Ijaz Bukhari, Msit, Pmp, Csm Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

• Meet SLAs and maintain KBs for the Help Desk and upload them to Jira/Confluence, and SharePoint.• Develop & implement new processes, document them, and address access/permissions issues in AD.• Collaborate with cross-functional teams and vendors as needed.• Monitor IT systems using tools like Remote Desktop Connection, Teams Viewer, and Bomgar.• Create & assign tasks in Jira and Smartsheet within the team.• Manage the lifecycle of IT devices using USU Asset Management tool, ensuring accurate inventory records & improved asset visibility for optimized utilization.• Develop & maintain a centralized repository for vendor contracts within USU, facilitating effective contract management and compliance monitoring.• Utilize USU to monitor software licenses, ensuring compliance with vendor agreements & optimizing license utilization to reduce costs.• Conduct quarterly audits of assets and licenses for compliance & inventory management.• Assign licenses for all supported applications and ensure that users are added to the appropriate application groups in Okta. As an Office 365 admin, I also manage the assignment of E3/E5 licenses.• Oversee Endpoint Manager and Azure AD, handling user management and escalated incidents in ServiceNow.Project Manager:• Managed the Windows 11 project, shipping 1,059 Lenovo devices to employees and coordinating the return of old Dell devices.• Utilized Microsoft Endpoint Manager/Intune to create departmental groups for device management and push updates.• Assisted users with Intune connectivity to ensure devices received updates.• Created 20 Dynamic Distribution Groups in PowerShell for streamlined communication using office attributes.• Established 48 new Business Unit Dynamic Distribution Groups in Exchange for enhanced message sharing using custom attributes.• Migrated 679 on-premises security groups and 165 distribution groups to the cloud.• Led the implementation of Zoom for VIPs.• Conducted demos for white gloves.

Remote

• I worked on Microsoft 365, Box, and Mural application as an admin, I was responsible for making decisions about workspace settings and managing users.• I worked on Mural, Box Drive, Box Edit, OneNote migration to SharePoint, InfoPath, Visio Standard, Visio Professional, 0365 downgrade/upgrade Related incidents in Snow/ServiceNow.• Met SLAs and develop/maintain Knowledge Base articles in ServiceNow.• Monitored Slack channels to answer Mural, Box, 0365, and VIP board related questions.• Developed and implemented new process and document it.• Excellent oral and written communication skills.• Handled access and permissions issues for users and assist internal customers with their tickets in Snow.• Migrated data/materials between workspaces and users.• We followed agile methodology to stay flexible and meet our expectations and during our Standup meetings, if there were any impediments, we brought them to Scrum Master's attention.• Created bot responses in Slack.• Gave demos on Mural and Box application.• Coordinated with cross-functional teams as with vendors if needed.• Monitored/ analyzed IT systems using network tools (SkyNet, CMU, RDP/Remote Desktop Connection, Remote Assistance, Bomgar)• Experience with desk-side support to include debugging PC issues and software installation through Chimera and Content Source.

Alpharetta, Georgia, United States

As a Queue Manager, my role was to monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.• Monitored queues to ensure SLAs are maintained.• Assigned the tickets which are out of scope to Service Desk/Other Teams. • Ensured associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.• Ensured proper assignment of tickets as well as facilitation of resource allocation based on workload.• Coordinated tickets that cross organizational boundaries to ensure customer satisfaction.• Prepared daily reports on Incidents/Change/Problem tickets and SLA status.• Prepared summary report on all Major incidents occurring on shift.• Shift handover to next QM, discusses with shift leader for taking action against bouncing tickets.• Coordinated resources with teams across disciplines to ensure SLA targets are met.

Alpharetta, Georgia, United States

As a Product Support Engineer, my role was to investigate and resolve critical system issues for Enterprise level Fortune 500 companies.• Guided customer through their Fiori Launchpad configuration for SAP S/4HANA On-Premise and SAP S/4HANA Cloud.• Assessed, planed & troubleshoot problems for SAP Fiori FLP in all environments (Dev, QA & Prod)• Resolved known errors by means of SAP Notes, KBAs and product documentation.• Documented new solutions and updated the Knowledge Base Articles (KBAs).• Met the SLAs and performed root cause analysis and provided solutions to customer incidents.• Assisted customers with assigned technical support issues that were reported via call, web and email.• Provided accurate analysis, troubleshooting and testing of technical issues.• Followed and maintained all standards for tracking and documenting issues throughout the lifecycle of a support case.• Demonstrated a complete understanding of the features and functions of assigned products.• Learned quickly and applied training knowledge effectively to customer engagements.• Worked in a fast-paced environment and delighted internal SAP and SAP Clients.• Managed multiple tasks worked in a team environment where build credible relationships with peers and clients.• Replied to customer inquiries & questions through BCP & conducted screen share sessions with customers to troubleshoot issues they encounter while using the product and provided KBA’s to help them resolve their problem. • Understood the SAP landscape by working with customer and vendors involved.

Alpharetta, Georgia, United States

I joined the Thrive program for SAP Ariba and SAP Fieldglass as their Ambassador. My role here was to support programs, since our mission was to nurture a culture that allows its people to thrive.• Helped to create events and programs for the Thrive Program and brought people together and addressed almost all categories from Employee Engagement, CSR, D&I, Appreciation, Community Networking and Health & Well Being allowing people to have very diverse experience.• List of activities we celebrated in 2019 were: Office Anniversary, International Women’s day, Employees Birthdays, Ping Pong Tournament, Cinco De Mayo, National Chocolate Ice Cream/National Donuts Day, Paint fest (Mural Painting for hospital), Halloween Party, Raise against Hunger, Thanksgiving Holiday Party, International Potluck.Skills: Event Planning, Volunteer, Strategic Planning, Public Speaking

Alpharetta, Georgia, United States

As an Enterprise Project Management/Project Coordinator, I was working under a PM to help with administrative tasks on a specific projects.• Provided a high-level project plan & documentation also worked under minimal supervision on various projects.• Ensured all team members have met what is needed to meet the deadlines and milestones set by the project manager.• Coordinated meetings through WebEx and developed a detailed project plan to monitor & track progress & performed all other required duties.• Organized projects with the goal of getting them completed on time and with in the budget.

Jefferson County, Georgia, United States

As a Business Operations Manager, my role was to maximize profits by driving marketing initiatives to optimize sales while ensuring of company assets.• Worked on Cloud-Based POS Software/Modisoft to better understand our clients to make important decisions.• I was responsible for making decision about workplace settings and managing users.• Provided professional and outstanding B2B and B2C service and oversaw inventory life cycle.• Maximized operating potential to exceed customers' expectations and company goals.• Solicited referrals from satisfied clients & delivered exceptional account service to strengthen customer loyalty.• Coordinated with vendors on fulfillment of new products and managed inventory and contact vendors to procure new products.• Managed a staff of 15+ employees and handled weekly payroll of $11,000.• Oversaw money handling, accounting and bank process.

Master'S Degree, Information Technology, 4.0 Gpa

Graduated from Kennesaw State University, Marietta GA, major in Information Technology. • Dean's Honors list (4 times)

Bachelor'S Degree, Information Technology

Graduated from Georgia Gwinnett College, Lawrenceville GA, major in Information Technology with a concentration in Enterprise System.

High School Diploma, 4.0 Gpa

High School Diploma, 4.0 Gpa

Msit

Msit