SAHAR SADEGHI

Technology used: Windows 10/11, SQL Server, SQL Server Management Studio, Office 365, MS 365 Suite, Azure Jump Servers, TFS, Azure DevOps Server, Active Directory, Infoblox, SharePoint, .net, Zendesk, PingFederate, BeyondTrust Password Safe, UiPath RPA, ChangeGear, Oracle HFM

• Provided effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues
• Installed, configured, and maintained applications ensuring consistency across environments
• Identified, documented, and addressed root cause for application problems
• Responded to and investigated all alerts in a timely manner to understand the cause, and adjust monitoring as required
• Partnered with relevant internal and external teams to schedule packaging and release of Software and applications in a timely manner
• Worked with internal IT security team and third-party vendors to apply application security patches
• Created and maintained comprehensive documentation including but not limited to details on architecture, configuration, integration, operational procedures, and known errors

Technology used: Jira, ServiceNow, SharePoint, Oracle SQL Developer, Fiserv, Windows 10, Office 2016, Mainframe technologies (Z/OS and Zeke job Scheduler)

• Provided ongoing support to the operations team, problem analysis, resolution, and escalation
• Provided recommendations and alternatives for system enhancements
• Created and maintained technical documentation for supported systems
• Maintained effective communication with management, team members and the business
• Participated in regular maintenance activities required to keep the applications working at expected levels

Technology used: Linux, Microsoft Windows (7,10), PostgreSQL, MS Server 2012, SSMS, Office 2013, Powershell Scripting, VMware, HL7, XML, MS Dynamics GP, BMC Remedyforce

• Supported a variety of applications across multiple computer platforms, investigated and corrected problems to optimize application use, improved business processes, and made recommendations for future enhancements
• Performed a variety of duties related to the implementation, development, monitoring, and day-to-day support of department-specific applications and messaging tools, incident management and software/hardware support activities
• Maintained, optimized, and supported database systems running on SQL server and PostgreSQL
• Generated ad-hoc shell and SQL scripts and converted them to other formats as requested
• Worked closely with development team to plan and deploy releases to production environment
• Collaborated with cross-functional team members on features, design, and implementation of applications. Built rapport to establish and maintain effective relationships with clients, 3rd party vendors, pharmacists, and health care advisers

Technology used: NCR POS Systems, Microsoft Windows (7, 8.1, 10), Microsoft SQL Server (2008 / 2012), LS Retail NAV 6.3, Microsoft Dynamics NAV, RDP, VNC, AmberCat Help Desk

• · Delivered timely and efficient first point of contact support to retail and corporate users on a variety of IT related issues and requests
• Gathered and documented information pertaining to customer issues into case tickets, troubleshot assigned cases, and identified escalation requirements
• Coordinated with vendors on gathering of information and preparation of systems’ hardware in advance of installation at store locations
• Was responsible for remote staging, configuration, and testing of POS systems and peripherals by taking sole ownership of new rollout projects from beginning to successful completion
• Developed and improved on installation process documents and participated in end-user training during technology expansions / rollouts

Technology used: IBM/Micros POS Systems, Dell Optiplex Server/Peripherals, Nortel BCM/BES/ BAP, Windows Server 2003, Citrix XenApp Client/Server, RDP, VNC, FrontRange ITSM, Cherwell ITSM

• Provided users with single point of contact in a centralized ITIL compliant service desk on a 24/7 basis, by working closely with company’s restaurant chain operations in an enterprise environment, with over 700 distributed locations in Canada
• Recorded all incidents, problems, and resolutions in service management software, and worked with other IT teams, vendors, and business groups on escalation and resolution of outstanding tickets
• Delivered first level system support in a timely manner by interpreting customer problems, researching available resources, and connecting remotely to POS terminals and other IT devices to perform maintenance, and problem resolution