Mahmoud Aman Email & Phone Number

Toronto, Ontario, Canada

Design and develop migration strategies and plans in alignment with organizational goals and IT requirements. This includes determining the scope of the migration, assessing risks, and establishing timelines.Work closely with various teams such as Senior Leadership, PMs, IT operations, SaaS, application development, security, infrastructure, support and business units to ensure smooth migration processes. Coordination involves scheduling downtime, communicating changes to stakeholders, and resolving conflicts that may arise during the migration.Lead the execution phase of the migration, which involves transferring data within collaborative platforms (Office 365, Google, Slack, Box, Dropbox, etc...), testing functionality, and ensuring minimal disruption to business operations.Identify potential risks associated with the migration and develop contingency plans to mitigate these risks. This includes data loss, system downtime, compatibility issues, data residency requirements and security vulnerabilities.Oversee quality assurance processes to ensure that the migrated systems meet performance, security, and reliability standards. This involves conducting thorough testing and validation before, during, and after the migration.Design, develop and maintain detailed documentation of the migration process, including configurations, procedures, and post-migration evaluations. This documentation serves as a reference for future migrations and for auditing purposes.Provide training and support to IT staff and end-users to familiarize them with the new systems and address any issues or concerns that may arise during or after the migration.

Toronto, Ontario, Canada

● Joined Maru at its inception to help build the Corporate IT team.● Created and documented all Help Desk processes and standards for ISO Certification:● SLA’s KPI’s (Incident Management / Service Requests / Change Management)● Asset Management, IT Procurement, Software Mgmt & Lifecycle, including deployment strategies: - Mobile Device Management - Onboarding and Off boarding of Staff - Hardware and Software Standardization of Policies & Procedures● Quarterly / Annual Review (SLA & KPI analytics monthly, quarterly and yearly reports to Board Members)● Assisted in creating/standardizing a synchronized hybrid environment of Active Directory / Office 365 / Azure and third-party applications to ensure consistency across all platforms and systems.● Managed a team of 8 across multiple time zones supporting North America, UK and South America.● Implemented multiple ITSM tools: - Email -> Zendesk / Zendesk -> Jira Service Desk / Jira Service Desk -> ManageEngine ServiceDesk Plus (cloud)● Conduct training and IT orientation for all staff.● Conduct quarterly and yearly conversations with vendors to discuss subscriptions, renewals and procurement (CDW, Microsoft, Adobe, Canon, LinkedIn, and more).● Manage a budget for all Helpdesk requirements.● Procure for IT in all regions (Canada, UK, South America). ● Managed Atlassian environment (Confluence and Jira).● Manage and support an environment consisting of: - Operating Systems (Windows 10 and MacOS) - VPN (Global Protect) - Mobile Devices (iOS and Android) - Windows Server (AWS)● Manage Asset Management and Software / Patch deployment using ManageEngine Desktop Central

● Lead a team of 8 across North America.● Outsource 1st and 2nd level after hours support to third party. Created triage process, service matrix,knowledge articles and hosted training sessions to team leads in Bangalore and Budapest.● Implement a cloud instance of Service-Now for incident management. Developed standards and process,designed interface, integrated AD and SCCM.● Assist with interviews and hiring IT Support staff.● Develop training manual for new IT Support staff.● Conduct performance reviews on junior members of the team.● Assist with quarterly audits to ensure we are SOX compliant.● Assist in standardizing end-user hardware and software.● Conduct vendor evaluations for various procurement projects.● Develop and implement more efficient policies, standards and procedures; such as, how workstations aredeployed, how we acquire approvals for requests, how user creations are handled, and many more.● Delegate and prioritize duties.● Manage staff scheduling.

Etobicoke, Ontario

Some duties include:- Support over 50 sites and approximately 2000 users across Canada.- Member of afterhours network support team and provide tier 2-3 end user technical supportfor hardware, software and network problems in a multi-platform environment, ensure thatissues are resolved within SLA guidelines.- Respond to issues alerted to our department via monitoring software.- Provide tier 2-3 support for escalated issues from the helpdesk using in house ticketing system(BMC); ensure that issues are resolved within SLA guidelines.- Manage and deploy applications using SCCM.- Primary Citrix administrator, manage applications (including AIE), printing and policies.- Extensive troubleshooting with Citrix Metaframe XP / Presentation Server / XenApp andPNAgent / XenApp Plugin.- As technical project lead, migrated applications from Citrix Metaframe XP (32bit) toPresentation Server (64bit).- As project lead, researched, documented, budgeted, tested, implemented and support BESand Blackberry devices.- As project lead, researched, documented, budgeted, tested, implemented (nationwide) andsupport Wyse Terminals (thin clients).- Assisted in implementing wireless networks throughout various sites across Canada.- Administer RSA remote access environment.- Work with developers and package / troubleshoot custom applications using Wise PackagingStudio then deploy via group policy.- Manage Active Directory Users and Groups and Group Policies.- Standardized and documented various procedures such as; user creation, moves anddisposition in Active Directory.- Performed procurement tasks related to IT across Canada.- Negotiated pricing of product with various vendors.- Managed software and hardware inventory.- Travel to various sites across Canada and perform site upgrades (network, servers, desktops).- Perform time sensitive tasks.

Worked as a Co-op student.Some duties include:- Maintained and serviced approximately 200 computers onsite.- Provided tier 1 end user service for technical support of hardware, software and networkproblems in a multi-platform environment across Canada.- Updated hardware platforms and imaged computers using Symantec Ghost and RISC.- Maintained hardware inventory.- Tested computing systems and identified then resolved problematic systems.- Performed daily operations which consisted of changing backup tapes, checking backup logsand ensuring backups were successful using Veritas, sending backup tapes offsite andperforming some server maintenance.- Standardized and documented student operations.Please contact me for full details.

-Assisted with preparing lighting, grip, camera equipment and product / people.-Maintained and upgraded computers in the studio.-Assisted with editing photos using various Adobe products.-Developed an earlier version of the website.

Education record

I.T.I.L, It Service Management

Education record