خلاصہ

Currently working as Senior IT Officer in Islamabad office and support to Different provinces of offices like Punjab, Quetta, Sindh, and Islamabad office.
To Provide end user support and ensure that all ICT Issue tickets and queries are logged and resolved appropriately, meeting or exceeding Service Level Agreements (SLA). Escalate to Supervisor and well we support to users for global and regional level.
Follow all and implement ICT policies and procedures as betterment or organization.
Manage problem solving, support and assistance for use of office technology (including but not limited to Microsoft Windows workstation, Microsoft Office and Adobe Acrobat).
Provide support for planned technology upgrades for network, systems and applications including servers and WAN/LAN and maintain and ensure availability and capacity of existing network, systems and applications (core services) in coordination with supervisor and Global User Support.
Ensure data protection on data contained on all workstations, make sure that all the workstations are up to date and support in addressing all the vulnerabilities received from ICT security team.
Provide support for installing, maintaining, monitoring of the systems, network peripheral (e.g. IPBX, VC, Biometrics, Printers, Copiers, Scanners, Switches, APs etc.) and their event logs.
Maintain IT equipment (hardware/software/network/telecom) inventory for internal ICT use.
Stand by as per duty roster system prepared by the National information and communications Technology Officer to offer ITC support during non-working hours.
Install and re-locate the organizational units hardware, coordinate equipment servicing and manage user account and grant users with the required access to network and shared resources.
Safe and Secure the Country Offices data/information from viruses/worms, and perform virus detection, removal and prevention for all systems in the mission.
To Provide Assistance in administration and maintenance of electrical (Power backup) and security system


To support users through service desk system. thope.service-now.com/navpage.do
Manage user licensing for documentation
To provide support to end users ensure that all the issue resolved timely by online Service now portal.
The incidents / tickets are managed aporetically
To provide the users, Regional and globally staff.
Follow all and implement organizations and IT polices
Conduct Unified Endpoint Management upgrades
Enroll all users in Mobile Device Management
Manage compliance by all staff with the cross border SOP (ensure that devices are as clean as possible of any legacy data before transiting the border Maintenance, Repair Security
Perform preventative maintenance on all IRC computers and network resources.
Develop and review backupdisaster recovery plans for the Pakistan Country Programme
Diagnosis and resolution of routine hardware and software issues.
Support core IRC applications such as Office 365, Teams and Box and provide 1st line support for finance and bespoke, in-house applications.
To complete the installation of SUN systems for finance users in Pakistan country programme
Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.
Maintain IRC computer software/hardware inventory ensuring accuracy.
Create and maintain network documentation to include IP address, system access, email creation system, upgrades and changes to original network, etc.
Closely collaborate with International and HQ IT team on helpdesk, connectivity and other in country and global IRC IT projects.
I am working in different projects funded by USAID- WEEA Women Economics Empowerment
User Support System Administrator
To Provide high-level technical support to IRC Pakistan staff and Asia Regional staff with day-to-day problems they may encounter while using the IT systems.
To Serves as a technical expert in the area of system administration and IT infrastructure including internet access, firewall/router, network devices, printers, backup systems and other IT-related support tasks.
Monitors IT infrastructure and applications for service interruptions, security incidents, escalates and notifies IT Helpdesk team as needed to resolve issues.
Work closely with IT HQ and local colleagues as we regional IT team

Laptop Computer Management
Perform setup new computers with the IRC approved software image and ensure that all IRC specific applications are installed and correctly configured.
Perform repairs and replacements of software and hardware peripherals.
Maintain up to date inventory of IRC laptops in ServiceNow.
Security Compliance
Monitor data security compliance and ensure IT procedures are followed.
Ensuring internal compliance (including IT, vulnerability scans and, etc.) are executed in a timely manner.
IT Management and Maintenance
Maintain accurate documentation for system installations, configurations, upgrades, and disaster recovery activities.
Perform failure analysis and determine corrective action plans.
Collaborate with program teams to understand their IT requirements and implement solutions that fit into the mission of the program and IRC.
Cooperation with support vendor might be required when solving technical issues or implementing.
Advise on procurement, upkeep of IT products, and oversee hardware and software license renewals.
Create, implement and manage backup solutions for office/individual users and provide the necessary training on the use of these back-up solutions.
Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.
To frequent visits to IRC filed offices in all over the Pakistan
This position falls in Pakistan Country Program there is reporting to IT Coordinator
Installation Configuration of
Laptops, printers and peripherals.
Management of software installation either manually or using remote deployment tools.
Local Area Network, wireless network, essential network services peer-to-peer or client server architecture, as appropriate
Installation of Computers
Training, Evaluation, Testing
Develop and implement user and support staff training, including training on basic care and maintenance of computers and equipment for users.
Test and evaluate new technology.
Prepare and submit reports that provide sufficient detail for HQ to understand the country offices computer environment, needs, IT staff availability and skill levels and future plans.
IT Asset Management
Using Online IRC Globally portal of Inventory Management System. Here is the link.
https//nethope.service-now.com/navpage.do
and also attended the online training of Asset Management System.
Perform annual IT Audit as requested.
Create and maintain network documentation to include but not limited to IP address, system access, email creation system, upgrades and changes to original network, etc.
Maintain an updated IT Asset Registry, including software licensesIdentify/Monitor needed MSA/MPA for the IT related equipment
Policies Protocols
Develop appropriate protocols for regular maintenance of all IRC computer related equipment.
Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements.
Develop and monitor IT related tasks through the development of Checklist and scheduled tasks.
To ensure Respond to the Service Now tickets and provide rapid response to the queries of users. Service Now online tool for supporting to staff timely.
Complete support to users via MS Teams and other remote support softwares
Connectivity updated in all office
To Responding within agreed time limits to helpdesk calls
Provided prompt, knowledge, courteous computing support services over the phone and via email remote assistance
When ticket assigned any concerned staff at that time issue fixed / processed for other options
To ensure all Staff using BOX share folders properly
To ensure all Staff enrolled in Self-Service for password reset
Frequently facilitate to staff for facing any issue with BOX
To establish proper IT Infrastructure as per IRC IT Policy standards
To maintain all IT equipments and Gadgets
Inventory updated and shared with IT Coordinator
Time to time audits of Computer Laptops
Design IRC Field offices Network
Ensure smooth LAN administration while maintaining standards of HQ.
Management and implementation of Networks.
Ensure safe and secure emailing system.
Ensure safe and secure working of office networks and adopt necessary measures to keep the networks/workstations free from viruses.
Responsible for hardware and software trouble shooting
Manages systems, networks facilitate users as par policy.
Responsible for the security of network system.
To make sure that all hardware and software license agreements are fulfilled for all systems and networks. Must take reasonable precautions to guard against corruption of data or software or damage to hardware.
Ensure Data backup along with this take care of data confidentiality of all users in Sindh offices are taken on basis weekly/monthly basis and user accountability requirements (including other field staff), e.g., user identification and authentication, account administration, and password integrity and security of the data.
Responsible for periodical updates for windows and network security updates, Antivirus updates
Identify need of improvement in hardware / software.
Responsible for timely hardware servicing and as and when required.
Maintain and record all purchased computers and accessories.
Field offices frequent visit for trouble shooting.

Manage to onboard and offboarding of all staff supporting the Ukraine Emergency Response and country programme including
Manage user licencing
Conduct Unified Endpoint Management upgrades
Enrol all users in Mobile Device Management
Manage compliance by all staff with the cross border SOP (ensure that devices are as clean as possible of any legacy data before transiting the border
Maintenance, Repair Security

Perform preventative maintenance on all IRC computers and network resources.
Develop and review backupdisaster recovery plans for the Ukraine Country Programme
Diagnosis and resolution of routine hardware and software issues.
Support core IRC applications such as Office 365, Teams and Box and provide 1st line support for finance and bespoke, in-house applications.
Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.
Maintain IRC computer software/hardware inventory ensuring accuracy.
Create and maintain network documentation to include IP address, system access, email creation system, upgrades and changes to original network, etc.

Create, implement and manage backup solutions for office/individual users and provide the necessary training on the use of these back-up solutions.
Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.



Project activity
Management or provision of support to IT projects as needed, either country, regional or global.


Installation Configuration of

Laptops, printers and peripherals.
Management of software installation either manually or using remote deployment tools.
Local Area Network, wireless network, essential network services peer-to-peer or client server architecture

Training, Evaluation, Testing

Develop and implement user and support staff training, including training on basic care and maintenance of computers and equipment for users.
Test and evaluate new technology.
Prepare and submit reports that provide sufficient detail for HQ to understand the country offices computer environment, needs, IT staff availability and skill levels and future plans.

IT Asset Management

Perform annual IT Audit as requested.
Create and maintain network documentation to include but not limited to IP address, system access, email creation system, upgrades and changes to original network, etc.
Maintain an updated IT Asset Registry, including software licensesIdentify/Monitor needed MSA/MPA for the IT related equipment

Policies Protocols

Develop appropriate protocols for regular maintenance of all IRC computer related equipment.
Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements.
Develop and monitor IT related tasks through the development of Checklist and scheduled tasks, including contributing towards IT security
As additional working with IRC as CET Member as IT Manager. When any emergency deployed my deployment as active to seek the priorities of work. Last time 02 time my deployment was active previously in Sindh, Pakistan
Assisting to office colleagues through a series of actions, either face-to-face, over the phone, or messaging tools (e.g. Teams or remote access software) in setting up systems or resolve issues

Administrators maintain end user accounts, permissions, and access rights.

Work continuously on a task until completion (or bring up to global IT support or to third parties/vendor, if appropriate and in consultation with supervisor)

Rapidly establish a good working relationship with office colleagues and fellow IT practitioners within IRC
Currently Assisting to the IT Coordinator Islamabad Office in developing Standard Operating Procedures

Configure, monitor any events, and maintain file system security, perform server and security audits together with asset audits

Manage backup solutions such as PST backup and stored in External hard drives and other tools we are using to move PST files to BOX

Support the roll-out of new applications and works on special projects as necessary as directed by the IT Manager.

Any support required to Our colleagues to resolve the issue timely through the Ticket System

As additionally as IRC Ambassador and Gender Champion.
As common duties fully participate the When IT Manager is not available in office and now currently, I am as When IT Coordinator is on leave to see the all the office matters and meeting, as backup for the to seek the IT Pakistan operations.
To ensure smooth operations of the data centre established at the financial monitoring unit officer.
The ICT Support Officer is responsible to provide remote as well as onsite support to nearly 400 teachers on android tablets and associated tools/apps. Then provide technical support. with training service officer and technical staff to conduct professional development session on ICT/Tablets.
Coordinate with field staff on content delivery and content uploading on tablets.
Collect teacher's data from regions and develop profile on SMS Server.
Develop SMS based quizzes and send to the teachers.
Conduct trainings on the use of tablets and associated tools/apps.
Configuration mobile devices and tablets.
Provide on-site ICT support
Develop weekly, monthly and quarterly ICT progress reports.
Maintain inventory of tablets used in the training.