Nur Omar Emil Umpar

Aligned project delivery processes to the EOS methodology at the CEO’s direction. Facilitated client kickoff meetings, ran L10 EOS meetings, managed global standups, ensured task quality, and used Claude AI for administrative work to improve response time.

Organized engineer progress meetings to remove blockers and maintain projects within quoted budgets and timelines. Created and standardized project templates, updated project phases/tasks to match agreed schedules, and used Autotask to assign tasks and coordinate with 3rd-party SaaS providers.

Followed the PAX8 methodology on projects and handed over to Service Desk after sign-off and completion. Led client kickoff planning, identified risks, built project plans, processed subscription and license orders post-quote, managed office transfers, and handled client updates and KB articles in Halo.

Coordinated rollout scheduling with internal and 3rd-party developers and administered Pronto Xi, IBM Cognos, Microsoft Office 365, and Azure AD with on-prem Active Directory. Updated store infrastructure diagrams, produced progress reports for franchisees, and monitored networks via Meraki while distributing tickets through Service Desk Plus.

Collaborated with developers on integration rollout of service changes led by the Scrum master. Documented work in JIRA, verified test outcomes via logs/system reports, and owned incident and change request tickets until resolution as part of the Business Transformation team.

Supported cloud eServices implementations for clients and facilitated cross-team collaboration internally and externally. Managed daily standups for developer rollouts using PCDs, resolved critical client issues in bridge meetings with NOC support, and ensured business-critical matters were handled in a timely manner.

Led client onboarding after kickoff and ensured smooth handover to support upon project completion. Coordinated digital transformation of client communications, liaised with client IT for multi-location setup, performed knowledge transfer, and created custom KB articles for clients.

Provided Avast anti-virus support and then supported Netregistry website registration and technical assistance. Helped resolve customer issues related to web hosted services and registration processes.

Resolved Active Directory access issues and supported Windows XP to Windows 7 migration for UBS by creating and escalating process-improvement tickets when migration problems were reported. Applied ITIL best practices and Six Sigma to deliver high-quality support, including Office 365 administration and application issue troubleshooting.

Provided Windows XP to Windows 7 migration support, including Office 365 administration and resolution of Active Directory access issues. Tested new system updates and validated whether process changes were required, using Bomgar-trained remediation tooling.

Administered LMI and Symantec servers and supported eCommerce website availability. Managed learning content via ViewCentral LMS, including SCORM creation/testing and data management.

Served in the global NOC for cloud computing and later supported the Global Program Management Office role. Mitigated service impact with clients, prioritized tickets to achieve SLA goals, managed governance for project changes, and handled incident management to prevent SLA breaches.

Supported application, OS, and encryption needs for users while participating in measurable service delivery process improvement meetings. Served as an escalation point, performed weekend chat support, and provided service desk support for XP applications and Windows 7 migration while maintaining ISO 20000/20001 compliance.

Provided Tier 1.5 technical support and acted as HR POC for a team of trainees transitioning to production. Supported MSN/Qwest DSL subscribers and web hosting services, performed troubleshooting and analysis, and contributed to process improvement efforts.