Arshad Ahmed Email & Phone Number

• Lead and mentor Level 1 and Level 2 Systems Engineers to cultivate a collaborative and high-performing team environment.• Provide strategic direction and guidance to ensure effective team operations and foster professional development.• Collaborate with the Client IT Leadership team to pinpoint opportunities for continuous improvement in IT services and infrastructure.• Develop and execute strategies to elevate service delivery and align IT initiatives with client business objectives.• Maintain compliance with SLAs, ensuring timely and efficient service delivery.• Proactively address and resolve escalations to uphold high levels of customer satisfaction.• Analyze service performance metrics and implement enhancements to improve customer experience and support.• Offer advanced technical support for complex issues, serving as the escalation point for unresolved problems.• Coordinate with internal and external stakeholders to swiftly resolve critical incidents and service disruptions.• Actively participate as an interview panel member during the hiring process for new Service Desk Engineers, contributing insights and expertise to ensure the selection of qualified candidates.

Provide Leadership for L1 and L2 Systems EngineerWork with the Client IT Leadership team on continual IT Service and Infrastructure improvement.Maintain SLA, Customer Satisfaction and provide Escalation support for the team.

• Provide comprehensive L1 and L2 technical support to clients across Australia, New Zealand, UK, and USA, ensuring prompt resolution of issues.• Resolve a diverse range of technical problems encompassing hardware, software, and network-related issues.• Manage and troubleshoot IT infrastructure, including servers, networks, and end-user devices.• Perform routine maintenance and upgrades to optimize IT system performance and security.• Support and manage technologies such as VMware, Microsoft 365, Active Directory, Windows Server, IP telephony, and VOIP systems.• Configure and oversee Cisco networking equipment, including access points and VPN solutions.• Implement best practices and security measures to uphold the reliability and security of network infrastructure.• Provide exceptional end-user support, addressing technical concerns and enhancing their IT experience.• Educate and guide users in the effective utilization of IT resources and tools, including Windows Desktop OS.

Colombo, Sri Lanka

Qatar

Readymix Qatar or member of LafargeHolcim• Provide daily operational support and system administration for IT infrastructure to ensure smooth operations.• Oversee the maintenance and optimization of servers, networks, and critical IT systems.• Deliver comprehensive end-user support for over 200 endpoints across more than 10 locations in Qatar, serving 300+ users.• Promptly troubleshoot and resolve technical issues to minimize downtime and enhance user productivity.• Coordinate IT support and services across multiple locations to maintain consistent performance.• Manage and maintain a server room housing 10+ physical servers, networking devices, various business applications, NAS drive, SAN, and tape drive backups.• Offer comprehensive support for an in-vehicle monitoring system (IVMS) to users managing a fleet exceeding 300 vehicles.

As a student worked with the school IT Consultant on school website re-development and launch.

Master Of Business Administration - Mba, Global Mba

Bachelor Of Science - Bsc Hons, Computer Networks, First Class

Education record