Hajiali Shaik

Achieved a 30% increase in first contact resolution rates through implementation of an advanced IT service desk, vastly improving user experience. Drove a proactive IT service management approach that resulted in a 20% drop in critical incidents and strengthened system stability. Established an effective service delivery framework and performance measurement system by developing IT service level agreements (SLAs) and key performance indicators (KPIs). Executed a seamless SCCM environment migration that maintained zero downtime and facilitated a smooth transition for users. Introduced a comprehensive IT service catalog that improved transparency in service delivery and enhanced user satisfaction by 20%. Secured a 10% reduction in IT service costs through adept vendor management and successful contract negotiations.

Delivered comprehensive weekly metrics reporting to management, streamlining staff status report collection. Achieved improvements in established service delivery SLAs through proactive meetings. Created and maintained all lifecycle aspects of the IT service catalog, driving operational efficiency. Drove a culture of continuous improvement by identifying key projects and initiatives, securing customer or senior leadership engagement, and executing deliverables. Engineered the architecting and delivery of end-to-end automated solutions, including technical implementation of ITSM and ITIL processes, workflow customization, ticketing process automation, report development, and dashboard creation. Supported large-scale web applications and infrastructure as a technical incident manager, operations manager, or site reliability engineer, enhancing operational reliability. Effectively resolved challenging situations both internally and externally, contributing to a positive work environment. Maintained a strong knowledge of Microsoft and Linux-based operating systems, ensuring technical proficiency.

Achieved delivery of KPIs for active ITSM processes, driving organizational efficiency. Demonstrated strong expertise in ITIL V3 service management best practices, focusing on incident and change management. Executed development and deployment of ITSM processes in medium to large-scale environments, enhancing operational performance. Engaged effectively with IT and business leadership to promote unified service delivery. Identified best practices and integration opportunities while remaining informed about competitive market dynamics. Optimized service desk functionality to manage incidents and requests, ensuring timely customer updates. Resolved root causes of incidents through problem management, thereby reducing operational impacts. Documented processes and troubleshooting activities in knowledge management to elevate service desk effectiveness. Streamlined computer operations by managing event scheduling, backup processes, and comprehensive monitoring activities.

• Work with Forests and Domains; Restructuring a Forest and Renaming Domains
• Maintains the Group Policy infrastructure based on the policies and guidelines provided
• Work with Group Policies
• Assist with implementing solutions for hardware and software. Implement common preventive maintenance practices for hardware and software
• Work with a highly secure environment using RSAT tools
• Assist in management and support of internal and external DNS systems. Assist in management and support of internal DHCP architecture and scoping
• Work with Global Catalog Servers and Schema

• Knowledge in AD architecture and infrastructure (LDAP, Directory Replication, group policy, security, schema changes, etc.)
• Knowledge of DNS, Kerberos and Windows Authentication, to include authentication with other technologies for Single Sign-On
• Single-handedly managed 3 projects
• Managed the infrastructure for the AD & SCCM 2012 environment and rendered end-to-end support for SCCM 2007 along with OSD support for all deliveries.