James Benjamin Email & Phone Number

Canada

Toronto, Canada Area

-Leading global delivery teams to manage enterprise applications for locations across North America, Europe and Asia.-Transform the client's IT operations to provide industry leading support for their end users. -Manage teams to provide technical support for Manufacturing, Supply Chain, Asset Management and Quality Control systems.- Expertise in distributed systems based on Microsoft Windows, Oracle Databases, Linux Red Hat, Citrix, Java, .net and IoT devices.-Consulting Expertise to understand client objectives and help in designing, testing, validation and implementation of regulatory compliant Systems such as GxP, SOX, etc.-Participated in Regulatory Audits for Quality systems across North America, Europe and Asia.-Enable long term support initiatives by leveraging AWS Services and VMware technologies to virtualize infrastructure and migrate applications to a private cloud.-Lead projects to increase IT resilience and Disaster Recovery capabilities of IT systems to enable Business Continuity based on client requirements.-Execute Continuous IT Services Improvement exercises to identify technology and process changes needed to improve end user support services.-Governance and Reporting to Senior Client Management on support and periodic compliance activities.-Mentor team to re-purpose knowledge acquired in technology and processes to other functional areas.-Managed Vendor Relationships with third party software and product vendors to provide defect resolution and IT systems support.

United States

-Manage the Support Services delivery for Logistics and Legal software applications support.-Managed third-party vendors to translate business requirements into technical specifications for Development, Testing and Implementation.-Engage Stakeholders to discuss business requirements to enhance and improve user experience for applications.

United States

-Manage Incident, Change and Problem Management functions for client’s Enterprise systems.-Drive continuous service improvement for SLA and define KPI targets for ITSM services -Maintain Standard Operating Procedures and hold training sessions for teams on new enhancements.-Hold Weekly and Monthly meetings with IT support groups and Senior Management to report on SLA metrics and KPIs

United States

-Lead a team of 10+ datacenter operators to provide 24/7 support for Datacenters New Jersey.-Respond to Audit requests to recover data from tape storage media.-Manage Patching schedules for all Windows Servers.-Manage hardware/software vendors (HP, DELL, EMC, IBM, etc.) to resolve issues.Perform environmental monitoring for all datacenter locations.

Bengaluru Area, India

Lead a team of technical analysts for the client Service Desk to provide 24/7 first level support.Responsibilities included managing day to day operations, high priority incidents and escalation management.Generated SLA reports for weekly client meetings and managed any client concerns with respect to service delivery.Participated in client audits both internal as well as external.

Bengaluru Area, India

Creating user accounts on Active Directory, AIX and AS/400 servers as well as custom client applicationsTroubleshooting and resolving Windows XP desktop and Outlook 2003 and Shared Printer issuesPerformed administration of the ITSM application Unicenter Service Plus Service Desk, performed backup and recovery of application and made configuration changes as per requirementsManaged the project transition to a new site by creating project documents for knowledge transition and selected qualified candidates to be recruited for the new team. Trained new team members and tracked their progress from inception to production.

M.S. Software Engineering, Information Technology

Bachelor Of Science, Computers