Amar Saleem

• Providing user and administrative support for IT systems, applications,
and Infrastructure.
• Providing technical guidance to users and management for IT related
issues and queries.
• Performing maintenance and troubleshooting of all relevant
hardware, software, and systems.
• Performing routine IT operation tasks (ex: backups).
• Configuration, installation & deployment of IT equipment and related
peripherals.
• Ensuring appropriate IT related procedures are enforced.
• Developing a working knowledge of department-specific applications.
• Identifying opportunities and recommending solutions for improving
service, efficiency and effectiveness.
• Logging into and using telephone and computer-based Service Desk
systems to record all support activities.
• Logging into and providing support to the IT Hotline- Contributing to
meeting the departmental key performance indicators.
• Providing training to the end-user community as required.
• Provided user and administrative support for IT systems, applications,
and infrastructure, including MS Dynamics 365 configuration to
automate ticketing workflows, reducing resolution time by 20% for 500+
global users.
• Developed Power BI dashboards to visualize server performance and
network metrics, enabling proactive maintenance and decreasing
downtime by 15%.
• Wrote and optimized SQL queries to analyze infrastructure logs and
database performance, identifying bottlenecks that improved system
reliability across 3 global sites.
• Supported Salesforce implementation for internal stakeholder
management, creating custom reports and automating 10+ workflows to
enhance cross-departmental collaboration.
• Assisted in SAP ERP system upgrades, validating data migrations for
supply chain modules to ensure 100% accuracy in reporting for 10, 000+
records.

• Support end users with hardware, software, applications, LAN
components and peripherals.
• Identify and troubleshoot problems related to security permissions.
• Supervise complaint ticketing system and follow timely resolution of all
work orders.
• Establish end user service level agreements.
• Designed and maintained MS Access databases to track IT assets and
service requests, streamlining audit processes and reducing manual
reporting efforts by 25%.
• Performed maintenance and troubleshooting of all relevant hardware,
software, and systems, ensuring seamless operation of critical
infrastructure.
• Provided technical guidance to users and management for IT-related
issues and queries, including training on MS Dynamics and Salesforce
functionalities.
• Performed routine IT operation tasks (e.g., backups) using tools like
Symantec Backup to ensure data integrity.
• Ensured appropriate IT-related procedures were enforced, including
compliance with security protocols for SAP and Salesforce systems.
• Managed user accounts, groups, print queues and controlling access
rights using Active Directory.
• Install, configure, maintain and troubleshoot end user notebooks,
desktops, peripherals, monitors.
• Troubleshooting SCCM clients issues on desktops/laptops.
• Troubleshooting issues with WHI services.
• Troubleshoot and resolve issues with the use of remote support tools
such as DameWare or Remote Desktop.
• Managing and troubleshooting access to shared folders.
• Troubleshooting system startup and user login problems.
• Configuring and troubleshooting hardware devices and drivers.
• Understanding of Storage, Networking and backup devices.
• Provide support to end users relating to hardware and software,
computer applications, LAN components and peripherals.
• Identifying and troubleshooting problems related to security
permissions.
• Supervise complaint ticketing system and follow timely resolution of all
work orders.
• Establish end user service level agreements.Demonstrated ability to
provide user support by means of remote access tools.
• Documented success in responding to all inquiries and tickets in a timely
manner Ability to communicate effectively with both
Business/Management and Vendor resources.Application support of 150
applications for 7, 000 users .

• Assisted Enterprise group with ongoing projects New Hire set up
(moves, additions, changes, etc.) and Training.
• Monitored and responded to information security alerts and incidents
(including on-call response for critical incidents) includes monitoring
various security systems including: central SIEM, anti-malware, intrusion
detection/prevention, change detection, data loss prevention, web and e
mail content filtering, and others.
• Reviewed tickets and RFCs assigned to the information security team
using sound judgment to respond or escalate as required.
• Maintained record of all activities in the Corporate Security incident
tracking repository.
• Monitored internal security control systems to ensure that appropriate
information access levels and security controls are maintained.
• Worked collaboratively with risk analyst(s) on cross functional security
projects.
• Various security tasks in support of the Senior Security Engineer during
project based work.
• Experience with Heat Incident tracking software.
• Experience with the following frameworks and standards, ISO 27002,
NIST SP800-37.
• Used Tripwire to Assess network compliance using scanning tools to
verify Firewall rules, router ACLs, and IP addressing.
• Researched, analyzed and understood logs sourced from various devices
in the network for acquisition and integration in ArcSight.
• Deployed McAfee Solidcore (FIM / Application Whitelisting) in our Data
Center.
• Cisco Ironport ESA (Email Security Appliance) / WSA (Web
SecurityAppliance) Conducted base level analysis to determine the
legitimacy of files, domains, and emails using tools such as Wireshark
and a Linux Toolkit as well as online resources such as Virus Total,
URLVoid, IPVoid, and Robtex.
• Performed periodic rogue wireless scans and firmware updates to
maintain security posture at optimum utilizing Nmapand Angry IP
scanner.
• Supported Technical and Development teams in monitoring
server/application performance using splunk for reporting.
• Discovered, investigated and documented the current end user
desktop/application environment.
• Conducted workshops to acquire client requirements and understand
business expectations.
• Analyzed the desktop environment and document target future
applications/environments.
• Ensured project deliverables meet the agreed standards and are fit for
production release.
• Monitored roll outs and address end user issues as they arise.
• Performed or escalated troubleshooting activities to diagnose user
acceptance issues.
• Developed zero touch OS migration solutions.Strong skills with Microsoft
SCCM 2012 or newer.
• Handled a large volume of phone calls, chat and emails.
• Reviewed support cases for technical and troubleshooting accuracy.
• Developed documentation for common processes for both support staff
and end-users.
• Created new account, reset passwords and configured access for users.
• Increased number of resolved job tickets by 80% over previous year.
• Resolved customer complaints and concerns with strong verbal and
negotiation skills.
• Informed customers about issue resolution progress.
• Troubleshooted and resolved web application issues escalated from
customer support and other departments with a 100% success rate.
• Served as operating system expert, providing technical support for
entire organization.
• Educated business and technology teams on importance of control
strategies and frameworks.
• Technical knowledge and understanding of various platforms, including
Unix, Linux, Windows, Mainframe, networking and network perimeters,
IDS/IPS, Firewalls, vulnerability scanning solutions and patch
management.