Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Hi, I’m

Mujtaba Haroun Ali Khizre Cheema

IT Service Management
Lahore
Mujtaba Haroun Ali Khizre Cheema

Summary

  • More than 17 years of total experience, with 8 years and counting for IT Service Management.
  • 4 years as a Customer Support Executive and Client Service Coordinator.
  • 2 years as a Sales and Marketing Executive.
  • 3 years in office management and floor administration.
  • Experienced in Identity Access management, User provisioning and deprovisioning in Active Directory, Sailpoint, Zendesk, Office 365 exchange.
  • Trained incident coordinator handling critical and major issues, troubleshooting and documentation.
  • Proactive and proficient Service Desk Analyst in completing tasks, training programs, documenting feedback and adjusting plans to account for changing conditions.

Overview

18
years of professional experience
6
years of post-secondary education
3
Languages

Work History

Stewart Pakistan Private Limited
Lahore

Senior IT Support Specialist
06.2021 - Current

Job overview

  • Analyzing, troubleshooting and evaluating technology issues.
  • Responsible for Provisioning and Deprovisioning of users account, and to ensure that authorized users have the right access to company systems, data, and applications.
  • Work directly with hiring/terminating managers, Human Resources and other technical teams in order to determine needs.
  • Test, implement, and integrate Identity and Access Management (IAM) systems and solutions.
  • Collect, validated, and distributed information to users.
  • Communicates with users to help them understand and resolve their problems; follows up with users when necessary.
  • Ensure all new hires coaching within the team and making sure of process management training
  • Monitor, review, and validate the tickets and process for internal and external teams as assigned by management.
  • Process Adhoc and standard project tasks assigned
  • Understands and follows defined departmental policies, procedures and processes in a team environment
  • Coordinate and follow up with other lines of service before transferring tickets or accepting tickets from other queues.

Techno Sphere – IT Company & Institute
Lahore

Senior IT Support Trainer
01.2021 - 06.2021

Job overview

  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Monitored participant workflow and behaviors throughout training process.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Contributed to reductions in employee turnover by revamping training programs.
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Recruited and trained new members of guest service team.
  • Educated clients on proper use of products and systems.
  • Analyzed team performance and identified opportunities for additional training.

IT Command Center - Ibex.
Lahore

Senior Incident Coordinator
08.2019 - 01.2021

Job overview

  • Act as the Critical and Major Incident Manager on all Incidents that occur at any time.
  • Direct resolving groups on required actions based on customer entitlements.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Keep the employee and the executive management consistently updated on the progress towards resolutions.
  • Prepare the Root Cause Analysis of the Incidents and submit for executive review.
  • Configured and tested new software and hardware.
  • Tested new software and hardware prior to deployment.
  • Document known issues as they become aware and create standard operating procedures and run books specific to the customer.
  • Gather relevant configuration details for servers, networking, Cisco VPN, AWS, etc.
  • Participate in monthly/quarterly technology reviews.
  • Work with Account Manager (AM), Service Delivery Manager (SDM), and IT teams to develop recommendations on potential service enhancements and new services.
  • Conduct problem management on persistent issues to identify continual improvement initiatives with the SDM.
  • Mange the Problem Management process to decrease time to resolution and promote continuous service improvement to increase customer satisfaction.
  • Escalate issues to the SDM, Technical Operations Center and/or Client Change Board as needed.
  • Participate in the Client Change Management to approve any changes and communicate them to the higher management.
  • Understand the project objectives and assist when and where applicable.
  • Work closely with project managers to ensure timely and successful completion of new projects.

Global IT - Ibex.
Lahore

Senior Service Desk Analyst
04.2016 - 07.2019

Job overview

  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Communicating with internal and external clients and providing prompt solutions to the requestors.
  • This also includes direct communication with Top Management like CIO, Directors, and Department heads.
  • Devised solutions to operations issues related to system and Software by working closely with relevant teams via phone, email, live chat and web teleconference.
  • Worked with software development teams on reported errors and bugs on newly released software and assisted in deployment of release fixes and rolled out notifications within the company.
  • Created and completed personnel action forms for all hires, terminations, title changes and terminations.
  • Prepared monthly termination lists to be added to permanent records.
  • Attended weekly team meetings to enhance procedures, service knowledge and gain insight into beneficial issue resolution strategies.
  • Hands-on working experience on Active Directory, Avaya CMS and other internal tools.
  • Users ID generation on AD, BPO, and CMS
  • Worked on Change Management Online System (CMOS), RFC (Request for Change), CG (Change Gear) through which all changes within organizations are planned and executed.

Ibex Global - A TRG Company
Lahore

Senior Client Services Coordinator
06.2012 - 03.2016

Job overview

  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Entered customer interaction details in Software to track requests, document problems and record solutions offered
  • Managed department calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Supervised and guided new employees on tasks and responded quickly to questions, which improved understanding of job responsibilities.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Managed team of 15 employees, overseeing hiring, training, and professional growth of employees.

Lays, PepsiCo.
Lahore

Senior Sales and Marketing Executive
01.2008 - 06.2009

Job overview

  • Analyzed sales and marketing data for improved strategies.
  • Supporting HR for recruiting, training, scheduling, and coaching employees.
  • Performed competitive analyses and adjusted sales and marketing strategies accordingly.
  • Implemented sales and marketing program to support company objectives, resulting in percentage increase in new business.
  • Cultivated and maintained strategic alliances with key partners and vendors.
  • Increased brand awareness by developing technical and non-technical marketing collateral and presentations, public relations campaigns, articles and newsletters.
  • Planned and executed marketing campaigns to target groups, areas and wider community.
  • Managed sales promotions and marketing strategies on major social media sites.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.

Transcend Technologies
Lahore

Administration Coordinator
01.2006 - 03.2007

Job overview

  • Coordinated and scheduled meetings and appointments to keep organization running smoothly.
  • Prepared detailed documents and reports in adherence administrative processes.
  • Interpreted management directives to define and document administrative staff processes.
  • Collaborated in timely processing of billing and accounts receivables.
  • Managed performance issues with employees and worked with management for hiring new employees.

Education

American College
, Lahore

BBA from Business Administration And Management
03.2007 - 04.2010

Board of Intermediate & Secondary Education
, Lahore

Associate of Arts from Fine Arts
10.2004 - 04.2006

Board of Intermediate & Secondary Education
, Lahore

High School Diploma
06.2003 - 06.2004

Skills

Customer Service Management

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Accomplishments

  • Two times employee of the month for handling customers with care.
  • Handpicked by ITSM Director to be a part of IT Command Center.
  • Email appreciation from Frontier Client to Senior Vice President ITSM on a great performance in the resolution of a critical impacted issue.
  • Recognized by the Service Desk HOD for handling Solo night shift without any major errors.
  • Supervised team of 15 staff members.

Interests

Sports - Played cricket on a national level and coached on a club level.

Acting and Hosting.

Travelling and Socializing.

Movies and Music.

Timeline

Senior IT Support Specialist

Stewart Pakistan Private Limited
06.2021 - Current

Senior IT Support Trainer

Techno Sphere – IT Company & Institute
01.2021 - 06.2021

Senior Incident Coordinator

IT Command Center - Ibex.
08.2019 - 01.2021

Senior Service Desk Analyst

Global IT - Ibex.
04.2016 - 07.2019

Senior Client Services Coordinator

Ibex Global - A TRG Company
06.2012 - 03.2016

Senior Sales and Marketing Executive

Lays, PepsiCo.
01.2008 - 06.2009

American College

BBA from Business Administration And Management
03.2007 - 04.2010

Administration Coordinator

Transcend Technologies
01.2006 - 03.2007

Board of Intermediate & Secondary Education

Associate of Arts from Fine Arts
10.2004 - 04.2006

Board of Intermediate & Secondary Education

High School Diploma
06.2003 - 06.2004
Mujtaba Haroun Ali Khizre CheemaIT Service Management