Asif Javaed

Dubai, UAE • +971 501896742 • asif_javaed@hotmail.com

Senior IT Management Profile

Executive Summary

Qualified senior IT professional with 13 years of experience in rendering innovative solutions to business units in compliance to IT Operations standard processes, procedures and policies.

Strong background in in defining IT strategies to match with organizational business objectives; conduct root cause analysis on potential business impact related to change.

Adept at implementing various service improvement plans/ budgetary controls for enhancing existing business processes as well as maintaining consistent cash flow and meeting financial expectations from the assigned projects.

Proficient in managing multiple projects through task, milestone, and objective tracking along with metric reporting; collaborate with business partners to create clear program goals and potential program improvements.

Capable of driving teams to achieve results, communicating with people across the organizational hierarchy and consistently delivering results in high-pressure environment.

Key Skills

IT Service Delivery Management Risk Assessment & Mitigation Internal Controls

Incident & Change Management SLA / ITIL Compliance Documentation & Reporting

IT Infrastructure Management Business Process Reengineering Root Cause Analysis

Internal & External Audit IT Asset Management

IT Operations / IT Project Mgmt IT Procurement Management

Quality Assurance Vendor Development

Client Relationship Management IT Helpdesk Management Team Leadership

Professional Experience

IT Service Desk Manager (Mar 2015 - Present) Al Naboodah Group Enterprises LLC, Dubai, UAE

Highlights:

Proactively analyzed the existing business processed and pioneered their reengineering to attain SLA Targets (98.6%)

Successfully introduced and implemented MPS services to reduce 35% of printing cost.

Piloted the development and implementation of IT Asset Management system to save millions every year.

Applied RPA (Robotics Process Automation) to get lighting fast results which enhance customer experience.

Reduced reopened tickets to tiniest numbers by training the team.

Distinguished for c9onsistently achieving high level of customer satisfaction. Key Responsibilities:

Spearhead operations of 4 teams like IT Helpdesk / Service Desk / Call Center Team, IT Workshop Team and IT Onsite Support Team.

Conduct internal repairs, internal / external data recovery, external repairs and manage annual maintenance contracts

Function as SPOC (Single point of Contact) for catering to IT requirements of the group by effectively managing IT Service Desk operations and services.

Maintain updated tickets through ticketing system - Manage Engine Service Desk Plus (ITIL framework compliant tool) for logging and resolving tier 1 requests.

Manage escalation of critical issues to the tier 2 and 3 support teams for ensuring effective resolution and enhanced client satisfaction.

Render phone support, remote support and conduct field visit to solve desktop support related issues as well as identifying and assessing access and control related ticket to concern application OR infrastructure administrators.

Follow up with concerned stakeholders for ensuring compliance to various SLA parameters (approved by IT steering committee) pertaining to resolution of trouble tickets.

Involved in end to end management of IT workshop including defining and implementing processes and enhancing operational efficiency by introducing new trends and techniques.

Guide team members in conducting internal and external repairs and data recovery based on business and operational requirements.

Render IT Onsite Support to remote/construction site offices all over UAE pertaining to ensuring connectivity of domain controllers on site.

Supervisor Service Desk (Jul 2009 – Mar 2015) Saeed & Mohammed Al Naboodah Group, Dubai, UAE

Highlights:

Introduced ITIL compliant ticketing tool to automatically log tickets to give best response time to users

Trained staff to increase FCR (First Call Resolution) of tickets & published knowledge base for users for self service

Flagged reoccurring incidents to relevant teams and follow-up till permanent fix

Introduced quality scoring for service desk agents for their continual improvement

Key Responsibilities:

Involved in end to end management of the Service Desk and catering to 100+ sites with over 2500 users in compliance to ITIL methodologies.

Followed up with internal and external stakeholders in ensuring compliance to various SLA parameters pertaining to resolution of requests initiated by users / Business Unit aimed at enhancing client satisfaction.

Partnered with Wipro in implementing processes/procedures according to ISO & ITIL standards to enhance operational efficiency.

Assessed call type logged in Service Desk software /through phone/e-mail to be assigned to concerned team of engineers working on sites.

Highlighted critical technical issues and other operational bottlenecks to the Service Delivery Manager for SLA Breach and changes in Service Desk Software and Administration for reporting purposes.

Conducted Root Cause Analysis (RCA) for out of SLA Tasks/calls, implementation of new technologies & full compliance of project.

Managed administrative aspects related to setting up duty roster for service desk aimed at maintaining seamless operations and optimized resource utilization.

Prepared and processed Service Desk Daily, weekly & monthly performance report to management, Internal, Service Desk agent’s performance report (Daily), Daily PABX (Incoming & out going phone calls) report for Service Desk

I.T Procurement Coordinator (Nov 2007 – Jul 2009) Al Naboodah Group, Dubai, UAE

Highlights:

Researched & employed new IT solutions that led to significant enhancement in Group IT’s effectiveness and performance.

Streamlined the standardization of regularly purchased laptops/desktops to negotiate best price directly from manufacturers

Attained saving of 43 % cost by introducing benchmark techniques to evaluate a product for its replacement/reuse/retirement

Purchased solutions with trainings / Knowledge sharing to develop internal capacities & save on AMCs later on

Key Responsibilities:

Interacted with vendors for ensuring compliance to material delivery schedules based on project and operational requirements.

Enhanced cost effectiveness of IT

Researched new vendors and partners to obtain the most cost effective pricing for IT equipment resulting in immense savings for the company.

Spearheaded cross-functional initiative to achieve effective buying for the major Construction Contracts from IT procurement.

Used Imaging, software metering for computers in the workshop.

Complete IT asset management from procurement till deposition

Previous Assignment

Supervisor IT Operations (GTR), Global Telecom Ltd, Pakistan (Oct 2005 – Jul 2007)

Education

B Sc. (Computer Sciences), Preston Institute of Management Science & Technology – Pakistan, Karachi (July 2005) PROFESSIONAL DEVELOPMENT: Certifications:

ITIL OSA: Operational Support & Analysis, Pursuing

ITIL® Foundation Certificate in IT Service Management, Certified by Axelos Global Best Practices 2017

Certified Snow Administrator, Snow Training Academy / Snow Software, 2016

Certified Snow Specialist, Snow Training Academy / Snow Software, 2016

CWNA - Wireless Administration, Vendor Neutral Training/ CWNP, 2011

Cisco Certified Network Associates, Corvette / CISCO, 2007 Training courses and workshops:

Time Management, Internal/ Al Naboodah , 2010

Team Building, Internal/ Al Naboodah , 2010

Soft Skills Essentials for IT Service Desk, Internal/ Al Naboodah , 2010

Customer Service - Fish Bone Philosophy, Internal/ Al Naboodah , 2011

Windows 7 – Transition from XP to Windows 7, Internal / Microsoft, 2011

Projects

Implementation of Manage Engine Service Desk Plus - IT Compliant ticketing tool to implementing ITIL frameworks as best practices

Migration of Windows 8.1 to Windows 10 - Part of Planning, implementation, reporting (Currently in process)

MPS (Managed Printing Services) - Planning and implementation which reduce printing volume to save cost

Active Directory cleaning - Reduction of licenses for cost saving

Migration of Windows 7 to Windows 8.1

SAM (Software Asset Management) - Identify legitimate software and revisit their need to reduce to minimum for cost saving

HAM (Hardware Asset Management) - Inventoried hardware and monitor usage to assign right equipment to right employee

Compatibility check for Windows 8.1 & 10 in Al Naboodah’s Environment - Assigned by SDM, Planning, implementation, reporting

Migration of Windows XP to Windows 7 - Part of Planning, implementation, reporting

Inventory of spare IT equipment & procedures / Processes for their Issuance - Administration, planning, reporting

OS Imaging for standard desktops / laptops - Part of Planning, implementation, reporting (Currently in process)

Personal Details

Nationality: Pakistani

Date of Birth: 17 Dec 1979

Marital Status: Married

Hobbies and Interests: Playing Cricket, Reading Books

Languages: English, Urdu and Punjabi

Visa Status: Employment