Sanjeet Arbin Kumar
Te Kauwhata,New Zealand
Summary
Citizen With a wealth of experience and a proactive mindset, I offer my skills as an I.T. Service Management Consultant and Technical Analyst, consistently delivering customer-centric outcomes across a wide range of integrated platforms. My forte lies in a solution-oriented approach, empowering me to comprehend business intricacies, gather requisites, design intricate workflows, implement automation, and craft impactful solutions. Renowned for wholeheartedly embracing the role of a trusted advisor, I seamlessly collaborate across various organizational levels, propelling enterprise strategies forward through ongoing enhancements. My adeptness lies in strategic task prioritization, guaranteeing evident and measurable high-quality achievements, all while optimizing expenses and enhancing value within Service Management and other integral business systems.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Platform Services Engineer
DDS IT
03.2022 - Current
- Enabling Change and Encouraging Innovation through Ivanti Service Manager and Cherwell Service Manager
- Devising Workflow and Automation using Ivanti Service Manager, Cherwell, and PowerShell
- Customizing and Designing the Customer Portal for third-party clientele
- Adapting to evolving external/market demands, technological shifts, and internal initiatives by facilitating and supporting necessary changes
- Cultivating robust collaborative ties with technical teams and resources including Service Desk, Infrastructure, Security, and external vendors
- Pioneering novel approaches that yield improved outcomes
- Providing continuous support to existing applications encompassing troubleshooting, enhancements, and ongoing enhancements
- Configuring, implementing, and administrating software and its associated services
- Efficiently managing and sustaining customer applications
- Crafting comprehensive Test plans and meticulously evaluating existing reports for approval
- Nurturing operational-level customer relationships over time
- Delivering configuration services and adeptly guiding customers, partners, and internal staff on Platform product utilization
- Developing customized software solutions through adept scripting and configuration methods
- Collaboratively documenting optimum practices for solution development and deployment
- Engaging with stakeholders to effectively gather and comprehend requirements
- Steering daily scrum meetings, orchestrating sprint planning, prioritizing backlog items, and conducting sprint retrospectives
- Translating high-level architectural designs into detailed technical requirements (Jira and JSM integration)
- Taking on the role of leader, mentor, and coach for a Junior Platforms Engineer (in an indirect capacity).
ITSM Applications Developer and Technical Analyst
Foodstuffs North Island, FSNI
03.2019 - 03.2022
- I provided comprehensive support for Cherwell functions across IT, Finance, Merchandise, Payroll, and Property/Facilities departments
- Guided, coached, and mentored an intern to transition into a full-fledged Cherwell Administrator role (with 1 direct report)
- Skillfully designed and automated workflows for Incidents, Service Requests, Change, and Problem management using Cherwell and PowerShell
- Crafted tailored and user-friendly Customer portals (Front end) for a wide array of functions including IT, Finance, Distribution Centre, Facilities, New World, Pak n Save, Four Square, and Gilmour’s
- Diligently managed daily scrum meetings, orchestrated sprint planning sessions, prioritized backlog items, and conducted insightful sprint retrospectives while overseeing a team of 5 software developers
- Precisely translated high-level architectural designs into detailed technical requirements (leveraging Salesforce and Transport Management System (TMS) integration)
- Collaborated closely with stakeholders to effectively gather and analyze requirements
- Engaged with architects to align business systems, processes, and platforms for seamless delivery and operational excellence
- Streamlined user onboarding, offboarding, and active directory processes through meticulously crafted PowerShell scripts
- Revitalized and tailored the Service portal based on user locations while upholding FSNI standards for Support Centre, Datacom, New World, Pak n Save, Gilmour’s, FSNI Transport, and Distribution Centre
- Devised, constructed, and enhanced Change Request and Problem Management modules within Cherwell
- Efficiently managed testing schedules and resource allocation for sprint release deliverables
- Led requirement gathering and executed enhancements for the Configuration Management Database (CMDB)
- Efficiently communicated and onboarded a variety of activities with stakeholders
- Served as a pivotal member of the Continual Service Improvement team
- Exerted a positive influence in fostering a collaborative and enjoyable work environment
- Operated as a scrum master, spearheading daily scrum meetings, refining the backlog, crafting user stories, and actively engaging stakeholders.
Test Environment Administrator
Foodstuffs North Island
04.2018 - 03.2019
- In my capacity as a Test Environment Administrator, I bear the exclusive responsibility for ensuring the stability and integrity of the company's Test environment, spanning across Windows Server operating systems from 2003 to 2012 R2, comprising over 30 Point of Sale Test stations and self-checkout solutions
- My central goal revolves around maintaining the fully virtualized environment, guaranteeing its accessibility for end-users, and executing timely upgrades as they become available
- A crucial facet of my role involves the creation of procedural documents aimed at facilitating seamless production implementation
- My engagements encompass a diverse set of systems, including:
- Led, supported, guided, and mentored a team of 3 Test Analysts and a Test Systems Administrator (with 3 direct reports)
- Managing SAP, Retalix Point of Sale System, EFTPOS, Shop ‘N Go & ESL Solution
- Providing support for BarTender and overseeing HHT Operations, Scale link, and Plus1 Scale Administration
- Serving as the Test Lead for the Orbis fuel replacement project (Phase 1 & 2)
- Administering Windows Server operating systems spanning from 2003 to 2012 R2
- Configuring Motorola MC9190/MC92N0 devices
- Overseeing Central Scale Management Solution administration
- Managing IBM and FUJITSU Server Hardware
- Operating the Acronis Backup and Snap deploy system
- Providing support for the Retalix point of sale system
- Through my expertise and dedication, I ensure the seamless operation of critical systems, enabling effective testing and reliable operations within the company's diverse testing environment.
Test Specialist
Foodstuffs North
01.2016 - 03.2018
- Collaborated with key stakeholders to discern and outline comprehensive Test plans
- Developed, composed, and executed reusable Test cases
- Held ownership of the Test repository, meticulously adhering to testing frameworks and methodologies while documenting Test cases in HP ALM
- Exemplified responsibility in managing and enhancing the Test Repository
- Devised Test plans and meticulously assessed existing reports for approval
- Crafted Promotions and Articles within SAP to facilitate Testing procedures
- Provided valuable support to broader SAP teams by assisting in Test validation and Test Cases
- Generated comprehensive system documentation spanning from Deployment to Production
- Established robust vendor relationships to enhance collaboration
- Served as a coach, mentor, and guide to a Junior Test Analyst, nurturing their growth and skills.
Senior Test Analyst
PCI, Skyzer Technologies
03.2009 - 01.2016
- Pioneered the inaugural contactless solution project in New Zealand, encompassing PCI-DSS compliant hardware, software, and direct currency conversion
- Provided leadership, support, guidance, and mentorship to the Product Support team, overseeing 2 direct reports
- Executed integration, testing, and deployment of diverse retail software applications
- Conducted thorough credit card scheme testing
- Steered project management efforts tailored for corporate clientele
- Successfully integrated a multitude of Payment systems, including LS Retail, Advanced Retail, Retail Directions, Infinity, Ideal POS, Sage Evolution, Pronto, DFS Retail, Exceed, and RMS, with the PC-EFTPOS integrated solution
- Skillfully managed the integration of Pure Commerce (e-pay integration)
- Through these endeavours, I have consistently showcased my adeptness in pioneering innovative projects, providing effective team leadership, managing intricate integrations, and ensuring the compliance of payment systems within a dynamic and ever-evolving retail landscape.
Service Engineer
Cashflow Systems
02.2007 - 03.2009
- Conducting site surveys for the implementation of IEEE 802.11a/b/g wireless infrastructure, pinpointing prime access point placements, and delivering detailed reports detailing recommendations
- Engaging in on-site troubleshooting to swiftly diagnose and rectify wireless infrastructure challenges, offering hardware requirement solutions to clients
- Thoroughly testing and analyzing different data-capturing technology models through the utilization of diagnostic tools and applications
- Proficiently loading software applications and configuring data capturing devices, such as PDA's, for customers' seamless integration and optimal functionality
- Major Projects
- Executed the implementation of Foodstuffs Cherwell ITSM
- Integrated Mercury Ivanti Service Manager (ISM) and Jira Service Manager (JSM)
- New World Club Card Loyalty Management System
- New World and Pak n Save online platforms
- Successfully orchestrated the replacement of POSDM – SAP CARR
- Implemented the Electronic Shelf Labeling System
- Led the Fuel Rebate Management project (Phase 1 & Phase 2)
- Effectively integrated Ali Pay
- Managed the replacement of Tupelo EFTPOS
- Pioneered the implementation of a Contactless Payment solution, marking the first of its kind in New Zealand on the Paymark Network.
Education
Diploma - Computer Systems
Institute of Applied Learning
2007
Trade Certificate in Electronics Engineering - Electronics Technology
Fiji National University
Fiji03.2004
Skills
- Proficient communication and relationship-building abilities
- Effective leadership, coaching, and mentoring skills
- Expertise in IT Service Management (ITSM)
- Proficiency in utilizing Cherwell
- Profound familiarity with Ivanti ITSM and ITAM
- Adept in Agile and Scrum methodologies
- Skillful facilitation of workshops
- Proactive and self-managing attitude
- Proficient in creating user stories and test cases
- Comprehensive requirement-gathering capabilities
- Competent in process documentation
- In-Depth understanding of POS, EFTPOS, and PCI
- Proficiency with SAP and Hybris
- Well-Versed in POSDM (SAP CARR)
- Skilled in Project Management
- Proficiency with Jira & Confluence, PowerShell
- Effective stakeholder engagement
- ERP Experience
- SAP, MYOB
- Retail POS Experience
- NCR Retalix Point of Sale
- NCR Self-Service Checkout
- Advanced Retail
- Ticketmaster
- Vista
- Retail Direction
- DFS retail
- Pronto
- Wizbang
- Sage Evolution
- Ideal POS
- LS Retail
Certification
ITIL v4 Foundation.
ServiceNow Administrator course (Udemy).
Ivanti Neurons for ITSM.
Ivanti Service Manager Consultant.
Ivanti Neurons IT Analyst.
Ivanti Neurons for ITAM.
Practical Leadership Skills (Udemy).
Solution Architecture (Udemy).
Product Management (Udemy).
Microsoft Certified Professional.
A+ Certified.
Stepping up to Leadership (Foodstuffs).
Agile training and practice (Foodstuffs).
Timeline
Platform Services Engineer
DDS IT
03.2022 - Current
ITSM Applications Developer and Technical Analyst
Foodstuffs North Island, FSNI
03.2019 - 03.2022
Test Environment Administrator
Foodstuffs North Island
04.2018 - 03.2019
Test Specialist
Foodstuffs North
01.2016 - 03.2018
Senior Test Analyst
PCI, Skyzer Technologies
03.2009 - 01.2016
Service Engineer
Cashflow Systems
02.2007 - 03.2009
Diploma - Computer Systems
Institute of Applied Learning
Trade Certificate in Electronics Engineering - Electronics Technology
Fiji National University