Muhammad Zia Shams

Responsibilities include but not limited to:
• Serve as Oracle XStore subject matter expert
• Maintain data availability of promotions, item masters, price changes, CRM, and sales
• Lead the development, change requests, user acceptance testing for Oracle applications in coordination with developers.
• Regional point of communication for business applications like Oracle RMS, RPM and WMS
• Extensive experience with Microsoft Dynamics NAV
• Complete management of the warehouse IT infrastructure, technical and functional processes.
• Management of complete IT infrastructure
• Ensure WAN connectivity for offices and warehouses.
• Author and maintain user and technical documentation as well as a KB for the L1 support team
• Monitor incidents and ensure even workload distribution of helpdesk staff
• Project management and budgeting for stores, warehouses, and offices
• Lead the effort to design, build and configure applications, acting as the primary point of contact including communication with zones / central stake holder on issues
• Develop, maintain, implement IT policies, procedures and SOPs
• Manage vendor relationship and decreased IT expenses by establishing standardization and contract negotiation
• Automation of various tasks for a seamless IT support
 Work as a team lead and take complete ownership of rollouts, updates, and patches while assigning to and managing the IT team (6 members)

Major Projects:
• Oracle XStore rollout for 400+ locations
• Lead the complete IT infrastructure setup of 20, 000 sq.m. Apparel Warehouse including 120+ APs, 150+ Cameras, and other major infrastructure
• AP rollout for guest WiFi access portal
• Fortigate firewall rollout
• STC Qitaf integration in POS
• Al Rajhi Mokafah integration in POS
• Implementation of MobilePOS
• Android Price Check Application

Responsibilities include but not limited to:
• Extensive experience of troubleshooting Oracle POS, SIM, DW, HRMS issues.
• Hands on experience with CO, RMS and promotion mechanism configuration and troubleshooting.
• WAN and inter-office internet and VPN connectivity management for Jeddah, Riyadh and Warehouse offices and Retail store locations (400+ branches).
• IT Asset Management and Procurement for office as well as POS systems and yearly renewal of AMC contracts.
• Resolving L1 support tickets with 95% SLA compliance and high FCR rate without any escalation. Developed ways to manage 99.9% uptime.
• Maintain technical and user documentation to facilitate usage and adoption of applications as well as provide training to support team.
• Automating rollouts/updates and develop strategies using scripts and batch files for time saving and lower resource consumption.
• Monthly reporting for different IT parameters such as web usage statistics, bandwidth and resource usage, etc.
• Extensive experience with VMWare ESXi
• Basic Oracle APEX and Android development skills
• Complete administration and support for components including, but not limited to:
o Active Directory / Print / File / DNS Servers (Windows and Mikrotik)
o Hybrid Exchange & Office365 environment
o NAS Servers (Synology/Lenovo)
o Antivirus Server and Firewall Servers (McAfee, Sophos/Cyberoam)
o VOIP Server (Avaya IP Office and Dialguard)
o MDM(ManageEngine)

 McAfee firewall rollout for 400+ locations (2015)
 Store internet upgrade and connectivity overhaul
 Lead the Ecommerce project involving setup and configuration of tablets for the stores to be used for CRM and catalogue display

Responsibilities included:
• Internal User Support
• Server Maintenance including Mail Server (SendMail), Print Server (Windows Server 2008 R2), Proxy Server (Squid), Domain Server (Windows Server 2008 R2) and Live Streaming Server (Adobe Flash Media Streaming Server)
• Live Streaming Seminars and Conferences.
• Network Maintenance.
• Managing Data Backup, IT and related policies and updating them from time to time.
• Managing and updating the IT Inventory.

Responsibilities include but not limited to:
• Networking in Malls and connecting the POS systems with the network.
• Working on many servers including IBM x Series 230 and IBM x Series 235 and HP Storage Works DAT 72.
• Remote management of entire Mall Network.
• Deploying network based on ISA Server.
• Deploying policies using Group Policies under Windows environment.
• Deploying Windows 2008 based Servers.
• Familiarization with new POS systems including Posiflex Jiva Series, Posiflex LT Series and DigiPOS Neptune Series.

Responsibilities included:
• Providing hardware technical support on need basis.