Hamid Taha Email & Phone Number

Birmingham, England, United Kingdom

• Led a team of operation analysts across shifts, ensuring seamless operation of monitoring devices, software, and customer services.
• Proactively monitored customer services and infrastructure using advanced monitoring tools such as SolarWinds, Zenoss, Halcyon, and Logic Monitor to ensure optimal performance and availability.
• Utilized ServiceNow for ticketing, efficiently managing and resolving incidents related to hardware, software, application links, networks, services, Windows, AS400 systems, backups, SAN servers, tape libraries.
• Acted as the first and second line of contact for customers and internal teams, addressing and resolving issues when possible, and escalating complex incidents to specialized resolver teams.
• Document support processes and resolutions, contributing to a knowledge base that improved team efficiency and problem-solving capabilities.
• Managed user creation and changes, overseeing credentials and access management for various systems, including AD and Azure AD.

Birmingham, England, United Kingdom

• Manage daily operations of IBM i systems, including checking or submitting backups and jobs.
• Streamline hardware procurement processes by Collaborating with 3rd parties and Datacentres and managing their accesses and part needs.
• Oversee the monitoring of infrastructure, applications, and network performance, ensuring optimal functionality.
• End user enterprise operations center support using ServiceNow ticketing systems.
• Direct the response efforts during incidents, coordinating with technical teams to resolve issues promptly.

Tehran, Tehran Province, Iran

• Led a help desk team, providing 2nd and 3rd line support to resolve hardware, software, and user issues, ensuring timely and effective solutions.
• Managed Active Directory, including user accounts and permissions. Developed and optimized Group Policies to enhance security and compliance.
• Maintained an accurate IT asset inventory, ensuring all hardware and software resources were available and efficiently allocated.
• Managed Horizon VDI, including the creation of master VMs and the assignment of virtual desktops, ensuring seamless user experiences.
• Administered ESXi hosts, vCenter, and VMs, ensuring high availability and performance of the virtual environment.
• Ensured all IT operations adhered to ITIL and ISMS standards, promoting best practices in service management and security.

Tehran, Tehran Province, Iran

• Provided 1st and 2nd line technical support in a dynamic IT environment, resolving network, hardware, and software issues efficiently to minimize service disruptions.
• Configured and maintained Cisco switches, ensuring network infrastructure was secure, reliable, and highly available.

Master Of Science (M.S.), E-Commerce/Electronic Commerce

Bachelor Of Science (B.S.), Computer Software Engineering