T SERVICE DELIVERY MANAGER
• Leading end-to-end delivery of IT projects with relevant stakeholders and global teams.
• Leading and Mentoring Global IT Team: Successfully leading a team of 8 IT Engineers (L1 to L3) across multiple
countries, focusing on Microsoft Azure and M365 solutions and management, fostering collaboration and
knowledge sharing.
• Overseeing the deployment, monitoring, maintenance, and support of Microsoft 365 & Azure Services and on-prem
infrastructure (servers, storage, operating systems, and applications)
• Ensure compliance with disaster recovery plans, identify risks to service delivery, recommend options, and
execute approved solutions.
• Led incident recovery activities, performing problem management and conducting Root Cause Analysis.
Implementing proactive monitoring of capacity, performance, and optimization, taking remediation action as
necessary.
• Developing and maintaining roadmaps, including upgrade paths and end-of-support information, and
Implementing procedures to improve efficiency and maximize value from Infrastructure Services Contracts.
• Manage contracts with vendors and software licenses, ensuring optimal utilization of resources.
• Presenting complex technical information in a clear and concise manner to senior leadership teams. Translating
technical metrics into meaningful business insights, focusing on business impact, KPIs, trends, risks, and future IT
initiatives.

Designing, Configuration & Managing Microsoft 365 tenants for small ~ medium USA based organizations.
• Responsible for L3 support for IT Systems, business critical applications and network services.
• Azure access and identity management for enterprise applications and services.
• Microsoft Exchange Online Administration / Management – 1600+ mailboxes.
• Deployment of ITSM framework for Small ~ medium startups using Sales force GSD, Jira, Freshdesk & Service now.
• RMM tools deployment and management for effective and continuous user support.
• Vendor & IT Consultant management for standardized global IT procurements.
• Overseeing country offices (USA, Europe, Africa & Asia) system & network support team operations and giving periodic tanning for uninterrupted and smooth IT service management operations.
• Leading and collaborating C level / senior management teams for ongoing and pipelined IT projects and
implementations.
• Cisco Meraki implementation & support.
• Documentation & implementation of IT Systems processes, policies & procedures.
• Information Security trainings and campaigns for end users.

• Main IT Point of Contact in NOKIA Pakistan office. Direct reporting to head office Finland and regional office in Dubai.
• Deployment & Project Lead (Pakistan) of Nokia Secure Image for 250+ users working on Managed services for Telenor Pakistan.
• Bridge between Senior Management / Team Leads and NOKIA Global IT for customized & specified IT solutions & configurations.
• Service Owner of IT Corner Light (Pakistan), end users support with IT processes & tools, and assisting them to engage with the IT organization at large, including the Incident Management, Service Requests and Demand Management processes.
• Pilot user for testing new IT services and applications prior to role out.
• IT orientations & IT automation trainings to newly hired resources.
• IT compliance & information security implementation and enforcement for Nokia Pakistan.

• Responsible for overall coordination of the incident management & service delivery process, in particular whenever there are major incidents. Planning and managing support for incident management tools and processes (ITIL/ITSM). Coordinating interfaces between incident management and other service management processes.
• Administration and troubleshooting of IT Systems including Windows Active Directory, DNS, DHCP, WDS, SCCM & VMWare Virtualization infrastructure & Google GSuite.
• Technical & end user support for SAP & E&P Applications.
• Managing & Assisting State of the art Cisco Telepresence video conferencing system & Cyviz 3D projection system.
• Supporting & Troubleshooting Nuance Equitrac Print Management system.
• Troubleshooting Cisco Unified Call Manager IP Phone System.
• IT Assets Management through BMC Remedy.
• Smartphone fleet configuration & management through Google Suit Device Management.

• Spearheading entire project management activities with final accountability for project deliverables, stakeholder management, client satisfaction, schedule management, requirements management and overall project team performance
• Deploying Microsoft Office 365 Cloud based infrastructure on corporate and branch offices and further maintained, the Microsoft Office 365 Cloud infrastructure, Microsoft Azure: Cloud Computing Platform and VMware Virtual server environment.
• Administering & Managing Microsoft Server 2012 based Domain Controller, DHCP & DNS Server. Microsoft Exchange 2013 and Active Directory 2012 users.
• Planning and executing predictive & preventive maintenance schedules of various equipment’s to enhance the equipment reliability and increasing machine up time.
• Responsible for speedy resolution of problems / escalation, generating monthly uptime, call log reports. Ensuring customer satisfaction through accurate understanding of customer needs and align service delivery to these requirements. Develop strong relationship with all the customers
• Carrying out the responsibility of managing Server Installation, Configuration, Administration, Maintenance
• Providing server end support to Live Link – Open Text Enterprise Content Management (ECM)
• Project leading for the corporate deployment of iOS, Windows Phone 8.1 and Android smartphones by using cloud based MDM; providing training to executives.
• Configuring and managing IP Telephony infrastructure and SIP Phones for local & remote users

• Responsible for client interaction/presentation for requirement gathering, business requirement mapping and finalization of technical/ functional specifications.
• Planned/ implemented software rollouts, Patch management, and OS deployments/upgrades, Unattended/Kick start Installations.
• Extended support for the removal of all unlicensed/unwanted software. Provide technical support to the client ensuring maximum customer satisfaction.
• Obligated for collecting reports & escalating report to customer support manager and marketing manager. Collecting calls from business development executives; allocating task to support executives as per their areas & providing telephonic support in case of troubles if any.

• Efficiently managed entire day-to-day activities including application running on the servers, monitoring the servers & troubleshooting on the different servers at different locations.
• Handled change management activities for various Sun OS, applications, Database servers, supporting disk Management, process management and User administration.
• Obligated for providing quality standards for operational areas & ensuring adherence to quality standards & leading efforts in developing & executing best practices & standard operating procedures targeting at organizational excellence.
• Obligated for maintaining documentation of Process, Projects and technical information.
• Provided customer support and ensuring maximum customer satisfaction through achieving delivery & service quality norms.

• Prepared year-end financial statements in compliance with accounting standards and monitoring statutory books of accounts and financial statements including Trial Balance, Profit & Loss Account, Age-Wise Accounts Payables and Receivables Statements and Balance Sheets.
• Liaise and coordinate with banks and other financial institutions regarding company matters, putting efforts to establish healthy and close relations with them for smooth running of the business
• Responsible for preparing financial reports to determine the financial visibility, projecting cash flow and growth opportunities while preparing projected financial statements.
• Inducted a panel of suppliers in consultation with higher officials and negotiating mutually advantageous rates & terms
• Prepared and analyzed competitive sealed bids and requests for quotations. Maintained accurate records and documentation on all solicitations, responses, purchases, contracts, correspondence & related follow-up
• Troubleshot, diagnosed and resolved issues with PC and laptop configurations, network connectivity, printers and peripherals.