Umer Azhar Email & Phone Number

• Took full ownership of project from start to finish.
• Wrote reliable, maintainable, reusable and modular code in JavaScript, React, Node and Express.
• Actively participated in weekly stand-ups, to discuss tickets and raise concerns related to security and performance.
• Prioritized tasks to prevent project blocks.
• Performed code reviews, mentored and helped team members.

• Providing Tier 1 end user support to all clusters and departments of Government of Ontario, with 60,000+ work force
• Proposed a secure self-service password reset portal for company supported applications ICON and ONBIS using Smart Brain as a template, resulted in reduction of password reset calls by 80%
• Maintaining a 99%+ satisfaction rate based on customer surveys and consistently logging and monitoring ticket status to ensure fast, quality resolution of every issue
• Using technical, analytical and communication skills to accurately identify user needs and provide effective solutions
• Supporting LCS and CRS for Service Ontario

Toronto, Ontario, Canada

• Provided Tier 2 end user support to all clusters and departments of Government of Ontario, with a 60,000+ work force.
• Supported, installed and troubleshooted software, workstations, laptops, mobile phones, and printers
• Provided remote support for 99% of the tickets during COVID – 19 global pandemic
• Assisted service desk with calls and ticket creation during peak hours

• Represented the Business Technology department at LoyaltyOne’s first expo, receiving recognition from the department head, manager and team
• Worked with the project team to prepare and test Windows 10 image using Microsoft’s System Center Configuration Manager – SCCM
• Automated new hire equipment onboarding process as well as laptop upgrades process using PowerShell and VBScript, eliminating the need for a Desktop Service Representative to set up the equipment for the user
• Presented my script and outlined how PowerShell and VBScript can reduce processing time for certain tickets and automatically resolve other windows support tickets, in a lightning talk – a bi-weekly event
• Participated in the large-scale deployment of Microsoft Windows 10 to all end users
• Worked with the project team to enroll JAMF into LoyaltyOne’s environment for Mac deployment and support

Toronto, Canada Area

Bachelor Of Arts - Ba (Honours), Information Technology, 7.88 Gpa

Activities and Societies: Volunteer at Career Centre Graduated with distinction - Magna Cum Laude Member of prestigious Golden Key.

Education record