SUMMARY

• Certified IT professional with extensive experience in Management, Leadership, Cloud computing, Messaging and collaboration, ITIL management, Modern technologies, Team management, Infrastructure support and Business improving.
• A Meticulous director with ability to see the future of the technology and collaborate and lead at Enterprise level in different regions and globally. A proven problem - solver and a smart decision-maker with strong ability to analyze complex customer challenges and crafting resilient and cost-effective solutions to meet the customer and stakeholder’s expectations.
• A leader who can perform well under pressure and manage to deliver the projects with less impact to the business in a cost-effective way.

PROFESSIONAL EXPERIENCE

IT Infrastructure Manager

Confidential, Naples, FL

Responsibilities:

• Responsible for finding IT gaps and provided solutions to improve the business and added values
• Supported IT Infrastructure globally in different regions including US, South America, APAC and EMEA
• Oversaw different teams of engineers located in different regions to deliver the Operation and Projects
• Auditing tickets to avoid SLAs breaches and made sure that proper user contacts and notes are logged in the tickets
• Developed CSF and KPI guidelines as required by business objectives and to effectively manage services
• Communicated with BRMs to improve and define the targeting goals better
• Stablished a better and improved way of communication to the users to provide a better support
• Proved excellent interpersonal skills in communications, client relationships and negotiation
• Developed frameworks and recommendations on changes required with IT Service Operation support
• Consulted Sr. managers to define the SLA and OLA and make it clear to their teams
• Responsible to define ITIL and processes and make sure Teams adhere to it
• Motivated business to change the direction to the cloud (MS Office 365)
• Showed my passionate toward the Cloud computing to IT director & VP and laid out a roadmap path
• Leaded the project of MS Teams started with testing, evaluating and developing Teams
• Responsible for operational support of AD, GPO, Messaging, MS Cloud services, Security, Mobility
• Designed a road map toward the Modern desktop and hold a meeting to demonstrate of the benefits and advantages
• Developed disaster recovery plan and business continuity to provide HA for the applications and operation
• Managed the project roll out of Mac\Apple devices integrated with AD utilizing JAMF pro and NoMAD
• Leaded SCCM team to deploy and manage servers patching and securities
• Analyzed trends on incidents, problems, changes and configurations and made some modifications
• Improved request fulfilment and decreased incident reopen ratio
• Advised IT director on utilizing ServiceNow tools to manage the infrastructure in a better way
• Worked with head of the cyber Security to improve and remediate the gaps on Security and compliance
• Advised InfoSec director on a better way to comply with HIPPA, GDRP and FDA policies
• Notified IT Director on monitoring gaps and demonstrated my willingness to own the monitoring team
• Automated processes with PowerShell and improved reporting and monitoring

Confidential

Cloud Computing Manager

Responsibilities:

• Acted as a service transition manager from Fujitsu to HCL to take over the contract
• Self-motivated and inspired by new innovation/technology with an attitude that stablish a great relationship with clients
• Took responsibility for day to day operation of MS Cloud, Messaging, Communication and Mobility
• Managed different teams in different regions to support the cloud services
• Hired a team of contractor (Elbow team) and responsible for training them for supporting post projects
• Responsible for IT Operations per ITIL standards to achieve the SLA and customer satisfaction
• Involved in CIM calls and drove the P1 & P2 incidents till closure with the responsible team
• Ensured SLA’s are achieved and client expectations are met
• Increased first time contact resolution and decreased reopen incidents by %35
• Leaded MS O365 services rollout with providing the support
• Achieved a high satisfaction from customer in area of Azure, Exchange, O365, Skype, Intune
• Supervised MDM Intune policy configuration and provided hands on support if it was needed
• Setup Intune environment and prepared for migration to be aligned with company goals
• Directed the migration of users from Blackberry to MS Intune and provided support after migration
• Ensured all mobile device deployments get the correct updated configuration and policies
• Worked with vendor closely as a SME to deliver Skype Online with Enterprise Voice and telephony ability
• Motivated business towards the Microsoft teams and planned a roadmap
• Delivered the project of migrating RightFax to the latest version to resolve the issues with the older version
• Supported Microsoft Azure, MFA, User Licensing, Identity management and related services
• Helped Project team to reduce the cost and meet the deadline
• Used ServiceNow for Incident, Problem, Change managements
• Provided KB and documents to remediate users support during projects
• Made sure that data and permissions are aligned with HIPAA, CHIP …

Confidential

Information Technology Technical Manager

Responsibilities:

• Took responsibility of transition from Leidos to HCL in the area of Messaging, collaboration and MS Cloud
• Managed day-to-day services in the areas of Messaging, MS O365, Security, MDM, Instant messaging
• Provided management and technical oversight for 30k users in different regions
• Assisted with the service transitioning of services to US, Philippines and India
• Managed a team of Sr. Engineers directly and SD technicians and responsible for their activities
• Leaded hybrid migration to O365 followed by onboarding users to Exchange online (Government Plan)
• Generated repots on a monthly basis on Incidents and Requests to analyze the trends and made some improvements
• Identified and managed service delivery issues and risks throughout the life of the projects
• Saved $$$, time and resources with implementing best practices and automating tasks
• Promoted an overall business-driven customer satisfaction and continuously improving request resolution
• Earned Customer satisfaction and kept receiving great feedbacks and obtaining two rewards
• Responsible for Incidents, Problem and Change Management
• Managed critical incidents to avoid the impact and made sure the solution is added to the KEDB
• Responsible for making a decision on go or no go on changes and authorizing them
• Utilized ServiceNow tool for day to day Operation management
• Responsible for updating CIs, maintaining CMDB and improving the knowledge base
• Hired new engineers and responsible for their activities including coaching and training
• Managed small projects and successfully delivering them based on the milestones and deadlines
• Assisted complex projects with different towers and multiple vendors and multi task under pressure
• Served as the main point of contact for any outside IT Vendors
• Provided Document and training to Service desk and enhancing their knowledge base
• The only point of contact for DR situations and responsible for escalated issues 7x24x365
• Architected the Exchange online migration with vendor for over 30k mailboxes
• Implemented AAD Connect to sync data to Azure and ADFS Servers to provide single sign on
• Leaded the project of decommissioning Exch2003 and upgraded Exch2010 to SP3
• Delivered the project of upgrading Xenmbile 9 to 10 and configured MDM policies
• Managed iOS, Android and Windows devices and made sure they are compliance with company policies
• Patched and managed Servers utilizing IBM Big fix tool
• Made sure to be compliance with Government regulations related to utility Fossil/Nuclear sectors
• Governed Data and permissions to be aligned with SOX, ERM, FERC, NERC
• Managed IT security and enhancing the rules and filters against emails attacks, spoofing and phishing
• Improved Monitoring and alerting and automated tasks utilizing Splunk, PowerShell and other tools
• Experienced IT budgeting and forecasting and dealt with spending capitals and expenses
• Reported to Cross functional manager and Service Delivery manager

Sr. IT Specialist and Team Lead

Confidential, Alpharetta, GA

Responsibilities:

• Experienced in Leading IT solution for HealthCare, Law firm, Real estate, University and other industries
• Constantly communicated with customer to understand their needs to provide a best solution
• Leading a team of seven system-engineers, responsible for their daily activities and coaching them
• Provided KB and documents for Level 1&2 support and made sure they are up-to-date
• Used ConnectWise to audit tickets and use as knowledge base repository
• Responsible for operation and meeting SLAs
• Architected and designed Messaging and Communication, Backups and Virtual environment
• Managed transitioned Exchange to different versions of Exchange for small to mid-size companies
• Lead the Migrated Exchange to the Microsoft Office 365\Exchange Online
• Designed and implemented Microsoft Lync with High Availability
• Responsible for leading backups for each client and giving them recommendation to improve their backup
• Investigated and resolved complex problems escalated by 2nd level support
• Supported Active directory team in a daily basis and troubleshoot any related issues
• Performed server administration for approximately eight hundred servers
• Upgraded Vcenter & ESXi and performed live migration to reduce the downtime and impact
• Monitored applications with Veeam One, SCOM, Logic monitor
• Reporting to the VP of the company and made recommendation to construct improvements

Confidential

IT Consultant Lead

Responsibilities:

• Lead a team of four engineers to deliver the project and meet the deadline
• Communicated to the manager and my team to satisfy customer’s requirement
• Defined the target’s goals to create value
• Implemented Exchange 2010 to facilitate site/server resiliency and HA with CAS Array and DAG
• Performed transition from exchange 2007 to 2010
• Supervised on implementing Lync 2010 with HA by utilizing multiple Front End and Backend
• Installed and configured Windows 2012 Domain Controller and Active Directory
• Prepared Active Directory for migration and did a cleanup for the disabled and terminated users
• Troubleshot Active Directory, Network and Exchange issues
• Worked on ESXi and virtual environment on daily basis and assisted for data stores
• Responsible for creating new virtual machines, connecting them to the network

Confidential

System Engineer II - Alpharetta, GA

Responsibilities:

• Researched and planed on the migration to avoid the impact
• Prepared the environment for deploying Exchange 2010
• Setup the Exchange 2010 to meet the requirement for HA and site resiliency
• Set mailbox policy and quota based on the company policy and adjusted the retention policies
• Migrated mailboxes and supported users after migration
• Created and managed users, groups in the Active Directory and supported permissions and shared drives
• Assisted with Network and Outlook related issues
• Implemented the full lifecycle of an AD migration 2K3 to 2K8 and Exchange 2K3/2K7 to 2K10
• Performed Active directory migration and Exchange 2003/2007 to 2010
• Migrated mailboxes from Exchange 2003/2007 to 2010
• Performed Migration and Transition from Exchange 2003 to Exchange 2007
• Completed installation and configuration of Exchange 2007 CAS, HUB, MBX and mail gateway
• Experienced working with Active Directory, GPO, DNS, IP, DHCP and networking