Arslan Ali
London
Summary
Experience in Incident Management/Change Management/ServiceDesk with a demonstrated history of working in the outsourcing / offshoring industry. Skilled in Service Delivery, Technical Support, Service-Level Agreements (SLA), Customer Relationship Management (CRM).
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Education
MSc Management -
Middlesex University
London 01.2023 - 01.2024
MSc IT - Information Technology
The University of Lahore
Pakistan 09.2012 - 11.2015
Certification
- HCIA (Huawei Cloud Computing) – (April, 2022)
- HCIA (Huawei Security) – (April, 2022)
- AZ-900 (Azure Fundamentals) – (August, 2022)
- Networking & Cloud Computing Technologies - NAVTTC Certificate (September, 2022)
- Anaplan Model Builder Certificates
- Anaplan Agreement Form – September, 2022
- Anaplan Level 1 Model Building – October, 2022
- Anaplan Level 2 Model Building – November, 2022
- Anaplan Model Builder Certificate – November, 2022
- Anaplan Completion Certificate – November, 2022
Workshops
- Attended Workshop on Interpersonal Skills organized by IBEX Global Organizational Development Dept. (September 2013)
- Attended Workshop on Essentials of Leadership organized by IBEX Global Organizational Development Dept. (November 2015)
- Attended Workshop on Management Skills organized by IBEX Global Organizational Development Dept. (March 2016)
Skills
- Proficient in ITIL (Information Technology Infrastructure Library) framework and practices
- Experience in implementing and managing IT service processes such as Incident Management, Problem Management, Change Management, and Service Level Management
- Strong project management skills to oversee the delivery of IT services and projects
- Experience in managing relationships with third-party vendors and service providers
- Ability to adapt to changing technology landscapes and business requirements
- Continuous improvement mindset with a focus on optimizing IT service delivery
- Ability to identify, assess, and mitigate risks associated with IT service delivery Implementing strategies to proactively manage and minimize potential disruptions
- Skilled in preparing reports, documentation, and presentations
Awards/Achievements
- Leadership Award
2017 | Ibex. Annual Employees Day
- Team Collaboration Excellence
2021 | Ibex. Annual Employees Day
- Excellent Client Engagement
2022 | NGT Townhall
- Event Coordinator and Vice President - Media Group
2013 | The University of Lahore, Pakistan
- Student Voice Leader
2023 | Middlesex University, London
Technical Skills
- Experience in Microsoft technologies: Active Directory Services, DNS, DHCP, VPN, Remote Access Service, Remote Installation Services.
- Experience with other Microsoft products: Office 2003/2007/2010/2011, Exchange 2003/2010.
- Hands-on experience of other tools: Fresh Service, ServiceNow, Manage Engine, Change Gear, Trak-IT, Datto, Sophos, Avaya Site Administrator, Auvik.
- Good knowledge of Telephony Software: Avaya SiteAdministration, Avaya CMS Supervisor.
- Comprehensive knowledge of VPN Software: RSA Authentication Manager, Cisco VPN Client.
- Good knowledge of VMware/Vsphere version 3.5/4.0/4.1/5 and Setting of VM priorities, Cloning and Snapshots.
- Troubleshooting azure related issues and engage internal teams and vendor for issue resolutions.
- Knowledge of monitoring and alerting tools (e.g., Nagios, SolarWinds)
- Experience with collaboration tools like Microsoft Teams, Slack
- Experience with MDM solutions for managing mobile devices within the organization.
- Familiarity with IT asset management tools to track and manage hardware and software assets.
- Awareness of IT governance frameworks (e.g., COBIT) and compliance requirements
- Understanding of server and infrastructure management, including data centers and server rooms.
- Understanding of data backup and recovery solutions to ensure data integrity and availability
- Excellent Troubleshooting skills both with hardware and software in windows environment
- Understanding of CI/CD pipelines for efficient software delivery.
Accomplishments
2013 | The University of Lahore, Pakistan
Event Coordinator and Vice President- Media Group
2017 | Ibex. Annual Employees Day
Leadership Award
2021 | Ibex. Annual Employees Day
Team Collaboration Excellence
2022 | NGT Townhall
Excellent Client Engagement
2023 | Middlesex University, London
Student Voice Leader
Timeline
MSc Management -
Middlesex University
01.2023 - 01.2024
Project Lead
NGTSOL
01.2022 - 12.2022
Lead - Global IT Operations
Ibex.
07.2015 - 01.2022
MSc IT - Information Technology
The University of Lahore
09.2012 - 11.2015
Assistant IT Administrator
Annzo Corporation
03.2011 - 11.2012
IT Support Analyst
The Resource Group Pakistan
12.2002 - 06.2015
Work History
Project Lead
NGTSOL
01.2022 - 12.2022
- Manage projects from project inception to successful completion; lead the orderly progression of projects from the proposal stage through project completion by interacting with administrators, IT staff, faculty, and key stakeholders
- Coordinate with stakeholders and technologists to define agreed-upon project scope, outcomes, requirements, schedule, and resources; develop actionable project plans and project artifacts; identify, manage and escalate, as appropriate, project risks, issues, and roadblocks to timely delivery
- Lead Change, acting as a change agent using skills and expertise to inspire a shared purpose of intent, and drive project awareness, communications, and training while ensuring effective transition into operations
- Manage resources, scope, prioritization, work plans, and the investigation of future enhancements
- Develop and implement project communications framework to ensure well-informed stakeholders, end-users, and technical staff
- Facilitate and drive work sessions; leveraging a flexible toolkit of techniques, with the ability to adapt the approach to the needs of the project
- Coordinate with key stakeholders within all of the IT Service Delivery paths (Service Desk, Incident Management and Change Management)
- Organizing and leading meetings and facilitating group work sessions
- Liaising with stakeholders and vendors to lead discovery of both technical and non-technical solutions to meet requirements
- Overseeing development and testing of evaluations, product/process enhancements to improve service delivery
- Provide guidance to IT PM community, as an active contributor to standards, processes, and toolsets that broaden and mature the project
- Facilitate customer communications process definition and assist service managers in communications creation for planned and unplanned service interruptions and changes as part of incident and change management, as well as release and deployment.
Lead - Global IT Operations
Ibex.
07.2015 - 01.2022
- Managing a team of 18-25 Analysts situated in different parts of the country
- Change Management - Managing and coordinating enterprise-wide changes within the organization
- Oversee, manage and ensure smooth operation of the department
- Carefully assessing various issues/risks and systematically guiding the team to appropriate/quickest resolution
- Ensure that all the team adheres to and are in compliance with corporate guidelines for all processes and procedures
- Proactively identifying process improvement opportunities and taking the proper initiative to achieve these
- Co-ordination and management of team workload
- Managing documentation of department policies/procedures
- Managing team statistics, scheduling, staffing, leave requests
- Interviewing, hiring and training of potential staff and managing employee retention
- Determine training needs of the team and overseeing a development plan for improvement
- Engage in informal/formal knowledge transfer
- Managing client stakeholders
- Building/maintaining proactive relationships with various personnel within the organization
- Broaden own technical, functional and industry skill base.
IT Support Analyst
The Resource Group Pakistan
12.2002 - 06.2015
- Acting as 1st Line support for the users, carefully assessing the severity of the issues and escalating them to relative support departments according to set policies and procedures
- Accurately maintaining the log and track of reported issues, and Client reporting
- Working Directly under Incident Management Team, be in command to various enterprise-wide minor and major outages, working efficiently towards root cause analysis, management and client reporting relating to outages
- Dealing with desktop support issues and application issues (Microsoft Office applications, client provided applications, in house developed applications); ensuring and applying essential updates & fixes
- Networking issues (IP related issues, cabling issues, network card issues, router/hub/switch related issues, using network commands to troubleshoot: ping, nslookup, ipconfig, tracert)
- Server issues (Terminal Server, TS Farm troubleshooting, Data Centre management)
- Telephony issues (Avaya and asterisk troubleshooting for inbound campaigns, Dialer for outbound campaigns)
- Managing/troubleshooting Users accounts, user-permissions, ceasing user accounts and rights on corporate resources and Group policies
- Troubleshooting minor issues on Windows XP/7 and Mac OS
- Dealing with minor Microsoft Outlook 2003/2007/2010/2011 issues
- Providing support for Blackberry/iPhone users with email configuration settings on the exchange
- Providing/troubleshooting VPN services for remote users using RSA Secure devices
- Providing onsite and remote help using VNC/Team Viewer utility.
Assistant IT Administrator
Annzo Corporation
03.2011 - 11.2012
- Managed company internal IT infrastructure and ensured the smooth running of IT operations and User administration
- Updating and maintain databases such as mailing lists, contact lists and client information
- Maintains equipment by completing preventive maintenance; troubleshooting failures; calling for repairs
- Onsite and remote help using Team Viewer utility
- Responsible for server performance & network communication
- Creating a backup and recovery policy
- Update workstations with new version of software/applications.