Management Service

M U HA M MAD FAIZAN I F T I K HAR

A ddress: House # A-37, Block-A, KDA Officers Society, Karachi, Pakistan.

M obile: +92-333-*******, Email: ***************@*******.***

N ationality: Pakistani, D ate Of Bi rth: 20-Jan-1982, S tatus: M ar r ied

O BJECT IVE

To enhance & utilize my skillset for enabling my employer for achieving i ts

organizational goals with honesty and due diligence.

S TRENGT HS

• Team Player

• E ffective Communicator

• P roblem Solver

• Responsible & Diligent

• A bility to work under pressure

• Capable of facing new challenges

• Service Desk Operations

E XPER IENCE

E nglish Biscuit Manufacturers as S upervisor – I T Help Desk

J une 2013 To Ma rch 2015

J ob Responsibilities

Help Desk Operations

• Ensuring the smooth operation of the IT HelpDesk Team as a team lead

• Operate the support structure for ~450 users (nationwide) by ensuring the

complaints are t imely logged, attended and resolved as per internal SLA.

• Engage with helpdesk engineers for technical resolution of incidents.

• Ensure ISO 20000 processes for Incident & Change management are

followed

• Random feedback from end users for achieving end user satisfaction.

• Looking after IT scrap, removal (from user) to disposal (sell to vendor)

• Review and coordinate with suppliers for planned maintenance as per

contract.

• Review & coordinate with suppliers for needed solutions & services along

w ith negotiations and cost comparisons.

• Conduct end user t raining sessions for new deployed systems for better

u tilization.

Team Management

• Conduct reviews on monthly / quarterly basis of the team.

• Provided counseling of junior team members for their day to day challenges.

• Conduct inhouse t raining sessions for relevant technical solution

adaptation.

B udget Management

• Maintain IT inventory & its aging (expiration) for yearly replacement

forecasting.

• Recommend technical specifications and hardware models for the fiscal

year budget.

• Maintain & t rack IT budget sheet for Capital & Revenue expenditures

against budget.

Management Reporting

• Analyzing and identifying t rends in the incident category & highlight key

p roblem areas.

• Enforce procedures for the IT department inline with ISO20000 processes.

• Zonal lead for 5S audit and compliance.

• Review and report budget utilization t rend.

Projects

• Transformation of IT Help Desk to IT Service Desk following ISO 20000

p rocesses. Also developed process f lows for all 13 processes.

• Automate IT Service Desk processes for incident management using system

center service manager (SCSM 2013). All IT inventory also maintained in the

SCCM CMDB for better information management for each incident t icket that

is opened in the system.

• 300 desktop speedy rollout in 2 weeks from OS to all applications using System

center configuration manager (SCCM 2013). SCCM was also used on weekly

reporting for identifying potential problems on the user computer by proactive

monitoring of user computers health (eg hard disk utilization)

• Inspection and t roubleshooting of 450 users after migration from AD 208 to AD

2012 and migration from old data center to new data center.

• Training of all end users on LYNC 2013, SCSM 2013 Portal & Basics of IT

Service Management.

• Inspection and t roubleshooting of 14 remote offices (nationwide) after

m igration from old ISP setup (decentralized mult iple ISPs) to new ISP setup

(centralized ISP).

T he Resource Group as S upervisor - Operations

J une 2012 To May 2013

J ob Responsibilities

• M anaging a team of 20 Members and their daily basis evaluation reporting.

• T raining and development of staff. Motivation, leadership for a team and

developing future leaders.

• Sustained SLAs and Abandon threshold to provide customer support beyond

excellence.

• Participated in meetings and coordinated with different departments at Qubee to

formulate a comprehensive strategy for providing Exceptional customer support

and back office services

• Compliance & Quality Assurance: Ensuring that all compliance guidelines are met

based on Client and company constraints. Involves coaching team managers and

agents by analyzing their current skill set. Involved in random sampling where the

agent is monitored and Feedback is given. Projecting overall analysis of campaign

t rends i.e. errors or straying from set constrains. These reports are then sent

forward to be viewed and acted on by higher management

• Meeting with Different department in order to stream line pointed issues

• Develop daily task priorities for the team and dispense i t to the team members

• P repare and conduct weekly product related quizzes including latest product

u pdates.

• E nsure call standards are maintained with respect to greeting, problem

i dentification, proposed solution and conclusion.

• Talking staff/clients through a series of actions, either face to face or over the

telephone.

• T roubleshooting system and network problems and diagnosing and solving

hardware/software faults.

• P rovide problem analysis and resolve client issues with the aid of available

helpdesk tools

T he Resource Group as T eam Lead – Operations

J une 2011 To June 2012

• To manage the day-to-day planning, to offer creative solutions.

• Possesses certain additional supervisory level authority for reversal of charges.

• Compiling reports on team's performance and customer feedback. Communication

and being a focal point of dissemination of information from management to team

and vice versa.

T he Resource Group as T echnical Support Executive

J une 2009 To June 2011

OVYX Engineering Consultants (London, UK) as Junior Telecom

E ngineer

M ay 2008 To Nov 2008

J ob Responsibilities

• M anage Field Engineering team of 2 Rigors, 5 engineers and technicians

• P lanning and scheduling planned and unplanned work

• D iagnosing breakdown problems

• Carrying out quality inspections on jobs

• Communicating with client departments and customers

E DUCAT ION

M asters in Mobile Computing & Communication Passed

Out in July 2007

U niversity of Greenwich, LONDON, UK

B achelors in Computer Science Passed

Out in Feb 2005

Petroman Institute of Science & Technology, Karachi, PK

H igher Secondary Certificate Passed

Out in April 1999

Public School Hyderabad, Hyderabad, PK

R EF ERENCES

Reference will be furnished according to request

Contact this candidate