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, defined jobs, and subsystems.• 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.• Administered token management for RSA and SafeNet, ensuring secure access for users across platforms.

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.• Provided training to IT and non-IT users, created detailed documentation, and updated the IT knowledge base to enhance operational efficiency.• Played a key role in developing disaster recovery and business continuity plans• Contributed to the implementation of security measures aligned with ISO 27001 standards, strengthening the organization’s overall security framework.

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