Oversee daily operations of the IT Service Desk to ensure efficient and effective support delivery.Develop, implement, and maintain service desk policies, procedures, and standards.Lead, mentor, and manage a team of 30 IT Service Desk Analysts.Conduct regular performance reviews, provide feedback, and develop professional growth plans for team members.Schedule and manage staffing levels to ensure adequate coverage for all shifts.Handle recruitment, onboarding, and training of new staff.Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).Ensure timely and accurate resolution of incidents and service requests.Manage escalations and ensure critical issues are addressed promptly and effectively.Coordinate with other IT teams and departments to resolve complex issues.Lead problem management efforts to identify root causes and implement permanent fixes.Maintain and improve the incident management process and ensure proper documentation.Foster a customer-centric culture within the service desk team.Ensure high levels of customer satisfaction through quality service delivery.Develop and implement strategies for improving customer service and support experience.Oversee the use and maintenance of service desk tools and technologies.Evaluate and recommend new tools and technologies to improve service desk efficiency.Ensure proper documentation and usage of knowledge base and self-service portals.Generate and analyze reports on service desk performance and trends.Present findings and recommendations to senior management.Use data to drive decision-making and strategic planning.Manage the service desk budget, including staffing, tools, and training expenses.Monitor and control costs while maintaining high service quality.

As a LEAD-IT, I am responsible for overseeing all IT Operations, IT Service Delivery/Management, and Project Management tasks. My extensive experience in managing complex IT projects has enabled me to deliver exceptional results and drive operational efficiencies for the organization.One of my most significant accomplishments was leading a project to optimize operational costs by consolidating two data centers. This project involved the migration of all critical applications and data in a consolidated facility. The project was completed within the allotted timeframe and budget, resulting in significant cost savings for the organization.In addition to cost optimization, I have also led several other critical IT projects, including the implementation of new infrastructure solutions, security upgrades, and disaster recovery planning. My expertise in project management methodologies, such as Agile and Waterfall, has enabled me to deliver these projects efficiently and effectively.Additionally, I ensure that our IT services are delivered with exceptional quality and that my team meets or exceeds all service level agreements. I work closely with my team to ensure that all the services will be delivered efficiently, with a strong emphasis on continuous process improvement.Moreover, as a Lead System Engineer, I ensure that all IT operations, including data center, and network infrastructure, will remain operational 24/7.In addition to my technical expertise, I have strong leadership skills, which have helped me build and manage high-performing IT teams. I am skilled at recruiting, training, and motivating team members, and I foster a culture of innovation and continuous improvement.Overall, my experience as a LEAD-IT in the oil and gas EPC industry has equipped me with the skills and knowledge needed to drive operational efficiencies, deliver exceptional results, and manage complex IT projects.

During my tenure at Arfeen Group, I have been involved in several projects ranging from the consolidation of all the non-telecom networks, end-to-end implementation of ERP MS Great Plains, successful implementation of Alcatel system to cater to telecom needs of the group of companies, and more.A few of my significant achievements are as follows  Spearheaded the design and management of a resilient IT infrastructure, resulting in a 20 percent reduction in downtime and a 15 percent increase in operational efficiency.Successfully managed data center operations for WTC, GLC, PortGrand Ltd, and Arfeen International, ensuring 99.99 percent uptime and implementing disaster recovery protocols that safeguarded critical data, resulting in zero data loss incidents.  Led PABX administration efforts, streamlining internal and external communication services. Achieved a 30 percent reduction in communication costs while enhancing call quality and reliability.  Proactively identified and resolved IT incidents, reducing response times by 40 percent and minimizing business disruptions. Developed an incident management framework that improved system stability.  Managed and optimized ERP systems (Microsoft Great Plains), aligning them with business goals. Enhanced data accuracy, streamlined processes, and increased overall operational efficiency by 25 percent.