Hamed Ullah Syed

Experience

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  Sitel

  Oct 2011 - Nov 2012

  Technical Support Representative

  o Diagnosed and resolved problems related to Bell Canada’s Wireless Modem.o Provided technical support to Bell Canada’s customers to resolve various technical issues.o Learned VOIP techniques by participating in training.o Acquired knowledge regarding various wireless modem models and their range features, mobile phone network coverage concepts and manufacturing of different wireless devices.

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  Esso

  Jan 2013 - Sept 2017

  Customer Service Representative

  o Billed Customers for the product purchases.o Effectively managed Inventory by ordering stocks by forecasting demand.o Diligently generated day-to-day sales analytics.o Managed and upgraded Back Office Computer Systems.o Worked on-call for receiving and resolving POS issues.

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  Loblaws

  Oct 2017 - Feb 2020

  Associate System Administrator

  o Utilized ServiceNow ticketing system for efficient user support request management.o Oversaw various operational aspects including Deliveries, Orders, Claims, and Inter-branch communication.o Conducted detailed root cause analysis to diagnose and resolve customer computer issues.o Communicated significant problems or recurring concerns during weekly stand-up meetings.o Scheduled and managed meetings using Microsoft Teams for effective team collaboration.o Administered network infrastructure, implemented security measures, managed asset inventory, and maintained Microsoft 365 applications.o Developed and executed backup and recovery strategies, integrated ERP systems, and provided technical support to end-users.o Managed SharePoint for generating P&L reports in Excel format.o Responsible to ensuring SLAs are maintained Show less

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  Loblaws Inc

  Feb 2020 - Jul 2022

  ServiceNow System Administrator

  • Ensured smooth IT operations using ServiceNow ITSM and ITOM tools, covering Incident, Problem, Change Management, Service Catalog, and Workflow.• Collaborated with platform teams to devise innovative solutions addressing customer demands.• Worked closely with the ServiceNow team to develop resources and training plans.• Managed application upgrades, data maintenance, and SharePoint for P&L reporting.• Diagnosed and documented customer computer issues, guiding problem-solving steps.• Scheduled meetings and supported team activities using Microsoft Teams.• Coordinated with Subject Matter Experts on paperwork, claims, and record management.• Demonstrated both independent work and team support, fostering a positive team environment with activities like monthly potlucks and gaming sessions.• Oversaw Form & List dictionary management and related list modifications. Show less

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  Embedcomm Technologies Inc.

  Aug 2022 - now

  ServiceNow Developer & Administrator

  • Collaborated with IT and Operations Divisions to design and implement ServiceNow solutions tailored to client needs.• Actively participated in business solution development with internal partners and teams.• Integrated Incident, Problem, Change, and Resource Management processes.• Implemented LDAP, SSO, and MFA integration tools for user and group data.• Developed new functionality using ServiceNow tools like Business Rules and UI Policies.• Led application development and customization, ensuring adherence to requirements.• Designed Content Management Systems and various ServiceNow workspaces.• Created and integrated custom reports and email notifications.• Monitored application health and performance analytics.• Developed project plans and associated documentation.• Configured workflows and automated approval scripts Show less