Summary
Overview
Work History
Education
Skills
Volunteer Work Experience
Websites
Languages
Certification
Affiliations
Personal Project
Timeline
Generic

SAMEER ABDUL

North York,Canada

Summary

IT Professional and Business Leader with over 20 years of experience in IT Service Management, Technology, and Infrastructure Operations. Proven track record in leading global teams, managing vendor relationships, and implementing IT systems integration. Expertise in cloud transformation and strategic planning, with certifications in ITIL and Project Management. Bilingual in English and French, recognized for driving operational efficiency and innovation in technology projects.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Manager, Information Technology

NORR Group Inc
Toronto, Canada
07.2020 - Current
  • Reporting to the VP of IT, acting in a Director capacity, overseeing the Operations of the Firm’s global IT with a distributed team in Canada, US, and UK. Managing a team of 14 IT professionals for 850 staff globally. Plan, organize, and direct IT activities to develop and implement technology components for performance improvements.
  • Provides staff leadership throughout all phases of the project to ensure that work is completed accurately, efficiently and complies with policies, procedures, and standards, as well as best working practices.
  • Planning, organizing, and directing the IT activities to evolve, develop, and implement various technology components for performance improvements.
  • Responsible to manage the IT Procurement process, IT purchases, and vendor contracts and negotiations.
  • Oversee the asset management lifecycle for all IT hardware and software to minimize cost and maximize performance.
  • Create and manage the IT and projects budget, providing annual forecasts and reports to the COO.
  • Asset Management lifecycle for all IT hardware and software to minimize cost and maximize performance.
  • Create and manage the IT and Projects budget and provide annual forecast.
  • Establish and implement changes to corporate IT quality control procedures and policies.
  • Consult and provide IT expertise to each office and regional Operations Director and VP to provide insight and information on technology trends as well as recommendations to implement innovative solutions to meet business needs.
  • Participate in planning with IT and Operations Management to identify and prioritize activities to meet ongoing needs.
  • Key Projects and Achievements: Implementation of full Teams Meeting Rooms and Collaboration space in all offices.
  • Implementation of a new ITSM Solution including Service Desk and Change Management module with self-service portal.
  • Implementation of a full asset management module and built an enterprise wide CMDB.
  • Leading the Maturity Assessment of the Organization to identify and remediate gaps for ISO27001 certification.
  • Implemented a Security Operation Centre (SOC) with automated external vendor interaction.
  • Implementation the NIST standards across the organization.
  • Windows 10 and 11 Migrations of 850 users and ongoing updates.
  • MS Teams telephony deployment and migration.
  • Endpoint Manager (InTune) and AutoPilot for PCs and BYOD.
  • Establish and implement changes to corporate IT quality control procedures and policies.
  • Deployment of Microsoft Defender ATP for Endpoint.
  • Creation of new IT Procedures and Policies, as well as documenting and tracking.
  • Conduct regular audits of access, process, and data classification.
  • Redesign of the onboard/offboard process with HR.

Director, Board of Directors

03.2020 - 03.2021
  • Govern the corporation with leadership, strategic direction, and planning.
  • Provide direction in the formation and implementation of policies for the corporation.
  • Attend monthly meetings to review financial reports and make decisions on spending.
  • Participate in all functions of the board (i.e.: board recruitment, planning, evaluating, providing resources, meeting with vendors as needed and consulting on various issues).

Director, Information Technology

Namaste Technologies Inc
Toronto, Canada
12.2019 - 05.2020
  • Oversaw all IT operations, including staff requirements, endpoint devices, and infrastructure. Maintained current projects and technology systems, identifying vulnerabilities and opportunities for improvement. Proposed strategic solutions and recommended new systems and software. Managed a team of 4 IT professionals, supporting 110 staff members worldwide.
  • Developing, Implementing, and evaluating IT Projects in line with organizational objectives and consulting with other departments, determining and addressing their IT needs and requirements.
  • Working closely with Dev/Ops teams to ensure successful transition to production.
  • Preparing financial budgets and performance reports.
  • Building and maintaining relationships with external advisors and vendors.
  • Key Projects and Achievements: Implementation of standard network across offices in Canada with a single managed aggregator.
  • Consolidation of software, hardware, and tools across the organization. Reducing licensing cost by 30%.
  • Implementation of standard telephony system using Zoom phone and Zoom conference.
  • Implementation of a Domain Controller using DaaS and integrating Mobile Iron and Okta.
  • Reduce cost by streamlining IT expenditure to leverage reseller’s volume purchasing power and transition purchasing from corporate Credit Card to Invoicing.
  • Creation of new IT Procedures and Policies, as well as documenting and tracking using Jira.

Senior Manager, Technology Operations

Grant Thornton LLP Canada
Toronto, Canada
05.2016 - 12.2019
  • Acting in a Director role, reporting to the CIO, lead the IT Operations team of 12 people in day-to-day management and maintenance of Technology, Infrastructure, and Operations for the Firm with over 90 offices and 3000 staff in Canada. Aligned with the Firm’s and IT strategies, develop, communicate, implement, and continuously improve the annually approved IT Operations projects, services, and systems lifecycle replacements.
  • Contribute to strategy planning, integration, and implementation of technology projects firm-wide.
  • Integration and management of IT systems with business systems to ensure efficient, effective, and secure delivery and use by end users based on ITIL framework.
  • Work with IT leadership, PMO, Finance, Procurement and business stakeholders on IT capital projects, expense budgets, as well as RFP, selection, and contract negotiations.
  • Oversee the resolution of Major Incidents and Change Management in collaboration with the Help Desk, Service Desk, Security Operations, and IT Service Manager.
  • Assist in the development and maintenance of security standards, policies, procedures, service level targets, security incident management, and systems security maintenance and updates.
  • Manage and collaborate on the requirements specification and identification of new systems, technology, and third-party services in collaboration with the IT Project team including evaluation of new products and conduct proof of concept.
  • Lead onsite and virtual IT Operations service team including supervising, coaching, mentoring in compliance to the Firm’s codes of business conduct.
  • Maintain a collaborative relationship with vendors and work with GT procurement in achieving best value acquisitions.
  • Key Projects and Achievements: Implementation of next generation security Palo Alto firewalls and Traps end point security.
  • Converted the firm’s Avaya phone system to Microsoft Teams.
  • Implemented a new video conferencing system (Polycom) in all offices across the Firm in conjunction with the regional IT relationship managers.
  • Annual review of IT infrastructure services to update firmware currency to n-1 level.
  • Cloud migration to AWS to build virtual offices with VMs and WorkSpace as well as Microsoft platform to Azure including file shares, archives, backups, and OneDrive for personal use.
  • Migration to Exchange online with Office 365 Firm wide and to a SDWAN network.
  • Virtualized the Firm’s physical servers, approximately 90% reduction of physical footprint.
  • Transition the entire firm from Windows 7 to Windows 10 and ongoing updates (3000 users).
  • Refined the change management processes and hired an IT Service Manager to oversee daily activities.
  • Implemented Enterprise Mobility Suite (EMS) in Azure, including AD Premium, ADFS, inTune, Microsoft Authenticator and Self-Service Password reset.
  • Annual review of Microsoft support contract and licenses True Up to ensure compliance.
  • Refreshed over 220 network switches and 180 access points across the Firm with Aruba and in process of implementing a central network and wireless management tool.

Director, Board of Directors

09.2016 - 08.2019
  • Govern the corporation with leadership, strategic direction, and planning.
  • Provide direction in the formation and implementation of policies for the corporation.
  • Attend monthly meetings to review financial reports and make decisions on spending.
  • Participate in all functions of the board (i.e.: board recruitment, planning, evaluating, providing resources, meeting with vendors as needed and consulting on various issues).

Senior Manager, System Operations

Bell Canada Inc
Toronto, Canada
11.2015 - 05.2016
  • Direct the day-to-day activities of the Production Support Manager, Deployment Manager, System Administrator, Project Manager and Business Analyst.
  • Lead the maintenance and support of applications for the Customer Experience Program and directly support the end-to-end operations of the Program.
  • Manage expense, capital budget and headcount targets.
  • Accountable of application availability, performance, servers, network connectivity and operational support of the program.
  • Subject matter expert for Service Delivery and an escalation contact for major incidents resolution.
  • Provide executive communication of Incidents and Changes to Client Groups and ensure incident root cause is documented.
  • Continual Service Improvement of processes and procedure, identify opportunities and recommends solutions for improving efficiency and effectiveness.
  • Key Projects and Achievements: Transition of Production Support from internal support teams to corporate manage services team.
  • Consult on fortification activity lead by architects to move the production environment from active/passive to active/active.
  • Implementation of change calendar as well as release management process for the application delivery team.

Service Manager, IT Service Management

eHealth Ontario
Toronto, Canada
10.2011 - 11.2015
  • Accountable for the delivery of eHealth Ontario’s services to internal and external clients and maintain business relationship with stakeholders. Providing guidance direction to project resources and operational support personnel to ensure positive client impact as a service moves into steady-state operational support.
  • Aligning projects and operations teams to agree on the transition scope and objectives by bringing together transition stakeholders.
  • Lead task force efforts and coordinate various teams for problem resolution.
  • Communicate support process or production issues arising from escalation to ensure continuity of Customer’s business and minimal disruption or impact.
  • Ensure service provider contracts are consistent to enable the design of overall service level metrics as well as monitoring and reporting of Service Level Agreements (SLA).
  • Key Projects and Achievements: Perform monthly service review with Stakeholders and Service Owners.
  • Represent Services/Products at Change Advisory Board (CAB).
  • Escalation contacts for Major Incident and lead Continual Service Improvement initiatives as well as Problem resolution task force.

Project Manager

02.2013 - 04.2014
  • Managing construction effort to ensure project is completed in accordance with design, budget, schedule, and quality.
  • Consulting with trades such as Designers, Engineers, Contractor and Supplier to ensure all project milestones are completed as per requirements and to Ontario Building Code.
  • Ensuring all documentations are adequate for permits and inspections requirements.
  • Managing and Controlling budget as well as adjust cost to keep the project on budget.
  • Proactively identify and resolve site related issues that may impede Project delivery timeline.

IT Specialist

Aga Khan Development Network (AKDN)
11.2011 - 12.2012
  • Providing overall strategic direction, plan and structure for Service Ticket Management System and Monitoring Tool and recommend appropriate solution.
  • Consulting with the IT Team to gather requirements and researching on best practices.
  • Configuring, implementing, and maintaining Service Ticket Management system.
  • Performing knowledge transfer on the use of the ticket management system.

Technology Lead, Shared Information System Management (SIMS)

University Health Network (UHN)
, Canada
04.2007 - 10.2011
  • Planning, leading, and managing the transition of provincial applications from project phases to operations and function as a liaison between the project teams and IT teams. Providing recommendations and decisions on implementation strategies, deliverables, and schedules to all management levels.
  • Vendor management to ensure Service Level Agreements are met, adherence to requirements, as well as participate in contracts renewal terms and conditions.
  • Designing, implementing, and continuously reviewing support processes and procedures, including incident, problem, change and release management processes.
  • Consulting with support teams on major incidents and conduct root cause analysis (RCA).
  • Planning and managing application upgrades and enhancements in conjunction with stakeholders as well as function as an escalation point for technical issues.
  • Coordinating systems solution testing, implementation, and post-implementation review.
  • Key Projects and Achievements: Successfully managed the Service Management transition project from current service provider to the new service provider for ITSM and Service Desk towers.
  • Coordinated training of 150 IT staff on the new ticketing Tool “ServiceNow”.
  • Lead the decommissioning of the old Data Centre, including lease returns and disposal items.

Technical Lead, IT Corporate Stores dept.

Sears Canada Inc
Toronto, Canada
01.2000 - 04.2007
  • Providing specialized expertise in the research, specification, design, testing, installation, and maintenance of IT applications pertaining to retail store systems. Consulting between Business and IT departments to implement proper information technology solutions to resolve business needs.
  • Planning, scheduling, coordinating, and monitoring implementation and rollout as well as in the resolution of application technical problems for overly complex systems.
  • Interfacing with vendors in evaluating new software and recommend enhancements to better meet business needs.
  • Key Projects and Achievements: Travel to new store opening or relocations and perform complete system tests prior to opening.
  • Managed and maintained the IT Corporate Stores testing lab.
  • Provide approval and Sign-off for all devices to ensure optimal operation for opening day and beyond.

Education

Certificate - Management Skills for New Supervisors and Managers

Canadian Management Centre
12.2012

Certificate - Business Skills for Managers

Schulich Executive Education Centre
12.2012

Certificate - Information System Management

Ryerson University – The Chang School of Continuing Education
12.2010

Diploma - Business Computer Systems

Seneca College of Applied Arts & Technology
12.1999

Diploma - Ontario Secondary School Diploma (OSSD)

Ecole Secondaire Etienne-Brûlé
12.1995

Skills

  • IT strategy and project management
  • Vendor and budget oversight
  • IT procurement and asset management
  • Service delivery and risk assessment
  • Team leadership and stakeholder engagement
  • Effective communication and negotiation
  • Collaboration and teamwork
  • Performance tracking and evaluation
  • Operational management and efficiency

Volunteer Work Experience

  • Aria Condominium Inc, 03/01/20, 03/01/21, Director, Board of Directors, Govern the corporation with leadership, strategic direction, and planning., Provide direction in the formation and implementation of policies for the corporation., Attend monthly meetings to review financial reports and make decisions on spending., Participate in all functions of the board (i.e.: board recruitment, planning, evaluating, providing resources, meeting with vendors as needed and consulting on various issues).
  • Allenby Daycare Inc, 09/01/16, 08/01/19, Director, Board of Directors, Govern the corporation with leadership, strategic direction, and planning., Provide direction in the formation and implementation of policies for the corporation., Attend monthly meetings to review financial reports and make decisions on spending., Participate in all functions of the board (i.e.: board recruitment, planning, evaluating, providing resources, meeting with vendors as needed and consulting on various issues).
  • Aga Khan Development Network (AKDN), 11/01/11, 12/01/12, IT Specialist, Providing overall strategic direction, plan and structure for Service Ticket Management System and Monitoring Tool and recommend appropriate solution., Consulting with the IT Team to gather requirements and researching on best practices., Configuring, implementing, and maintaining Service Ticket Management system., Performing knowledge transfer on the use of the ticket management system.

Languages

English
Native/ Bilingual
French
Native/ Bilingual

Certification

  • 2021, Azure Administration AZ104T00
  • 2015, ITIL v3 Expert – ID 2000185959
  • 2009, Project Management Professional - PMP – ID 1285316
  • 2007, CompTIA Network+ – ID COMP001006311187

Affiliations

  • Soccer coach for Girls Soccer U15-U18
  • Avid Golfer

Personal Project

Montgomery House Addition Project, 02/01/13, 04/01/14, Project Manager, Managing construction effort to ensure project is completed in accordance with design, budget, schedule, and quality., Consulting with trades such as Designers, Engineers, Contractor and Supplier to ensure all project milestones are completed as per requirements and to Ontario Building Code., Ensuring all documentations are adequate for permits and inspections requirements., Managing and Controlling budget as well as adjust cost to keep the project on budget., Proactively identify and resolve site related issues that may impede Project delivery timeline.

Timeline

Senior Manager, Information Technology

NORR Group Inc
07.2020 - Current

Director, Board of Directors

03.2020 - 03.2021

Director, Information Technology

Namaste Technologies Inc
12.2019 - 05.2020

Director, Board of Directors

09.2016 - 08.2019

Senior Manager, Technology Operations

Grant Thornton LLP Canada
05.2016 - 12.2019

Senior Manager, System Operations

Bell Canada Inc
11.2015 - 05.2016

Project Manager

02.2013 - 04.2014

IT Specialist

Aga Khan Development Network (AKDN)
11.2011 - 12.2012

Service Manager, IT Service Management

eHealth Ontario
10.2011 - 11.2015

Technology Lead, Shared Information System Management (SIMS)

University Health Network (UHN)
04.2007 - 10.2011

Technical Lead, IT Corporate Stores dept.

Sears Canada Inc
01.2000 - 04.2007

Certificate - Management Skills for New Supervisors and Managers

Canadian Management Centre

Certificate - Business Skills for Managers

Schulich Executive Education Centre

Certificate - Information System Management

Ryerson University – The Chang School of Continuing Education

Diploma - Business Computer Systems

Seneca College of Applied Arts & Technology

Diploma - Ontario Secondary School Diploma (OSSD)

Ecole Secondaire Etienne-Brûlé

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