Hamza Rasheed Email & Phone Number

Dubai, United Arab Emirates

Service Delivery Management:Ensured efficient delivery of IT services, consistently meeting SLAs and promptly addressing issues.Collaborated with IT teams to resolve service-related challenges.Client & Relationship Management:Primary contact for clients, managing IT service delivery and maintaining strong relationships.Managed Office 365 and Google Workspace for 200+ tenants, providing support and regular updates to ensure client satisfaction.Incident & Problem Management:Resolved IT incidents quickly, conducting root cause analyses to prevent recurrence.Developed strategies to improve incident management processes and maintained accurate documentation.Project Management:Led IT projects for service delivery improvements, ensuring timely and within-budget completion.Logistics & Scheduling:Managed logistics for IT service delivery, ensuring optimal utilization of engineering resources and timely service.Technical: • Provided server and network support, handling software/hardware issues and managing antivirus solutions (Kaspersky, Malwarebytes). • Managed Office 365 and Google Workspace, including full support and troubleshooting. • Managed cloud/local backups with Acronis and deployed servers (HP, Dell) and NAS (QNAP, Synology). • Deployed network switches (Aruba, Cisco), access points (Ubiquiti, Meraki), and firewalls (Fortinet, SonicWall). • Provided remote support via Bomgar and conducted onsite visits.

Islamabad, Islāmābād, Pakistan

• Successfully completed a project involving the configuration of servers, network switches, access points, and CCTV systems, ensuring efficient installation and operation by effectively managing the cabling team.• Led a team of 5 professionals, strategically assigning tasks according to individual expertise to enhance overall productivity and project outcomes.• Maintained seamless IT operations across the company, implementing best practices to ensure minimal downtime and swift resolution of technical issues.• Provided comprehensive support to over 200 employees, addressing a wide range of technical issues including email, software, hardware, network, and system-related challenges, both onsite and remotely.• Managed email services and local backup solutions, ensuring data integrity and security while coordinating with vendors for IT purchasing and service renewals to optimize resource allocation and service delivery.• Fostered strong relationships with employees to better understand their IT needs, resulting in improved support and increased user satisfaction.

Islamabad, Islāmābād, Pakistan

• Played a key role in the maintenance of the Islamabad and Rawalpindi Metro project.• Monitored network devices using SolarWinds NMS.• Created tickets in OTRS upon detection of down nodes or warnings.• Assigned tickets to field engineers and coordinated onsite visits to diagnose and resolve issues.• Conducted case investigations and closed tickets upon resolution.• Provided CCTV support for all 24 metro stations, ensuring continuous surveillance and security operations.• Visited onsite to troubleshoot camera issues and resolve problems related to cables, switches, or firewalls.