Ash Alam Email & Phone Number

Coventry, England, United Kingdom

Kapsch TrafficCom is a globally renowned provider of transportation solutions for sustainable mobility with successful projects in more than 50 countries. My worldwide team of 35-55 team members supports the company in various roles and functions of service and IT. Using automation to increase efficiency my duty is to provide momentum, stability, and.

West Midlands, England, United Kingdom

As a Head of IT with expertise in the public, commercial, and non-profit sectors, I am brought into a firm that requires assistance with line management, IT and digital services, transformations, team building, and team management, including best practices. Managing the financial budget, determining future investments, and ensuring that costs are tracked.

Birmingham, England, United Kingdom

• My responsibilities include managing the global service centre/operation (40-50 people), which is divided into a 3rd party who is managing the initial contact (1st line, 2nd line support). An internal IT (global) team.
• Creation of SLA, KPIs and FTR which are achievable, measurable and realistic.
• Developing and training a UK junior desktop support engineer to achieve his probation.
• Upskilling myself to learn bespoke applications, ITSM tools and new ERP and CRM solutions.
• Restructuring the multiple teams and defining roles and responsibilities including expansion.
• Adoption of best practices to the ICT global team, divisional champions and global field engineers.

Wolverhampton, England, United Kingdom

• For a managed service provider with more than 93 clients and more than 10 reporting staff, I play the job of operations and service delivery manager. The position includes maintaining client connections as a single.
• Increasing the SLA from 60% to 99% while maintaining consistency.
• Developing, maintaining, and delivering a patch management plan for all customers.
• Recruiting, onboarding, training, and advising service desk personnel on best practices.
• Obtaining ISO9001 and ISO27001 certifications, as well as implementing an ITIL environment.
• Hosting monthly team trips and developing an internal SharePoint site for Managed Services.

Birmingham, United Kingdom

In my position, I have onboarded and managed a total of 12 workers. This equated to 8x onshore and 4x personnel offshore (in India) for a managed service provider. During my time working for the organisation, I trained 8 times as many new recruits, offering continuing coaching and mentoring on best practices while providing useful feedback in 1-on-1.

Birmingham, United Kingdom

As a 1st and 2nd line analyst, my responsibilities included supporting 16 clients/customers with their Dynamics and Azure environments, serving as a point of escalation, and assisting the team leader and management in any way possible to keep the service functioning. This is where I passed my Azure Fundamentals exam within 30 days of joining the firm. All.

Supporting companies such as Marston’s, Byron Hamburger, and Caffè Nero are also many more. I have been collaborating closely with Team Leaders and Service Desk Managers to teach the service desk about P1 and P2 incidents, escalations, 3rd party communication, processes, and complaint handling. From my previous Incident Management experience, I have been.

Solihull & Merryhill

To have face-to-face interaction with customers, work towards monthly targets, and be competent in building customer relationships that inspire confidence and loyalty. Objection handling and overturning a negative to a positive for customers and colleagues. Out of all the ISDEs make the 1st impression with a NEW client “Jessops” to train staff and sell.

West Midlands

Training and certification as a natural gas engineer, electrician (sparkie), plumber and carpenter. While learning all of these abilities, I assisted my father with his day-to-day business operations, including accounting and third-party management. I took a break from IT after my father's heart attack, and I took over the family business so he could rest.

Birmingham, United Kingdom

My role included collaborating with IT Project Managers to develop focused plans and solutions. Monitored team progress toward the prompt delivery of goals. Ensured deadlines were successfully met. Drafting reports and working with the management team. Engaged in focused planning and goal development. Motivating the team to achieve high standards all under.

Birmingham, United Kingdom

• 1st Line Support - October 2012 - April 20142nd Line Support - April 2014 - December 2014Initially, this was a one-month contract, but with hard work and determination, I was made permanent. My expertise and desire to.
• Training as a Major Incident Manager MIM (outside of working hours)
• Providing 1st/2nd line support to users
• Administering the IT department's policies and procedures
• O/S - Windows XP, Windows 7
• Office - 2007, 2010, 2013