Imran Khan Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

• Manage and Support IT Operations: Oversee and support all internal IT operations for CAFU and Three More Entities, and over 07 site offices, ensuring seamless functioning of IT systems and services across the organization.• Vendor Relationship Management: Cultivate and maintain strong vendor.relationships to secure competitive pricing for systems and services through effective negotiation and collaboration.• Budget Tracking and Management: Establish and maintain a budget tracking system to monitor available funds for all IT related expenditures, ensuring cost effective management of resources.• IT Strategic Planning: Develop and provide an IT strategic plan that aligns with the organization business strategies and enables the implementation of new business capabilities.• Service Desk Operations: Manage Service Desk Operations using Halo ITSM Help Desk ticketing systems.• Technical Leadership: Offer technical leadership and assistance to the Help Desk and Local IT Team, aiding in the diagnosis and resolution of technical and operational problems to enhance the end-user experience.• Daily ICT Operational Service Delivery: Ensure the daily delivery of ICT operational services and support, maintaining the efficiency and reliability of IT systems.• IT Security Support: Managing IT Security and Security Applications to enforce security policies and standards across the organization.• Application and System Support: Provide support for daily applications and arrange the Microsoft products and services e.g., JIRA, Azure AD, Intune MDM, ERP, Atlassian, JIRA, Clevertap, and Office 365.• Documents Management: Continuously monitor and update documentation.

United Arab Emirates

o Manage and support all internal IT infrastructure of corporations, IT entities, and 75+ site offices.o Ensured competitive costs for systems and services through adept negotiation and by developing beneficial business relationships with vendors.o Created and maintained a budget tracking system to assist with tracking available funds for all IT-related expenditures.o Managed total quality management and quality project costs. Coordinated a cross-functional team of executive representatives. as a liaison between the business and IT communities.o Administered efficient working of the IT operations team and achieved all objectives.o Liaise with management teams for updates on current and future projects.o Developed and implemented short- and long-term projects that enhanced overall operations.o Working on MS SharePoint DMS services along with Windows Server and Office 365 Admin Center.o Ability to coordinate with business units and interact with clientso Point of escalation for incidents and issues that cannot be resolved at the first lineo Monitor and create up-to-date documentation and work instructions, processes, and procedures for the team.o Take part in major incident management in line with organizational processes and assist analysts during the process.

Dubai Emirate, United Arab Emirates

• Support and managed all internal IT infrastructure at Dubai Parks & Resorts• Installation and support of telecommunication equipment. Maintaining a log• of all problems detected and system backups. And managing the field support Engineers• Troubleshoot Systems & network Issues .• Experience in SCCM and Multiple OS Troubleshooting, Apple, windows and Linux.• Worked on the service Desk Team and Remote Support.• Troubleshoot to POS (Point of Sale) machines and Cisco IP Phones.• Managed the office 365 and Used Acronis True Image to Setup OS.• Troubleshoot the Oracle ERP Issues.• Ticketing Application Tool-Service Now• Managed and Troubleshoot Server related issues.• Provides status updates and communicates frequently with/to end-users as• well as with local, regional and global support and management teams• Identifying, Researching, and Resolving Technical problems. Documents,• Tracks and monitors the problem to ensure a timely resolution• Diagnosis of desktop, application, networking and infrastructure issues.• Troubleshooting PC’s, laptops and mobile devices. Providing 1st/2nd line support to users.• Administer the IT department’s policies and procedures.• Dealing with International Peoples from Multiple countries.• Administering and troubleshooting LAN/WAN and Installation of Network Printer.

Mumbai

• Focus on complex issues related to operation aspects that cannot be resolved at lower level support.• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.• Follow up on the open Tickets handled by team and get it to on time closure.• Develop, update and maintain process documents and knowledge base articles• Ensures escalation communication to the customer is timely and accurate.• Help in job rotation at the onsite resources.• Preparing daily workloads for staff & coordinating the daily allocation of work. Motivating the team to achievehigh standards and KPI targets.• Handling new client enquiries and acting as the face of the business. Dealing with and resolving problems andissues which arise.• Monitoring & reporting on standards & performance targets. Arranging & chairing weekly team meetings,focusing on targets & achievements.• Implementing new initiatives. Involved in the recruitment of new staff. Praise team members and creates apositive working environment.• Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurateinformation on individual performance.• Install approved patches into desktops / laptops which have failed automatic update• Troubleshoot print queue related issues Configure appropriate rights and permissions for accessing printers• Ability to quickly analyze & diagnose technical problems• Independently generates solutions based on analytical, technical skills and business knowledge Mentor and• Train to other team members.

Mumbai

• Team Strength 30th No’s.• 24 Engineers.• 6 (Six) Helpdesk.• Ensure the IT level team delivers the highest quality support to customers.• Handling a team of support engineers and ensuring the tickets to be solved with in the stipulated Servicelevels.• Prepare MIS Reports on Excel Sheet.• Report to management weekly with the quality scores and areas of improvement.• Resolve Customer issue and ensure that everything is on time• Client Interaction.• Observe IT Operations activities to determine operating procedure and document.• Managed the service desk team.• Vendor Management and Asset Management.• Coordinate with vendors and teams responsible within to ensure all escalated issues are closed withinstipulated SLA time.• SLA Management – Monitor & report the same to Mgmt. periodically.• Handle major Escalation & ensure speedy resolution• Meet Quality & Quantity measurement as per SLA• Management Reporting & review meetings• Co-ordinate with Engineers at locations and ensure quality service and customer satisfaction• Asset & Inventory Management …• Communicate between user, support staff & other teams.• Ensuring strict discipline within self & team & acting on Emails and replying the same.

Mumbai Area, India

o Configure and deploy desktops/workstations for new users.o Connect deployed machines to the network and ensure user satisfaction.o Provide basic training on PC and equipment usage to minimize future issues.o Respond promptly to user support requests routed through the Service Desk.o Troubleshoot and resolve user technical problems independently or by escalating to ITSC Helpdesk/vendors.o Set up equipment for meetings and presentations upon request.o Support all deployed IT equipment within the department.o Provide server and equipment setup support for projects in locations.o Maintain IT services and hardware at optimal performance levels.o Ensure functionality and accessibility of shared peripherals (printers, scanners etc.).o Ensure all desktops have Company Standard OS with updated antivirus software and automatic updates.o Plan, deploy and commission new servers/workstations with relevant OS and software.o Plan and deploy software adhering to asset management, security policies, and standard operating environments.o Proficient in PC hardware and software installation.o Strong problem-solving and troubleshooting skills.o Excellent communication and interpersonal skills for user training and support.o Ability to plan and manage IT projects within defined policies and procedures.

Master Of Computer Applications - Mca, Information Technology, 65

Bachelor'S Degree, 64%