Riaz Sheikh
Senior Service Delivery Manager @Cognizant
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WORK HISTORY
Senior Service Delivery Manager @Cognizant
Toronto, ON, CA
Manage Information Technology Operations for Eight Corporate offices: Internal & External Escalations including Vendor issues and follow up with them in an efficient and effective manner until fully resolved.Provide local and remote assistance to over 2800 Canadian employees, troubleshoot software and hardware issues for Windows and Macintosh Personal Computers, Cisco Video Conferencing, Mobile Devices, Programming Polycom IP office phones, BYOD, break fix tickets.Subject Matter Expert on several teams such as Trending issues (Any Information Technology related issue), Intune Mobile team, Cisco Video Conferencing, Mac OSX Team and assisting staff, Deskside teams as required providing technical guidance on a resolutionManage Canada queue tickets and assign through Service Now. Analyse KPI metrics to ensure the monthly and quarterly tickets meet the company’s SLA, OLA.Supervise multiple upgrade/migration projects encompassing IT Infrastructure resiliency, server room upgrades application/desktop, phone systems, video conferencing, and office relocationsTrain employees with the new technology needs and assist team members with training on new technology advancements and device integration as requiredBuild and ship laptops to clients using SCCM for deployment of software installations.Manage Inventory of Assets for Canada.Received the MVP award multiple times.
EDUCATION
University of the West of Scotland
BENG, Electrical and Computer Engineering
SKILLS
ABOUT RIAZ SHEIKH
A highly motivated, results oriented professional in the Information Technology industry…
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