Mohsin U. Syed Email & Phone Number

Ajax, Ontario, Canada

Link between customer/seller for suspected and actual defects and the FC- Responsible for correcting defects found through customer or seller feedback- Hazmat process owners

Toronto, Canada Area

Managed daily production support, enhancement and application maintenance activities of Global Risk Technology (GRT) for Compliance & Regulatory, and Global Cash Management (GCM) systems. Efficiently identified and fulfilled customer requests. Trained, mentored, conducted Scrum and delegated daily support duties to 8 analysts. Generated data and reports on KPI and trends. Lead onboarding of new systems and processes for Global Wealth Risk Technology (GRWT). Spearhead interviewing and hiring for new staff and co-op students. Delegate and manage duties and initiatives to overnight vendor in India. Automated JIRA tickets creation process for various GWRT systems. Resulted in better allocation of tasks, removed conflicts among support analysts and resulted in reducing 20% operational cost. Provided director with timely updates on issues related to L2 incident management by integrating L2 escalation process in JIRA system. Increased client relationship satisfaction rating from 1 to 4 in a scale of 5. Ensured 100% coverage during nightly runs and during statutory holidays for every day of the year. Planned and coordinated major Business Continuity Plan / Disaster Recovery activities twice a year. Received Applause for Being my Best at presenting GRT Automated Source System Availability reporting module at town-hall meeting, which was telecast to Huston, New York and Toronto.

Greater Toronto Area, Canada

 Managed daily production support, enhancement and application maintenance activities of Global Risk Technology (GRT) for Compliance & Regulatory, and Global Cash Management (GCM) systems.  Efficiently identified and fulfilled customer requests.  Trained, mentored, conducted Scrum and delegated daily support duties to 8 to 12 analysts.  Generated data and reports on KPI and trends. Lead onboarding of new systems and processes for Global Wealth Risk Technology (GRWT).  Spearhead interviewing and hiring for new staff and co-op students. Delegate and manage duties and initiatives to overnight vendor in India. Automated JIRA tickets creation process for various GWRT systems. Resulted in better allocation of tasks, removed conflicts among support analysts and resulted in reducing 20% operational cost. Provided director with timely updates on issues related to L2 incident management by integrating L2 escalation process in JIRA system. Increased client relationship satisfaction rating from 1 to 4 in a scale of 5. Ensured 100% coverage during nightly runs and during statutory holidays for every day of the year. Managed relationships within ServiceNow when incident is caused by change or an issue when raised. Updated directors and stake holders on gaps and effective Incident Management and Governance process by ensuring root cause identification and permanent fixes implementation dates in a timely manner. Award: Received Applause for Being the Best for my presentation at the Town-hall meeting.

Toronto, Ontario, Canada

Supported day-to-day operations and automation for TEMA department on Microsoft tools, IBM Lotus Notes, SQL Server, PC-SAS, and HP Testing Suite platforms. Lead team of 5 developers and onsite / offsite vendors. Developed, tested, and reviewed multiple high-profile three tier web applications. Partnered with senior management to determine application requirements and scope. Prepared project plans, developed technical strategies, and created 3D documentation for new projects. Analyzed HPQC data and established quality control metrics and prepared regular reports for senior management. Administered presentations and educational sessions. Interviewed and hired co-op students. Eradicated QAT environment code control conflicts by implementing new Batch Scheduling System (BSS), which resulted in 80% increase in application testing and 60% increase in resources allocation. Provided support to 1500+ HPQC users by automating multiple quality control processes. Developed and Implemented many QAT applications with enhanced UI, custom security, and improved reporting facilities, applying Agile, Waterfall and Software Development Life Cycle (SDLC). Established change management process with the development lead and managed application change processes for future project phases and enhancements. Consulted with project stakeholders to identify requirements, document them and evaluate options for the delivery to meet business requirements.

Toronto, Ontario, Canada

Leveraged industry expertise to deliver lectures on operating systems, networking, hardware, databases, and programming languages. Participated in student performance reviews. Cultivated efficient conflict resolution among students regarding course and personal issues. Received an Excellence Award for exceptional leadership and contributions in the Computer Networking Program.

Toronto, Ontario, Canada

Responsible for converting legacy applications and systems into new hybrid systems. Performed hard disk capacity planning and servers purchasing decisions, collaborated with vendor on smart tools/software to increase productivity. Produced Project Charter, Document of Understanding and Commitment to Delivery documents on various projects. Managed and configured IBM servers. Optimized servers with RAID 5, failover, hot swap, DLT tape, dual NIC cards, external SCSI drives, Optical drives, Scanners, Printers and modems. Installed and configured IIS, DHCP, FTP, DNS, Active Directory, created different types of users and groups. Evaluated and selected vendors for different types of request for proposal.  Evaluated, analyzed and recommended new imaging equipment/tools (i.e. Fujitsu/Kodak Scanners, i7300 microfilm reader, Digital Archive Writer, Kofax Adrenaline imaging board, etc.). Designed/developed and deployed scanning, indexing and images releasing systems using Ascent Capture software (Used OCR, OMR, Patch code and Bar Code on documents/Batch classes for indexing purpose). Conducted Presentations & Training documents for new users and groups. Performed BAT (Business Acceptance Test), UAT (User Acceptance Test) and SAT (System Acceptance Test)Key Accomplishments: Converted more than 3 million Tiff images to 16mm microfilms, migrated more than 1 million records from Access to SQL Server 2000, converted proprietary nature database to Access. Designed, developed and implemented new hybrid system successfully, provided 100% data conversion to new system, maintained existing application service levels, effectively reused codes to increase productivity. Recognized for outstanding contribution towards development of hybrid system, received Award of Recognition and Bob’s Blue-Ribbon Award; received Special Achievement Award for Y2K.

M.C.A. (Microcomputer Analyst), Computer/Information Technology Administration And Management, A

MCA from Centennial College of Applied Arts and Technology. I showed constant dedication throughout my entire academic career.

Professional Micro Support Application, Computer Technology/Computer Systems Technology, B

Bachelor Of Commerce - Bcom, Business/Commerce, General, Passed Without Division