MATEEN KHAN
Driving Excellence In IT Service Delivery & ICT Operations | Senior IT Support Consultant For Hybrid & Rental Services | ITIL | Lead Managed Services
Karachi
Summary
Experienced troubleshooter with expertise in resolving computer hardware and software issues in customer-focused environments. Demonstrates comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Proven ability to efficiently identify and resolve complex technical problems. Highly organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on additional responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Enterprise Service Desk Lead
Inbox Business Technologies (Contractual)
05.2024 - Current
- Directed the Enterprise Service Desk, focusing on training resident engineers in Security Awareness and mentoring Level 1/2 Service Desk Specialists for career development
- Oversaw daily IT operations, including incident, request, problem, change, and endpoint management, enhancing the IT Customer Experience
- Managed the Asset Management Team, ensuring accurate data verification, asset coordination, and vendor management for hardware and services
- Provided visibility into Service Desk operations through KPI reporting, resource utilization analysis, and monthly summaries for management
- Led IT projects and vendor management initiatives, serving as Program Manager for operational improvements and vendor evaluations
- Ensured adherence to best practices, SOPs, KPIs, and SLAs within IT Service Desk functions
- Managed annual procurement planning, including RFPs and BRD documentation, ensuring timely renewals of licenses and contracts
- Conducted analyses of customer experience tickets to develop improvement strategies and managed incident resolution and root cause analysis in alignment with ITIL 4 and ITSM processes
- Responsible for budgeting and procurement of ICT equipment, providing detailed reports based on asset data for annual budgeting
- Supervise and support events outside of a company (Board meetings, Townhall, SEED Sessions, SDLC training sessions)
- Coordination with Vendor on escalation of warranty and insurance cases all Engro locations
- Manage the Remote Support for Engro Zonal Offices and Engro Dubai Office First point of contact for all IT & review technical queries
- Research and development on wide range of computer hardware upgrade and softwares, maintain and identifying & reporting on end-of-Life IT Asset and review the buyback cases
- Responsible for allocating work to junior staff and induction training for new staff
- Deploying new hardware, backups & evaluating new software & security risks Investigate specialist and complex IT support issues
- Managing Centralized Software Repository and follow up with Security team regarding Whitelisted and Blacklisted Softwares
- Lead the ongoing activities (Application, Windows updates, Missing Patches and Vulnerable Machines) all over the Engro Location
- Provided complete IT Support in renovation of Engro Chairmen Office
- Lead the Revamping of 1th floor (Engro Corp) Dawood Center on testing Wi-Fi signal strength, Lan ports, power sockets and Web portals
- Lead the support team in ongoing relocation of 12th floor to Ocean Tower (Engro Polymers) testing Wi-Fi signal strength, Lan ports, power sockets and Web portals
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
- Streamlined service desk operations for increased productivity and faster response times.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing excellent service.
- Standardized documentation procedures for improved consistency, accuracy, and ease of access in troubleshooting steps.
- Maintained up-to-date knowledge of industry trends and best practices, applying this expertise to optimize service desk performance.
- Managed high-priority incidents, ensuring timely resolution and minimal impact on business operations.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members and ITBPs.
- Conduct weekly team meetings to enhance service knowledge and gain insight on weekly support operations
Enterprise Support Engineer Lead
Inbox Business Technologies ( Contractual)
01.2018 - 05.2024
- Company Overview: Representing Inbox business technology
- Diagnosing & resolving hardware, software, end user’s problems & feedback Acknowledgement via Email
- Responsible for Meet SLA tickets and achieved 85% on monthly basis
- Provide support for events outside of a company (Board meetings, training sessions)
- Coordination with vendor for computer accessories, hardware warranties and events
- Remote support to users who are present in the Zonal Office
- Coordination with outside customers and clients for meeting connectivity audio and video
- First point of contact for all IT & technical queries
- Maintaining a wide range of computer hardware and software programs(licenses)
- Identifying & reporting on the budgetary implications of IT projects and upgrades
- Responsible for allocating work to junior staff and induction training for new staff
- Deploying new hardware, backups & evaluating new software & security risks Investigate specialist and complex IT support issues
- Configuring and managing backup & restore procedures
- Representing Inbox business technology
- Provided complete IT Helpdesk Support in Engro Guest House around 60+ days in Paramedical Condition of COVID-19, (Appreciation Email Received)
- Revamp Executive Board room for new device (wireless display, multiscreen screen display and webcasting)
- Asset management data collection
- Laps installation (password manager)
- Revamp 8th floor (Engro Corp) testing Wi-Fi signal strength, Lan ports, power sockets and Web portals
- Relocation of 8th floor to Dawood Center (Engro Corp) testing Wi-Fi signal strength, Lan ports, power sockets and Web portals
- Relocation of 16th floor to Ocean Tower (Engro Polymers) testing Wi-Fi signal strength, Lan ports, power sockets and Web portals
- Relocation and Revamp of 6th and 7th floor (Engro ONESAP and IT) testing Wi-Fi signal strength, Lan ports, power sockets and Web portals
- Sap 7.6 (S4 Hana) software upgrading activity
- Prepared 80+ laptops in week for ONESAP upgrading Project along with Domain and software Configurations
- Prepared 50+ Laptops on Asset upgrading activity in (Engro Corp/ Engro Fert)
- Desktops on Asset upgrading activity in Engro Polymers Plant Site as Digitalization Project (in process)
- Coordination’s of External vendors performed Network Upgradation Activity in Engro Polymer Plant SITE as in Digitization Project
- Managed multiple high-priority projects simultaneously, ensuring timely completion of tasks while maintaining quality standards.
- Improved system performance by troubleshooting and resolving complex technical issues for enterprise clients.
- Collaborated with cross-functional teams to address client concerns and ensure smooth communication between departments.
- Improved the Customers Support from -22% to 65% in NPS Survey in Engro Polymer Plant SITE
- Led training sessions on new technologies or products for both internal staff members and external clients, promoting continued learning within the industry.
- Streamlined internal processes by documenting best practices and creating knowledge base articles for the support team.
IT Support Engineer
Inbox Business Technologies (Contractual)
12.2016 - 01.2018
- Technical Support: Diagnosed and resolved hardware and software issues, addressing end-user problems and feedback through timely email communication.
- SLA Achievement: Consistently met Service Level Agreement (SLA) targets, achieving an 85% success rate on a monthly basis.
- Event Support: Provided IT support for external events, including board meetings and training sessions, coordinating with vendors for computer accessories and hardware warranties.
- Remote Assistance: Delivered remote support to users located in the Zonal Office, ensuring seamless operations.
- Client Coordination: Acted as the primary point of contact for IT and technical queries, facilitating audio and video connectivity for outside customers and clients.
- Hardware and Software Management: Maintained a diverse range of computer hardware and software licenses, ensuring compliance and functionality.
- Team Leadership: Allocated tasks to junior staff and conducted induction training for new employees, fostering a collaborative work environment.
- Deployment and Evaluation: Managed the deployment of new hardware, conducted backups, and assessed new software and security risks.
- Backup Management: Configured and maintained backup and restore procedures to ensure data integrity and availability. - Feel free to tweak any parts to better fit your style or specific experiences!
- Implemented a centralized ticketing system to track, prioritize, and resolve IT support requests more efficiently.
- Customercustomer satisfaction: Streamlined IT support processes, resulting in faster issue resolution times and increased customer satisfaction.
Education
Accounting And Finance
Intermediate Board of Education
Karachi, Sindh, Pakistan 04.2001 -
Computer Science - Computer And Information Sciences
Matriculation Board of Karachi
Karachi, Sindh, Pakistan 03.2024 - 12.2005
Skills
Service Desk Operations , Software and Hardware Troubleshooting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Keynote
- Spot Award from Engro Finance Team for conduct Board Meetings at KSBL, 2019
- Awards for making Data Driven and Customer Centric IT organization., 2018
- Awards for a purposeful impact board pad and Readiness new floor., 2017
- Spot award from Engro corporation (CIO) For floor testing and Readiness., Not Provided
- Award received in Year 2019 as in Digitalization Project., 2019
Timeline
Enterprise Service Desk Lead
Inbox Business Technologies (Contractual)
05.2024 - Current
Computer Science - Computer And Information Sciences
Matriculation Board of Karachi
03.2024 - 12.2005
Enterprise Support Engineer Lead
Inbox Business Technologies ( Contractual)
01.2018 - 05.2024
IT Support Engineer
Inbox Business Technologies (Contractual)
12.2016 - 01.2018
Accounting And Finance
Intermediate Board of Education
04.2001 -
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