Usman Afzal

System Support Manager at GRANDSTORES LLC

• United Arab Emirates
• My current job since September 2012

Started as a System Support Member in September 2012, promoted to Senior System Support in May 2017, further elevated to System Support Acting Manager in September 2019, and currently serving as System Support Manager since October 2020, in recognition of exceptional leadership and expertise in managing system support operations. Design and execute IT policies and systems in alignment with organisational goals to facilitate efficient operations and fulfil management-approved objectives. Accomplish the seamless deployment of Sophos antivirus, implementation of ENS and DLP, and proficient management of application tags and policy removal for endpoint security and data protection. Play a key role in supervising Yeastar telephone systems and executing changes based on user requirements for the head office and branch locations to ensure seamless communication infrastructure alignment with organisational needs. Deliver ICT inductions to new users by educating and empowering them on governance, IT SLAs, security policies, and protocols to contribute to a secure environment. Deploy, oversee, and monitor a centralised CCTV monitoring system by using Hikvision solutions to ensure effective surveillance and security management across the infrastructure. Render a keen eye for detail to oversee incidents, service requests, and problems while tracking KPIs and metrics to guarantee SLA compliance and optimise operational effectiveness and customer satisfaction. Manage user backups using Veeam Backup and Replication as well as monitor machine replication to the DR site. Assume and maintain full accountability for overseeing Azure services, such as Azure AD, virtual machines, blobs, and storage. Administer and update cloud flare records to maintain optimal performance and security in the cloud-based infrastructure. Key Accomplishments
• Revamped outdated infrastructure by migrating from Exchange 2003 to Exchange 2010 and upgrading Active Directory from Server 2003 to 2008R2 to modernise systems and enhance operational efficiency.
• Enhanced organisational environment with cutting-edge technology, integrating advanced cybersecurity measures, AI solutions, and innovative customer support tools to optimise security, efficiency, and user experience.
• Implemented and maintained servers with diverse roles including HTTPS, domain controller, printers, RADIUS, DNS, DHCP, NPS, as well as managed Exchange servers within an Office 365 hybrid environment.
• Identified, addressed, and troubleshoot complex issues related to LAN, switches, IP, servers, telephony, networks, applications, and primary/third party applications through close collaboration with team members.
• Ensured secure, encrypted communication, fostering efficient, centralised network access and management by establishing and managing Cisco and HP switches, UniFi access points, and IPSEC VPN in 50 plus location.
• Achieved seamless business continuity by leading diverse teams in swiftly examining critical incidents, devising innovative solutions, and maintaining uninterrupted operations during challenging situations.
• Administered Sophos and Fortinet firewalls within the network, including Access Control Lists (ACLs) in accordance with policy requirements or user demand to ensure robust network security.
• Recognised and resolved problems by assessing services such as network status and metrics related to application server consumption to guarantee uninterrupted service delivery and optimal performance.