Manager IS Operations & Projects
Sanofi
Total years of experience :19 years, 2 Months
Managing operational activities of IS department along with projects related to infrastructure including:
• Manage the overall IT infrastructure (networks, systems & data center), IT security and IT projects for Sanofi Pakistan.
• Perform needs analysis based on input from business leaders and evaluate the resources necessary to prepare and execute projects.
• Research emerging development platforms, tools and frameworks that could meet project and business objectives more effectively.
• Network Infrastructure Management (Country wide WAN, LAN & WIFI including HO, IA & all branch offices).
• Manage, review and work with third party vendors and engineers for delivery of IT solutions.
• Monitor and evaluate legacy systems for compliance with best practices, interoperability and scalability.
• Demonstrate a proactive approach to mitigating risks, improving quality, and resolving issues as they occur.
• Test new programs and applications in partnership with system owners, developers and analysts.
• Helpdesk Supervision (Supervising IS Helpdesk Team).
• Data Centre Management (Managing & administrating datacenter).
• SLA and contracts management.
• Data backup & restore supervision.
• Compliance with global policies and standards.
• Coordination with global & regional IS teams.
• IS security incident management.
• Monitoring logs and Auditing critical servers.
• Overseeing systems administration tasks.
• Mobile device management for Black Berry, Apple and Android.
• Manage Video Connectivity and webcast.
• Support IS Head in Budget preparation.
• Support Cross functional teams for IT solutions.
• Work closely with business teams and identify opportunities where technology can be used for digital initiative/projects.
• Managing Service desk team at different locations of United Energy Pakistan Limited
• Monitor IT Service desk operations as per a defined SLA and report IT operations statistics to Area Operations Manager.
• Participated in deploying of V-Desk ticketing software and day to day edition and upgrade in system.
• Giving 1st level and 2nd level support to more than 1000 users at UEPL.
• Managing Vendors and contracts.
• Managing IT Assets
• Training of soft skills to the team
• Monitoring team members individually from call opening till the end of the process and correction provide if needed.
• Preparation of documents to be shared within team for new/ upgrade of software and other troubleshooting key points.
• Bringing all team members in one page.
• Presenting bi-monthly reports of IT operations.
• Taking challenges in the shape of projects along with daily operations
• Assigning of 1st level and 2nd level tasks of other teams to Service Desk in order to increase capacity of work in the team.
United Energy Pakistan Limited (formerly BP Pakistan Exploration & Production Inc.)
September '2011 - Till Date
Working as IT&S Service Desk Coordinator & Analyst with following responsibilities
• Troubleshoot hardware and software problems on workstations and laptops.
• Supporting and trouble shooting HP printers and Scanners.
• Primary contact for Mobile phone and Blackberry Service lines.
• Financial analysis and reporting of monthly expenses to line manager.
• Coordination with PSCM and vendors in setting up Contracts.
• Coordination with vendors for maintenance activities.
• Making Release Orders, Purchase Requisition in Maximo.
• Managing inventory of all hardwares, related equipments and softwares.
• Responsible to view the quotation and communicate technical aspects, and provide the information relating to the product.
• Provide remote support to VPN and other remote users.
• Supporting outlook 2003 which includes PST import / export, outlook rules setup and other client side email issues.
• Setting up best solutions of availability as per forecasted requirements
• Develops and maintains an effective working relationship with vendors and suppliers
• Giving Audio & Video Conferencing support.
BP Pakistan Exploration & Production Inc.
August '2005 - September '2011
Working as IT&S Service Desk Coordinator & Analyst with following responsibilities
• Handling of users calls at Service Desk
• Logging of calls in system
• Follow-up with other teams on user issues and requests
• Troubleshoot hardware and software problems on workstations and laptops.
• Supporting and trouble shooting HP printers and Scanners
• Primary contact for Mobile phone Service line.
• Maintaining and replacing backup tapes for HP storage devices.
• Coordinating with vendors for VHF radio.
• Financial analysis and reporting of monthly expenses to line manager.
• Forecasting of budget on the basis of current requirements and contracts.
• Coordination with vendors for maintenance activities.
• Setting up best solutions of availability as per forecasted requirements
• Analyzing and giving solutions on repeated calls and major issues.
• Audio & Video Conferencing setup and support.
Having BP Pakistan E&P Field experience
Mobilink (Orascom Telecom Company)
Mar '2005 - July '2005
Associate II (Customer Support Representative) in Mobilink Customer Call Center
• Handling of customer calls.
• Maintaining follow-ups regarding customer queries.
• Managing information regarding day to day queries.
• Training of newly hired representatives regarding system and product information.
Ξ Masters in Business Administration (Information Technology) Batch: Summer 2010 from Iqra University Courses completed: Marketing Management, Quantitative Techniques for Managers, Operations Management, Cost And Management Accounting, Strategic Management, Strategic Marketing Management, Supply Chain Management etc.