Technical Support Project Management

Imran Zaidi

Fresh Meadows, NY *****

E-mail: ******@*******.***

Phone # 929-***-****

Profile:

Results-oriented and customer service focused System Analyst with 15 years career experience in service delivery and technical support environments. Proven expertise in managing multi-location financial and retail systems. Exhibits excellent organizational and problem-solving skills. Strong leadership and project management skills with the ability to lead cross-functional teams and foster collaboration between IT and business stakeholders and displays strong work ethic.

Areas of expertise:

-System Analysis - Project Management

-Problem Solving - Trend Analysis

-Supply Chain Management - Data Analytics & Reporting

-Customer Relationship Management - Vendor Management

Professional Experience:

TCS (Tata Consultancy Services) June 2018 – to Date

Designation: System Analyst

Lead the development and integration of the application with other systems i.e ERP, payment and WMS.

Worked closely with stakeholders to identify issues, implement solutions, and ensure that service level and KPI’s were met.

Lead the deployment & maintenance of the application on Azure cloud and on premises.

Closely monitor application-related jobs, processes, performance and database using available tools i.e. Dynatrace, SCCM, SSMS and MS Azure monitoring dashboards.

Clearly communicated identified issues and their root causes to internal stakeholders, both within and outside the IT department, along with concise hourly updates for priority issues.

Identify issue trends and link them to underlying application bugs, defects, in Jira and assist in

identifying the root cause and solution following Agile Scrum framework.

Implemented process improvements to reduce incident resolution resolutions times and ensuring consistent service delivery.

Conduct regular meetings with Team and facilitated sprint meetings.

Collaborated with cross-functional teams to address application and infrastructure related issues ensuring minimum downtime.

Worked closely with cross-functional teams to gather requirements and provide feedback on software development.

Assisted in the development and execution of disaster recovery procedures, ensuring business continuity in the event of system outages.

Analyze system requirements from end users.

Developing and implementing new systems and system changes.

Coordinating with stakeholders for successful system integration

Pomeroy Aug 2014 – May 2018

Designation: Technical Support Engineer

Provided technical support for enterprise applications, resolving technical issues and escalating critical incidents to senior engineers.

Led the development of troubleshooting guides and standard operating procedures, improving response times and reducing manual interventions.

Monitored and analyzed system performance, identifying bottlenecks and suggesting improvements to enhance system efficiency.

Provide technical support on phone, through email and onsite.

Provide exceptional customer service, keeping downtime to a minimum.

Edit and update all aspects of web-based service tickets, comprehensive notes, resolution information, and closure detail.

To take initiatives, handle special projects and to coordinate with different departments and customer IT personals.

Worked in on-call rotation and handled production issues after business hours.

Americom Technology Nov 2009 – July 2014

Designation: IT Solutions Lead

Managed the full lifecycle of IT projects, from requirements gathering to implementation and post-deployment support, for banking and retail solutions.

Led digital transformation initiatives for fraud detection systems, including the deployment of MICR reader check scanners across all nationwide bank branches, enhancing fraud detection accuracy and reducing processing time.

Collaborated with stakeholders to define project scope, timelines, and resource allocation for IT initiatives.

Worked with IT, operations, and compliance teams to ensure system alignment with regulatory requirements, reducing compliance risks and penalties.

Strengthen relationship with customers to reduce communication gap.

Skills:

-Microsoft Azure

-Database server MSSQL

-CI/CD Pipelines

-SDLC, Agile

-ServiceNow

-Jira Atlassian

-Dynatrace

-Kubernetes

-Windows networking TCP/IP, WINS, DHCP, Active Directory, DNS

-Troubleshooting Microsoft Windows Win 10,11

-MS Office Suite

-Networking & Data Communication.

-Programming tools: Vb.net.

Education:

Bachelor of Computer Science 2006

Hamdard University, Karachi Pakistan

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