Omar Bakshi Email & Phone Number

Mississauga, Ontario, Canada

Mississauga, Ontario, Canada

• Collaborated with the Project Manager to plan, configure and conduct rollout planning, as well as testing to successfully release projects; reinforced Change and Release management processes within the IT department to facilitate improvement in the process and overall performance• Portrayed effective interpersonal and leadership skills, and team-building capabilities while working in tandem with team members to find and implement creative solutions and communicating to them alterations in the release management process• Facilitated workshops to promote Change Management initiatives throughout the IT organization• Assisted Software Developers in implementing source code management for PowerBuilder system to expedite deployment of bug fixes into production which improved release management processes• Was instrumental in making GIT as the standard source code repository across the organization• Designed workflow standards for each software team to integrate with the organization's standard release management system• Was involved in strategizing branching/merging mechanisms that ensured seamless integration between developers, testers and technical heads• Enforced correct use of Normal, Standard and Emergency Change Management procedures to precisely assess types of changes and adherence to company policy• Tracked bug fixes and projects status on Jira• Initiated collaboration with the support desk and project manager to track defects in a post-project release, then ensured meticulous documentation before closing change request• Conducted SCM/Release-Management training for new recruits within the department• Introduced and enforced the best practices in Change Management processes and facilitated the efficient execution of changes by introducing Emergency CAB approval• Introduced Release Management calendar for better visibility and regulate releases

• Provided additional support to the operations team by ensuring they were carrying out their daily tasks and preparing reports, resulting in production efficiency in the department. • Supervised a technician team of 18 and facilitated their improved performance by effectively mentoring and leading them.• Portrayed outstanding organization skills and attention to detail in analyzing and implementing the new help desk department. • Ensured the help desk department’s unhindered compliance with policies and regular documentation of recurring issues.• Helped staff build knowledge base through coaching, providing performance feedback and establishing performance development plans• Identified operational issues and process improvements and implemented strategies to improve performance• Monitored departments and teamwork productivity reports. Implemented changes to continually improve work productivity of my team• Demonstrated proficiency in resolving issues including technical glitches, billing discrepancies, and other similar issues.• Recognized for precisely understanding customer needs and suggesting appropriate solutions catered to each customer’s requirements. • Provided exceptional support to team members and irate customers and received recognition from the Director.• Facilitated customer loyalty and forged long term customer relationships by interacting with them and promoting the superiority of the brand over its competitors.