Hammad Javed Email & Phone Number

Mississauga, Ontario, Canada

· Oversee technical support’s investigation on customer issues and escalate with internal product development teams as needed to resolve product issues· Create or update documentation on product knowledge and processes· Deliver training to large audiences, on site or via remote sessions· Conduct calls with business such as how mobility is used by their business and their future strategy for mobility· Create or update documentation related to assigned enterprise customers such as business profiles, QBRs and change management docs· Provide consultancy and guidance on a pre-scheduled basis in collaboration with the customer or Support team.· Act as a point of escalation and advocate for assigned enterprise customers.· Work with MS SQL (scripting & administration).

Etobicoke

• Provide support to onsite and remote employees for systems like Exchange, Office applications, laptops, printers, and other hardware.• Point person for Office 365 mailbox migrations and management of SharePoint and Teams.• Manage and resolve tickets though Zendesk to ensure user support requests are resolved in a timely fashion.• Participate in all aspects of IT department infrastructure operations such as network communications, PCs, servers, printers, telecom/VOIP, etc.• Manage on boarding and off boarding for new and existing employees using tools like Active Directory.• Administer Exchange Server and perform tasks including but not limited to creating new mailbox, managing mailbox quota, managing user permissions to shared mailboxes, distribution lists etc.• Migrate user mailboxes from Exchange (on-premises to Office 365).• Administer and troubleshoot compliance and security in Office 365.• Troubleshooting MS Exchange 2010/13, Office 365 (Exchange Online) and Exchange Hybrid.• Manage VOIP phones using Cisco Unified Communications Manager and Cisco Unity. Prepare and setup workstations for new users.• Deployment of Microsoft OS and Microsoft software packages, asset collection and management.• Troubleshoot Hardware issues with laptop, printers, cell phones and contact the vendors for maintenance if needed.• Manage Company wide Mobility contract/Bell Portal for all hardware.• Dealing with Vendors for hardware negotiations and processing Purchase orders through SAP.• Lead major projects including but not limited to push for remote access for 700 + employees.• Lead and handled major Company acquisitions and assisted with Hardware & Network Migrations.• Handled all IT procurement from multiple Vendors while working with Departmental budgets.

Mississauga

• Utilize Hitachi tools to deploy system upgrades, services and applications. • Provide support on Mobile device management (MDM) - ActiveSync, XenMobile. • Provide administration, maintenance, optimization, release management and technical support for clients in the production environments.• Triaging of Incidents, Service Requests and escalations to appropriate groups/departments to troubleshoot and resolve any issues corresponding with Citrix, EPR & SCCM • Assist clients with networking issue such as troubleshooting and configuring CISCO VPN and RSA application on their devices. • Participate in the development of Knowledge based articles to be used by the organization to solve any current and future issues. • Exercise independent judgment within generally defined policies and practices to identify and select a solution.

Mississauga, Ontario, Canada

• Creating new Users, personal drives and granting access to Shared drives within AD for the UHN & CCAC environment. • Creating new exchange accounts, granting access to shared/generic mailboxes, change exchange subscriptions, create DLs, create contacts and meeting rooms within Cloud Control. • Creating RSA/ACS accounts, assigning soft tokens configured for specific devices, distributing tokens according to setup and successfully connecting the User through VPN. • Working with multiple teams handling lync, lync phone integration, hardware and software depending on requirements on a per User basis. • Remoting into Corporate Devices using Remote Control Viewer and Team Viewer for personal Devices as needed for troubleshooting.• Keeping communication consistent with Admin teams in UHN & CCAC for maximum productivity. • Meeting all SLAs per request recieved as per company policy and Client satisfaction.

Mississauga

•Handling inbound calls from various clients•Record, track, and document the help desk request problem-solving process•Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.•Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.•Perform hands-on fixes at the desktop level, including installing and upgrading software, configuring systems and applications.•Perform post-resolution follow-ups to help requests.•Perform related duties consistent with the scope and intent of the position.

Mississauga

• Lead and coach cross functional teams (Logistics, Human Resource, Asset Protection, Electronics, Business partners etc.) to ensure service standards are upheld. • Collaborate with vendors and supply chain to advice on growth opportunities unique to the region.• Utilize Workforce Management to ensuring staffing needs are met.• Utilize Reward & Recognition and Target’s FFF (Fun, Fast & Friendly) program to drive positive team culture and to reward positive results.• Implement corporate policy changes update pricing, prepare communications and conduct staff meetings ensuring staff is educated and applying new policies and procedures. • Prioritizing organizational goals and objectives while leveraging organizational resources in order to achieve and maintain performance goals.• Actively participating in identifying key products and shelf life, ensuring sufficient inventory levels are available to meet customer needs.• Conduct work reviews identifying key successes and weaknesses and providing training and coaching to overcome weakness.• Train and coach team members on service and all product presentation guidelines. • Prepared and delivered training sessions on product presentation guidelines.• Lead a team of employee to ensure non-carry forward merchandise is removed in a timely manner and ensure that all merchandise is discarded appropriately. • Actively participate in policy review committee to identify areas of weakness impacting profit such as theft and fraud and make recommendations to improve efficiency.

Mississauga

• Utilized One-on-one teach back approach to train team members on FedEx office daily tasks and procedures.• Lead the recognition and achievement program to identify consistency, willingness to learn and hard work within the team. • Manage administer and prepare weekly expenditure reports to ensure costs are within budget.• Interpret weekly OTP (Order to Pay) sales and reports to senior management to high light key success and risk factors. • Lead and coach team to provide best customer service by gathering and understanding clients needs, providing pricing information, suggesting the best products or services and completing the order accurately and in a timely manner.• Successfully met tight deadlines and delivered exceptional results, meeting or exceeding service level agreements.• Utilized excellent communication and interpersonal skills to build a rapport with clients in order to maintain and retain a loyal customer base.• Utilize computers to research, retrieve, gather and complete customer’s online ordering forms. • Utilize problem solving and analytical skills when communicating with potential customers, probing for information, assessing client needs and recommending appropriate products that fit each customer’s needs.

North York

• Handling inbound calls for Rogers Wireless customers • Provide customer service, including anticipating customer needs, suggesting alternatives and problem solving • Performs multiple tasks at the same time and utilize computer systems with efficiency • Convert interested callers into new customers through consultative up selling of any and all consumer products that the client offers • Provided an outstanding customer experience through the delivery of excellent call quality and adherence to business rules and processes • Awarded Employee of the month Award for outstanding Customer Service

Education record

Education record