Sports - Played cricket on a national level and coached on a club level.
Hi, I’m
Mujtaba Haroun Ali Khizre Cheema
IT Service Management
Lahore
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 LimitedLahore
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 & InstituteLahore
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 CompanyLahore
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 TechnologiesLahore
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 CollegeLahore
BBA from Business Administration And Management
03.2007 - 04.2010
Board of Intermediate & Secondary EducationLahore
Associate of Arts from Fine Arts
10.2004 - 04.2006
Board of Intermediate & Secondary EducationLahore
High School Diploma
06.2003 - 06.2004
Skills
Customer Service Management
Identity and Access Management (IAM)
Incident Management
First Line IT Support and Issue Troubleshooting
Problem Management
Service Desk Management
Change Management
Technical Support and Documentation
Multitasking Abilities
Project Management
Coaching and Mentoring
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
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