Project Management Technical Support
Resume:
FARID HASAN *******@*****.*** LinkedIn
Highly skilled IT professional with extensive experience in project management, leadership, and technical proficiency. Proven track record of successfully initiating, managing, and optimizing technical projects to achieve organizational goals. Adept at fostering collaboration and innovation to drive continuous improvement in IT operations in the ServiceDesk team environment.
Project Management Excellence: Demonstrated proficiency in initiating, planning, managing, and documenting technical projects from inception to completion. Proven ability to monitor project progress and adhere to deadlines and quality standards.
Leadership & Team Management: Guide technical staff and directed project personnel to ensure project momentum and efficiency. Led teams, delegated responsibilities, provided performance feedback, and collaborated to achieve project objectives.
Technical Proficiency and Innovation: Oversaw technical support, system and network management, software implementation, helpdesk support, infrastructure deployment, and incident management. Identified and addressed organizational technological needs, recommending cost-effective solutions and implementing innovative approaches.
IT Management, Project Management, IT Security, Strategic Planning, Incident Management, Team Management, Contract Negotiation Skills, Communication Skills, Analytical Skills, Problem Solving, Mentoring Skills, Budget Management, Resource Management, Innovation, IT Infrastructure Management, Software Implementation, Helpdesk Support, Vendor Management, Time Management
Professional Experience
American Council on Education – One DuPont Circle NW Washington DC February – 2024
Assistant Director of IT
Escalate complex issues, coordinate with external vendors, third-party organizations, and internal ACE IT staff during critical incidents.
Skilled in Microsoft Windows OS, Active Directory, Dynamics 365, Azure, M365, and Apple/Mac ecosystems.
Deliver exceptional service, achieving high customer satisfaction.
Efficiently handle queries via phone, email, MS Teams, remote support, and direct interactions.
Resolve technical issues involving hardware, software, email services, internet, and LAN access.
Maintain accurate support ticket information, document, clarify, test, and replicate customer issues.
Initiate, plan, document, and manage technical projects from inception to completion.
Lead technical staff, align business and technical aspects, manage resources, and monitor project progress.
Create and manage MS project documentation, facilitate meetings, and communicate project expectations to team members and customers.
Miltenyi Biotec North America – Gaithersburg, MD
EAST COAST IT SUPERVISOR 02/2022 – 12/2023
Spearheaded the deployment, monitoring, maintenance, and support of all IT systems, overseeing telecommunications, PCs, MAC, operating systems, hardware, software, and peripherals for the US.
Managed Active Directory accounts, facilitating seamless user account management and Outlook/Exchange server setup.
Directed creating and managing Distribution or Exchange Email group accounts, optimizing communication efficiency.
Provided efficient helpdesk support, overseeing a team of 4-tiers and ensuring compliance with SLA requirements.
Implemented Helpdesk service level agreements, decreased response time by 50%, and enhanced problem resolution.
Developed KPI reports in ServiceNow to track and achieve departmental goals effectively.
Led the design, planning, and implementation of IT enhancements, upgrades, and major projects, managing resources.
Oversaw financial aspects of the IT Division, including purchasing, budgeting, and budget review, ensuring fiscal responsibility.
Collaborated remotely with business units to deploy, upgrade, migrate, and maintain systems and troubleshoot hardware, software, and operating systems. Adopted a hands-on approach to managing technical aspects and driving systems architecture.
Reviewed contracts and SAs to ensure compliance with internal policies and a thorough understanding of provided services.
First Group of America (First Transit) – Baltimore, MD
IT MANAGER (14830) 05/2018 – 02/2022
Oversaw system and network parameters, achieving peak performance, overseeing software installation, testing, and user training.
Orchestrated Active Directory and network management, proficiently handling system/user additions, password resets, and troubleshooting login issues.
Spearheaded research initiatives to recommend future infrastructure upgrades, maintaining technology alignment.
Conducted thorough analysis of computer equipment inventory, optimizing operations for enhanced service levels.
Implemented and maintained VMware Horizon Clients VDI environment, ensuring efficient operation and configuration.
Directed a ServiceDesk team, ensuring continuous smooth operation and maintenance of IT infrastructure.
Successfully led the deployment of a company-wide VoIP system, significantly improving communication efficiency.
Generated comprehensive weekly KPI reports for state stakeholders, providing valuable insights for decision-making.
Monitored IT service delivery tickets, guaranteeing prompt resolution of issues and minimal downtime.
Established robust data flow procedures and standards across the network, enhancing efficiency and security.
Managed IT systems from development, testing, deployment, and maintenance, including hardware acquisition and upgrades.
Ensured HIPAA Security compliance in electronic data transmission and storage, maintaining data integrity and security.
Installed and configured ADP Time Clock and effectively managed Security DVR System to maintain operational efficiency and security. Implemented timely software upgrades and patches to fortify network security and stability.
Office of Community Empowerment and Opportunity, City of Philadelphia – Philadelphia, PA
IT MANAGER 11/2013 – 05/2018
Identified and addressed organizational technological needs, delivering cost-effective solutions that optimized resource utilization and operational efficiency.
Managed project lifecycles, ensuring successful delivery and adhering to budget, schedule, and client specifications.
Developed, designed, and implemented new applications and system changes, enhancing productivity and effectiveness.
Directed, coordinated, and delegated responsibilities to IT teams, fostering a cohesive environment for the smooth operation and maintenance of IT infrastructure.
Provided invaluable technical expertise as a resource for equipment maintenance and procurement decisions, facilitating well-informed decision-making processes.
Created detailed training manuals for end users, overseeing AV/multimedia usage and optimizing technology utilization.
Ensured uninterrupted communication services, maintaining and managing agency telecommunications systems.
Office of Community Service, City of Philadelphia – Philadelphia, PA
NETWORK ANALYST/END USERS SPECIALIST 01/2006 – 11/2013
Installed, configured, and upheld system network components, including Windows OS and Cisco switches/routers, ensuring seamless operation and minimal downtime.
Specified, designed, and managed LAN/WAN hardware, encompassing firewalls, routers, switches, access points, and associated devices, bolstering network performance and security.
Utilized computer imaging and helpdesk ticketing software, troubleshooting processes, and enhancing user support services.
Implemented and customized GIS software with Oracle Client integration, facilitating data analysis and decision-making.
Additional Qualifications
TECHNICAL SKILLS Microsoft Office Suite (Teams, SharePoint Online, OneDrive, Exchange, Endpoint Manager, Intune), Windows Operating Systems, MAC OS, Dell, PC Hardware and Operating System Administration/IP, Azure AD, Cloud Resources, MFA, SSCM, MDM, ERP, ITIL Best Practices, ServiceNow, Service Desk Management, CRM, LAN/WAN/VPN, Cisco AnyConnect VPN, Network Design/Configuration, Infrastructure Development, End-user Devices and Software, Information Systems, Enterprise Applications, Networking and Wireless, Backup / Disaster Recovery Solutions
AWARDS & MEMBERSHIPS Employee of the Month (1X) ITT Technical Institute M
Education
Bachelor’s Degree of Science in Information Technology Peirce College, Philadelphia, PA
Certificate: CompTIA Security + CE 2024
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