Sulman Zafar

• Improved lead quality by developing targeted content for each stage of the buyer's journey.
• Analyzed data to identify trends, uncovering opportunities for growth and areas needing improvement.
• Streamlined marketing automation processes, resulting in increased efficiency and reduced costs.
• Evaluated competitor strategies to identify gaps in the market and capitalize on untapped opportunities.
• Developed successful email marketing campaigns for enhanced customer engagement and retention.
• Leveraged MailChimp to implement email campaigns and monitor performance.
• Led a team of digital marketers in executing data-driven strategies to support company-wide goals and initiatives.
• Expanded market reach by researching new tools and channels, identifying emerging trends, and capitalizing on growth opportunities.
• Reduced overall marketing costs by identifying areas of inefficiency and reallocating resources towards higher-impact initiatives
• Conducted keyword research for all digital marketing channels, ensuring content aligned with user intent and search trends

• Managed multiple PPC advertising campaigns, ensuring proper budget allocation and targeting.
• Developed email marketing campaigns for improved customer engagement and retention rates.
• Established an efficient workflow for managing multiple projects simultaneously without compromising quality or deadlines.
• Achieved higher click-through rates on social media ads through audience segmentation, ad placement optimization, and compelling ad copy.
• Stayed up-to-date with industry trends and best practices to continuously improve digital marketing initiatives.
• Enhanced brand visibility through social media campaigns, creating engaging and shareable content.

• Led the implementation and configuration of ServiceNow IT Service Management (ITSM) modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog.
• Collaborated with stakeholders to gather and analyze business requirements, translating them into technical specifications and solutions within the ServiceNow platform.
• Analyzed and optimized IT service management processes to improve efficiency, reduce costs, and enhance service delivery.
• Managed integrations between ServiceNow and other enterprise systems to ensure seamless data flow and process automation.
• Conducted training sessions for end-users and administrators on ServiceNow functionalities and best practices; provided ongoing support and troubleshooting for ITSM-related issues.
• Assisted in the setup and maintenance of the Configuration Management Database (CMDB), ensuring accurate and up-to-date configuration data.
• Created and maintained dashboards and reports to provide insights into ITSM performance, service metrics, and key performance indicators (KPIs).
• Designed and maintained service catalogs to ensure a user-friendly and efficient service request process.
• Ensured compliance with ITIL best practices and organizational policies; supported audits and reviews by providing necessary documentation and data.
• Identified opportunities for continuous improvement in ITSM processes and ServiceNow configurations, driving initiatives to enhance service delivery and user satisfaction.
• Managed ITSM projects from initiation to completion, ensuring timely delivery and alignment with business objectives.

• Provided expert technical assistance to end-users experiencing hardware, software, and network issues, ensuring swift and effective resolution.
• Managed incoming support requests via phone, email, and ticketing system, maintaining high levels of customer satisfaction and timely resolution of issues.
• Answered questions and provided information to customers about new software or hardware.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Monitored systems in operation and quickly troubleshot errors.
• Used ticketing system (Servicenow) to manage and process support actions and requests.
• Identified recurring issues, conducted root cause analysis, and implemented solutions to prevent future occurrences.
• Reduced downtime by 30% with effective troubleshooting and timely problem resolution.
• Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
• Implemented and tested new product offerings prior to release to assist development team in bug identification.
• Conducted training sessions and created user guides to help employees understand and effectively use IT resources and tools.
• Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
• Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
• Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.

• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
• Delivered Tier 2-3 support and SME input to internal and external customers.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Maintained response times to support business continuity.
• Performed root cause analysis of reported issues to enact corrections.
• Submitted service tickets for equipment maintenance requests.
• Supervised all IT related tasks during site changeover. Including system networking, network configurations, network patching, introducing all non-technical users to new IT devices and systems.
• Provided ongoing support for clients post-implementation, ensuring a smooth and successful transition to new technologies.

• Implemented and managed Acronis Backup solutions for data protection and disaster recovery.
• Monitored network infrastructure performance using Nagios, identifying and resolving network issues.
• Administered Microsoft Exchange Server 2010, managing email accounts, distribution lists, and mailbox databases.
• Provided desktop support for Windows 7/8/XP workstations, resolving hardware and software issues using remote management tools.
• Managed firewall using Juniper firewall appliances to ensure network security.

• Managed and maintained Windows Server 2008 environments, including Active Directory, DNS, DHCP, and Group Policy.
• Configured and optimized virtualization platforms using VMware, ensuring high availability and disaster recovery capabilities.
• Deployed and managed enterprise-wide backup solutions using Veeam Backup.
• Monitored network infrastructure performance and security using SolarWinds, proactively resolving issues to minimize downtime.
• Provided end-user support and troubleshooting for Windows desktops and laptops, as well as Microsoft Office applications.

• Assisted in managing Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy.
• Supported desktops and laptops running Windows XP/Vista/7, troubleshooting hardware and software issues using Remote Desktop.
• Monitored network performance using Wireshark, identifying and resolving connectivity issues.
• Assisted in managing and troubleshooting Cisco networking equipment, including routers and switches.
• Conducted routine backups to ensure data integrity and disaster recovery readiness.
• Documented IT procedures, system configurations, and troubleshooting steps using Microsoft Word and Excel for knowledge sharing and continuity.

A combination of technical and managerial knowledge and skills, which has provided me with a holistic approach to effectively manage information technology in organizations. I have developed a solid grounding in the principles and practice of information technology and an in-depth knowledge of information and communication technologies and information systems. With this knowledge, I have been confidently managing the functional responsibility for choosing, implementing and maintaining information systems and technology within, and across, organizations.

• General Secretary, BACSAP (Bahrian's Association Of Computer Students and Professionals)
• Chairman, BACSAP (Bahrian's Association Of Computer Students and Professionals)