Kawish Sarfaraz
Mississauga,Canada
Summary
Results-oriented Business Systems Analyst with three years of expertise in system analysis and warehouse management system (WMS). Leveraging four years as an IT Service Desk Team Lead, proficient in incident management and delivering high-quality IT service solutions. ITIL-certified with solid skills in SQL, business analysis, and team training, committed to driving process improvements and enhancing system efficiency. Proven ability to lead cross-functional teams in pursuit of organizational excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Systems Analyst (WMS)
Metro Supply Chain Group
Mississauga, ON
11.2021 - Current
- Support the implementation of Tier 1 and Tier 2 WMS (Warehouse Management System), providing upgrades and solutions for client warehouses.
- This includes setting up storage locations, travel sequences, and inbound/outbound transactions, parts, and part footprints.
- Perform SIT and end-to-end WMS software testing for all processes and a variety of configurations (allocation, picking, staging, dispatch, receiving, carton picks, etc.).
- Provide onsite and offsite go-live support, training associates and management teams to effectively communicate system mechanics, and maintain best practices.
- Visit client sites to study, evaluate, and document current processes.
- Configure and maintain EDI and API transactions for WMS, and integrate with the customer's ERP and TMS systems.
- Address any incident or service request tickets for WMS systems (RedPrairie, Blue Yonder, and Synapse) related issues.
- Configure reports and barcode labels using RemiCrystal, Crystal Report, BarTender, NiceLabel, and LabelView.
- Run and create SQL queries and scripts for troubleshooting issues.
IT Service Desk Team Lead
Metro Supply Chain Group
Mississauga, ON
06.2018 - 11.2021
- Provided 1st and 2nd tier technical support to over 6,000 employees across 70 sites in Canada, the US, the UK, and Germany for all hardware, software, and network issues.
- Managed network and email accounts in Active Directory, Office 365 Admin Portal, Azure Portal, and Exchange Server.
- Served as the Technical Lead and Subject Matter Expert on a designated set of tools.
- Mentored and trained Service Desk technicians.
- Configured and troubleshot various models of RF devices using various MDMs, such as SOTI MobiControl, Microsoft Intune, Wavelink, Ivanti, and Honeywell Provisioner.
- Maintained professional relationships with vendors and customers.
- Managed VoIP and cellphone numbers using Mitel MiCloud Management Portal, GoCo, Ubity, and Rogers MyBusiness Hub.
- Lead ongoing projects, including setting up IT infrastructure for new warehouses, implementing new systems, building a Technical Knowledge Base, sending IT announcements, and upgrading hardware/software for existing users.
- Successfully able to work in rotating shifts, including 24/7 IT after hours.
- Assisted users with internal software, including Citrix, FortiClient VPN, PowerBI, TruckMate TMW, Accellos, RedPrairie, Blue Yonder, Synapse, BMC Track-IT, Microsoft Office Suite, SharePoint, PowerBI, Symantec, SmartSheet, Power Apps, etc.
- Configured and troubleshot laptops, desktops, cell phones (Android/iOS), label and laser printers, projectors, iPads, RFs, VMUs, and tablets while carefully maintaining the inventory for all IT equipment.
- Escalated and worked together with other departments for third-tier and unresolved issues.
Help Desk Support (Co-op)
Financial Services Commission of Ontario
Toronto, ON
09.2016 - 04.2018
- Provided 1st and 2nd tier technical support to around 500 clients via phone, email, tickets, remote, and in-person for all software and hardware.
- Actively involved in a project for upgrading around 300 staff to Windows 10 and new hardware, while providing training about the new OS.
- Managed user accounts and passwords in Active Directory.
Education
Advanced Diploma - Systems Analyst (Co-Op)
Sheridan College
Oakville, ON01.2018
Skills
- Business Analysis
- System Analysis
- System administration
- Warehouse Management System (WMS) - BlueYonder/Manhattan/Synapse
- Ticketing system
- Incident management
- Helpdesk operations
- Windows servers
- Operating systems (Windows/Linux/Mobile)
- Active Directory
- Mobile Device Management (MDM)
- Office 365
- VoIP
- SQL
- Leadership
- Microsoft Intune
- ITIL v4
- E-commerce
- Testing management
- Crystal report
- Label and laser printers
- API and EDI integration
- ERP, OMS, TMS Integration
Citizenship
- Canadian
- Pakistani
Certification
ITIL® Foundation Certificate in IT Service Management
Certificate number: GR671497343KS
Candidate number: 9980055916324058
Effective from: 17 Mar 2023
Renew by: 18 Mar 2026
Affiliations
- Sports - Soccer, Tennis, Cricket, Bowling, Fifa
- Socializing using different social media platforms
- Keeping up to date with the latest technology and current affairs
- Teaching programming and mathematics
- Psychology
- Maintaining discipline and focus through a consistent fitness routine
Languages
English
Native/ Bilingual
Urdu/Hindi
Native/ Bilingual
References
References available upon request.
Timeline
Business Systems Analyst (WMS)
Metro Supply Chain Group
11.2021 - Current
IT Service Desk Team Lead
Metro Supply Chain Group
06.2018 - 11.2021
Help Desk Support (Co-op)
Financial Services Commission of Ontario
09.2016 - 04.2018
ITIL® Foundation Certificate in IT Service Management
Certificate number: GR671497343KS
Candidate number: 9980055916324058
Effective from: 17 Mar 2023
Renew by: 18 Mar 2026
Advanced Diploma - Systems Analyst (Co-Op)
Sheridan College
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