Sarfaraz Mulla

Experience

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  Jammin Recreation

  Mar 2011 - May 2013

  System and Network Engineer
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  SoftNice

  May 2013 - Aug 2015

  Sr System Administrator and Trainer

  I spearheaded the comprehensive training of consultants in Windows, VMware, Citrix, and Checkpoint firewall technologies, ensuring skill enhancement and proficiency, while orchestrating the management of corporate IT infrastructure to guarantee 100% updates, optimal functionality, and adherence to ITIL processes for end-user support. Additionally, I successfully managed the setup of new office infrastructure across three locations, achieving a flawless 100% on-time completion, led a team of 13 support interns and engineers to ensure smooth operations, managed the MS Exchange server, and maintained user email accounts with best practices, and implemented and configured Windows servers (2003, 2008, 2008, 2012 R2) and Virtual Machines in ESX host clusters and XenServer, administering firewalls, switches, and network links to ensure readiness for organizational requirements. Show less

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  Atos IT Solutions and Services A/S

  Aug 2015 - Apr 2020

  Consultant – Systems

  As Shift Incharge, I orchestrated a team of 10 Full-Time Employees (FTEs), ensuring smooth operations and SLA adherence, while also serving as a Subject Matter Expert (SME) in Citrix architecture, maintaining 100% SLA compliance and optimizing system performance. Furthermore, I led the seamless upgrade and migration of over 60 clients for Windows, Citrix, and VMware, minimizing disruption and maximizing efficiency. Handling infrastructure escalations during shifts, I swiftly resolved critical issues, minimized downtime, and contributed significantly as a member of the Business Continuity Management (BCM) committee, achieving an outstanding 99% success rate in Disaster Recovery exercises. Show less

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  Automation Anywhere

  Apr 2020 - Aug 2023

  IT Support Engineer Project Coordinator

  I have spearheaded transformative initiatives, including the implementation of a Barista "Chat BOT" that led to a 25% increase in ticket resolution, orchestrating robust security measures that decreased incidents by 90%, pioneering Mobile Device Management for comprehensive device control, successfully guiding the company through ISO 27001, SOC2, HIPPA, and Hi-Trust recertification processes, advocating for 100% ITIL compliance while mentoring teams, automating over 12 business processes resulting in a 99% error reduction, acting as a crucial liaison to the IT Director, and implementing a Zero Trust architecture to enhance security posture across IT systems and operations. Show less