Salman Hashmi

Manage the lifecycle of user accounts, including creating, provisioning, securing, and deactivating access.

• Participate in projects and production support operations focusing on the implementation of Identity and Access Management (IAM) integrations and Roles Based Access Control (RBAC) strategies and integrations.
• Implementing strategies for application lifecycle management (Upgrades, Tests, patches & enhancements)
• Establishing effective communication with stakeholders to provide updates, and manage expectations & feedback.
• Participate in projects that ensure standard processes and procedures are implemented when introducing new provisioning.
• Development, implementation, and support of RBAC.
• Serving as a primary point of contact for inquiries
• Collaborations with business application owners, team leads, department heads, and end-users to understand their requirements and priorities regarding business applications.
• Evaluated emerging technologies for alignment with organizational goals, recommending strategic investments as appropriate.
• Conducted training sessions for end-users on new software applications to promote efficient adoption of technology tools.
• Lead a team of junior engineers in successful project execution while fostering a positive working environment that encouraged professional growth.
• Contributed to the establishment of IT policies and best practices aimed at ensuring consistent service quality across all departments.
• Established strong vendor relationships for procurement of high-quality hardware and software products at competitive prices.
• Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.
• Oversaw quality assurance management and offered suggested recommendations.
• Ensure that all credentials are documented and archived according to internal standards.
• For systems and software applications, under the IAM team's purview, discrepancies between assigned access rights and the access rights users need to perform their tasks are reconciled.
• Support IAM engineers in troubleshooting issues with IAM tools and processes.
• Resolve security and workflow issues independently or with other information systems teams and stakeholders.
• Tracking key performance indicators (KPIs) and metrics to measure the effectiveness of application services and support continuous improvement efforts
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Identifying opportunities for process optimization, automation, and efficiency gains within the business application environment
• Ensuring that regular status updates for projects and services are conducted with all stakeholders to review performance against the agreed milestones and service levels and to exchange information about ongoing projects and new demands
• Enforce company policies and procedures to ensure that only authorized personnel have access to information in accordance with the Minimum Necessary Rules.
• Participating in ongoing audits and risk assessments and implementing audit recommendations.
• Securing dormant accounts by IAM policy
• Develop system access and security implementation plans based on operational customer requirements and requests
• Develop and maintain detailed documentation on standard operating procedures, system configurations, and technical settings for internal team use.
• Provision of Microsoft O365 Shared Resource Management and Support (distribution lists, shared calendars, shared mailboxes, mail contacts, and resource calendars).
• Support for the registration of multi-factor authentication (MFA), single sign-on (SSO), electronic prescribing of controlled substances (EPCS), and mobile device management (MDM).
• Key duties also include managing relationships with software vendors, service providers, and consultants involved in the delivery and support of business applications
• Evaluate vendor performance, negotiate contracts, and ensure compliance with service level agreements (SLAs) and licensing agreements

• Communicate effectively with stakeholders to manage expectations, provide updates, and gather feedback.
• Evaluate vendor performance, negotiate contracts, and ensure compliance with service level agreements (SLAs) and licensing agreements.
• Timely resolution of assigned tickets according to ITIL standards and avoidance of SLA violations
• Installation and troubleshooting of Office 365 & Office 2010 and license issues
• Evaluate vendor performance, negotiate contracts, and ensure compliance with service level agreements (SLAs) and licensing agreements
• Resolving Outlook connection issues with Microsoft Exchange for Office 365 and Office 2010
• Resolving Outlook profile synchronization and troubleshooting email servers (Office 365 and Office 2010)
• Identify opportunities for process optimization, automation, and efficiency within the application environment.
• Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
• Optimized application performance by utilizing load-balancing techniques across multiple servers.
• Managed key information technology and compliance programs for proactive risk management.
• Developed IT policies to comply with applicable laws.
• Knowledge of the following points: SQL connectivity and permissions, basic SQL scripting, Active Directory and GPO, network topology/layers, virtualization
• Coordination between Infosys the IT team in India and multiple departments in Germany to ensure faster and smoother issue resolution
• Oversee the management of all business, custom applications, and software tools.
• Ensure the availability, performance, and reliability of business applications through effective monitoring and maintenance.
• Unlocking and firmware management for Google and FRP-locked Android mobile devices
• Configure and install VOIP Desk Phones and manage extension numbers via PBX
• Manage user profiles and data with Active Directory based on Windows Server 2008 R2
• Ensure regular status updates for projects and services are conducted with stakeholders to review performance against milestones and service levels, and to exchange information about ongoing projects and new demands.
• Contact between third-party providers of IT equipment and services and Senvion for service, warranty, and procurement issues
• Remote desktop application and support for service technicians throughout Germany
• Creation of training manuals for new IT support staff and training in the use of the ServiceNow, AirWatch, DSM console, and asset management tool
• Inventory and management of all IT devices (notebooks, mobile devices, accessories)
• Troubleshooting on-site issues users face when accessing or using IT services, including connectivity issues, software issues, hardware issues, printing issues, etc
• Set up and manage IT equipment and services in conference rooms for virtual meetings and town hall seminars for all company employees.
• Collaborated with cross-functional teams to design, develop, and deploy scalable IT solutions in alignment with business objectives.
• Documented system configuration, mapping, and processes.
• Collaborate with application owners, department heads, and end-users to understand their requirements and priorities.
• Resolved issues and escalated problems with knowledgeable support and quality service.

• Investigation technical issues raised by live partners / internal stakeholders and coordination with internal stakeholders (Product, Tech, Platform, Operations, …) to find solution
• Acting as in technical point of contact for our live partners to handle any technical issues that prevent partners and end-customers from using the product
• Demonstrate a clear understanding of partners’ products, processes, and technical requirements
• Contribute to efficient bug-fixing management in daily business
• Attend live partner meetings and run technical training and presentations
• Collaborate in the FSO knowledge repository.
• Install, configure, and/or update authorized software or firmware as per authorized standards.
• Assist in Hardware asset management.
• Warranty support for desktops and laptops.
• Follow company protocol in disposal management.
• Install/reinstall image, rebuild laptops/desktops.
• Support authorized in-flight projects.
• Diagnosing and resolving incidents and problems with equipment and software.
• Record all events/problems and their resolution in SNOW.
• Queue Management – Work within the established Service Level Agreement (SLA) to ensure timely response to support issues. Follow the established escalation process if needed.
• Assist with hands-on training of new hires.
• Following company logical and physical security protocol, to minimize risk to the customer and company.
• Following authorized workflow.
• Provide VIP/Executive support as outlined by the customer.
• And other authorized tasks that fall within the work scope.
• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Communicate effectively with stakeholders to manage expectations, provide updates, and gather feedback.

• Assisting in establishing a Project Management Office to oversee multiple projects.
• Liaising with stakeholders such as project personnel, vendors, and end-users regarding project requirements.
• Outlining, defining, and initiating the project.
• Implementing document control policies and documentation templates.
• Maintaining a good working knowledge of assigned component projects.
• Evaluating standards of component products.
• Monitoring project progress and implementing changes where necessary.
• Monitoring expenditures following the budget.
• Ensuring compliance with objectives, organizational policies, procedures, and standards.
• Compiling project reports and informing management regarding problems.
• Ensured the project complies with best practices, SOPs, PMO policies, and other policies.
• Developing project plans, goals, and budgets; identifying resources needed
• Developing schedules and methods for measuring results
• Guiding and performing strategic analysis for the project
• Organizing and managing all phases of the project to ensure on-time completion
• Assembling and coordinating project team members; assigning individual responsibilities
• Preparing requests for proposals and con

• IT user support in the Service Desk/User Helpdesk
• Handling live site issues & troubleshooting
• Created technical documentation
• Investigating the prospects of gallium nitride power electronics devices
• Printer setup and troubleshooting
• Antivirus installation and management
• SLA understanding, Windows (7, Server 2008, Server 2012), hardware/software troubleshooting
• Android, Outlook installation and configuration, creation and development of WEB pages
• Experience with network analysis and troubleshooting tools
• Experience with Unix/Linux operating systems
• Advanced knowledge of web and routing protocols, TCP/IP, Anira AT&T and VPNs
• Solving usage problems and fulfilling service desk requests, SAP installation and configuration
• Windows installation (XP, 7, 8, 10), VPN installation and configuration
• Analyze system data and customer history to proactively identify emerging and/or systemic customer issues and/or problems
• Communicate technical requirements from customers and field staff to internal departments and provide up-to-date technical information to field staff
• Assist field representatives with requested or required technical support