Arslan Ali

Experienced ServiceDesk Manager with a proven track record of optimizing IT support operations to enhance efficiency and customer satisfaction. Skilled in team leadership, process improvement, and strategic problem-solving. Dedicated to delivering high-quality service while ensuring adherence to SLAs and continuous improvement initiatives.

To secure a senior leadership position at a reputed IT organization, inspiring subordinates to work devotedly to achieve the highest levels of excellence.

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

• IT Service Management (ITSM)
• ServiceDesk/Incident Management/Change Management
• Project Management
• Leadership and Team Management
• Problem-Solving and Decision-Making
• Collaboration,Adaptability and Flexibility

• 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.

• 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
• In-depth 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

• 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

• 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)

Data Center Migration Project - Ibex.

Objective: Led a comprehensive data center migration project, collaborating with Global Server Operations (GSO), Global Network Operations Center (GNOC), IT Support, IT Infrastructure, IT Security, Production Support, and Procurement teams.

Key Achievements:

• Successfully migrated over 250 critical servers with zero downtime.
• Worked with IT Infrastructure and IT Security to ensure compliance with security standards during the migration.
• Coordinated efforts between GSO and GNOC to ensure network and server infrastructure were aligned and operational post-migration.
• Collaborated with Production Support to validate application functionality post-migration, ensuring smooth operation without disruptions.
• Managed procurement of new hardware, ensuring all components were delivered on time and within budget.
• Streamlined post-migration support by setting up a dedicated IT support task force to address immediate post-migration issues.

Global Network Upgrade Initiative - Ibex.

Objective: Spearheaded a global network upgrade across multiple regional offices, engaging GNOC, IT Support, and the Procurement team.

Key Achievements:

• Orchestrated the upgrade of network infrastructure across 25 global offices, resulting in a 40% improvement in network performance.
• Worked closely with IT Security to implement new network security protocols, ensuring compliance and reducing vulnerabilities by 30%.
• Facilitated seamless communication between GNOC and regional IT Support, Operations, Production Support, Telephony Support teams to minimize disruption during the upgrade.
• Worked closely with the Procurement team to negotiate and acquire network equipment, achieving a 15% cost saving.
• Ensured that all local IT teams were trained on the new network systems, resulting in a 25% reduction in network-related support tickets.

Enterprise-Wide ITSM (Manage Engine) Implementation - Ibex.

Objective: Managed the implementation of a new IT Service Management (ITSM) platform across the organization, coordinating efforts with Operations, IT Security, IT Support, GSO, and GNOC, Dev Support.

Key Achievements:

• Successfully deployed the ITSM platform within a 11-month timeline, covering over 35,000 users across multiple geographies.
• Integrated the ITSM tool with existing server, network, and security monitoring systems, ensuring seamless operations across GSO, GNOC, and IT Security.
• Conducted extensive training sessions for Operations and IT Support teams, resulting in a 30% increase in first-call resolution rates.

Cloud Migration Strategy - Ibex.

Objective: Directed the strategic migration of legacy applications to a cloud-based environment, working closely with GSO, GNOC, IT Support, IT Infrastructure, IT Security, Production Support, Telephony Support, IT Infra and Operations.

Key Achievements:

• Successfully migrated 75% of legacy applications to the cloud, reducing infrastructure costs by 35% while ensuring collaboration across IT Infrastructure and Production Support teams.
• Worked with IT Security to implement cloud security measures, achieving compliance with industry standards and reducing security risks.
• Established a cloud support framework with IT Support and Production Support to address cloud-related issues, achieving a 98% satisfaction rate in post-migration surveys.
• Negotiated cloud service contracts with the Procurement team, resulting in long-term savings and enhanced scalability.

Disaster Recovery and Business Continuity Planning - Ibex.

Objective: Developed and implemented a robust Disaster Recovery (DR) and Business Continuity Plan (BCP) across the organization, involving all major IT Teams.

Key Achievements:

• Designed and tested DR plans for 10 critical business applications, ensuring 99.9% availability during incidents through collaboration with IT Infrastructure and Production Support.
• Worked with GSO, GNOC, and IT Security to implement redundant server and network configurations, reducing the risk of single points of failure.
• Trained IT Support, Production Support, and other relevant teams on BCP protocols, achieving a 100% compliance rate during simulated disaster recovery drills.

Service Desk Automation & Optimization – Ibex.

Objective: Led an initiative to automate repetitive Service Desk processes, improving operational efficiency and enhancing user experience across multiple departments.
Key Achievements:

• Implemented workflow automation using ManageEngine, reducing ticket resolution time by 30%.
• Integrated self-service capabilities into the IT portal, decreasing incoming L1 tickets by 40%.
• Developed custom reporting dashboards, enabling better SLA monitoring and decision-making.
• Improved first-call resolution rates through targeted training sessions and SOP refinement.

IT Asset Management Implementation – NGTSol

Objective: Rolled out an end-to-end IT Asset Management system to gain visibility and control over software/hardware assets across the organization.
Key Achievements:

• Deployed asset tracking tools integrated with ServiceNow, covering 100% of on-prem and remote devices.
• Created lifecycle management workflows, enabling automated alerts for renewals and end-of-life support.
• Reduced audit discrepancies by 50% and improved compliance reporting.
• Collaborated with Procurement and Finance teams to reconcile asset records and optimize budgeting.

IT Security & Access Control Standardization – Ibex.

Objective: Standardized identity and access management protocols to strengthen security posture and ensure compliance across IT environments.
Key Achievements:

• Implemented role-based access control (RBAC) across Active Directory and SaaS applications.
• Streamlined user onboarding/offboarding processes, reducing provisioning time by 60%.
• Conducted periodic access reviews and audits, improving security compliance by 35%.
• Integrated multi-factor authentication (MFA) and improved password policy enforcement.

Mobile Device Management (MDM) Rollout – NGTSol

Objective: Implemented a scalable Mobile Device Management solution to support remote and hybrid work environments.
Key Achievements:

• Deployed MDM tools for 300+ devices using Microsoft Intune and Sophos Mobile.
• Enabled secure access to corporate resources while maintaining user flexibility.
• Established remote wipe and policy enforcement features, mitigating data loss risks.
• Trained support teams and end-users, achieving 95% policy adherence within the first quarter.