ITSM Manager
Confidential
Total years of experience :24 years, 2 Months
•Manage IT Service Management and its processes incident management, Problem management and Change management.
•Implemented and managing IT Helpdesk ticket management system (Motadata). Define workflows, SLAs. Provide training to the IT team. Monitoring of the tickets to ensure the service/issue is resolved and the tickets are closed. Respond to the queries from IT staff related to the process of ticket handling.
•Implemented Network monitoring system (NMS) which monitors servers, critical network devices and interfaces. The system sends alert in case the device or interface is down.
•Implemented and managing Blackberry mobile device management. Provide training to IT team and provide support to the end users.
•Implementing IT asset management system (Motadata). The software keeps track of IT assets movement which includes location changes, assignment of assets to user etc.
•Manage physical HP servers, Storage Server, Firewall, Switches, telephone system, CCTV, Music System etc. at corporate office.
•Responsible for the day-to-day IT requirement of the corporate office such as Office 365 support, email configuration, share folder creation and access, user management, desktop applications support, Desktop and Laptop support, Printer’s support, Clevertouch LEDs support and support for LAN, Wi-Fi, IT security and telecommunication.
•Daily backup monitoring (Arcserve) to ensure backup is done without fail. Liaise with the vendor for latest Update of the backup software and support.
•Daily monitoring and support of VMware ESXi server.
•Provide technical support during application implementations.
•Manage office security access control which includes user’s biometric and card registration.
•Provide support for new IT security policy implementation and software and licenses updates.
• Complete IT setup from the scratch for the head office including windows server, Telephone and internet connection, centralized secure file server.
• Installation of Cyberoam firewall in the head office as well as in the Rashidiya clinic for network security and to restrict the internet access to the end users. In addition to that configure the firewall to allow users to access the healthcare management software and Attendance Management Software remotely.
• Provide technical support during implementation of healthcare management software.
• Implemented centralized attendance system in the head office and both the clinics. The software is capable of download the attendance in the main server (head office). Reports can be scheduled to automatically send by email from the software.
• Implementation of CCTV at both Rashidiya and Discovery Gardens clinics.
• Implemented feedback form at the clinics where Patients give their feedback, the data goes to concern persons via Email immediately.
• Responsible for the day to day IT requirements of the company such as user management, trouble shooting, Maintaining desktop applications, local area networks, WIFI, IT security and telecommunications.
• Maintain current operating systems within job field which entails checking the systems periodically to ensure that they are working correctly, monitoring their work consistency and fixing any problems that may arise in conjunction with the operating system.
• Responsible for hardware and software installation, maintenance and repair.
• Performing routine audits of systems and software.
• Manage IT Budgets and expenditure on hardware and software.
• Recommending and implementing improvements and efficiencies.
• Having excellent time management, confidentiality and communication skills.
• Procurement of IT Hardware, Software and maintenance products and services.
• Installation and support of two Windows 2012 servers, 50+ Computers in 3 locations (Head office and 2 Clinics).
• Developing and implementing IT policies and procedures based on input from different departments within the business.
• Monitoring technology-related assets allocated to different parts of the company.
• Managing the implementation and maintenance of information technology equipment.
• Continuing to stay abreast of the newest innovations in different types of technology products, programming protocols and infrastructure related to systems currently in place as well as future plans.
• Maintain current operating systems within job field which entails checking the systems periodically to ensure that they are working correctly, monitoring their work consistency and fixing any problems that may arise in conjunction with the operating system.
• Analyzed information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications.
• Handle and coordinate all types of support activities of the users which include network support for all networking software.
• Schedule and plane backup of important data over the network on centralized network storage drive.
• Installation and support of two Windows 2003 / 2008 Advance servers, and 300 Windows XP / Windows 7 Client Computers in 4 locations (branch offices).
• Installation and support of MS ISA Server 2004, 2006.
• Maintenance and configuration of wireless ADSL routers.
• Creation of user accounts, security management, reset passwords, Hard Drive imaging, backups and restores.
• Managing the installation, configuration, and networking of system devices, operating systems software and applications throughout the network.
• Manage security against Viruses, spywares. Installation and support of Anti Virus programs. Daily update of security patches and Anti Virus definitions.
• Installation and configuration of hardware, including hard drives (SCSI and EIDE), tape drives, printers, and network adapters.
• Installation and support of Microsoft Outlook and Outlook Express.
• Monitoring network and server activity for performance and reliability.
• Managing the installation, configuration, and networking of system devices, operating systems software and applications throughout the network.
• Installation and support of Windows XP, Windows NT, Windows 2000 Professional, Novel Netware Server in addition to 50 client computers.
• Creation of user accounts, security management, reset passwords, Hard Drive imaging, backups and restores.
• Installation and configuration of hardware, including hard drives (SCSI and EIDE), tape drives, printers, and network adapters.
• Hardware Troubleshooting, Software Installation and Network maintenance of 3 offices.
• Installation and support of SOFTWAY COMUNICATOR (Network Based) program, which handles incoming, and outgoing faxes, emails and TELEX.
• Manage security against Viruses, spywares. Installation and support of Anti Virus programs. Daily update of security patches and Anti Virus definitions.
• Installation and support of Microsoft Outlook and Outlook Express.
• Backup and Restoring of Important data.
Responsibility included:
•Installation and support of Windows NT Servers plus more than 200 workstations, and to look after the Windows NT Networks of the Institute.
•Hardware Troubleshooting, Software Installation & Network maintenance.
•Installation of Network Cards, cables, connectors and assembling of computers.
•Help students to make their assignments in Java Script, Html, Flash, and ASP.
Responsibility Included:
Assembling and Installation of computers.
Working on Fastec Computer Website.
Maintenance of Cyber Cafe of Fastec Computers.
Technical support to Customers and Networking consultancy to corporate customers.
1 year diploma in E-Commerce. including ASP, Macromedia Dreamweaver, Macromedia Flash, Java Script.
3 months certification course for Ms Office 2000.
Graduate in Commerce from Karachi University. major Accounts.
2 years diploma in computer science.