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 documents• 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• Performed system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes using tools such as AlertSite (Web monitoring), SCOM (windows native monitoring tool) and analyzing data using SquaredUP dashboards• Experienced in Disaster Recovery Planning and actively participating in BCP tests• Participated in project planning, implementation and documentation• Created and maintained accurate documentation

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 consolidation. Troubleshooting production issues and raising high availability. Experience in Disaster Recovery Planning and Security Management operations. Web Server Administration/Application support - IIS 5.0 / IIS 6.0 and IIS 7.0 ,7.5 Handling all the aspects of IIS administration tasks such as day-to-day site monitoring and maintenance, Installation, Configuration, Deploying Applications, Troubleshooting, Performance Tuning and Maintenance  Good understanding of SSL Certificates and management. Server Hardening according to compliance levels & standards, working with project teams, Global Network Operations Engineers and the Technical Support group implementing new systems as required. Supporting SDLC projects through Infrastructure Levels. Compliance with Change Control Processes and adherence to standards and documentation. Responsible for reporting any (known or suspected) breach in information security or policies to the Global Information Security Office. Worked closely with Project Manager and worked in different phases of project management processes and defined project scope, planning & design, execution & construction, monitoring and controlling systems. Worked closely with product stakeholders, IT Architecture and monitor IT trends in retail industry to make ideal recommendations to develop product roadmap.

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, such as run books, monitoring, backup and DR testing. Managed application support team and application administrators (Retail Pro v8, v9), provided 24x7 support, on call support. Worked with development team and DBA for application performance, tuning and availability of environment lifecycle. Worked with BA and project manager to provide high available application solution and implementation. Involved in topology planning, installation and configuration of Windows 2003/2008/2012, Oracle 10g/11gR2 in Windows platform, Retail Pro application environment Responsible for periodic disaster recovery planning, testing and execution Working with Networks, static IP address set up and setting up port forwarding Installing and maintaining peripherals including printers, scanners, and other point of sale related peripherals.  Working with oracle- installation, backup and recovery processes