Rayed Qaqish Email & Phone Number

Mississauga, Ontario, Canada

• Engaged with stakeholders and business users to understand their solution needs. Identified, developed and implemented technology solutions focused on those needs.• Led technology projects within the business to support growth and new ways of working.• Helped increase the usage of existing technology tools.• Assisted in the day to day support of current and new technology.

• Manage, coach and mentor technical teams that support various modern and legacy tools. • Define and execute the tools strategy and road map for event management.• Champion for the organization’s awareness, understanding and adoption of standard tool sets.• Plan, organize and directs work to the monitoring operations team.

• Responsible to manage and deliver all Colleague Enablement projects concurrently. • Coordinate efforts with internal & external resources, navigate activities that span functions, organizations and regions. • Identify, manage and mitigate project risks while aligning results with organizational goals and within budget.

• Managed a team responsible for creating a strategy to support adoption of Microsoft products across the enterprise.• Developed and maintained a well-coordinated internal relationship with key decision makers and with the wider enterprise organization• Created and implemented a culture of innovation & continuous improvement/lean thinking within the team.• Managed projects for ensuring task deadlines for the Microsoft CoE team were met on time and within Budget. Kept all stakeholders updated on progress and milestones.• Worked directly with Microsoft to review and define Loblaw Companies Limited roadmap.• Conducted weekly 1 on 1 and team meetings to review processes, updates, identify areas of improvement and assisted team members with their career path.• Oversaw the recruitment and selection process, interviewed and effectively participated in the hiring and termination of employees.• Managed 3rd party resources supporting overall health of Office 365 support, System Center Configuration Manager (SCCM), Email & Mobile Device Management (AirWatch & Blackberry Enterprise Server).

• Worked with Organization Change Management teams to create a strategy to support adoption of Office 365 across the enterprise.• Ensured effective adoption and diffusion of technology solutions to provide and increase value to the users and business.• Engaged in project management and business analyst activities to support small-scale projects.• Overall ownership of design, development, delivery and management of communications for ongoing adoption strategies.• Provided input, document requirements and support the design and delivery of training programs.• Identified and resolved product gaps by working with colleagues globally.• Provided ongoing training & support to users/groups within the organization after product Go Live.• Integrated customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.• Conducted weekly 1 on 1 and team meetings to review processes, updates, identify areas of improvement and assisted team members with their career path.• Oversaw the recruitment and selection process, Interviewed and effectively participated in the hiring and termination of employees.• Manageed 3rd party resources supporting overall health of Office 365 support, Email & Mobile Device Management (AirWatch & Blackberry Enterprise Server).

• Developed and executed a migration, harmonization and standardization plan for the NOC (Network Operations Center) functions between Shoppers Drug Mart and Loblaw Companies Limited, and built a one NOC environment for support.• Ensured round the clock availability of all Loblaw Companies Limited Data Centers, Distribution Centers & Infrastructure.• Oversaw workload and provided staff supervision to ensure that work is done accurately, efficiently and complies with policies, procedures and standards• Led the daily Incident Review Committee to proactively resolve, trouble shoot and reduce the Mean Time to Recover (MTTR) for critical incidents. • Leveraged BMC Remedy & xMatters for project, incident, work orders and change management.• Managed department audit requirements for internal audits, system access audits and Data Center access.• Attended daily, weekly and monthly project status meetings to report on milestones, risks and deliverables.• Conducted weekly 1 on 1 and team meetings to review processes, updates, identify areas of improvement and assisted team members with their career path.• Oversaw the recruitment and selection process, Interviewed and effectively participated in the hiring and termination of employees.• Managed 3rd party resources supporting overall health of Batch processing (Maestro & AutoSys), Store and Corporate infrastructure.

• Ensuree round the clock availability of all computer hardware and software infrastructure. • Led, provided guidance, motivation and completed annual performance reviews for a high-performing team of 9 full time and 2 contract professionals charged with ensuring the 24/7 uptime of the Shoppers Drug Mart Data Centers and Distribution Centers.• Oversaw workload and provided staff supervision to ensure that work is done accurately, efficiently and complies with policies, procedures and standards• Led the daily Incident Review Committee to proactively resolved, trouble shoot and reduced the Mean Time to Recover (MTTR) for critical incidents. • Managed new systems installation, upgrades, rack, stack and cabling work for the Data Centers.• Leveraged BMC Remedy for project, incident, work orders and change management. Built custom reports for incidents and changes for the Computer Operations team. • Monitored and oversaw maintenance of the Data Center infrastructure including A/C, UPS system and diesel generators.• Managed department audit requirements for internal audits, system access audits and Data Center access.• Attended daily, weekly and monthly project status meetings to report on milestones, risks and deliverables.• Conducted biweekly staff meeting and coaching sessions.

• Managed Co-Op student hire and on boarding process. • Management of projects including developing project proposals, project plans, getting approval from senior management, executing and monitoring the delivery of projects, Installs, updates and outages.• Assisted with yearly budgeting plans and prepare CERF’s (Capital & Lease Expenditure Request Form) for purchases• Led and provided direction to 7 employees, locally and in remote locations.• Delivered regular performance evaluations for the team as well as monitored ticketing queue.• Participated in a 24x7 on-call roster• Provided escalated technical support & troubleshooting to all internal and external customers• Ensured all Team members SLA’s are met on time and within target• Assisted with all the Network & Systems Administrator duties as needed.

• Researched, tested and implemented various technologies and solutions• Participation on 24x7 on-call rotational roster• Administrstion of Windows 2003, 2008 & Linux Servers network, including File and Print servers.• Server administration included Active Directory, DNS, DFS, and DHCP and login scripts.• Domino, Lotus Notes, Citrix, VMware(ESX), EPO, Exchange and Blackberry Server administration, Symantec Backup Exec, WSUS, What’s Up Gold, SharePoint, WDS (RIS) Image Server• Avaya and Audix phone system administration.• Cable, hub, router, switch installation, troubleshooting network problems.• Hardware and software installations, repair, and upgrade to PC’s, Laptops and servers.• Software includes but is not limited to Microsoft Office including Visio, Lotus Notes, Outlook, AS400, VBScript, Visual Basic.• Developed and maintain an up-to-date pc and hardware inventory for all the Canadian offices.• Responsible for all mobile device setup and security (laptop encryption)

• Hardware and software installations, repair, and upgrade to PC’s, Laptops and servers.• Local and Remote desktop support• Cable, hub installation, troubleshooting network problems.• Software includes but is not limited to Microsoft Office including Visio, Lotus Notes, Outlook, AS400, VBScript, Visual Basic.

• Administered a 3000 user Windows 2000 Server network.• Server administration included Active Directory, DNS, and DHCP.• Cable, hub installation, troubleshooting network problems.• Hardware and software installations, repair, and upgrade to over 7000 school district computers PC’s, MAC and servers.• Setup workshops and provided instruction on new software to all administrators and staff, such as Norton anti-virus, Lotus Notes, AS400 Client Access, Terminal Services administration.• Installation and setup of servers with Windows NT, and Windows 2000 server.• Coordinated new laptop distribution and redistribution for Niagara Falls High School students and staff.• Coordinated operating system, software, and hardware upgrade for the entire school district.