Faisal Rahman

• Service Delivery & L2/L3 Leadership: Spearhead end-to-end production support and service delivery operations for
enterprise Microsoft Dynamics 365 (D365) Commerce and Modern POS ecosystems across multi-region retail stores.
• Incident & SLA Optimization: Maintain 99.2% SLA compliance for critical P1/P2 incidents by establishing streamlined
escalation matrices, automated ticket routing, and rigorous incident triage standards.
• Enterprise Systems Integration: Oversee seamless data synchronization and interface troubleshooting between D365
POS and payment gateways for order fulfillment, refund processing, and tax exemption workflows.
• Root Cause Analysis (RCA): Lead structured RCA investigations on recurring technical outages, reducing repeat POS
transaction failures by 35% through targeted system patch deployments and configuration fixes.
• Team Leadership & Mentorship: Direct and mentor a team of 12 support engineers, driving continuous capability
development, performance evaluation, and technical training on D365 retail modules.

• Retail Infrastructure Management: Managed L2 application support and store technology operations for 150+ retail
outlets and showroom locations globally for TJX.
• Store POS Operations Support: Resolved complex transaction processing errors, gift card balances, customer profile
syncing, offline mode database sync, and peripheral connectivity issues across store terminals.
• Release & Change Deployment: Coordinated application updates, patch releases, and configuration deployments
across POS terminals and back-office servers, ensuring zero downtime during high-volume retail promotional events. Stakeholder & Vendor Collaboration: Collaborated closely with third-party software vendors, hardware providers,
and store operations managers to resolve critical IT service bottlenecks within strict turnaround times.

• Identity & Access Management: Managed Azure Active Directory (Azure AD) user provisioning, access management,
password resets, and CyberArk authentication and Intune support while ensuring security compliance.
• Microsoft 365 Administration: Administered Microsoft 365 by creating and managing shared mailboxes, distribution
lists, and user accounts to support seamless business communication.
• Retail Infra Support: Provided L1/L2 IT support for Billing systems, payment terminals, printers, and registers,
resolving technical issues quickly to minimize downtime and maintain smooth warehouse operations.

• Internal User Support: Managed end-to-end enterprise application and identity lifecycle assistance for global
corporate users.
• Application Support & Incident Management: Resolved high-volume technical incidents involving interconnected HR
portals, privilege configurations & application security.

• Enterprise Hardware & System Support: Delivered high-tier technical resolution frameworks for enterprise HP
computing systems globally.
• System & Network Troubleshooting: Diagnosed complex underlying issues related to system hardware diagnostics,
OS image configuration, and corporate network connectivity.