Mohammed Azaruddin Shahul Hameed
Plano,TX
Summary
A result oriented professional with over 18 years of experience in the Information Technology. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
1
1
Certification
Work History
Test Environment Manager
PepsiCo
- Business Information Solutions (BIS) is the internal IT unit of PepsiCo, North America
- BIS manages all Infrastructure - both Production and non-Production
- The Enterprise Test Center a division of BIS is responsible for: Managing all non-Production servers and environments Providing testing services – both Infrastructure & Application - for a portfolio spread across multiple business units in PepsiCo.
Project Lead
PepsiCo FLNA Test Environment Management
- Ensure consistency across Environment/DVT/ORT towers from delivery, to planning and strategy Delivery escalation point for Environment/DVT/ORT Tower leads Manage and own the environment plan to meet the demands of the delivery of various projects Approve NonProd changes and site reservations in Test Environment by controlled change management process.
Project Lead
Network & System Services (Cognizant Internal)
- NSS-GSD started providing technical helpdesk support for Cognizant users (offshore & onsite) from June 2004
- Currently we have team members working out of Coimbatore, Chennai and Bangalore locations
- The NSS-GSD functions as a single-point of-contact (SPOC) and is the first line of technical support for all Cognizant associates, worldwide
- NSS - GSD provides 24x7 technical support remotely to the Cognizant user base spanning the entire business community that uses IT.
Project Lead
Network & System Services (Cognizant Internal)
- NSS-GSD started providing technical helpdesk support for Cognizant users (offshore & onsite) from June 2004
- Currently we have team members working out of Coimbatore, Chennai and Bangalore locations
- The NSS-GSD functions as a single-point of-contact (SPOC) and is the first line of technical support for all Cognizant associates, worldwide
- NSS - GSD provides 24x7 technical support remotely to the Cognizant user base spanning the entire business community that uses IT.
SME (L2)
Network & System Services (Cognizant Internal)
- NSS-NSD is an internal centralized, single point of contact for all the Network related issues supports Cognizant employees across the globe
- Issues related to Data, Voice and Video related issues are supported.
L1
Network & System Services
- Provide first level support to the calls and tickets handled Resolve the issues within the specified SLA’s Managing Active Directory users and Groups Set Mailbox size, Attachment size, Movement of Mailbox, Objects
Technical Support Engineer
Hewlett Packard Globalsoft Limited
- 24/7 Inbound technical helpdesk supports North America region consumers on HP desktops and laptops.
Education
Bachelor Of Commerce - (BCOM) -
Shri Nehru Maha Vidhyalaya College of Arts & Science
01.2005
Skills
- Project Management
- Incident, Request Fulfillment, Release, Change & Problem Management
- Analytical Skills (Reporting & Data Analysis)
- Risk Management
- People Management
- Critical Situation Management
- Customer Relationship Management
- Windows Administrator
- Networking
- Active Directory & MS Exchange
- Cost Control
- Key Performance Indicators
Certification
- APMG, ITIL V3 Foundation, 2009
- Cognizant, Six Sigma Green Belt, 2014
- HDI, HDI Support Center Manager, 2014
- APMG, ITIL 2011 Service Operations - Intermediate, 2015
- Microsoft, AZ-900 Microsoft Azure Fundamentals, 2022
- Deeply Practical Project Management, Practical Project Manager (PPM), 2022
Previous Employer
Hewlett Packard Globalsoft Limited, Technical Support Engineer, 01/09/2006, 01/23/2009, Hewlett-Packard (HP) an American global technology company headquartered in Palo Alto, California. It developed and provided a wide variety of hardware components as well as software and related services to consumers, small- and medium-sized businesses (SMBs) and large enterprises, including customers in the government, health and education sectors., Work from a standard protocol, utilizing a documented process to respond to customer issues all over the US for HP Desktops & Laptops, Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems, Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues, Respond to service, product, technical and customer relations questions on subjects such as features, specifications and repairs on current and discontinued products, parts and options based on customer entitlement, Suggest improvements and upgrades to hardware and software, Collaborate across teams to resolve issues, Mentor new hires in the team and provide feedback
Projects
PepsiCo, Test Environment Manager, 08/2014, 02/2024, Business Information Solutions (BIS) is the internal IT unit of PepsiCo, North America. BIS manages all Infrastructure - both Production and non-Production. The Enterprise Test Center a division of BIS is responsible for:
Managing all non-Production servers and environments
Providing testing services – both Infrastructure & Application - for a portfolio spread across multiple business units in PepsiCo., Participate in business requirements meeting and analyze and define a strategy to build infrastructure and applications within on-premise and cloud environment., Define and implement operational metrics, policies and procedures to ensure the environment is healthy. Define operational governance model and metrics., Define, analyze and implement strategy for application, infra, database, backup and restore, network monitoring, application monitoring, database and infra OS monitoring., Use Cognizant’s TEMS Maturity model tool to analyze the operational gaps in the environment to identify gaps to provide recommendations. Plan and implement the recommendations., Plan and coordinate with stakeholders across different teams to implement the industry standard best practices in the environments., Capacity planning – analyze the network, applications and infrastructure usage and drive to implement the recommendations to optimize the environment usage and availability., Manage the inventory of devices in the PreProd lab, build, configure and troubleshoot the peripheral and other devices not limited to handheld, forklift, label printers, light bars and scale units, Manage environment reservations and usage using Plutora tool. Define and implement change control board for nonprod environment., Perform monthly brown bag training sessions for the users and other stakeholders on release and change management process., Closely work with teams to identify the objects, services for Application monitoring and configure, implement proactive monitoring and report on availability and performance of the applications and infrastructure components in the environments, Coordinate with infrastructure, project teams and other stakeholders to perform quarterly data refresh and keep the data in sync with the production environment., Manage and own the environment plan to meet the demands of the delivery of various projects, Approve PreProd changes and site reservations in Test Environment by controlled change management process. PepsiCo FLNA Test Environment Management, Project Lead, 08/2014, 11/2019, Ensure consistency across Environment/DVT/ORT towers from delivery, to planning and strategy, Delivery escalation point for Environment/DVT/ORT Tower leads, Manage and own the environment plan to meet the demands of the delivery of various projects, Approve NonProd changes and site reservations in Test Environment by controlled change management process., Ensure daily, weekly and monthly governance across various towers, Alignment with onshore and offshore leads on delivery, priorities, and best practices, Drive service transformation and Kaizen process across various towers, Engage in strategic discussions with the customer on their larger goals and objectives, Review the statement of work prepared by the project leads and provide corrections, enable the team (through training recommendations, hiring, goal setting, appraisal etc.) to deliver the projects on time, Train and supervise team, set goals and report on problem status and staff performance, Work with Operation Maturity, Centers of Excellence, and Delivery Assurance Group teams and comply the project against defined processes and procedures, Responsible for Service levels and service improvement plan, Performance Management (appraisal) – Documentation of the same to be done based on Performance of Individuals, Introduce new scopes acquired by the process to the team and responsible for Knowledge sharing across the team via Team meetings, email communication and other knowledge sharing channels, also responsible for knowledge transfer from the Client, Held responsible for maintenance of knowledge bases and creating awareness among the team about new solutions for recurring issues, Building new environments, Re-purposing and Decommissioning existing environments, Support installation, configuration and troubleshooting of Supply chain applications, Release Management of Applications in Test Environment, To ensure operating systems, hardware models, applications, GPOs, peripherals, etc. meet the minimum requirements presented to the ETC, Install, test and validate the periodic patch groups prior to production rollout on Physical & VM Servers (Windows Server 2008/2008 R2, Win server2012, Linux), Responsible for rebuild/reimage process for Lab Servers, VM Servers, Desktops, Laptops and Tablets, Responsible to co-ordinate with PepsiCo application development teams & Desktop engineering teams to discuss the testing requirements, Responsible for Risk Management and Critical Situation Management Network & System Services (Cognizant Internal), Project Lead, 11/2010, Present, Handled a 20 - member L2 Team, held responsible for technical assistance, quality and performance of each team member, Work with Operation Maturity, Centers of Excellence, and Delivery Assurance Group teams and comply the project against defined processes and procedures, Coordinate with Remedy team for changes and improvement. Incident and Service request reduction to be driven., Surprise Process Audits on Voice calls, Emails and Ticket to verify the process compliance, CSAT and DSAT analysis and improvement, Providing technical solutions in IT infrastructure Services for our client. Includes: L1-L3 support for Windows desktop administration & Networking, Training the new members in the team with a structured induction program, Review the respective shift service levels and act up on it and share the finding with necessary teams, Coordinate the escalations pertaining to other support teams (NSS / FMS / GIS / ESA), Handle the escalations and complaints raised against NSS-GSD, involve all concerned and close it as quickly as possible, Continuous Improvement on service levels and customer satisfaction. Also adhering to the Kaizen/ Transformation/Six Sigma, Performance Management (1X1) – Have regular feedbacks. Documentation of the same to be done based on Performance of Individuals, Responsible for Service levels & service improvement plan, Critical Situation Management Team, Critsit team will own all communications with respect to Critical Situation Management 24 7 365 days, The team will comprise of 1 Lead who will be the primary POC and 6 members will act as fallbacks, Overview of the activities performed during Critical Situation Management:, Responsible for sending all Incident notifications as per agreed process, Chair bridge calls for effective coordination, incident resolution, service restoration, Real Time & continuous follow-up with global support teams for incident resolution, Follow the global Service Restoration Management Process, Ensure Incident Timeline Report is created immediately after resolution, Manage and coordinate activities during overall ticket life cycle, Contribution to ongoing process & operational improvements, Ensure that major Incident meets the Critical Incident criteria, Ensure that Mail communication is sent to Cognizant Global, Ensure the bridge call is initiated with Critical teams, Control the escalation and involve appropriate individuals/teams as required to speed up the resolution, Ensure timely and accurate information is being sent until the incident is resolved, Handle any escalations during the incident, Provide proper handover to incoming critical incident manager, Coordinate RCA review with all stake holders, Ensure Major Incident Report is prepared within 24 Hours of resolution of incident & share it with stakeholders, Ensure Major Incident RCA is prepared and shared with the stakeholders in 48 hours Network & System Services (Cognizant Internal), SME (L2), 08/2009, 11/2010, Handled a 20-member team, held responsible for technical assistance, quality and performance of each team member, Trained the team members on troubleshooting the Network related issues. Evaluate quality for each team member and share feedback on a weekly basis to improve the individual’s performance, Introduce new scopes acquired by the process to the team and responsible for Knowledge sharing across the team via Team meetings, email communication and other knowledge sharing channels, also responsible for knowledge transfer from the Client, Held responsible for maintenance of knowledge bases and creating awareness among the team about new solutions for recurring issues, Co-ordinate with support teams to gather RCA of issues for Major incidents and CRITSIT., Co-ordinate with Problem Management Team to permanently fix the known errors, thereby reducing the volume of tickets logged, Working with Operation Maturity, Centers of Excellence, and Delivery Assurance Group teams and ensure the project against defined processes and procedures, Responsible for Service levels and Service improvement plans Network & System Services, L1, 01/2009, 08/2009, Provide first level support to the calls and tickets handled, Resolve the issues within the specified SLA’s, Managing Active Directory users and Groups, Set Mailbox size, Attachment size, Movement of Mailbox, Objects, Create Mailbox, provide access rights, Managing Groups (Creation, Setting Restriction, Deletion), Remote Desktop Troubleshooting using DameWare, Install/Un-install software’s, Troubleshooting Outlook/Ms Office/OCS/Lotus Notes/third Party application issues, Intranet/Internet issues, Creating/Scheduling WebEx, LiveMeeting, Creating ids using Tivoli Identity Manager, Troubleshooting Laptop, VPN client, Wireless, Blackberry and virus issues
Timeline
Test Environment Manager
PepsiCo
Project Lead
PepsiCo FLNA Test Environment Management
Project Lead
Network & System Services (Cognizant Internal)
Project Lead
Network & System Services (Cognizant Internal)
SME (L2)
Network & System Services (Cognizant Internal)
L1
Network & System Services
Technical Support Engineer
Hewlett Packard Globalsoft Limited
Bachelor Of Commerce - (BCOM) -
Shri Nehru Maha Vidhyalaya College of Arts & Science