Fahmeed Mohiuddin

+1-312-***-****

adgn87@r.postjobfree.com

www.linkedin.com/in/fahmeedmohiuddin

Accomplished ITIL certified, IT Management Executive with 20 plus years of diverse experience in managing Helpdesk, Desktop Support, Application Support and Asset Management teams in various industries including Banking/Finance, Energy, Healthcare and Civil Engineering. Proven ability to analyze business requirements, identify improvement opportunities and implement effective solutions generating significant cost savings. Strong expertise in process improvement, resource management, team building, staff development and IT Service Management. Track record of delivering results in an extremely fast paced and challenging environment and an aptitude to grow, will add remarkable value to the organization.

Skills / Expertise

• IT Service Management in SOX/HIPPA/PCI complaint environments • Policies & Protocols

• Project & Resource Management • Team Building • Disaster Recovery

• Vendor & Asset Management • Business Process Flows • Staff Development

• Business Continuity Planning • Performance Management • KPI Reporting

• Agile Methodology • Product Dev/Support • IT Budgets Systems/Software

• ITSM – Remedy, Paregrine, HP OpenView, Web Helpdesk, Fresh Service, ServiceNow

• Computer Management – LANDesk, Absolute Manage, Lan Sweeper

• MDM – Iron Mobile, Air Watch, Absolute Manage, Toggle

• AV – Semantics, Norton, Kaspersky, McAfee

• User Management – Novell Networks, Active Directory

• DMS – SharePoint, ProjectWise, OneDrive

• Collaboration Software – Slack, Microsoft Teams, Office 365/O365

• EMR – Cerner, HomeWorks, Road Notes

Career Highlights

• Negotiated vendor contracts, right sized services, and generated annual savings of $1.2M in expenditure.

• Managed full scope of the following projects:

o File sharing and synchronization solution

o Office 365 migration

o Deployed 700 Panasonic Tough Books CF 31 ($5.1M). o Implemented Desktop Management Systems (Absolute Manage, Kaspersky End Point Security), Mobile Device Management Systems (Air Watch, Absolute MDM, and Toggle), EFax Services and Help Desk ticketing tool (Web Helpdesk by Solar Winds).

o Deployed EMR by Cerner to 800 field users.

o Deployed Microsoft Teams

• Defined and implemented BOYD policy for Cellular Devices

• Raised First Call Resolution percentage from 34% to 73% and SLO to 95%.

• Built Help Desk, Regional Support, Asset Management, Application Support teams & Disaster Recovery site.

• Developed several Business Process flows, introduced policies and protocols to streamline IT processes.

• Defined process flows, CTI (Category/Type/Item) for the ticketing system.

• Developed and implemented fee-based support models. Experience/Practical Expertise

Sr. Service Delivery Manager,

RPS Group Plc, Houston, TX 02/2017 – 02/2020

Managed implementations, projects, and strategic planning

Establish Service Delivery Processes and Manage SLA, escalations, and incidents

Monitor and manage service requests on the Fresh service ticketing system

Build Partnerships and liaise with segment leadership teams to determine services, ongoing budgets, and service levels

Manage Teams through KPIs and matrix-manage in-region resource according to our service delivery framework

Drives continuous improvement

Transition into Service assuring the safe landing of all new services with clear, repeatable processes

Sets the criteria by which to typically evaluate our colleagues’ experiences against a set of colleague satisfaction goals and criteria researches and remediates where required

Reduce costs without affecting the overall experience, such as standardization or developing leaner processes through building in automation and innovation

Sr. Regional IT Manager,

Manage IT infrastructure, end-user devices, hardware and software maintenance contracts, vendors and IT staff

Manage IT budget in excess to$800K

Developed IT strategy and roadmap

Align IT strategy with business requirements and industry standards

Project Management responsibilities include setting up new offices, IP telephony, Office 365 rollout, introducing Ms-Teams & SharePoint and migration/rollout/upgrades of industry specific software

Mange day to day activities including mentoring and motivating support staff, monitoring open work orders, resolve customer problems to their satisfaction while seeking feedback on services provided.

Held regular meeting with the C level staff to provide updates on projects, budgets, on-going and new initiatives. Conducted round table meetings with management to discuss current challenges and presented solutions Sr. Manager IT

Deloitte Tax LLC, Chicago, IL 01/2016 – 09/2016

Managed an offshore application support module supporting over 3000 external users globally, in addition to, 2500 internal users

Managed product development, quality assurance and implementations in an Agile environment

Manage servicer request on Service Now ticketing system

Develop short and long-term support strategy for supported products

Create and implement service level agreements, support models to define the support process, knowledge transfer plans, ticket process flows, user guides and other relevant documentation

Build a strong cross functional team to raise efficiencies of the team

Recruit, mentor, and train staff to ensure their personal growth, conduct performance evaluations and target setting to meet company objectives

Improve support by bringing out efficiencies, introducing new processes and setting service level objectives (SLO) to meet deliverables

Manage 3rd party vendors and support contracts

Sr. Manager IT, Customer Support

Seasons Healthcare Management, Rosemont, IL 11/2012 – 01/2016

Managed an outsourced Helpdesk module, in house Regional Support & Asset Management teams supporting 45 office locations, 3000 users including 800 field users nationwide. Developed short and long-term IT strategies and implemented effective solutions for ongoing issues.

Built a strong cross functional team and strategically managed resources to raise efficiencies.

Recruited, mentored and trained staff to ensure their personal growth, conducted performance evaluations and target setting to meet company objectives.

Improved customer support by bringing out efficiencies, introducing new processes and setting service level objectives (SLO) to meet deliverables.

Improved customer satisfaction by introducing effective tools to report issues. Raised First Call Resolution (FCR

%) to 90% and raised SLO to 85% tickets resolved within 24 hours.

Generated $1.2M in cost savings by bringing Asset Management in house, saving FTEs by leveraging the use of new technologies and renegotiating existing contracts.

Planned, designed and implemented a new Helpdesk system, Customer Support Portal, MDM Solution, System Management Software, Anti Virus Solution, Asset Management System and an E Fax solution.

Worked with leadership and developed a phased approach to transition various departments within the enterprise to start using the Customer Support Portal. Developed new processes and metrics around the Customer Support Portal.

Worked with the Compliance Department and authored policies around usage of IT resources including, computer and cellular devices, internet and applications. Manager IT, Service Desk

Nicor Gas, Naperville, IL 3/2008 – 3/2012

Managed IT Support for 43 office locations, 2200 users including 700 field users throughout Illinois.

Managed the Help Desk, Desktop Support and Regional Support teams.

Developed long and short-term IT strategies and implemented effective solutions for ongoing issues.

Developed and improved First Call Resolution (FCR %) from 34% to 73%.

Met service levels at a 95% and ensured KPI’s and SLO’s are met.

Implemented new and improved protocols that align with ITIL principles.

Developed cross functional team plans, performance plans, process improvement documentation, resource plans, staffing schedules, technical documentations, RFP, RFI, change management documentations, communication to the user base and monthly analytic reports for senior management.

Prepared and maintained project documentation identifying tasks and activities. Manage scope of changes, risks, deployment factors, resources based on business requirements.

Employee management included hiring, training, coaching, disciplining of direct reports in addition to performance evaluations, raises, bonuses and promotions.

Mange day to day activities including mentoring and motivating support staff, monitoring open work orders, resolve customer problems to their satisfaction while seeking feedback on services provided.

Partnered with IS Asset Management to manage hardware and license compliance. Worked with SCADA to help build the system.

IT Services Professional

IBM Global Services, Chicago, IL 11/2005 – 3/2008

Managed day to day activities including mentoring support staff, monitoring open work orders, resolving customer problems to their satisfaction while seeking feedback as to how offered services met expectations.

Planned, setup and documented disaster recovery site and prepared business continuity plan.

Served as liaison and point of escalation for the business unit for IT related system issues.

Managed system and software upgrade projects.

Provided technical solutions working closely with business units, application, and server teams to meet the customer’s stringent standards. Recognized as go to person for diligently resolving problems and situations in an efficient and diplomatic manner.

Involved in preventative maintenance and performance tuning of PC hardware/Software and embossing systems and troubleshooting post maintenance DNS, DHCP, IP, desktop application and logon issues.

Developing, discussing and implementing new methods to help assist the firm achieve highest production levels to meet customer deadlines.

Technical Business Analyst

ABN AMRO N.A, Chicago, IL 3/1999 – 11/2005

Analyzed new integrated system requirements, built, configured, and tested systems. Planned and coordinated implementation with business unit. Successfully implemented ImageRPS system and transport management system.

Successfully migrated users from Windows for workgroups to Windows NT 4.0 for retail lockbox and created user groups and profiles.

Coordinated desktop hardware/software upgrades and server migration projects.

Created run books/support manuals and improve existing process.

Served as a sole 3rd shift system analyst for retail and wholesale lockbox.

Introduced effective network printer sharing methodology.

Coordinated Token ring to Ethernet conversion and installation of 600 NIC cards, responsible for patching network cables.

Authored batch file for MS DOS nodes to connect to Novell tree.

Upgraded Novell Client from 4.11 to 5.0 and moved all user objects and print queues to the new tree, assisted clients with new login ID.

Assisted in configuring and rolling out PC hardware, printers, and other peripherals to 300 users. Education and Certifications

PMP - St. Michaels Learning Academy, Houston, TX

Six Sigma Green Belt – St. Michaels Learning Academy, Houston, TX

ITIL V3 Certification for IT Service Management – Micortrain, Lombard, IL

Bachelor of Science in Business Management (in progress) –University of Phoenix

ITIL Certification for Service Management – Examination Institute for Information Science, Belleville, ON. Canada

Local Area Network Certification – DePaul University, Chicago, IL

TMS Administration Certification – Pitney Bowes, Peachtree City, GA

CCNA Certification course – Microtrain, Lombard, IL

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