Omar Kazmi

Professional Summary

Over ** years of extensive IT experience in hardware and software break/fix, network, and security administration along with excellent analytical skills based on vast knowledge with ability to diagnose and pinpoint problems, as well as choose most effective and efficient solutions. Understanding and providing outstanding customer service relations and well-developed interpersonal skills, key in assisting to maintain a successful growing company. Proven track record in assistance with implementing multiple simultaneous projects and meeting deadlines successfully. Proficient in all aspects of technical procedure composition

Skills

administration • cabling • cadence • cisco • citrix • computer hardware • database administration • design • dhcp • documentation • IT operations management

Top Skills (Technical/Non-Technical skills)

• MS Office Suite (10 years)

• MS Windows Platforms (OS) (10 years)

• Ticketing software (ServiceNow, Salesforce CRM, SAP, iSupport, Peregrine, Remedy, OVSD & HPSC/HPSM) (5 years)

• Monitoring Platform Analysis tools:

Splunk, Elastic Search, New Relic, ServiceNow

• Network:

TCP/IP, IPX/SPX, DHCP, IPV4/IPV6, APIPA, Ethernet, Fast Ethernet, Gigabit, routers, gateways, switches, hubs, patch panels, sniffers and network testers; T3, T1, ISDN, DSL and cable ISP experienced; also proficient with HomePNA wiring and Wi-Fi wireless transmission protocols 802.11a,11b,11g,11n; Putty; VNC Secure; Telnet; Microsoft RDC; Citrix, Air Watch, Cloud Secure, Azure, AWS, Slack

• Platforms:

Microsoft Windows 3.1, 95, 98, NT 4.0 Workstation, NT 4.0 Server and Enterprise, 2000 Professional, 2000 Server, XP Professional (32-bit and 64-bit), Windows Server 2003 (32-bit and 64-bit); Vista (32-bit and 64-bit); Windows 7 Professional and Enterprise (32-bit and 64-bit); Windows 8.1; Windows Server 2008 R2; Windows Server 2012 IBM OS/2 and OS/2 Warp; WinPOSready 7, Windows 10, Windows 11, Linux Ubuntu, Linux Red-Hat, Kali Linux, UX systems, Apache/Tomcat Web Server Platforms, iOS (all versions from 2012-2023)

Professional Experience

Information Technology Operations Management - Major Incident Manager

DXC Technology – Houston, TX Oct 2018 - Feb 2023 (4 Years)

•10,000+ Hours logged driving IT Major Incident calls for assigned client Hewlett Packard Enterprises and clients business solution applications on various platforms (Linux, Unix, IIS, Apache/Tomcat WebLogic, etc.)

•Performed IT triage and root cause analysis for resolving client IT Major Incident/Critical issues within required contract service level agreement terms following ITIL standards and practices.

•Managed and Drove Major Incident calls for all Areas of IT/ data transformation projects for client business solutions, maintaining critical IT logic knowledge in order to efficiently engage required engineers and technical/application support teams to successfully drive a wide range of major IT systems and/or applications to a proper resolution with proper business validations with assigned dedicated support follow-up.

•Worked with high-level client VPs, Executives and stakeholders, in giving time efficient rundown of raised IT Major Incidents and understandable communication methods of affirmative action plan in place to resolve and restore those IT critical incidents reported.

•Tracked and documented in detail all steps taken in managing an IT Major Incident call, as well as obtaining authorized application change approvals from required chain of command per data application and business ownership.

•Assisted Incident manager dispatchers with monitoring business client engagement comms rooms to ensure all critical incidents are investigated and resolved by appropriate teams or if a Major Incident is required.

•Monitored and updated metric analysis through cloud analysis tools (ElasticSearch, New Relic)

•Use of systems performance/health monitoring and security cognizance to further drive major incident calls from observed logged data analyzed from Splunk and New Relic.

Information Technology Operations Team Lead

DXC Technology – Houston, TX Jan 2018 - Sep 2018 (9 months)

DXC Shared Exit Project (TekSystems contract)

•Created documentation and Instructional materials for the OMC (Operations Management Command) team to guide through project processes and accurately execute strategic efficient analytical support.

•Assisted in hosting and driving War Room calls for Shared Exit critical incidents when high volumes of issues arise.

•Assisted Production launch/Critical Incident calls by providing resources needed in a timely manner and ensuring all issues are addressed/resolved and validated before call is completed.

•Reported and Tracked all Project Management activity to Shared Exit Command Center.

•Preparation of accurate project activity notes for High and Urgent issues to be reported on executive cadence call.

•Assisted all users request involving resource requests, ticket creation/routing guidance, procedural or IT Documentation/Template information, Major incident/War Room requests and Incident/ALM status updates.; Supporting IT operations for transformation and cross boarder application activity. •Assist ES/USPS leadership, BRM’s, PM’s, application teams in war room call engagements for top priority issues affecting ITSM, applications, network, cyber security, directory services, database management etc. by gathering the needed resources/team to resolve any matter. •Collect and analyze project progression statistics and document for US Advisory and DXC leadership review.

•Observation, tracking and reporting of all Project Management tasks and deadlines.

•Provided project support in incident tickets where specific resources/teams were needed to resolve issues.

•Tracked and provided consistent updates of Action Life Management events to leadership.

•Created documentation for team strategies in handling all types of incoming requests and procedures requiring Operations and Management Center assistance abiding to ITIL standards.

Network Infrastructure Engineer

Hewlett Packard Enterprise – Houston, TX Aug 2017 - Dec 2017 (5 months)

Decommission out of date server technology in preparation for upgrades. (TekSystems contract)

•Consolidated server racks with current usable/still in use server boxes and switches.

•ILO/Raid configurations

•Installed and assembled new racks and server hardware

•Cable management and cable installation with consolidated and upgraded hardware.

•Server integration/monitoring and administration in Linux/Windows server environment following ITIL standards.

Major Incident Manager

Hewlett Packard Enterprise – Houston, TX Mar 2017 - Aug 2017 (6 months)

Engagement in resolution of global Major Incidents for Operations and Management control for business side applications. (TekSystems contract.)

•Managed internal applications and operations support. Collaborating IT staff responsible for providing incident resolution with the appropriate IT teams (Platform support/DBA/Network) to resolve issues associated with corporate merger activities (Data/User Migration, Access Management etc.)

•Monitored multiple Virtual Rooms occurrence’s (Internal Partners, External Partners, Cyber Center, etc.) for critical and major incident ticket elevation queries. All ticketed incidents monitored to completion.

•Escalated requests for issues related to application availability due to planned/unplanned changes, application poor Performance, application data timeliness, network outages, firewall and server downtime.

Data Analyst

Hewlett Packard Enterprise – Houston, TX Oct 2016 - Jan 2017 (4 months)

Performed business forensic analysis to determine network devices associated with business units within specified subnet type. (TekSystems contract.)

•Lead team of 10 to meet deadlines and quotas of updated subnet records.

•Created and provided documentation/script of procedures to follow to better assist techs in knowledge of investigation techniques when dealing with Global subnets.

•Creation of excel templates for efficient data recording and statistics recording.

•Attended administrative meetings to report status completion

•Investigation, monitoring and documentation of 30,000+ subnets in HP’s global operation.

•Identified valid subnets and hosts attached to HP and Cisco Layer 3 devices/servers in HP business units globally using SSH/putty.

Education

University of Illinois at Chicago, Information Technology/ Computer Science

Lonestar Community College Systems – Tomball, TX, A.A, Criminal Justice

License & Certifications

Microsoft Certified Technology Specialist: Enterprise Project Management with Microsoft Office Project Server 2007

Microsoft Certified Solutions Expert: SharePoint

Microsoft Excel 2013 Certification

IT Information Library Foundations Certification (ITIL)

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