Toqeer Bhatti

• Define and implement the IT Strategy (1 - 3 Years - Cloud strategy).
• Implementation of policies/standards to improve the quality and efficiency of support services based on ITIL methodology.
• Responsible for day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and system backups.
• Plan and implement upgrades needed to maintain service levels.
• Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures.
• Establish, maintain, and report on service level agreements for Infrastructure systems and services.
• Planning and implementation of workload migration from on prem to cloud.
• Manage IT department operational execution, including project planning, organizing, and the allocation of resources.
• Manage internal and external Compliance and Audits.
• Responsible to manage the IT infrastructure and Operation outsource team.
• Implementation of IT policies and procedures for the daily functions by coordinating with team members.
• Setting up the SOC and NOC in the organization
• Planning and lead the cloud strategy of the organization.
• Lead the paperless project as a part of Dubai Paperless Strategy.
• NOC setup and Management.
• Preparing and marinating the Polices and SOPs and all other infrastructure related documents.
• To achieve 98% SLA for IT Operations / service desk and 99.7%infrastructure availability
• Manage IT service desk and operational staff to provide technical support for a leading healthcare industry.
• Accountable/responsible for the Service Delivery through the service desk, Service Request, incident, Change and Problem Management
• Managing the current team of 9 Staff to run the daily operations of the end user support and infrastructure support.
• Manage Major IT Incidents by following Incident Management process and implemented all the changes through a robust Change Management process
• Provide input to performance evaluation & development planning for team members.
• Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during Change implementations.
• Monitors the progress of Incident, Service request, Changes and Problem Management through entire Lifecycle.
• Monitoring SLAs, ensuring timely closure of priority tickets, manage escalations, implementing & migrating systems to upgraded versions to achieve maximum efficiency in various operations.
• Manage and coordinate activities during overall life cycle of Incident, service, change and Problem Management.
• Responsible for hardware & software requisition cross sector, from ordering to delivery.
• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Motivating, coaching, and developing the team to deliver a first-class service.
• Responsible for CSI to enhance and improve the business process / requirements.
• To compile reports on SLA targets, numbers, and types of requests, communicating findings to the IT Director and to respond to any further requests for data that are required.
• To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met.
• Maintaining high service levels for customers through thorough quality control checks
• Focused and consistent attention to detail to ensure 100% adherence to Service Level Objectives for system availability and responsiveness to customer requests.
• Managing and supporting the ongoing projects for Application, infrastructure, and Desktop support team.

• NOC setup and Management.
• Preparing and marinating the Polices and SOPs and all other infrastructure related documents.
• To achieve 98% SLA for IT Operations / service desk and 99.7%infrastructure availability
• Manage IT service desk and operational staff to provide technical support for a leading healthcare industry.
• Accountable/responsible for the Service Delivery through the service desk, Service Request, incident, Change and Problem Management
• Managing the current team of 9 Staff to run the daily operations of the end user support and infrastructure support.
• Manage Major IT Incidents by following Incident Management process and implemented all the changes through a robust Change Management process
• Provide input to performance evaluation & development planning for team members.
• Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during Change implementations.
• Monitors the progress of Incident, Service request, Changes and Problem Management through entire Lifecycle.
• Monitoring SLAs, ensuring timely closure of priority tickets, manage escalations, implementing & migrating systems to upgraded versions to achieve maximum efficiency in various operations.
• Manage and coordinate activities during overall life cycle of Incident, service, change and Problem Management.
• Responsible for hardware & software requisition cross sector, from ordering to delivery.
• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Motivating, coaching, and developing the team to deliver a first-class service.
• Responsible for CSI to enhance and improve the business process / requirements.
• To compile reports on SLA targets, numbers, and types of requests, communicating findings to the IT Director and to respond to any further requests for data that are required.
• To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met.
• Maintaining high service levels for customers through thorough quality control checks
• Focused and consistent attention to detail to ensure 100% adherence to Service Level Objectives for system availability and responsiveness to customer requests.
• Managing and supporting the ongoing projects for Application, infrastructure, and Desktop support team.

• To achieve 98% SLA for IT Operations / service desk and 99.7%infrastructure availability
• Manage IT service desk and operational staff to provide technical support for a leading healthcare industry.
• Accountable/responsible for the Service Delivery through the service desk, Service Request, incident, Change and Problem Management
• Managing the current team of 9 Staff to run the daily operations.
• Provide input to performance evaluation & development planning for team members.
• Responsible for hardware & software requisition cross sector, from ordering to delivery.
• Co-ordinate and manage the day-to-day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.
• Motivating, coaching and developing the team to deliver a first-class service.
• To compile reports on SLA targets, numbers, and types of requests, communicating findings to the IT Director and to respond to any further requests for data that are required.
• To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resource so that customer deadlines are met.
• Maintaining high service levels for customers through thorough quality control checks
• Focused and consistent attention to detail to ensure 100% adherence to Service Level Objectives for system availability and responsiveness to customer requests.
• Created and deployed testing processes and procedures, reviewed and established contracts and service level agreements with suppliers and customers
• Created and deployed policies and Procedures for IT Department
• Managing day to day operations of service desk, delivery of services (L2 & Request Fulfilment) to end-users.

• Facilitated the Site Offices’ planning and mobilizing with data, voice communications and structured cabling as well as provided assistance in preparing layout proposals.
• Dealt with the preparation of site office IT budget and provided support to project teams in the IT expenditure forecast. Administered Vendor Management.
• Prepare method statements and perform risk assessment prior to the implementation of any tasks.
• Ensured efficient and on time operation of IT tasks by directing maintenance works and quality control including leading the development and training of IT operational staff and supervised performance.
• Manage IT service desk and operational staff to provide technical support for 1200 IT users across 7 offices and control day to day IT operations by implementing required policies and procedures.
• IT Asset Management- Manage all hardware/software IT assets across all project offices and keep track of IT assets using IT asset register. Conduct regular asset audits. Performs audits of all IT assets throughout the enterprise.
• Successfully transitioned the project deliverables to operations team with proper documentation
• Managed IT Procurement of all hardware/software required for the business.
• Conduct weekly team meeting, prepare weekly highlight reports, establish operational Issue and action log.
• Manage Major IT Incidents by following Incident Management process and implemented all the changes through a robust Change Management process.
• Defining roles, responsibilities and objectives for IT Operational staff and monitor their performance to achieve the departmental and business objectives.

• Maintaining all Kind of Server Installations 2003/2008
• Exchange 2003/2007 - Installation, Managing & Maintaining Exchange servers.
• VM Ware - Deployment and testing under VM Ware infrastructure.
• Web Security - Managing and maintaining Cisco iron Port for web filtering.
• Helping System Management - Helping system support in all kind of desktop & User End Support (Laptops, Desktops, Printers, Plotters, and IP Phones etc.)
• Incident Management - Log all calls into the incident management system and respond them in timely manner.
• Giving partial Administrative tasks to Particular User's through delegation of control.
• Providing Security Resource and Shared Folders & NTFS Permissions.
• Technical Software Installation - Auto Cad, MEP-Structural Revit, Bentley (Staad Pro, RAM Concept E-tabs, Auto Plant Piping, Auto Cad Civil 3D, MS Project.
• Backup & Restore Management-Backup & Restore for all the Servers using Symantec backup Exec.
• Handling 550 Machines in a network (Desktops & Laptops) (Dubai, Qatar and Bahrain)
• Remote Access Management - Management of RSA VPN tokens, administrating RSA Security console, maintaining Citrix Access Gateway.
• Permissions and Security, Delegation of Rights.
• Blackberry - Managing Blackberry Server, Blackberry devices & GOOD Application Server
• GOOD Application Server-Managing GOOD server for EMAILS (IPhone & Android Device)
• IP Phone System Management - Managing Nortel Call Pilot Server.
• Licensing Management - Managing licensing Server.
• Security System (Managing Cardax Security system, Encoding system etc.)
• FTP/SFTP Managing and Maintaining FTP Server. Creation of new accounts and troubleshooting problems.
• Service NOW- Helped Service desk team to implement service NOW successfully. Helping service desk team to resolve the tasks in timely manner.
• Endpoint Encryption- Managing PGP encryption, BIT Locker Console and troubleshooting all issues related to endpoint encryption.
• SCCM-Managing Microsoft System Center Configuration Manager for tracking assets inventory

IT Systems Engineer, Institute of Management & Information Technology Rawalpindi Pakistan

• Install and Configure Windows Servers
• Permissions and Security, Delegation of Rights, Encrypted File System (EFS)
• Handled troubleshooting concerns about networks, operating system and IP address
• Training new starters on Microsoft server platform
• Installing Operating Systems
• Installing Software, applications, Printers, Scanners, Webcams
• Troubleshooting and solving the problems caused in a computer