Objective

Seeking a position, which will allow creativity in problem solving while employing my interdisciplinary skills and knowledge in the field of Management and MIS, and an opportunity to grow and advance within the organization.

Summary

Program/Project Management: Implemented new programs, monitored existing programs, and worked with executive management to achieve business goals. Established program standards and developed requirements for business, systems and training to ensure quality work and resolved project related issues by working with cross-functional teams. Achieved the deliverables on time and on budget meeting the service level agreement.
Client Relationship Management: Gathered project requests from internal/external customers and constantly liaison with customer(s) to rationalize functional needs or resolve conflicts. Visited with key customer service, technical expertise and project status.
Technical Support Management: Managed multiple technical support call centers nationwide, responsible for customer service and technical operations for over 1.5 million ADSL, ISDN and Dial-Up Internet customers. Facilitated the resolution of all service affecting incidents, saving over 3 million in annual revenue. Won the excellence in performance award.
Network Management: Managed Local Area Network (LAN) in a multi server environment with 3000 users and supported connectivity over a Wide Area Network (WAN) with over 5,000 users.

Experience

2001-Present Confidential,Manhattan, NY
IT Manager

• Responsible for supervision of fifteen outbound and inbound technical support representatives plus maintain multiple regional offices and staff. Accountable for all aspects of personnel management to include productivity, resource allocation, system availability, training and development.
• Responsible and Accountable for completion of management reports, sales, staffing levels and operations efficiency and assisting team members with the system. And actively pursue continuous improvement initiatives for help desk.
• Manage and responsible for the system development, create and enforce policies, procedures for the system. Plan and allocate resources according to company objectives.
• Serve as knowledgeable interface with field representatives and the customer service department Provide technological support for the product. Advise and assist departmental users in defining security issues, requirements and solutions for new and existing applications.
• Ensure proper notification to users for all systems problems and events, including scheduled and unscheduled downtime. Prepare user notices, bulletins, and newsletters. Ensure that the Firm wide Manager of Support and Operations and/or other management personnel are notified of important issues or unusual circumstances
• Interface with MIS staff and end-user regarding the development of security specifications. Consistently seeks to identify and implement solutions, which result in increased security.
• Research, Analyze, Maintain, Document, Recommend and implement specific PC software and network security applications. Modify processes and procedures to solve network, end-user, e-mail anti-virus and security problems.
• Responsible for MIS team for critical exchange servers. Monitors server, replication and e-mail routing. Creates user accounts and maintains security levels on database.
• Provide technical assistance to MIS team in the detection and resolutions of exchange servers. Coordinate projects as assigned and prioritized by senior management. Also coordinate multiple projects concurrently and influence the decision making process.
• Interface with other department such as manufacturing and logistics to track and fulfill customers order. Documents and Evaluate operational in-efficiencies and develop procedures to enhance order entry and fulfillment.
• Work with Accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. Maintain effective working relationships with assigned Corporate Customers.
• Review call center metrics and determine root cause of problem to enhance productivity. Establish and organize metric on ACD system for better results. Ensure tier I & II work together to achieve maximum strategic goals.
• Develops and maintains the key performance indicators and metrics for the department that tie to SLA, identify support trends, and serve as key informational data to senior management.
• Supervision and management of technology and interactive project teams; Strategic management of focused IS/IT projects, deployments and upgrades including: Installation, configuration and maintenance of network/hardware/software incorporating the development, staging and interactive environments.
• Performs other duties and responsibilities as defined by senior management. Validates and maintain the integrity of help desk software data as it relates to the system.
• Hire, manage, train, and retain high performing customer support representatives to assist in exceeding sales targets by proceeding sales leads, collaborating leads, and providing technical support to customers.
• Provide strong leadership to ensure customer satisfaction and assist the sales organization in meeting their goals. Manage computerized order processing logistics in an ERP environment.
• Maintain reports on Service level Agreement Performance of the call center.
• Network, Topology, Situation Point, Routing and Protocols, Addressing Network, IP, IP Addressing and Network. Design, implement and provide technical support on strategic enterprise networking and desktop solutions.
• Experience with telephone support systems (ACD, CTI, and VRU).
• Configure Dial up adapter Connectivity, Win 95/98/2000, Win N.T. Open vs. Closed Systems, OSI Model, and Network. Troubleshoot ISP related issues such as email configuration and browser related problems as well as software and hardware related issue including for the desktop and laptop computers.
• Maintain WAN Networks utilizing HP openview. Optimize LAN using performance reports and monitoring applications in 24x7 environments. Monitor and document 500 network devices. Implement TCP/IP core networking services using Windows NT, DHCP, WINS, and DNS. Support remote locations with Net Access Internet VPN.
• Work with Accounts to develop and maintain a support plan. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate. Maintain effectively working relationships with assigned Corporate Customers.
• The Planning Process service level objective, vendor relationships. Calculate staff required on phones or desk side. Calculate trunk required and calculate rostered staff factor. Organized schedule.
• Install, configure and administer NT Servers/Exchange server and troubleshoot system with a range of diagnostic support tools such as Server Manager, User Manager, Enterprise Admin and exchange Admin. Provide for secure and efficient access to computer and network resource.
• Financial Budgeting handled day-to-day accounting duties, and organized important data into logical format. Perform adherence to functional specifications, accuracy of calculations, and adequacy of data security & validity of data input/output.
• Gather reliable, accurate data on hardware and software inventories. Gain tighter control over inter-office department changes.

1996 - 2000 Confidential, Houston, TX
Help Desk Manager

• Manage the development and support of a 24x7 Technology Service Center operations and client services in coordination with Information Systems, Networks and telecommunications engineering, including, systems administration, data center operations, application systems PC desktop systems, database administration, LAN/WAN network services, helpdesk operations and field service.
• Responsibilities included PC assembling, software installation, troubleshooting and computer repairs. Configured and managed a high speed LAN and provided onsite support for the customers. Assisted in the inventory, maintenance and monitoring of network systems and equipment. Responded to desktop and network trouble calls. Performed systems\' network maintenance functions and assisted the network manager with oversight of various networking systems. Conducted network data backup and emergency data recovery. Assisted with systems analysis, design and implementation.
• Supervised a technical call center comprised of over 150 analysts after serving as a help desk analyst. Administered and monitored customer satisfaction and helped in improving quality assurance
• Established daily performance goals, challenges, reports, documentation and schedules. Accomplished the success of building a new call center as a part of the Project Management team member to support Compaq customers.
• Maintain extensive knowledge of all firm operating systems and applications in order to assist in the planning, testing and implementation of various software systems and other initiatives and to evaluate the users\' needs.
• Provide technical support, directly and through System Administrators and Applications Training/Support Specialists, to users, including installing, configuring, and maintaining hardware and software to accommodate user needs. Provide assistance in troubleshooting computer hardware, software, networking, and data communication technologies.
• Ensure that the highest level of customer service is provided to users in regards to training, support, and system administration/operations.
• Oversee in-house training (classroom and walk-about) to ensure effective user-focused training is provided regularly and accordingly. Review training feedback forms to identify problem areas and appropriate corrective measures. Work with the Training Team in the development and implementation of new and revised training programs.
• Regularly confer with colleagues to ensure consistency of services provided, efficient pooling of resources, avoidance of working at cross-purposes, and opportunities for information sharing and brainstorming.
• Assist in developing, monitoring, and managing the automation of the help desk/telephone support function. Identify issues and make recommendations to the Support & Operations in this regard.
• Manage all areas of responsibility within defined budget parameters while continuing to demonstrate cost containment results.
• Hire, train, evaluate, lead and guide professional and technical staff.
• Provide coaching and counseling for a variety of personnel and work related issues on the largest and most profitable contract held by company.
• Often called upon to lead and /or assist with special projects conceived to boost performance of the team for both the internal and external aspect of the contract.
• Manage the day-to-day call center and internal staff directly supporting the telephone channel in Houston, Colorado and Alfredo.
• Using Help desk software to improve overall department performance and overall high quality support.
• Ability to support HP laser printers, Xerox printers, Fax.
• Responsible for Departmental and Regional agenda's for help desk.
• Interface with the business side and technical side including project leaders and managers.
• Vendor relationships, buying software with different companies, and map out project plans and strategies.

1994 - 1996 Confidential, Houston, TX
Computer Lab Supervisor

• Administered and managed computer lab, and analysts. Install software applications and hardware.
• Provided IT solutions project management for departmental MIS division, technical support, LAN/WAN infrastructure. Application Development and Telecom group.
• Oversee the maintenance of hardware and software inventory and computer room equipment to ensure systems and applications availability.
• Maintain and occasionally identify server-based application updates (less operating system) to include, but not limited to, virus protection software.
• Planned, organized evaluated, coordinated and directed the MIS programs and services, and initiated new services.
• Managed, mentor and guided the ADSL training team for new students in the department.
• Responsibilities included PC assembling, software installation, trouble shooting and computer repairs. Configured and manage a high speed LAN and provided onsite support for the department and students.
• Responsible for creating Lotus Notes accounts for users. Maintained their accounts, giving them rights, settings up their mailbox, setup passwords and reset passwords.
• Assisted in the inventory, maintenance and monitoring of network systems and equipments. Responded to desktop and network trouble calls.
• Performed systems network maintenance functions and assisted the network manager with oversight of various networking systems.
• Coordinate special projects relating to acquisitions, office and department moves, software and hardware deployment, and special training initiatives.
• Organize and participate in secretarial and management meetings to gather feedback on the applications in place to determine how S & T can best meet user needs and evaluate the level of customer service being provided.
• Provide direct support to users as necessary or otherwise appropriate.
• Assisted with systems analysis, design and implementation. Maintain a neat, organized, clean, and safe work environment.
• May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
• Test various software applications for business major and computer science major students.
• Provide Internet support for internal clients in setting up connections and troubleshoot problems associated with server and connectivity.
• Conduct training sessions for other lab employees and provide technical assistance to Professors.

Education

Bachelor of Commerce in Corporate Management.
Bachelors in Business Administration.
Major in Management Information Systems and Finance.
Certifications:

• CompTIA A+
• CompTIA N+
• Cisco Certified Network Associate.
• Dell Certified System Expert (Desktops, Laptops & Printers)
• MCP+I (Microsoft Certified Professional + Internet)
• ITIL ..........Foundation Master-v3

Skills

Extensive knowledge of PCs, MS Office Suite, and operating systems. Well developed interpersonal skills and ability to interact with all organizational levels as well as vendors and others outside the firm. Possess a customer focus and a track record of providing the highest level of customer service. Able to effectively manage multiple priorities and adapt to constantly changing priorities. Strong organization, communication, leadership, problem solving, and presentation skills. Demonstrated initiative in project management. Understanding and serving others are important attributes in this position. Ability to develop and motivate people and create a positive team environment. Able to manage people, time, and resources to accomplish goals.
Software: Altiris, Anti-Virus (Symantec Corporate Version, Trend Micro Professional, Avira Pro etc) Bloomberg, MS CRM, Citrix, MS Dynamics aka Great Plains (Accounting Software), AS/400, IVR, SMS, Quicken, MS Office 95/97, 2000, 2003, 2007 & 2010, MS Workgroup 3.0/4.0 Excel, Access ERP, and Lotus 123 and 6.5.2/4.Novell, Remedy, Tivoli, CenterVU, HEAT, HELPSTAR, MACCESS, Peregrine, Symposium, Real Time Adherence, TCS Series Five, Avaya ACD and PBX, VNC, Citrix, VMware and VPN technologies (Cisco, Nortel, CheckPoint, Cisco, Point Sec, Symantec)
Operating Systems: DOS, Intel, Windows 3.x/95/98/2000, ME, XP Windows NT Server, Win2k & Win2K3 (Active Directory & Exchange 2000, 2003 & 2007), Windows Vista, Windows 7, WSUS/SUS, Workstation, MS SQL Servers, MS Terminal Services, Symantec Ghost Server, Citrix, Backup Exec, File Servers (DELL Servers, HP Servers) Blackberry Server (BES), Unix, Lixus and Macintosh OS X.

Activities

Member of Management Information Systems. (Professional)
Member of GIS Information Technology Systems.

Languages

Arabic, English(British), Hindi(Indian), Spanish, Punjabi and Urdu(Pakistani)

Nationality

United States Citizen

Reference

References available upon request