Systems, Data Warehousing, Microsoft Office Suite, Active Directory, SAP Products, SAP CRM, WMS Implementation, Business Intelligence Dashboards, Honeywell/Intelligrated Warehouse Execution Systems, SAP Portal, Manhattan WM/OS, Service Desk Management, SAP Testing

Hardware:

PC, Warehouse Control Systems, Mobile PC/Devices, Printers, Displays, AV Systems

Supported and maintained MCR rooms & TO rooms from design to build to test to support.

EDUCATION

QUEENSBOROUGH COMMUNITY COLLEGE, Queens, New York

Bachelor of Business Administration

OSHA Certification

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