imran khan updated cv

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Curriculum Vitae Imrankhan A Pathan Date of Birth: June 17, 1979 Contact: [email protected] . Objective Excel in IT Infrastructure Management, ITIL/ITSM based Operational efficiency drive and Client relationship management. Experience 14+ years Industry Standard Certifications 1. ITIL V3 Foundations Certified 2. ASCENT Leadership Program 3. Cisco Certified Network Associate (CCNA) 4. MCP (Microsoft Certified ) Experience Since June 2001 Organization Aegis Ltd. {An Essar Enterprise} From August 2005 As IT Manager – Service Delivery, o Working as “IT Head – Pune IT Operations”, reporting to Associate Vice President – Aegis Ltd. IT Head – Pune IT Operations: Responsibilities include: o Upkeeping and maintaining Program Infrastructure uptime SLAs. Handling Seamless Ramp-up, Ramp-down, Inter/Intra facility movements, New program roll-out etc. Liasoning with client on infrastructure requirements for new product, tool roll-out and ensure smooth go-live. BCP/DR in case of major network outage and update clients on the same. o Managing SPOCs and Site Leads/Site Managers: SPOCs are the single window for the clients to interact with Aegis Ltd, who work closely on client requirement and deploy the same. Site Leads are the facility IT managers for each facility and report into Site Managers who own several facilities. SL/SM are responsible for resilient & seamless IT infra in terms of systems,

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Page 1: Imran Khan Updated CV

Curriculum Vitae

Imrankhan A PathanDate of Birth: June 17, 1979Contact: [email protected].

ObjectiveExcel in IT Infrastructure Management, ITIL/ITSM based Operational efficiency drive and Client relationship management. Experience14+ yearsIndustry Standard Certifications1. ITIL V3 Foundations Certified 2. ASCENT Leadership Program 3. Cisco Certified Network Associate (CCNA)4. MCP (Microsoft Certified )

ExperienceSince June 2001

OrganizationAegis Ltd. {An Essar Enterprise}

From August 2005As IT Manager – Service Delivery,

o Working as “IT Head – Pune IT Operations”, reporting to Associate Vice President – Aegis Ltd.

IT Head – Pune IT Operations:

Responsibilities include:

o Upkeeping and maintaining Program Infrastructure uptime SLAs. Handling Seamless Ramp-up, Ramp-down, Inter/Intra facility

movements, New program roll-out etc. Liasoning with client on infrastructure requirements for new

product, tool roll-out and ensure smooth go-live. BCP/DR in case of major network outage and update clients

on the same.o Managing SPOCs and Site Leads/Site Managers:

SPOCs are the single window for the clients to interact with Aegis Ltd, who work closely on client requirement and deploy the same.

Site Leads are the facility IT managers for each facility and report into Site Managers who own several facilities. SL/SM are responsible for resilient & seamless IT infra in terms of systems, telephony, network, Power, Servers and Data Centre upkeeping.

o Represent Aegis for Operations review both internal and with clients.

o Responsible for over-all IT management & infrastructure of the Pune center.

o Also responsible for all IT maintenance activities, IT security, fire-walls etc. Handle IT audits and compliance requirements.

Page 2: Imran Khan Updated CV

o Work closely with Business and Operations to ensure that all Tech operations meet or exceed standards, Client escalation for major & critical issues.

o Participate in ISO 2000, COPC, SOX, ERS, SAS 70, ISO 27001 etc. Audits.

o Lead and handle a team of system administrators.o Work closely with GAIM (Global Asset & Inventory Management)

team for adequate stock of technology spares.o Troubleshooting Systems and Network Problems.o Work closely with COPS (Centralized Operations) team on proactive

planning of seats.o Trouble Shooting over Leased Line ISDN Connectivity.o Conduct feasibility studies for various upgrade projects,

improvements, and other conversionso Work closely with CM (Change Manager) to plan, approve changes

and also being a part of the CAB (Change Advisory Board) Committee.

o Work closely with GSD (Global Service Desk) to ensure maintains SLA on the tickets created facility wise.

o Work closely with the BTT (Business Transition Team) on new product roll-outs by Clients and internal teams.

o Work closely with Aegis on new software implementations in Aegis for both internal and external clients.

o Part of Global Core IT team on both IT operational meets and IT Strategy meets every week.

o Part of Core IT budgeting committee.o Responsible for constructing a clear communication to the team in

all aspects like Forecast, Volume, etc. and educate the team to follow the pre-defined process for the better result.

o Ensured effective staff motivation, providing performance feedback and recommending salary increases.

o Interacted with Clients and resolved issues by redirecting questions within the group as needed.

o Lead a team of 13 Technicians and responsible for their performance on extending voice & Data support to the Domestic customers on technical grounds.

o Analysis on network setup of newly signed up clients. Involves in reworking, reshaping and enhancing the existing network setup to suit our requirements and to host our application.

o Was accountable for activities like Escalation Calls, Client Updates, Technical Updates and Floor Support for the Team

o Supporting/Handling PC based Hardware and Software problems for 1800 + PC’s.

o Ability to work in accelerated Project Environment, Report & Technical writing Skills, leading a Team of engineers together to achieve the project.

o Good communication skills, including being able to give & follow the Instructions and Presentation skills, including being able to deal with conflict & difficult situations, leadership, delegation, conflict resolution & negotiation. Also a very good Team worker, Team leader.

Achievements:

Achieved various 'Go Green' initiatives in the last 2 years.

Page 3: Imran Khan Updated CV

Various Operational Excellence initiatives effected and through Operational efficiency achieved cost savings.

As part of our 'Secure Desktop Environment' initiative, implemented '5 Stage Desktop Lockdown' policy to comply with all internal and external audits and standards.

VDI deployed for more than 1500 desktops. Implementation of Incident Management, Change Management

and Problem Management process in Altiris as per ITIL guidelines.

Automation of various ITIL based incident alert processes and escalation processes done through the Altiris helpdesk tool.

IVR automation for password reset implemented and effected additional 10% inbound call volume efficiency.

Handling the Transition for Mobility Project, Banking Project, for Inbound & outbound processes.

Installation of Leased lines, E1, PRI, ISDN connectivity through EPABX (Coral, AYAYA)& Internet connectivity through MUX (MPLS, Broadband, Leased lines).

Set to be the best performing Team lead as contributed to control attrition while focusing on the process metrics improvement constantly.

Complete Network Transition for (Airtel Outbound) Vodafone, Idea, Airtel, Loop, Idea, Etisalat, TATA-Indicom (CDMA & GSM), Kotak, ICICI-Pru, Make my Trip, Videocon, Onida, HUL, Anand Rathi, Nissan, SMC, Inbound & outbound processes.

Installation of Leased lines, E1, PRI, ISDN connectivity through EPABX (Coral, AYAYA)& Internet connectivity through MUX (MPLS, Broadband, Leased lines).

Done the Datacenter Installation at three premises in Aegis Pune.

Installation, configuration & Troubleshooting of Domain, Active directory users & Groups using windows 2003 Enterprise server on Appr.500 computers.

Managing Internet, Antivirus, File, Voice Logger & FTP servers. Manage and set priorities for the design, maintenance,

development, and evaluation of all infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, and so on.

From April 2004 till August 2005

Organization

ICC Pvt Lid (Support for SIFY Ltd)

Working as Network Engg – IT, managing the Server vertical (Open Source, Windows and Messaging) for the group companies.

Directly reporting to V.P – IT operations and dotted line reporting to the Chairman.

Responsibility

Network Engineer

Installation and maintenance of the POP setup for ISP operation providing Internet Bandwidth through SIFY Ltd for our Corporate customers.

Achievement:

Page 4: Imran Khan Updated CV

Client Satisfaction Survey score of 5/5, for best co-ordination, innovativeness, frequent and open communication, effective leadership and best Customer Service.

From February 2003 to March 2004

Organization

Compu Hard System Pvt. Ltd PuneResponsibility

Hardware & Network Engineer Region’s Technical Administration Provide AMC and sales Services of computer peripherals

Establish small network, sole problem, Hardware Troubleshooting and maintenance of small

company Network which is in AMC. Assemble new machines.

From June 2001 to January 2003

Organization

Rim Zim Sales & Service Pvt Ltd Responsibility

Hardware & Network Engineer.

Directly reporting to V.P Sales and Services of Computer peripherals, Establish small network. Hardware Troubleshoot-

ing

And maintenance of small company network which in AMC.

Academic QualificationMaster in Computer Management (MCM)1999-2001.

Contact Information

Imrankhan A PathanFlat No: 4, Kausar baug Soc, NIBM Street,Pune - 4110048. India.Mobile: 00 91 98228 81953.Email: [email protected] Details:Passport Number : N3383255Valid till : Dec 2025.