Mohsin Uddin Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Markham, Ontario

• Assigned the responsibility to be a leader of the IT helpdesk to provide instruction, training, coaching, decision making, supervision and mentoring for all level one agents in support of the over 136,000 employees in more than 1000 franchise supermarkets and numerous different head office locations of the largest food retailer in Canada• Handle escalation requests from end users looking to speak to a supervisor and work diligently towards ensuring a prompt and speedy resolution for… Show more • Assigned the responsibility to be a leader of the IT helpdesk to provide instruction, training, coaching, decision making, supervision and mentoring for all level one agents in support of the over 136,000 employees in more than 1000 franchise supermarkets and numerous different head office locations of the largest food retailer in Canada• Handle escalation requests from end users looking to speak to a supervisor and work diligently towards ensuring a prompt and speedy resolution for their outstanding issue or concern• Review IT incident tickets created by team members for their calls to ensure the appropriate level of the quality of work required is being maintained at all times, and provide the corresponding coaching needed when necessary • Act as a liaison between Loblaw and IBM to implement new support processes and communicate ideas, questions, concerns and general dialogue between the two organizations Show less

Markham, Ontario

Data Security Administrator (Level 2 Support)• Analyzed and processed requests via the internal system of Wall Street firm Morgan Stanley Smith Barney to create, modify and administer the IDs of the employees of the company to grant them different access levels to various internal Morgan Stanley Smith Barney applications via a mainframe system• Administered the RACF IDs for the entire 60,000+ users in Morgan Stanley Smith Barney and adjusted the access levels for these RACF IDs… Show more Data Security Administrator (Level 2 Support)• Analyzed and processed requests via the internal system of Wall Street firm Morgan Stanley Smith Barney to create, modify and administer the IDs of the employees of the company to grant them different access levels to various internal Morgan Stanley Smith Barney applications via a mainframe system• Administered the RACF IDs for the entire 60,000+ users in Morgan Stanley Smith Barney and adjusted the access levels for these RACF IDs when necessary to various mainframe groups and applications needed for Financial Advisors to use their day to day programs for stock and bonds trading• Provided expert troubleshooting in resolving complex problems regarding access issues users may face that don’t have specific documented answers regarding applications such as IBM OnDemand, mainframe SQL dataset access issues, and internal Morgan Stanley Smith Barney programs used to buy and sell stocks and bonds for clients of financial advisors via email and phone• Provided prompt, efficient and courteous assistance to all of level 1 support whenever engaged with for any issue• Ran and created queries in a DB2 database Show less

Markham, Ontario

• Used Remote Software (Remote Desktop, Remote Office Assistant) to troubleshoot all software issues desktop/printer issues, and web java based application issues, and Windows XP/7 and 2008 server issues, and all MS Office issues remotely for users all through having an advanced understanding of Citrix• Installed, configured, tested, maintained, monitored, and provided troubleshooting to end-user workstations and related hardware and for internal Morgan Stanley specific… Show more • Used Remote Software (Remote Desktop, Remote Office Assistant) to troubleshoot all software issues desktop/printer issues, and web java based application issues, and Windows XP/7 and 2008 server issues, and all MS Office issues remotely for users all through having an advanced understanding of Citrix• Installed, configured, tested, maintained, monitored, and provided troubleshooting to end-user workstations and related hardware and for internal Morgan Stanley specific applications• Assessed the need for and implementing performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, CD-ROMs, etc.• Active directory administration, granting rights, group policies (add, change, delete) and creating policies, granting rights on global mailboxes and supporting different Microsoft exchange servers• Documented each issue of each call in a detailed and accurate manner in the internal IBM ticketing system for future reference and study Show less