IT Ops Support Manager

Atit Patel

Chicago, IL

Cell: 847-***-****

***********@*****.***

LinkedIn URL: https://www.linkedin.com/in/atitpatel82/

Summary

Expertise in team management, including establishing new support teams, configuring and supporting SaaS platforms, overseeing system and database operations, and providing comprehensive user support. Skilled in technical troubleshooting, quality assurance, and problem-solving. Proficient in integrating new software solutions and collaborating with third-party vendors. Capable of leading global teams and supporting users both internally and externally. Experienced in defining system requirements and specifications for complex application development projects. Excellent communication abilities, interacting effectively with cross-functional teams, programmers, and technical staff at all organizational levels. Committed to delivering exceptional customer service. Adept at consulting with users to address issues and meet specific technical and business requirements. Skilled at managing multiple projects concurrently.

Specialties: ServiceNow, ITIL, Workflows, API, Microsoft SQL Server, Azure, Office 365, Microsoft SharePoint, Microsoft PowerApps, PowerBI, QA and UAT Testing, SaaS

Education

Bradley University

Bachelor of Science (B.S.), BMA-Business Computer Systems, 2000 - 2004

Activities and Societies: Pi Kappa Alpha

Certifications

IBM Certified System Administrator - WebSphere Application Server Network Deployment V7.0

December 2012 License: SR7985357

Microsoft Certified Technology Specialist: SQL Server 2008, Implementation and Maintenance

Microsoft License: D707-6548

MCP: Microsoft Certified Professional

Experience

Operations Support Manager at RSM Tax

April 2021 – April 2024

Created and built a new support team and processes for SaaS and Co-Op applications.

Provide global support to internal and external users.

Consolidate our tax applications in CMDB using ServiceNow from an excel spreadsheet.

Participated and lead sprints with ADO Boards and Pipelines

Supported our SaaS applications in Azure and monitoring.

Delegate tasks, projects, and responsibilities while providing constructive performance feedback.

Mentor and coach team members to cultivate a positive and efficient work environment.

Oversee work hours and schedules for support agents, managing vacations, personal time, and more.

Coordinate with third-party helpdesk vendors, ensuring optimal service delivery.

Establish and uphold service level agreements (SLAs) to maintain high response and resolution standards.

Streamline issue resolution through the implementation of effective processes and procedures.

Develop comprehensive documentation for common technical issues and solutions in ServiceNow.

Created new workflows in ServiceNow.

Encourage and facilitate knowledge sharing initiatives among team members.

Evaluate and recommend the adoption of new technologies to enhance operational efficiency.

Lead troubleshooting efforts, collaborating with business and technology partners to address and resolve issues.

Participate in Major Incidents and Disaster Recovery events, completing tasks and collecting crucial evidence.

Lead discussions, identify needs and issues, and recommend/implement effective solutions.

Demonstrate advanced verbal communication skills, encompassing tone, style, and structure, to facilitate effective communication across all levels.

Spearhead recruitment, hiring, onboarding, and training initiatives for new team members.

Senior Application Analyst at Deloitte Tax

January 2018 – April 2021

Team lead providing technical and non-technical support and guidance for complex issues, through tier 2 support and work with Internal User, External Users and Vendors to resolve tier 2/3 issues.

Support our Tax Platforms, Tax Applications and RPA.

Making sure all issues are completed before they breach SLA using ITIL process in Service Now and showing urgency to get them resolved.

Lead the team in tickets resolved every year.

Manage, Train and Coach team members to help them learn new processes.

Product Champion for RPA for the Automation Center of Excellence.

Administer and configure UiPath Orchestrator and UiPath BOTS.

User administration for users in Alteryx.

Monitor Applications and RPA using Azure alerts and Kibana to mitigate downtime.

Configure, upgrade, and configure applications on VM’s to stay compliant.

Participate in BCP testing to make sure the fail-over works and the applications can run.

Testing applications using VSTS and noting test scripts that failed.

Participate in Priority 1 calls when an application goes down and help resolve the issue.

Application Support Specialist at NeoGrid North America

April 2016 – December 2017

Support companies SaaS for Demand and Supply Chain. POS, SOP, TPM and VMI

In charge of our EDI file transfer process using Axway.

Correcting errors if any and modifying the existing software.

Upgrade interfaces by updating the hardware for better performance of the system.

Monitor and debug complex JAVA based applications.

Monitor and debug SQL Servers and Databases.

Recommended using SSD for the SQL servers to improve performance and was implemented.

Installing and upgrading versions of JBOSS and .war packages.

Resolved any tickets that were in Jira.

Monitoring equipment functioning to ensure system operation according to the specifications.

Worked with end users to improve and automate processes.

Completed any Change Requests that were assigned to me.

Maintained documentation of newly created solutions.

Support USA and global users.

IT Engineer – SQL Database at MB Financial Bank N.A.

July 2011 - August 2015

Perform duties of a backend Engineer for software integration.

Configure, maintain, upgrade, deploy and install applications from Development to Production.

Application changes in compliance with software development life cycle (SDLC) procedures.

Also, ensure the steps taken do not have a negative effect on the production environment.

Built Hyper-V servers for new software implementation according to the specification.

Monitor and manage system performance and availability of 3rd party and internally developed applications using Microsoft System Center Operations Manager 2012.

Main contact for the application Custom Credit Services (CCS).

Perform UAT on any new applications or upgrades of application.

Manage and troubleshoot application integration issues, understand the supporting integration tools and data flow.

Recommend and design system changes or enhancements, giving primary consideration to the feasibility, maintainability, internal customer needs and overall cost/benefit and quality requirements.

Create and maintain documentation related to installation, architecture, configuration, operational tasks, and troubleshooting for applications in a central repository.

Managed the ERP system SharePoint.

Experience in installing Network Deployment Package of WAS.

Installed and configured IBM HTTP Server and generated plug-in files.

Experience in setting up of Nodes, data sources, Virtual host and configuration of Web Sphere Application Server.

Configured and developed system requirements for Windows 2003/2008R2/2010R2.

Assisted in Enterprise and Disaster Recovery planning.

On-call support (24x7), Monitoring and maintaining multiple Applications at Development.

Technical abilities include installations, configurations, and technical support.

Good at trouble shooting using Traces, Logs and Log Analyzer.

I.T. Consultant at Baric Health and Wellness Center

January 2011 - June 2011

Defined and implemented improved policies regarding the location, safety and security of servers and equipment.

Recommended modifications to improve speed of operations and system security measures.

Configured and managed AD, Exchange, DHCP, WSUS, WDS, Antivirus and backup servers.

Installed and configured Insight Millennium Software to work with the hardware.

Installed and configured Associate Platinum to work with the hardware.

Installed and configured AccuGraph III.

Increased productivity using the 3rd party software ECLIPSE PRACTICE MANAGEMENT.

Made recommendations for the design and creation for the website.

Made recommendations for e-marketing to increase clients.

Business Systems Analyst - Data Management Analyst at Equable Ascent Financial, LLC

April 2008 - May 2010

Role of IT member on the data management team.

Responsible for data intake and data extraction for daily processing daily files received from collection agencies into the SQL database.

Responsible for scrubbing and analyzing new bought credit card portfolios for required data in Excel.

Build and maintain SQL scripts, indexes, and complex queries for data analysis and extraction.

Ensure best practices are applied and integrity of data is maintained through security, documentation, and change management.

Creating training documents & delivering end user training sessions in support of Production rollout.

Primary contact with outside vendor Latitude Debt Software that provides our software.

Provide end-to-end data analysis, documentation to map data, workflow, and processes from disparate sources.

Work with users to analyze current business processes and procedures to help identify gaps and areas for process improvement.

Providing post-production support for system issues, including research and follow-up.

Reconcile data with outside agencies to assure information is accurate.

Researched and proposed applications and systems, presenting recommendations to CIO.

Manage regression testing and implementing Latitude Debt Software upgrade on SQL Server 2005.

Experience with data definition language (DDL).

Used it during beta testing of new version upgrades or when the DDL file got corrupted.

Experience with Data manipulation language (DML).

Used it to fix data that was not in the correct tables, inserted data into tables from other files source types.

Responsible for reporting data on debtors to credit bureaus.

Responsible for entering data from new purchased portfolios and assigning it out to external agencies.

Created Ad-Hoc reports writing SQL Scripts that used multiple Syntax for other departments.

Automate reports to increase productivity.

Business Systems Analyst at Anderson Pest Solutions

June 2005 - March 2008

Assed users’ needs to determine functional and business requirements.

Primary contact with outside vendor that provide our software.

Conduct and document QA testing on all newly developed applications in our 3rd party software PestPac.

Create, design, and enhance reports

Helped create a new payroll system in PestPac to work in correlation with ADP.

Created new procedure manuals to ensure consistent workflow and keep it updated.

Oversaw data conversion after acquisition of a new office.

Maintain and update servers and software.

Develop system requirements for Windows Server 2003, Citrix, SQL Server 2005,

Windows Exchange 2003, CA XOsoft, and Symantec Backup Exec 11d for Windows Server.

Implemented an online customer satisfaction survey.

Implemented Drive Cams in our fleet to decrease vehicle incidents.

Communicate termite data information to DOW monthly.

Perform annual price increases for customers falling into specific criteria’s.

Implemented Arc Logistics Routing Software, which drove down cost and increased productive of the technicians.

Oversaw the implementation of a new Avaya phone system.

Designed and implemented handhelds for technicians.

Deliver daily support for 150 users.

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