Mirza Sheikh Ain Beg Moghal, IT Operations Executive

Mirza Sheikh Ain Beg Moghal

IT Operations Executive

UMW Toyota Corporation Sdn Bhd

Location
Pakistan - Lahore
Education
Diploma, ITIL V3 Foundation in IT Service
Experience
8 years, 4 months

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Work Experience

Total years of experience :8 years, 4 months

IT Operations Executive at UMW Toyota Corporation Sdn Bhd
  • Malaysia
  • April 2013 to April 2014

Responsibilities:

Make sure to take care of daily IT operations
Work closely with client to make sure IT Operations run smoothly
Monitoring and creation of SLA (Service Level Agreement) Reports
Must make sure that service desk operations are running according to policies
Quality Assurance for service desk calls, communication and processes
Involved with Network Infrastructure Upgrade and ERP Application Projects
Working with vendors to run and manage the IT Operations
Creating RFPs (Request for Proposal) for vendors
Creating SOPs (Standard Operating Procedures) for IT department to be followed
To enhance knowledge and expertise by attending relevant technical and soft skill trainings
Make sure to work with outsourcing vendor to implement SIP (Service Improvement Plan) for Service Desk
To ensure all software and hardware devices are on maintenance contract
Make sure to minimize the number of audit findings for IT processes and operations
Physical asset count Activity for IT operations and charges

Projects:

Windows 8 Implementation
Transitioning of IT Services from Oil & Gas to Corp Division
IT Asset transitioning from Manual to DBMS

Areas to Support for IT Operations

Service Desk
Server Management (UNIX & WINTEL)
Network Management
Data Centre Management
Security Management
Inventory/Asset Management
Disaster Recovery Services
Incident Management
Problem Management
Change Management
Desktop/Workplace Management
ERP and 3rd Party Application Management
Database Management
Asset Management

Senior System Engineer III at Baker Hughes
  • Malaysia
  • March 2010 to March 2013

Responsibilities:

Windows 7 implementation (project)
Cisco ACD System (Project)
Service Desk Transition and Implementation (Project)
Exchange Management Console 2007
Ensure to meet the deadlines of the given projects
Getting interacted to the clients via Email, calls and Web Chats
Resolve user/Clients technical issues
Ensure to make user/Clients satisfied and happy with the service
To make sure task gets completed within the time period.
Analysis between Priority 1 and Priority 2 issues with the full responsibility
To ensure that all the software and hardware are updated based on requirement
Managing all the Service desk related operations
Taking Care of SLA(s) and KPI(s)
Making shift roasters for the employees
Concentrate on user’s needs and requirement to provide them best service
Knowledge Base and Documentation Tester and Decision Maker

Projects Detail

CISCO IP Phone - Project

Key person to coordinate the whole project
Coordinate with different communication mediums such as calls and emails with the vendor (CISCO)
Making sure that deadlines and budget of the project does not exceed
Attending of budget company’s meetings
Best Ideas provider for the project to be successfully completed
Involved with the project throughout 4 to 6 months until implemented
Involved with the research of the project using multiple search engines
Working with CISCO technical team
Involved with the testing of the project and making sure that it goes live successfully
Involved in training employees for the new system implemented
Make sure to take care of all the key factors during the whole project such as Business objectives and core themes, Scope, approach and assumptions, Documentation, Change management strategy, Acceptance procedures, Project Resources, roles and responsibilities, Project communication and control, Decision making and escalation, Change control procedures, Performance measurement process and Quality and customer satisfaction
Worked with Project Manager

Windows 7 - Project

Make sure to find the solution for Windows 7
Worked with Vendor (Dell) to get the quotations on hardware
Make sure that all the hardware are up to requirement
Worked with Project Manager to get and provide the information
Make sure that Windows 7 gets implemented without affecting any software issues which were
running on Windows XP.
Worked with software team to add the software to Run Advertised Program through SCCM
Highly negotiation skills provided to organization in buying of Hardware and Software
Assigned job to team to get work done

Problem Areas to Support

Hardware Issues
Software Issues
Account creation on Active Directory
Assist users with SAP Application issue
Generic Issues
MS Outlook Support
Windows Support
Deep Technical Issues
Blackberry Emails Support

Subject Matter Expert Roles:

Video Net
Blackberry
MS Outlook
DMS Query

Internal Trainings Conducted

Technical Training for newbies
Continual Service Improvement
KPI training based on Baker Hughes Standards

Customer Support Analyst - Level 1 & 2 at Computer Sciences Corporation Malaysia
  • Malaysia
  • January 2009 to February 2010

RESPONSIBILITIES

Answering Calls based on IT issues
Escalate the call to higher level
Create the Ticket Number for Customer for his/her future reference
Focus on First Call Resolved (mostly for password resets)
Making sure of the right queue for escalating the ticket
Follow up with Customer if the task is in pending
Use of web based online system to keep the Customer’s Record (Remedy Tool)
Provide best Service Level Agreement (S.L.A)
Assisting Team Lead with Daily Operations
Reviewing Daily Performances Reports
Helping Customer Support Analyst with product knowledge

Problem Areas to Support:

Outlook problems
Hardware Problems
Generic Issues
Application Issues
Network Issues
Password Reset issues by using AD/Novel/Citrix
Mainframe Password Reset Issues

Performance:

Best Over All agent consecutively for 3 months
Highest First call Resolutions provider
Highly IT Skilled
Willing to learn and teach others
Supporting Level 2 Technical issues
Command areas for current job are MS Outlook, Windows profile, Mainframe Applications issues, Lotus Notes issues, Novell/Windows issues and others
Highest positive feedback receiver

IT Support Engineer at Telemarketing Services
  • Malaysia
  • January 2008 to December 2009

RESPONSIBILITIES:

Setting up the network
Setting up networks LAN/WAN
System Configuration TCP/IP
Web Based CRM Solutions
Performing backups - server and local systems.
Daily problem solving
Responsible for updating systems
Performing IT Support for Customer
Updating information online through FTP

IT Administrator at Knowledge Universe
  • Malaysia
  • January 2006 to December 2008

RESPONSIBILITIES:

Provide the technical support
Setting up the networks LAN/WAN
System Configuration TCP/IP
Updating the .net based web portal
Performing the backups of server and local systems
Providing the solution to the problems on daily basis
Responsible for updating the systems.
Providing Technical support for MS. Outlook
Reinstalling the Windows XP and drivers
Dealing with IT people outside and maintain the good relationships
Performed Migration of web applications and set up the new email server

at Office Communicator
  • January 2007 to December 2007

Experience Level: 9 Years
Employment History
Company Name: UMW Corporation Sdn Bhd
Position Title: IT Operations Executive
Position Level: Senior Executive
Specialization: IT/Computer - Operations
Industry: Equipment / Manufacturing / Oil & Gas
Duration: April 2013 - April 2014
Responsibilities:
Make sure to take care of daily IT operations
Work closely with client to make sure IT Operations run smoothly
Monitoring and creation of SLA (Service Level Agreement) Reports
Must make sure that service desk operations are running according to policies
Quality Assurance for service desk calls, communication and processes
Involved with Network Infrastructure Upgrade and ERP Application Projects
Working with vendors to run and manage the IT Operations
Creating RFPs (Request for Proposal) for vendors
Creating SOPs (Standard Operating Procedures) for IT department to be followed
To enhance knowledge and expertise by attending relevant technical and soft skill trainings
Make sure to work with outsourcing vendor to implement SIP (Service Improvement Plan) for Service Desk
To ensure all software and hardware devices are on maintenance contract
Make sure to minimize the number of audit findings for IT processes and operations
Physical asset count Activity for IT operations and charges


Windows 8 Implementation
Transitioning of IT Services from Oil & Gas to Corp Division
IT Asset transitioning from Manual to DBMS

Areas to Support for IT Operations
Service Desk
Server Management (UNIX & WINTEL)
Network Management
Data Centre Management
Security Management
Inventory/Asset Management
Disaster Recovery Services
Incident Management
Problem Management
Change Management
Desktop/Workplace Management
ERP and 3rd Party Application Management
Database Management
Asset Management


Company Name: Baker Hughes Malaysia (Oil & Gas)

Areas to Support for IT Operations at Service Desk
  • to
Server Management at Service Desk
  • to
Incident Management at Disaster Recovery Services
  • to
Database Management at Asset Management
  • to
Key person at CISCO IP
  • to
Change management at Project Resources
  • to
Subject Matter Expert Roles at Video Net
  • to
Technical Training for newbies at Continual Service Improvement
  • to
agent consecutively at Best Over All
  • to
Best Over All agent consecutively at Highest First
  • to
Technical issues at Novell
  • India
  • to
IT Support Engineer at Telemarketing Services
  • to

Experience Level: 9 Years
Employment History
Company Name: UMW Corporation Sdn Bhd
Position Title: IT Operations Executive
Position Level: Senior Executive
Specialization: IT/Computer - Operations
Industry: Equipment / Manufacturing / Oil & Gas
Duration: April 2013 - April 2014
Responsibilities:
Make sure to take care of daily IT operations
Work closely with client to make sure IT Operations run smoothly
Monitoring and creation of SLA (Service Level Agreement) Reports
Must make sure that service desk operations are running according to policies
Quality Assurance for service desk calls, communication and processes
Involved with Network Infrastructure Upgrade and ERP Application Projects
Working with vendors to run and manage the IT Operations
Creating RFPs (Request for Proposal) for vendors
Creating SOPs (Standard Operating Procedures) for IT department to be followed
To enhance knowledge and expertise by attending relevant technical and soft skill trainings
Make sure to work with outsourcing vendor to implement SIP (Service Improvement Plan) for Service Desk
To ensure all software and hardware devices are on maintenance contract
Make sure to minimize the number of audit findings for IT processes and operations
Physical asset count Activity for IT operations and charges


Windows 8 Implementation
Transitioning of IT Services from Oil & Gas to Corp Division
IT Asset transitioning from Manual to DBMS

Areas to Support for IT Operations
Service Desk
Server Management (UNIX & WINTEL)
Network Management
Data Centre Management
Security Management
Inventory/Asset Management
Disaster Recovery Services
Incident Management
Problem Management
Change Management
Desktop/Workplace Management
ERP and 3rd Party Application Management
Database Management
Asset Management


Company Name: Baker Hughes Malaysia (Oil & Gas)

Senior System Engineer III at Knowledge Universe Malaysia
  • to

Position Title: Senior System Engineer III
Position Level: Mid Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Technical Solution Center / IT-Enabled Services / Oil & Gas
Duration: 2010 - 2013
Responsibilities:
Windows 7 implementation (project)
Cisco ACD System (Project)
Service Desk Transition and Implementation (Project)
Exchange Management Console 2007
Ensure to meet the deadlines of the given projects
Getting interacted to the clients via Email, calls and Web Chats
Resolve user/Clients technical issues
Ensure to make user/Clients satisfied and happy with the service
To make sure task gets completed within the time period.
Analysis between Priority 1 and Priority 2 issues with the full responsibility
To ensure that all the software and hardware are updated based on requirement
Managing all the Service desk related operations
Taking Care of SLA (s) and KPI (s)
Making shift roasters for the employees
Concentrate on user's needs and requirement to provide them best service
Knowledge Base and Documentation Tester and Decision Maker

Projects Detail
CISCO IP Phone - Project
Key person to coordinate the whole project
Coordinate with different communication mediums such as calls and emails with the vendor (CISCO)
Making sure that deadlines and budget of the project does not exceed
Attending of budget company's meetings
Best Ideas provider for the project to be successfully completed
Involved with the project throughout 4 to 6 months until implemented
Involved with the research of the project using multiple search engines
Working with CISCO technical team
Involved with the testing of the project and making sure that it goes live successfully
Involved in training employees for the new system implemented
Make sure to take care of all the key factors during the whole project such as Business objectives and core themes, Scope, approach and assumptions, Documentation, Change management strategy, Acceptance procedures, Project Resources, roles and responsibilities, Project communication and control, Decision making and escalation, Change control procedures, Performance measurement process and Quality and customer satisfaction
Worked with Project Manager


Windows 7 - Project
Make sure to find the solution for Windows 7
Worked with Vendor (Dell) to get the quotations on hardware
Make sure that all the hardware are up to requirement
Worked with Project Manager to get and provide the information
Make sure that Windows 7 gets implemented without affecting any software issues which were
running on Windows XP.
Worked with software team to add the software to Run Advertised Program through SCCM
Highly negotiation skills provided to organization in buying of Hardware and Software
Assigned job to team to get work done

Problem Areas to Support
Hardware Issues
Software Issues
Account creation on Active Directory
Assist users with SAP Application issue
Generic Issues
MS Outlook Support
Windows Support
Deep Technical Issues
Blackberry Emails Support

Subject Matter Expert Roles:
Video Net
Blackberry
MS Outlook
DMS Query

Internal Trainings Conducted
Technical Training for newbies
Continual Service Improvement
KPI training based on Baker Hughes Standards

Company Name: Computer Sciences Corporation Malaysia

Position Title: Customer Support Analyst - 1st & 2nd level support/Assistant Team Lead/Subject Matter Expert
Position Level: Mid Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Call Center / IT-Enabled Services / BPO
Duration: 2009 - 2010
Responsibilities:
Answering Calls based on IT issues
Escalate the call to higher level
Create the Ticket Number for Customer for his/her future reference
Focus on First Call Resolved (mostly for password resets)
Making sure of the right queue for escalating the ticket
Follow up with Customer if the task is in pending
Use of web based online system to keep the Customer's Record (Remedy Tool)
Provide best Service Level Agreement (S.L.A)
Assisting Team Lead with Daily Operations
Reviewing Daily Performances Reports
Helping Customer Support Analyst with product knowledge

Problem Areas to Support:
Outlook problems
Hardware Problems
Generic Issues
Application Issues
Network Issues
Password Reset issues by using AD/Novel/Citrix
Mainframe Password Reset Issues

Performance:
Best Over All agent consecutively for 3 months
Highest First call Resolutions provider
Highly IT Skilled
Willing to learn and teach others
Supporting Level 2 Technical issues
Command areas for current job are MS Outlook, Windows profile, Mainframe Applications issues, Lotus Notes issues, Novell/Windows issues and others
Highest positive feedback receiver

Company Name: Telemarketing Services
Position Title: IT Support Engineer
Position Level: Junior Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Call Center / IT-Enabled Services / BPO
Duration: 2008 - 2009
Responsibilities:
Setting up the network
Setting up networks LAN/WAN
System Configuration TCP/IP
Web Based CRM Solutions
Performing backups - server and local systems.
Daily problem solving
Responsible for updating systems
Performing IT Support for Customer
Updating information online through FTP


Company Name: Knowledge Universe Malaysia

Senior System Engineer III at CISCO
  • United Arab Emirates
  • to

Position Title: Senior System Engineer III
Position Level: Mid Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Technical Solution Center / IT-Enabled Services / Oil & Gas
Duration: 2010 - 2013
Responsibilities:
Windows 7 implementation (project)
Cisco ACD System (Project)
Service Desk Transition and Implementation (Project)
Exchange Management Console 2007
Ensure to meet the deadlines of the given projects
Getting interacted to the clients via Email, calls and Web Chats
Resolve user/Clients technical issues
Ensure to make user/Clients satisfied and happy with the service
To make sure task gets completed within the time period.
Analysis between Priority 1 and Priority 2 issues with the full responsibility
To ensure that all the software and hardware are updated based on requirement
Managing all the Service desk related operations
Taking Care of SLA (s) and KPI (s)
Making shift roasters for the employees
Concentrate on user's needs and requirement to provide them best service
Knowledge Base and Documentation Tester and Decision Maker

Projects Detail
CISCO IP Phone - Project
Key person to coordinate the whole project
Coordinate with different communication mediums such as calls and emails with the vendor (CISCO)
Making sure that deadlines and budget of the project does not exceed
Attending of budget company's meetings
Best Ideas provider for the project to be successfully completed
Involved with the project throughout 4 to 6 months until implemented
Involved with the research of the project using multiple search engines
Working with CISCO technical team
Involved with the testing of the project and making sure that it goes live successfully
Involved in training employees for the new system implemented
Make sure to take care of all the key factors during the whole project such as Business objectives and core themes, Scope, approach and assumptions, Documentation, Change management strategy, Acceptance procedures, Project Resources, roles and responsibilities, Project communication and control, Decision making and escalation, Change control procedures, Performance measurement process and Quality and customer satisfaction
Worked with Project Manager


Windows 7 - Project
Make sure to find the solution for Windows 7
Worked with Vendor (Dell) to get the quotations on hardware
Make sure that all the hardware are up to requirement
Worked with Project Manager to get and provide the information
Make sure that Windows 7 gets implemented without affecting any software issues which were
running on Windows XP.
Worked with software team to add the software to Run Advertised Program through SCCM
Highly negotiation skills provided to organization in buying of Hardware and Software
Assigned job to team to get work done

Problem Areas to Support
Hardware Issues
Software Issues
Account creation on Active Directory
Assist users with SAP Application issue
Generic Issues
MS Outlook Support
Windows Support
Deep Technical Issues
Blackberry Emails Support

Subject Matter Expert Roles:
Video Net
Blackberry
MS Outlook
DMS Query

Internal Trainings Conducted
Technical Training for newbies
Continual Service Improvement
KPI training based on Baker Hughes Standards

Company Name: Computer Sciences Corporation Malaysia

Position Title: Customer Support Analyst - 1st & 2nd level support/Assistant Team Lead/Subject Matter Expert
Position Level: Mid Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Call Center / IT-Enabled Services / BPO
Duration: 2009 - 2010
Responsibilities:
Answering Calls based on IT issues
Escalate the call to higher level
Create the Ticket Number for Customer for his/her future reference
Focus on First Call Resolved (mostly for password resets)
Making sure of the right queue for escalating the ticket
Follow up with Customer if the task is in pending
Use of web based online system to keep the Customer's Record (Remedy Tool)
Provide best Service Level Agreement (S.L.A)
Assisting Team Lead with Daily Operations
Reviewing Daily Performances Reports
Helping Customer Support Analyst with product knowledge

Problem Areas to Support:
Outlook problems
Hardware Problems
Generic Issues
Application Issues
Network Issues
Password Reset issues by using AD/Novel/Citrix
Mainframe Password Reset Issues

Performance:
Best Over All agent consecutively for 3 months
Highest First call Resolutions provider
Highly IT Skilled
Willing to learn and teach others
Supporting Level 2 Technical issues
Command areas for current job are MS Outlook, Windows profile, Mainframe Applications issues, Lotus Notes issues, Novell/Windows issues and others
Highest positive feedback receiver

Company Name: Telemarketing Services
Position Title: IT Support Engineer
Position Level: Junior Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Call Center / IT-Enabled Services / BPO
Duration: 2008 - 2009
Responsibilities:
Setting up the network
Setting up networks LAN/WAN
System Configuration TCP/IP
Web Based CRM Solutions
Performing backups - server and local systems.
Daily problem solving
Responsible for updating systems
Performing IT Support for Customer
Updating information online through FTP


Company Name: Knowledge Universe Malaysia
Position Title: IT Administrator
Position Level: Senior Executive
Specialization: IT/Computer - Network/System/Database Admin
Industry: Education
Duration: 2006 - 2008
RESPONSIBILITIES:
Provide the technical support
Setting up the networks LAN/WAN
System Configuration TCP/IP
Updating the .net based web portal

Performing the backups of server and local systems
Providing the solution to the problems on daily basis
Responsible for updating the systems.
Providing Technical support for MS. Outlook
Reinstalling the Windows XP and drivers
Dealing with IT people outside and maintain the good relationships
Performed Migration of web applications and set up the new email server

EXPERIENCES GAINED:
Troubleshoot boot, desktop, and connectivity issues for the MS Windows environment including Win2000, Windows XP, and Vista, under the Standard Desktop loads, including slow response, errors, blue screens, etc.
Provide "Best Effort" support for Windows NT, Win95, Win2000, and some development/non-standard pc's
Troubleshoot pc/desktop backups
Troubleshoot supported hand held devices including barcode readers, PDA's, and smart phones such as Blackberry and I Phones
Troubleshoot and manage Windows profile
Troubleshooting print servers and queues world wide
Setting up print queues
Coordinate vendor dispatch for printer hardware calls
Maintenance of knowledgebase info pertaining to the printing environment
Provide troubleshooting and administrative support for desktop printers and multi-function units (scan, fax, print)
Manage and maintain vendor relationships
Collecting information on suspected problems (virus, spyware, attack, etc.)
End-user contact for virus outbreaks
Clean-up of user pc's for virus and spyware problems
Proactive assistance for virus and spyware problems
Troubleshoot Symantec/McAfee Client Firewall and Symantec/McAfee Antivirus issues
Provide assistance with some security investigations
Troubleshoot, create, manage pc and user accounts, permissions, polices through AD and/or workforce.
Manage risk situations and work with Risk Management team to ensure compliance with global standards and code of conduct.
Software Troubleshoot problem distributions
Manage and stage requested jobs
Restage failed jobs
Monitor status of and collect data for batch distributions
Assist SMS team on various deployments
Provide tangible media for remote users
Software license issues
Manage desktop upgrades
Connectivity (network, VPN, Dial-up, Etc.)
Troubleshooting hardware, WINS/DNS, IP, VPN, IAG, Dial-up, LAN/WAN connection, etc.
Troubleshoot messaging problems including e-mail, calendaring, etc. via Outlook 2003 and 2007, Exchange mail server.
MS Exchange Console 2007
Troubleshoot instant messaging, Office Communicator, and Live Meeting
Collect data for mass-incidents
Clean up mail-related viruses
Manage and Move mailboxes
Learned to deal with people.
Proven initiative and ability to work with minimal supervision.
Excellent organizational and motivational skills.

Knowledge of Internet and Electronic Commerce industries
Dealing with Customers
Personal initiative and ability to work with minimal supervision.
Excellent organizational and motivational skills
Expertise in IT jargin

Trainings
IT Problem Solving Decision Making Tool
Team Problem Solving

Education

Diploma, ITIL V3 Foundation in IT Service
  • at Exin
  • April 2013

I am ITIL V3 Foundation Certified

Bachelor's degree, Networking
  • at Olympia College Malaysia
  • January 2009

I was awarded the scholarship and also internship at my college.

Specialties & Skills

E communications
IT Service Management
Microsoft Office
Customer Service
BLACKBERRY
Microsoft Outlook
Trainnings
EXCHANGE
Project Management
LAN/WAN
MAINTENANCE
OUTLOOK
SECURITY

Languages

Hindi
Expert
Urdu
Expert
English
Expert

Training and Certifications

ITIL V3 Foundation in IT Service (Certificate)
Date Attended:
April 2013
Valid Until:
January 9999