It Support Customer

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KhurramKhan

An IT Professional with over ** years of work experience in IT Service Management Axios

(Assyst), Jira service management, ServiceNow, Windows server management, Application Support, Software/ Hardware Testing, Automation/ Manual testing, UAT testing, Cloud Computing, Microsoft Azure Fundamentals, Software Development, customer support, and Computer Networking. A highly professional and dedicated team player with a keen interest in creating new and improved systems with a great focus on details, processes, and products to serve human needs. Well-prepared to exercise ingenuity, imagination, knowledge, skill, discipline, and judgment together with knowledge of engineering technology and problem-solving ability to deliver pragmatic results. Security Clearance:Valid Government of Canada Top Secret Security Clearance Technical Skills and Certifications:

Skills

Computer Skills

IT Project Management, Quality Assurance Skills:

MS Azure Fundamental certified, ITILv4 certified,

ITSM Certified, IT Project Management, System

Testing, Performance testing, Hand-off testing,

Troubleshooting, Verification, Identifying bugs,

Defect tracking, logging, and bug reporting. Strong problem-solving and documentation skills.

Business Tools: MS Azure Fundamental AZ-900,

Power BI, Axios Assyst ITSM tool suite, Adobe

Experience Manager, SAP Security, MS Office, MS

PowerPoint, MS Excel, MS Project, WordPerfect,

Outlook, Acrobat, Visual Studio, MS Windows

Server 2019.

SDLC: Waterfall, Agile, Incremental

Operating Systems: Windows, Linux

Databases: MySQL, SQL Server

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Technical Skills: HP ALM(Quality Centre), Assyst

ITSM, ServiceNow, JSM, Bugzilla.

Software & Web Tech.: Java, Mendix,

C++, XML, HTML, PHP, CSS, JavaScript

Education

B.Eng. Communication Engineering, Carleton University, Ottawa, Ontario.

Dec.

2014

B.Eng. Electrical Engineering, University of Engg. & Tech, Lahore, Pakistan.

MS Azure Fundamental AZ-900 Certified

CCNA (Routing and Switching).

April

1995

Jatom Systems Inc (JSI)Technical Support Specialist Oct. 2024 to Date

● Working with the Technical Support team to provide level 2/3 support to JSI clients.

● Proficient in Microsoft ITSM Dynamics NAV application.

● Analyzing service requests from users regarding 4Sight Application support.

● Provide incident support and resolve client issues promptly.

● Engaging with clients through phone, email, and Webex to provide technical support.

● Maintenance of Windows Server 2012/2016/2019.

● Manage and support the 4Sight application that helps law enforcement agencies collect and analyze lawfully collected data to combat crime and enhance overall security. Public Safety Canada Senior IT Analyst

April 2023 to May 2024.

Worked with ITSM Change Management team as Change and Incident Management Analyst.

● Perform system-level testing during each step of the change implementation process.

● Proficient in Jira Service management and ServiceNow ITSM tools.

● Follow up on the test results with implementers before and after the change implementation.

● Perform all necessary actions related to newly submitted changes including reviewing details, approving changes, scheduling, Leading & conducting vCMB meetings.

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● Engage with stakeholders at all levels to gather requirements, analyze goals, and suggest solutions to improve performance.

● Preparing IT alerts to post on the company web page.

● Follow up on all the changes for implementation status.

● Reviewing PCRs (Post Change review) and PIRs (Post Incident review).

● Led a valuable ITSM Project to design communication workflow processes between different departments. Prepared workflow diagrams using Visio and SOP (Standard Operating Procedure) documents.

● Prepare agendas and record meeting minutes.

● Follow up on all the changes.

● Modifying /updating records in SharePoint & GCDocs. Royal Canadian Mounted Police (RCMP)IT System Analyst Oct. 2021 to March 2023

• Worked with CIO, and AWIS MSCOTS team and resolved client issues for various COTS applications (PFM, SharePoint, ECT, ProsDepot, PowerCase, Windchill, MS Dynamics CRM, etc.)

• Working on a new application Installation on Azure cloud

• Perform end-to-end testing for the new applications.

• Perform software Upgrade /Rollback testing.

• Quality Assurance, Manual, and Automation testing. Upgraded Application Versions

• Application Server management

• Incident management and Service request resolution

• Powershell scripting.

• Continuous engagement with the users and Vendors to resolve issues. Innovapost Inc. (IT subsidiary of Canada Post)IT Service Specialist Feb. 2018 – Oct 2021

● Axios Assyst is the IT Service Management tool used by the client Innovapost. It is a centralized system for Request Fulfillment, Incident Management, Change management, Problem management, and CMDB Management for the CANADA POST group of companies. It is integrated with three different vendor systems (ServiceNow, InfoPAC, Summit, and SAP) through B2B (Business-to-Business) web services.

● Play the Scrum Master role and run daily stand-up calls.

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Profound experience in providing technical advice to project teams for the architecture and design of IT solutions.

● Extensive experience in providing technical advice or service to the team members in Application development and helping resolve day-to-day technical issues.

● Managing the development and testing teams across multiple geographic locations using Agile methodology.

● A key player during and after the ITSM tool upgrade in the year 2020, and provided technical solutions or advice to most of the issues encountered.

● Worked with multiple stakeholders across CANADA POST group of companies to gather and document the requirements.

● Worked on requirements gathering, analysis, design, development, unit testing, and configuration of changes related to the integration of individual CANADA POST group of companies ITSM tools into centralized Axios Assyst tool.

● Requirements analysis, design & design review, development & code review, and prepare unit test cases & Review and Unit testing of Axios Assyst tool enhancements.

● Worked on Requirements Analysis, Design, Development, and Unit testing of changes related to the Mobility lifecycle management (MLM) project to integrate Axios Assyst tool with SCI SAP system and MobiControl SOTI system.

● Worked in Agile Methodology to meet timelines with quality deliverables.

● Writing user stories and use cases based on the user’s business requirements.

● Extensively worked on creating Assyst user profiles, service departments, Configuration items, event builders, etc.

● Lead/worked on Project enhancements in Agile methodology using JIRA tool. Worked on third-party applications. This included deployments, patching, enhancements, application upgrades, Sanity testing, new features testing, performance testing, etc.

• Regular interaction with vendors to address complex coding issues. Windstream Communications QA Engineer

Aug. 2017 – Feb. 2018

• Web-based VOIP phone system (software and Hardware) and My-Office Suite Portal, softphone applications support.

• Sanity testing, software Upgrade /Rollback testing, Vo-Hand-off testing, new feature testing, Interop testing, performance testing, etc.

• Working with various leading industry tools e.g., Bugzilla, Wireshark, VMware, etc.

• Log collection, Quality Assurance, Manual and Automation testing with a special focus on details.

• New feature spec. document reviews, Test plan preparation, and execution with precisions

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• Team environment

Broadview Networks Intermediate PV Engineer

Feb. 2016 –July 31st, 2017

● Hands-on experience in testing the Cloud / Web-based Silhouette product and

● MyOffice Suite Portal, softphone applications by manual modules according to the PV test plans which include Sanity testing, software Upgrade /Rollback testing, VoHand-off testing, new feature testing, Interop testing, performance testing etc.

● Detailed understanding of various networking Protocols e.g., SIP, RTP, VOIP, etc.

● Working with various leading industry tools e.g., Bugzilla, Wireshark, and VMware etc.

● Log collection, OTA packet capture, Quality Assurance, Manual and Automation testing

● New feature spec. document reviews, provide testing estimates, and Test plan preparation and execution.

● Team environment

● Conducted New feature presentations and product training. KD Communications Inc.Network Support Engineer.

*Dec. 2014 – Dec. 2015

• Project planning, configuration, and installation of networking equipment (hubs, Cisco routers, Cisco Ethernet switches, servers, etc.)

• Designed a WAN network for a manufacturing organization with six sites in different cities using OPNET, a COTS software.

• The network successfully provided a response time of 1/10th of a second and 99.98% availability.H.320 standards were used for video conferencing along with a standard set of desktop applications that includes e-mail, calendaring, web browsing, file sharing, and printing.

In-depth understanding of LAN/WAN technologies, IP addressing, IP summarization, and subnetting, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SMTP, FTP, TFTP, DHCP, HTTP, BGP, RSVP-TE), Routing protocols RIP, OSPF, IGRP and EIGRP, wireless 802.11a/b/g/n.

• Responsible for installation of Wireless Network infrastructure including Access points. BlackBerry Limited IOT Protocol Test Associate (Wi-Fi)

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.Sep. 2012 – Dec. 2013

• As part of the Wi-Fi team worked closely with IOT test specialists to test and debug next-generation Blackberry10 devices using Test Plans which include WPA, WPA2, WMM (Wireless Multimedia) test cases, and Customer-given Interoperability tests.

(Sanity, Regression, Unit testing, Integration Testing, System Testing, Acceptance Testing Mobile hotspot) using different testing utilities like wireless SNIFFER (Omni Peek Network Analyzer). PA2), 802.11n, and roaming.

• Log collection, OTA packet capture, Quality Assurance, Manual and Automation testing

• Wi-Fi Protocols knowledge, and understanding of IEEE 802.11 a/b/g/n WLAN standards.

• Software testing includes protocol, performance, interoperability, and reliability.

• Created weekly status reports and test incident reports.

• Team-based environment.

Distributed Network Processing Project

• Designed a Student course registration mobile application using the Agile development method

• Used HTML5, PHP, CSS, JavaScript, CSS, MySQL and Java

• Used Selenium software testing framework to test the application.

• Familiarity with Apache server and Tomcat server

• The application was designed, tested, and implemented successfully. Communication Skills

● Excellent teamwork skills, learning skills, and ability to work under pressure.

● Communication and presentation skills.

● Excellent customer service, client relational skills, and problem-solving skills.

Contact this candidate