Osama Sheikh Email & Phone Number

Chicago, Illinois, United States

• Managed and optimized IT Operations, overseeing a team of 8 professionals, spread across different states and time zones.
• Ensured 24/7 system availability and performance, meeting or exceeding SLAs and KPIs, by creating reports and dashboards in ServiceNow.
• Implemented ITIL-based processes for incident management, problem management and service request management.
• Developed and executed strategies for capacity planning, disaster recovery, and business continuity.
• Collaborated with cross-functional teams to drive process improvements and operational efficiencies.
• Managed vendor relationships and SLAs to ensure quality service delivery.

Chicago, IL

• Managed internally developed and COTS Cloud Based applications in a 24x7 support environment, providing incident management and problem resolution
• Managed our ServiceNow instance as an admin
• Used Microsoft SSMS to manage multiple SQL Databases in several different environments such as Prod, Dev, UAT etc. Creating and managing Knowledge base articles to provide easy to understand, user friendly training.
• Worked with deployment and release management tools such as Microsoft VSTS
• Interfaced with departments, technical vendors, and personnel to solve problems
• Worked on an initiative to create tools using SharePoint, to better manage inventory and assets for Internal IT team

Chicago, IL

• Managed Servers and configured application configuration based on client requirements on Windows Server 2012
• Automated repetitive tasks using PowerShell scripting
• Troubleshoot server and application operational issues
• Experience in on-boarding and configuring applications for automated deployments in IBM tool uDeploy
• Interfaced with departments, technical vendors, and personnel to solve problems
• Assisted in the development of training initiatives and various forms of stakeholder engagement activities in order to provide first level end users support on HP product suite

Chicago, IL

 Experience in Database Administration for very large and complex databases in SQL Server 2012, SQL Server 2008 R2, 2008. Expertise in Database/ Application Administration on Production Servers with server configuration, performance tuning and maintenance with outstanding troubleshooting capabilities. Worked extensively on Clustering and server.

Denver, CO

 24x7 incident management and problem resolution, including the coordination across IT teams to resolve and contribute to continuous improvement Involved in planning and implementation of software release and upgrade projects, including daily scrum calls and project update meetings. Responsible for delivering Operations requirements as part of the SDLC.