Ehtisham Ashraf Email & Phone Number

United States

Hanover, Maryland, United States

Keller Group PLC is one of the world’s largest geotechnical engineering company with an annual turnover in excess of $2.7B, offering expertise in piling, ground improvement, grouting, earth retention and monitoring. Spread globally in three divisions (North America - Europe - Asia Pacific, Middle East and Africa) govern twenty three business units that employ 10,000 people in 40 countries across the globe.Some of my strengths and accomplishments in this role include:• Responsible for overseeing IT Services management and Service Delivery for Keller North America's systems, providing support to 4,000+ users and 87 locations. Interview, hire, provide guidance, and manage a team of 13 Service desk Technician/analyst and a supervisor.• Collaborate with AMEA & European IT leadership to standardize accordingly with strategic global plan.• Actively contribute to ongoing process improvements. Provide tactical leadership for my team with direct oversight of Service Desk procedures related to ticket handling and coordination of critical or P1 incidents.• Provide strategic leadership in management and oversight of end-to-end Service Desk programs, Service Desk end user communications, incident escalations, resolutions, and reporting of critical incidents while utilizing standard operating procedures to accomplish the work of the unit and directives• Moderate and manage weekly Change Advisory Board (CAB) meetings, tracking change approvals and streamlining the process.• Develop strategic forecasting of IT inventory and budgeting leading to cost savings ~35%.• Implementation and improvement of Service Now ITSM to align with ITIL.

Catonsville, Maryland, United States

Management of an MSP support team with 12 employees providing support to 10+ international organizations. Morgan Lewis & Bockius LLP, Littler Mandelson, 3M, Catholic Charities, Manatt, Phelps & Phillip, LLP among others. • Ensured new procedures are in line with the ITIL framework.• Performed ticket and call Quality Assurance processed by the team.• Motivated and supported agents to promote continued growth of the Service Desk.• Provide direction to the team in support of management goals.• Create daily metric reports for management.• Accumulate data to create and conduct monthly 1 on 1 reviews.• Assist with implementation of new services.

• Act as a point of contact for escalating calls and emails.• Train new Service Desk Analysts and assist Team Lead with management duties such as managing the queue, escalation calls, complaint handling, assisting other analysts with issues, and managing problem tickets.• Create knowledge base documentation for technical staff and for end-users as a self-service guide based on historical data of most common incidents.• Configured new devices with proprietary software and router/network cable installation.• Deliver an exceptional customer experience, the ability to problem-solve in critical situations, and exemplify positivity and collaboration.• Create and manage User mailboxes through Microsoft Exchange Server 2012

• Windows lifecycle management• User and permissions management in Active Directory• Network infrastructure administration• Assisted end-users through calls and emails by logging incidents to document provided troubleshooting and escalate unresolved incidents to appropriate support teams.• Manage end-user accounts utilizing active directory, OKTA, and Exchange Admin server.• Take ownership of tickets, provide troubleshooting along with status updates to users of unresolved or escalated issues.• Microsoft Office 365 Troubleshooting. Adding Shared Mailboxes, Calendar, Excel Issues, Word Formatting Issues. Creating Templates, Outlook Search Folders, PowerPoint, Recording Macros, SharePoint, Exchange Archiving System for Outlook.• Assist new users via telephone support while setting up security equipment, including performing system configuration, account activation, and customer orientation.• Document all user interactions in the database and update and close the tickets using the inhouse ticketing system.• Provide on-call support to the users and resolve issues remotely over the phone.