EXECUTIVE SUMMARY

IT Professional IT Service Management [Project Management ICT Team Lead ICT Process & Development IT Asset Management Service Desk ICT Customer Support Technology visionary professional with hands-on experience in the energy sector, strong track record of success in creating robust IT platforms, architectures and infrastructures. Ability to bring the benefits of IT to solve business issues while managing cost and risks. Lead development and deployment of latest technologies and applications, provide strategic direction to senior management on technology.

Result-Oriented technology industry leader and engineering principal, pioneering and managing complex IT solutions designs including cloud-based applications. Fifteen+ years of requirements and infrastructure analysis expertise to drive business development and retention to customer- focused success.

Provide leadership vision enterprise-wide via decisive and insightful executive leadership, guiding daily operations and policy implementation through strategic thinking and decision- making.

Known for seamlessly coordination and collaboration with internal organizations and third- party partners.

Build and lead high-performance teams to manage, implement and streamline complex IT designs.

Foster virtual team collaboration using relationship building and communication improvement.

PROFESSIONAL EXPERIENCE

Designation Organization Period

Assistant Manager IT Cynergyico Pk Limited (Formerly Byco Petroleum Pakistan Limited), Pakistan

Current

IT Service Manager HRSG SSP – Pakistan / (Client: BYCO Petroleum) Jan 2021 - Sep 2021 ICT Service Lead/Head Quintica Gulf IT Services L.L.C – U.A.E Nov 2014 - May 2019 Technical Support Engineer IMEDIA Integrated Media Solutions L.L.C – U.A.E Oct 2008 - Nov 2014 Customer Support Executive ESqaure Private Limited – PAKISTAN Nov 2006 - Apr 2008 Technical Customer Services MARSON USA Corporation – PAKISTAN Jul 2004 - Jun 2006 CORE AREAS OF EXPERTISE

1. Team Leading Expertise + ITIL certified 2. Team Building & Leadership 3. IT Strategy & Execution 4. Tact to deal with multicultural personnel 5. Strong Project coordination abilities 6. IT Delivery & Project Management 7. Leading Edge Software Deployment 8. Vendor & Contract Negotiations 9. Organizational Design & Restructuring 10. Involved in Process Improvements PROFESSIONAL DEVELOPMENT (COURSES AND CERTIFICATIONS)

(ITIL® Expert) Certified ITIL ® v3 Expert, (ITIL® MALC) Managing Across The Lifecycle Certificate, (ITIL® PPO) Planning, Protection and Optimization, (ITIL® SOA) Service Offerings And Agreements,(ITIL® OSA) Operational Support and Analysis, (ITIL® RCV) Release, Control

& Validation, (ITIL® ITILF) Foundation Certificate in IT Service Management, PMP Advance training 2009, (MCSA) Microsoft Certified Solutions Associate, (MCP) Microsoft Certified Professional, (MCSE) Microsoft Certified Systems Engineer, (MCSA) Microsoft Certified System Administrator, (MCTS) Microsoft Certified Technology Specialist, (MCSAM) Microsoft Certified Systems Administrator Messaging, Microsoft Certified IT Professional (MCITP) Muhammad Noman Ansari

Mobile: +92-331-****-***

ad2o20@r.postjobfree.com

Karachi, Pakistan

Experienced & Skills:

Experience in IT Service Management, Operations and Delivery with extensive knowledge in designing, implementing and continually improving ITIL processes in line with ISO 20000 standard.

Successfully led the implementation and audit of ISO/IEC 20000 standard for IT Service Management.

24/7 Shift / Team Management – Service Desk, Resource Planning and Utilization, Compliance and

Adherence to Service Level Agreements, Policies and Procedures, Escalation Management, Capacity & Availability Management, Risk Management, Stakeholder and Business Relationship Management.

Defining and measuring Key Performance Indicators (KPI). Preparing Service Level Reports and presenting to the management – Ticketing trends, Data analysis, shift-left, KPI status, Corrective actions, CSI initiatives, CSAT, Automations, Cost and Effort savings, etc. along with the Service Improvement Plan.

Hands-on experience in driving Major Incidents as Incident Manager, Root Cause Analysis

(RCA) and future incident prevention/risk mitigation as a Problem Manager, chairing Change Advisory Board (CAB) meetings - reviewing changes, evaluating risks as a Change Manager.

Driving Knowledge Management across the organization to reduce incoming calls to IT Service Desk and improve First Level Resolution to provide speedy resolutions.

Liaise with business for Requirements Analysis, Planning and Budgeting, performing Business Impact Analysis (BIA) and negotiating SLA’s PROJECT

Quintica Gulf IT Services L.L.C, Abu Dhabi, U.A.E

Project for Emirates Nuclear Energy Corporation (ENEC / NAWAH):

Emergency Response Center (ERC) Project – Successfully implemented it by installing & configuring systems / IP phones / printers within strict time frames.

Successfully deploy Assets management procedure for this site.

Successfully implemented System setup with networking as well as support Wall screen with connects our domain systems.

Successfully upgrade the system to windows 10 with MS office 2016/365.

File Server Manage for Storage Backup.

Making sure Clickshare USB, Screen and sound system are functional.

Apply SAP configuration successfully in order to test some module of SAP for ENEC systems.

Auditorium Wall screen & LED monitor are operation during Drill & presentation days.

Training provided to WPO and end user’s.

I-Media Integrated Media Solutions L.L.C, Dubai, U.A.E

Project scope & my responsibilities cover to:

Provide systematic, disciplined & analytical solution to requirements definition.

To successfully deploy Windows Platform in the organization.

Install OS, application software & Basic diagnostics of hardware & software.

Decommission, Re-commission IT, Installation, Rollout.

According to ITIL Standard to make sure the all things is going too smoothly.

Work on complex configuration backbone/ IP Network issues to manage within the set KPI’S

Provide first level support to all Windows PC users regarding computer related problems & Inquiries.

EDUCATION (ACADEMIC AND PROFESSIONAL)

MS (CS), Master of Science in Computer Science, Preston University, Karachi, Pakistan

Certificate in Information Technology (ONWIRE), Karachi, Pakistan

MCSE, Microsoft Certified Systems Engineer

PMP, Project Management Professional

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