رضوان أشرف

Manager Technical Support IT في PTCL (Etisalat)

• باكستان - إسلام أباد
• أشغل هذه الوظيفة منذ فبراير 2008

I am managing 2000 users for north zone (Islamabad+Rawalpindi) and also providing technical and managerial support to other zones like Central(Lahore) & South(Karachi) zones. which includes :
• Manage CA Service Desk Application for incidents logging/ticket generation.
• Support/maintain the organization local-area network (LAN/WLAN).
• Maintain network hardware and software, analyze problems, and monitor the network to ensure its availability along with services like mails, web services etc., to system users.
• Coordination with different vendors in order to hardware/software support.
• Create and maintain a training program for increased business, customer service and technical knowledge for PTCL IT staff & end users.
• Managing different SOPs for deployment of different licensed softwares and applications as per system requirements with the interaction of Microsoft Pakistan
• Administration of MVLS (Microsoft Volume Licensing) for PTCL users.
• Provide performance reports (KPI) of IT support staff to Management.
• Keep excellent coordination between IT management & staff.
• Provide suggestion to IT policies makers when policies are being designed.
• Prepared staffing plans.
• Develop and update plans for new product/service releases.
• Prepare the support team for new product/service releases.
• Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support
• Arrange equipment, tools, and space needed to allow team members to adequately support the end users.
performance. This will consist of resource management for incoming end users inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
• Resolve daily issues of a complex scope that impact the team and overall business objectives