IT Service Desk Operations Lead.
• Incident Management:
Ultimate responsibility and ownership of all users’ incidents or logged service requests which are escalated by IT Help Desk Team- L1, Act as L2 level support providing onsite support for all IT services and coordinate with other sections, vendors and 3rd parties for resolution and Manage critical users’ incidents, associated to customer communication, activities and any appropriate escalations specially which requires onsite support.
 • Capacity Management:
Ensuring that adequate capacity is available at all times to meet the agreed needs of the business in a cost-effective manner hence increasing the utilization of IT helpdesk system and enhance system capabilities.
• Compliance Monitoring:
Provide management and performance reports to Head of IT and Liaise with Head of IT to identify the areas of improvement to provide better quality, efficient support.
• IT SLA Management:
Liaise with Help Desk Team - L1 to close the issues if resolved remotely or over the call as per IT SLA. Provide remote support if Help Desk Team- L1 is not available to respond and ensure that service levels are achieved in line with specified time frame and that user remain well informed about the status of call and user’s expectations are met.
• Asset Management:
Keep track of complete lifecycle of IT assets, includes employee request for a new asset, management approval, establish the proper procedures for Asset procurement, provisioning of available asset, recycling or repair, and disposal of outdate and retired items.

• Deal in Server Components and provide desktop \ Laptop support to various Clients.

I.T Support Engineer
·         Server Management and network Support through vendor on Pakistan Sites (Head
·         Office, Factories.
·         Responsible for Server backups.
·         Payment Follow-ups from Finance Department.
·         Inventory Management and Monitoring (Asset Register).
·         Troubleshooting Network connectivity and for servers, switches, remote access, storage device.
·         Vendor Management.
·         Strong Negotiation skills.
·         Coordination of technical issues involving network, hardware, and operating systems (Windows
·         Servers, Windows 2008 and Local applications with IT vendor and Global Service Desk Poland).
·         Manage Active Directory.

• Helpdesk Support to all users
• Server Administrator & ERP implementation team member
• Daily Data Backup
• Vendor Management
• Provide technical support to Purchase team
• Coordination with Supplier to meet target on critical deadline.
• Manage IT Inventory
• Adobe Photoshop
• Adobe Illustrator
• Sales Management
• Payment Follow-ups from Clients.

Responsibilities:
• Supervision of 4-member for technical support operations.
• Server Management and network Support through vendor on Pakistan Sites (Head Office, Factory,
Three Warehouses & Four Sales Regional offices.
• Planning for Procurements of Equipment.
• Managing Server backup (ISA, Exchange and File Server).
• Work on implementation of JD Edwards (ERP) for payment process.
• Payment Follow-ups from Finance Department.
• Inventory Management and Monitoring (Asset Register Maintenance).
• Troubleshooting Network connectivity and for servers, switches, remote access, storage device.
• IT Vendor Management.
• Strong Negotiation skills.
• Coordination of technical issues involving network, hardware, and operating systems (Windows 2003/ Servers, Windows XP and Local applications with IT vendor and Global Service Centre.
• Manage Active Directory.
• Network links maintenance and coordination with AT&T (Global Services) and IBM (12 Links in total).
• Backup through Backup Exec and Altiris Recovery Solution.

Projects:
• Rollout of Utimaco Safeguard Easy Encryption on all Users of Reckitt Benckiser Pakistan.
• Successfully Implemented the Asset Management in Information Services.
• Implementation of Altiris Recovery Solution on Clients level.
• Assistance for implementation of Network deployment project “Bedrock”.

• Provide Support to all User of the Reckitt Benckiser Pakistan including remote user through LANDesk remote control.

• Assistant to System Analyst to work on Servers and network issues.
• Provide Support to CEO, CFO and other board of directors on top priority.
• Coordination with IT vendors for warranty claims and server parts replacement on top priority.

*Provide Onsite Hardware Support to Clients.