sheraz

Service Desk Manager

 Global Office 365 migration – planning and implementing migration of office 365, working with hosted email provider and internal IT operations engineers through various time zones deploying email migration path to over 1000 users
 3rd party vendor management – delivering services to external vendors, managing service delivery
 ITIL Framework Implementation – implementing ITIL best practices to NYU and Argus media who are rapidly growing and maturing
 IT recruitment – involved in IT recruitment for over 4 years recruiting IT staff ranging from apprentice level to 3rd line support
 Multi-Site Management – Managing Global sites delivering technology and services strategy
 ITSM/Service Desk Management/Global Lead – Leading 15+ helpdesk technicians from 1st and 2nd line support who work in multiple teams sizes spread across various locations as well as contractors. Responsibilities ranging from incident management and remote/phone support through to desk side assistance in variety of hardware and software platforms whilst also ensuring service levels are kept to a high standard and tickets resolved in a timely manner as well as incident/major incident management and IT service delivery
 Windows 10 Migration – planning strategy and deployment of global rollout for windows 10
 Vendor Management – Managing relationships with multiple vendors who provide a wide range of IT services
 IT Training – Creating companywide user workshops on new technologies and training users on new hardware/software such as PDA’s/Blackberry’s and Microsoft office suite upgrades
 Project based work – design and implementation of Video conferencing technologies such as Lifesize and Polycom, managed print services, IT collaboration platforms such as smart interactive white boards as well as IT licensing.

Experience with:

• Microsoft Office suites/o365 Mid to Advanced level
• Windows Server 2003/2008/ Symantec backup exec: backups and restoring data
• Microsoft Windows XP to Windows 10: repairing faults/troubleshooting OS problems/testing new releases
• Microsoft Active directory 2003 –2010: Creation/administration of users, creating new accounts, groups policies & privileges
• Tablets Devices: including windows 8/10, Surface RT and Surface Pro, Android, Apple OS as well as leading manufactures such as Dell,HP- Device setup/support encryption
• Bit Locker/True Crypt encryption software: Ensuring all laptops/tablets and kept secure
• RSA Secure ID: Management of console, issuing secure ID tokens for VPN connections
• Skype/Microsoft Lync: user management, end user support for Skype chat/video
• Smartphones: Samsung Galaxy S range IPhone, Windows Phone 8 – Device configuration and support including emails, applications and secure encryption of devices
• Manage Engine, Cherwell & Dell Kace helpdesk Management suite: administration of system and IT ticketing
• Symantec Endpoint protection – administrating software and deployment to laptops and PC’s
• IBM Lotus Notes Client 7.1-8.5: configuration of users with domino server, troubleshooting user support
• Ricoh/Xerox multifunction printer/copier : Configuration and support contracts
• Training/Documentation: Training users on new products/creating documentation
• Avaya IP office version 7.0 – Administration and creating new users
• Microsoft Exchange 2003 –2013: Creating mail accounts, contacts, and mailboxes. Administrating users, OWA access, active sync and mobile device management.
• Video conferencing : Research implementation, support of and administration of Video Conferencing systems including Lifsesize and Polycom
• Architectural software deployments: Setting deployments or AutoCAD, Revit, Adobe 3D Studio Max software
• Microsoft Exchange 2003 –2013: Creating mail accounts, contacts, and mailboxes. Administrating users, OWA access, active sync and mobile device management.

BOOK A CHAT