Ayyaz Azizmiya Patel

IT Manager (Services & Operations) at Bin Rashid Group

• United Arab Emirates - Sharjah
• January 2015 to December 2015

 Responsible for the implementation, maintenance & administration of PC's Networking, Network Setup for WAN.
 Responsible for team performance, analyzing trends and reporting on performance metrics to management on a regular basis.
 Manage large function, projects, and team with multiple areas of focus.
 Performs on-site monitoring of all projects.
 Work closely with peers as part of a team of technical support manager to deliver a very high level experience for customer success.
 Daily operation and management of the Technical product support team through effective use of resources, including scheduling, staff development and management of customer escalations. This includes involvement in hiring developing and retaining talent in alignment with the product support talent strategy.
 Responsible for team performance, analyzing trends and reporting on performance metrics to management on a regular basis.
 Supervise and mentor team leads and associate managers as they grow into people management roles.
 Leverage areas of expertise to improve the effectiveness of user support and the quality of department.
 Execute projects involving quantitative analysis, research and strategy development.
 Utilized deep products and industries knowledge while serving as a strong cross functional leader.
 Uncovered trends to gain user insights on new products.
 Manages, coordinate, on support risks and projects as needed.
 Drives continuous improvement in service operations with a focus on institutionalized customers and user experience.
 Budgeting and Auditing of IT Department.

IT Technical Manager at Green Hills Oman

• Oman - Muscat
• June 2013 to April 2014

Sr.System Admin - Sr.Tech Support Specialist at Dar Al Arkan Dev Company

• Saudi Arabia - Medina
• February 2003 to February 2013

 Responsible for the implementation, maintenance & administration of PC's Networking, Network Setup for WAN.
 Implementing and handling the entire network for 8 branches in Riyadh, Mecca, Medina, Yanbu, Taif & Jeddah.
 Handling the network products & its working principle NIC, Hubs, Routers, Switches, Gateways, Bridges and PIX Firewall, etc.
 Work closely with peers as part of a team of technical support manager to deliver a very high level experience for customer success.
 Daily operation and management of the Technical product support team through effective use of resources, including scheduling, staff development and management of customer escalations. This includes involvement in hiring developing and retaining talent in alignment with the product support talent strategy.
 Responsible for team performance, analyzing trends and reporting on performance metrics to management on a regular basis.
 Manage large function, projects, and team with multiple areas of focus.
 Supervise and mentor team leads and associate mangers as they grow into people management roles.
 Leverage areas of expertise to improve the effectiveness of user support and the quality of department.
 Execute projects involving quantitative analysis, research and strategy development.
 Utilized deep products and industries knowledge while serving as a strong cross functional leader.
 Uncovered trends to gain user insights on new products.
 Manages, coordinate, on support risks and projects as needed.
 Drives continuous improvement in service operations with a focus on institutionalized customers and user experience.
 Serve as a Manager on Duty in emergency scenarios.
 Develop and create job aids for support Engineers and help maintain an accurate internal knowledge base.
 Coordinate and oversee the new hire onboarding program including coaching, guiding and supporting new hires.
 Ensure proper, timely follow-up on support cases, ensuring that service level agreements are met and client satisfaction overall is high.
 Train, mentor and manage support engineers, this includes team meetings, performance management, professional development, and other responsibilities as needed.
 Supervising the implementation of ADSL, Frame Relay & Voice IP.
 Accountable for the installation, configuration & troubleshooting of:
- Topologies, Network cablings, Trimming, Network Protocols and Network trouble shootings (Domain Model
- Network & Local Printers.
- Printers, Scanners, Modems, etc.
- Windows Server 2000, Windows Server 2003 & 2008, Exchange Server, ISA Server and Administration.
- Packages & software as required by the users.
- Cabling, Patching, Switches, etc.
- Fiber Optic Cables & Switches.
- VSAT (Satellite Disk)
- Preparation of Technical Documentations for components and active products.
 Designing and implementing the infrastructure of network.
 Administering the Call Manager Unity Express.
 Knowledge of SAP operations.
 Management of KPI.

DCS - Admin at Saudi Cement Company

• Saudi Arabia - Eastern Province
• November 1995 to September 2001

 Responsible for handling the entire network for Dispatch Control System entailing implementation, designing & development by IPKS Germany under Windows and UNIX for the sales of cement.
 Rendering technical assistance to the customers in decision-making and opening new accounts.
 Handling the inventory control system.
 Assisting system operators of AS/400 for data entries for BPCS.
 Overseeing the server, workstation, user training and help desk support including basic UNIX problems.
 Developing and maintaining spreadsheets and database for each employer.
 Cementing healthy relations with vendors, distributors and customers.
 Conducting training for all new employees at work.
 Monitoring new technicians along with hiring, training and supervising new employees.
 Creating and maintaining weekly, monthly work schedules.

 Maintaining daily backup's for sales of dispatch control system.
 Preparing reports weekly, monthly, yearly for the sales of cements.
 Rendering assistance to the Sales Department as acting Sales Representative.
 Handling the installing and configuration of Server, Cabling, Patching, Switches, etc.

Computer Engineer at Latif Gani & Sons

• India
• March 1995 to October 1995

 Responsible for handling the entire EDP Department.
 Updating the software and hardware as and when required.
 Maintaining backups for the data recovery.
 Responsible for handling the inventory control system.
 Troubleshooting the printers & PC's along with the installation of Operating Systems.
 Accountable for the assembly, maintenance and administration of the entire network.
 Installing, configuring & troubleshooting of:
- Network & Local Printers.
- Printers, Scanners, Modems, etc.
 Handling the user department technical inquiries and problems regarding the operating systems and software's.
 Performing hardware maintenance and installations tasks.
 Upgrading and repairing PC'S.
 Overseeing the server, workstation, user training and help desk support including basic UNIX problems.
 Troubleshooting all telecommunications problems and effectively resolving all complaints related to telephone systems and user supports.