Irfan Khan

Experience

• 

  IIPM

  May 2011 - Apr 2012

  System Administrator

  • Responsible to Manage and provide IT Support onsite users.• Managed Server and Firewall administration for managing Internet based restrictions.

• 

  DSM Infocom Pvt. Ltd.

  Mar 2012 - Jun 2015

  Desktop Engineer

  • Responsible to provide IT Support for all issues within organization & IT Asset Inventory management (Client Site: Shoppers Stop Ltd. Indore)

• 

  HCL Services Ltd

  Jun 2015 - Sept 2016

  Associate Engineer IT

  • Responsible for maintaining and providing technical support in banking sector across all the branches in MP state.

• 

  IBM Info Services. (Client VE Commercial Vehicles Ltd. Pithampur)

  Sept 2016 - Aug 2018

  Service desk executive

  • Responsible for providing IT support through remote across all VECV sales and support offices in PAN India.• Responsible for monitoring & maintaining tickets SLA and publish weekly SLA report and feedback within Team.• Responsible for coordinating with centralized IT vendor for onsite hardware support at end user location.• Led to deployment and successfully implementation of ITSM tool (Global symphony) as an additional responsibility.• Responsible for hosting and conducing weekly review call for long pending tickets.• Show less

• 

  Teleperformance Global Business Pvt Ltd

  Jun 2018 - Sept 2024

  • Define Service Strategy, Execute Service Operations • Resource Optimization (on-site) • Performance Measurement, Feedback & Improvement• Escalations Handling• Incident management• Business Retention • Manage Service portfolio handling • Project Management • Ticketing System Administration• IT Asset Management • Oversee day-to-day business operations.• Clearly communicate organizational goals to the team.• Delegating tasks to team members and ensuring they complete them on time.• Allocating and managing resources.• Solving conflicts and clashes among team members• Providing timely resolution to escalated incidents, service requests and problems.• Responsible for preparing shift roster and publish within Team. • End user IT Support• Remote troubleshooting• IT Tickets handling

  • Assistant Manager - IT Service Delivery

    Nov 2022 - Sept 2024

  • Team Leader - IT Service Delivery

    Mar 2021 - Oct 2022

  • Desktop Engineer IT

    Jun 2018 - Mar 2021
• 

  TaskUs

  Sept 2024 - now

  IT Supervisor ! Service Delivery