Bilal Ismail Modan
IT Services
Karachi
Summary
Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to cater the role requirement.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Experience Senior Software Engineer (Team lead Service Desk)
Afiniti
08.2018 - Current
- Managing day to day IT needs of close to 2000 users
- First level support of internal customers for all IT related issues
- Follow-up with customers to ensure that all issues/needs have been resolved/met
- Deploy Service Desk best practices and developing new SOPs
- Supervise team, monitor service desk incidents, generate reports, and use specific KPIs to measure team on their performance
- Troubleshoots problems using Team viewer for all global users and documents all services provided in
- Jira
- Led Documentation effort to ensure ease of access to critical information
- Administered user’s rights, memberships, and access in Active directory
- Troubleshooting involved all versions of Windows and mac OS
- Ensuring workstation protection and up gradation of software’s and pending patches
- Pushing Browser update and updating Office via Ivanti EPM
- Creating Volume based Microsoft packages
- Providing hands on support to All MAC users Across Afinitii
- Collaborating with different teams for timely execution of end user software deployment projects which cannot be deployed via Ivanti
- Managing Sophos portal for controlling applications and USB access on Afiniti systems.
- Worked flexible hours across night, weekend and holiday shifts
Resident Engineer of Inbox
Philip Morris Pakistan
Karachi
02.2016 - 08.2018
- Delivering technical support for 500+ users and ensuring proper maintenance of workstations, printers, and
- IT resources
- Responding to user service requests and streamlining process to ensure early resolution of issues
- Deploying new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware
- Ensuring workstation protection and up gradation of software’s and pending patches
- Planning, leading and organizing various sessions on End-user training of hardware applications and tools
- Providing and maintaining full documentation on hardware and software configuration, design changes and maintaining equipment inventory lists
- Documenting all issues and generating reports; detailing common problems and error trends
- Handling Communication medium related tasks and queries
- Management and reconciliation of objects in Active Directory
- Process Improvement of inventory, access, Mobile device management, service creation/update and assignment of changes to proper team via service now
- Coordination with different international vendors for Resolution of problems being faced in services acquired
- Coordinating and Meeting with Multiple local vendors for purchase of Laptop, Mobile devices, printers and
- Projectors
- Dealing with multiple vendors for After sales service of Printers and Projectors
- Resolved problems, improved operations and provided exceptional service
- Collaborated with team members to achieve target results
- Developed team communications and information for meetings
- Increased customer satisfaction by resolving issues
Network Support Engineer
CubeXS Weatherly (Pvt) Limited
04.2014 - 02.2016
- Job responsibilities includes
- On line Technical Support to DSL and Data center corporate clients
- Manage and Monitor Data Center with different international and local clients
- POP support for AT&T co-location in Pakistan, include all Structured Cabling inside POP for their core
- Devices like Cisco MGX 8850's and Juniper M320's
- Monitoring of links via NMS and whole operation of ISP and Data center
- Managing of Paradine DSLAM and configuring ADSL CPE
- Configuring cross connects on Raisecomm RC 3000 channel bank
- Configuring E1/E3/DS3 Fiber media converters
- Provides trouble tickets to AT&T leased line circuits and coordinate with Concerned authorities to resolve their issues
- Technical coordination with Last Mile Service Providers for troubleshooting and Installation of new IPLCs through PSTN DXX Circuits and Optical Fiber
- Provide L2/L3 Support for all customers of Expereo International in Pakistan
- POP support for AT&T co-location in Pakistan, including all Structured Cabling
- Inside POP for their core devices like Cisco MGX 8850's and Juniper M320's Provides POP support for
- AT&T colocation in Pakistan Assist Data Center clients in their activities
- Hands on experience of (DXX, Fiber, Frame Relay circuit, ISDN Lines, Internet Circuits, DSL lines and Dark
Education
Bachelor of Science - Electronics Engineering
Sir Syed University of Engineering & Technology
Karachi 09.2010 - 01.2014
Skills
JIRA software
Accomplishments
Deployment of Sophos Antivirus Across Afiniti on all L1 systems and managing its Central Portal.
Deploying Ivanti EPM Across Afiniti and managing it for pushing all updates/installation.
Deploying LAPS Across Ivanti on all Windows OS.
Creating Dashboards on Jira for tracking Team performance and identifying trivial issues.
Deploying Zebra Printer for printing bar codes to be placed on all invoices for Accounts payable department.
Timeline
Experience Senior Software Engineer (Team lead Service Desk)
Afiniti
08.2018 - Current
Resident Engineer of Inbox
Philip Morris Pakistan
02.2016 - 08.2018
Network Support Engineer
CubeXS Weatherly (Pvt) Limited
04.2014 - 02.2016
Bachelor of Science - Electronics Engineering
Sir Syed University of Engineering & Technology
09.2010 - 01.2014
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