Muhammad Ayaz Ahmed

Service Desk Team Lead at IBM Information Technology

• My current job since December 2016

PKLI Lahore Pakistan
General; ICT Responsibilities:
Teir 4 Data center Monitoring, like Servers, Cooling System, Power System,
Storage, VTLs.
• Create and deployed VM on Hyper grid
• Making the Clones of VM for Backup
• Backups Application, Infrastructure and Network on VBR Server (Backup and
HA) Tape Library (IBM TS3100), VTL (3958-DD6), VTL SAN Storage
• Liaise with stockholders and Vendors.
• Network infrastructure Monitoring and Reporting Using Solarwinds.
• QRadar Monitoring and Reporting to avoid vulnerabilities and threat
• Infrastructure Backup monitoring and Reporting Using Veamone.
I• Backup Jobs Running and Monitoring Using VBR.
• Installation Patches and Softwares on Servers and Workstations and
Reprting Using BIgFix.
• Power Monitoring Using NetEco
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• Service Desk Operation and Management:
• Maintain and nurture business relationship through effective communication
with internal stakeholders.
Management of the ICT Support Desk Officers, including:
Providing direction in the Execution of their duties.
Development talent, fostering learning and growing through with mentoring
and on the job training;
Aiding development to ensure high quality service to users is provide and
maintained.
Incident and request Management, Workflow Designing and customization,
Asset Management, Application Designing and Customization, Communication
Template Creation and Modification, Security and Person groups Creation and
Modification,
Dashboard designing and Customization, SLAs \
Keeping client Up to Date with resolution efforts on current incident
Overseeing all request, incident and problems.
Manage and coordinate urgent and complicated issues.
Coordinate support desk requests against SLA’s and agreed metrics.
Asset management and control.
As directed by the Head of ICT, contribute to and participate in Project
Management Activities.
System Compliance:
Ensure Service Desk systems and services meet RAQ documented Policy and
Standards
Ensure Service Desk systems meet industry best practice

Service Desk Lead at IBM

• Pakistan - Lahore
• My current job since December 2017

System Engineer / Assistant IT Manager at Smartech Consulting Private Ltd

• July 2016 to December 2017

Lahore, Pakistan
Assisting the manager in organizing, planning and implementing strategy.
Creation, modification, implementation and documentation of IT policies and
procedures.
Make sure all employees adhere to company IT policies and guidelines
Monitor and maintain inventory, liaise with vendors and other IT personnel for
problem resolution
Installation, Configuration and Management of ESXI Hyper-v, Vsphere Client,
Vcva/ Vcsa, vshpere web client.
WIndows Server 2008 and 2012, Active Directory Management, Group policy
Managemen. File Server Management.
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Mikrotik Router Management, Attendance Machine Monitoring and
Troubleshooting, EnGinus Wifi AP Management. Cisco switch 3035
Management.
Inventory Management, Manage and monitor all installed systems and
infrastructure Install, configure, test and maintain Operating systems,
Application software and System management tools
Proactively ensure the highest levels of systems and infrastructure availability,
monitor and test application performance for potential bottlenecks, identify
possible solutions and work with developers to implement those fixes
Maintain security, backup, and redundancy strategies.
Provide 2nd and 3rd level support

Network Administrator

• February 2010 to June 2013

Lahore
Installing & troubleshooting of operating systems (Win Server 2003, Win
Server 2008, Win XP, WIn
7, Win 8, WIn 8.1, Win