Open To Work
Nasir Ali
Jeddah
Summary
Information service delivery professional with extensive experience in information system and systems integration. Proven track record of enhancing business satisfaction and achieving organizational goals through effective communication and problem-solving skill set.
Highly organized and detail-oriented, consistently meeting project milestones within defined SLAs. Adaptable and proactive, committed to excellence in all tasks.
Overview
15
15
years of professional experience
3
3
Certification
Work History
Information Technology Specialist
Infosys
Jeddah
08.2015 - Current
- Company Overview: Service delivery at Reckitt Benckiser, where I take care of IT infrastructure, end-user computing, and digital services as part of supporting the business and designing workflows for teams.
- In this role, I implement the ServiceNow incident support process and define the roles and responsibilities of handling incidents by the SME teams.
- Handling the watch list, the frequency of incidents, and the updates based on defined SLA priority.
- Oversee to ensure the VIBE partnership aims to deliver quality service, measured by the efficiency and effectiveness of the service.
- Ensure tickets are in the right state, with appropriate comments or work statements.
- Ensure issues and requests raised by users on agreed contract types are being responded to and acknowledged by front liners at the timelines indicated in the SLAs.
- Engage and work with relevant teams for the resolution of situational problems that arise based on in-scope services, which are being covered for delivery.
- Ensures that incidents are resolved within the agreed timeframe to limit potential escalations from the customer and stakeholders. Moreover, set the 1st-2nd level escalation matrix.
- Implemented the HAM (Hardware Assets Management) process module.
- Closely work with the customer's business needs and set SLA priorities, response time, and resolution timeframe based on business impact and urgencies.
- In this role, I also assure that incidents and the ticket details are checked and reviewed by front-liners, and if it falls under Service Request rather than incident.
- Validate SR obtains the right level of approvals before implementations or deployments.
- Develop and update service designs, including process workflows related to the customer.
- Responsible for bringing BAU back to stable levels after the impact of the June 2017 cyber attack.
- Bridging local vendors and global service delivery teams to resolve service design issues, SLA breaches, unexpected trends, and service improvement plans.
- Validate that the ITSM tool configuration (ServiceNow) is fit for purpose.
- Develop and create service reporting for regional engineers' dashboards in ServiceNow.
- Raise a request in ServiceNow for the resolution of issues that must be sorted out by other IS teams.
- Perform data gathering and analysis.
- Maintain service-related documents, e.g., the Operations Manual, Standard Operating Procedures, and Local Play Books, etc.
- Provide support to the Global Delivery Director and Regional Service Delivery Managers.
- Assess service performance against SLAs, and make recommendations for improvements.
- Provide input into test scenarios and test scripts; work with customers and ITIS colleagues to ensure changes are appropriately tested and accepted, assisting with testing where applicable.
- Minimize the operational and financial impacts to the business.
- Set and meet stakeholders' expectations.
System Admin
DunyaTV Network
Lahore
10.2008 - 11.2015
- Implemented and administered Windows 2003 Active Directory, establishing standard backup policies and executing server backups.
- Configured and managed Windows-based DNS and DHCP servers, ensuring effective domain user management and permissions setup.
- Developed custom Group Policies to enhance domain security while creating Organizational Units and groups with assigned permissions.
- Established wireless LAN connectivity by installing Huawei and Cisco devices for seamless user access.
- Designed and implemented a Hikvision surveillance system for comprehensive monitoring of premises.
- Provisioned and set up Teams Meeting Rooms with HP Slice G2 SRS, integrating conference peripherals for optimal functionality.
- Executed installation and configuration of various Windows operating systems, ensuring appropriate software packages were deployed.
- Provided network troubleshooting, IP address assignments, data management, and security measures while maintaining antivirus solutions across IT infrastructure.
System Administrator
Interlogics
Lahore
11.2007 - 08.2008
- Installed and configured Windows 2000 family and 2003 Server operating systems.
- Managed Microsoft Windows 2000 Advanced Server and 2003 Server integrations, including ADS, DNS, DHCP, and Group Policy application.
- Configured, maintained, and troubleshot IIS 6.0 servers to ensure optimal performance.
- Diagnosed and resolved operating system and hardware issues, including BIOS updates for motherboards.
- Installed and configured various peripherals such as multimedia kits, hard drives, printers, scanners, LAN cards, sound cards, and display cards.
- Maintained LAN infrastructure and conducted wired and wireless continuity testing.
- Executed user backups of critical files and folders while performing system maintenance tasks.
- Collaborated with departments to analyze requirements and solve technical problems.
System & Network Admin
UNION Communication (Pvt) Ltd
Lahore
03.2003 - 10.2007
- Managed network for over 100 client systems with high availability.
- Installed, maintained, and configured domain server to ensure optimal performance.
- Executed installation and maintenance of computers to support user operations.
- Configured and maintained networks using Star and wireless technologies for seamless connectivity.
- Handled comprehensive Computerized Management Software developed in VB6 and SQL Server 2000.
- Facilitated support for computer users, managers, and directors regarding usage issues.
- Managed data backups and provided centralized access to main database for staff.
Education
Bachelors - Computer Science
Folks College of Information & Sciences
03.2007
Skills
- Incident management
- Service level agreements
- ITIL framework
- ServiceNow administration
- Process workflow design
- Network security
- Customer service management
- Project planning
- Risk assessment
- Stakeholder engagement
- Training development
- Team management
- Time management
- Excellent communication
- Microsoft office
- Organization and time management
- Attention to detail
- Hardware asset management
- ITIL best practices
Cover Letter
Overview about myself and how I am suitable for the IS/IT function to support business with my best practices and experience, which I gained during my career in the IT industry. I am an individual with a strong work ethic and a positive attitude. Throughout my work experience, I have demonstrated excellent communication and problem-solving skills, allowing me to effectively collaborate with colleagues and the team, resolve any challenges that may arise, and set the IT function in the best interest of organizational goals. I am highly organized and detail-oriented, ensuring that tasks are completed efficiently and to a high standard within the defined timelines. I always adopt a proactive approach to eliminate threats that may cause delays in the timelines of project milestones. Furthermore, I am known for my ability to adapt to new situations quickly, and to set expectations for stakeholders, enabling me to thrive in dynamic work environments. Overall, my personality and work experience reflect a dedicated and effective professional who is committed to achieving success in the management role of the projects I undertake.
Certification
- Windows Server 2008 Applications, infrastructure and configuring.
- Windows Server 2008 Network Infrastructure, configuring.
- Windows 7, Configuring
Training
- Cisco CCNA routing and switching.
- Huawei HCIA and HCIP.
- Problem Management Policy V1.0.
- IT SOP GLOIT Change Management.
- IT SOP GLOIT Incident Management.
- IT POL GLOIT-G3 IT Governance V2.0.
Sec Membership
Valid ID 708754
Languages
English
First Language
Arabic
Elementary (A2)
A2
Work Preference
Work Type
Full TimeContract WorkLocation Preference
On-SiteRemoteHybridTimeline
Information Technology Specialist
Infosys
08.2015 - Current
System Admin
DunyaTV Network
10.2008 - 11.2015
System Administrator
Interlogics
11.2007 - 08.2008
System & Network Admin
UNION Communication (Pvt) Ltd
03.2003 - 10.2007
Bachelors - Computer Science
Folks College of Information & Sciences