Abdul Rasheed

Experience

• 

  Minawa Group

  Jun 2007 - Apr 2009

  IT Assistant

  Job Responsibilities• Support and Management of LAN/WLAN networks.• System support assistance, LAN printers, scanners etc • Technical Support assistant to corporate users.• DSL connectivity and its maintenance.• LAN/WLAN connectivity.• Hardware/Software maintenance.• Hardware maintenance and assembling.• LAN troubleshooting, Mail issues on Outlook Express and Microsoft Outlook.

• 

  S&P Global

  May 2009 - Dec 2016

  • Process Management: Ensures that all processes are up to date and properly followed • Collaboration: Stays in sync with other SD managers and management of IT services to execute on strategy. • Service Operations Review: Leads Service Operations Reviews for Service Desk, presenting status of KPIs and projects. • Service Review with SMT: Leads service reviews with Senior Management Team (SMT) at Service Desk location to provide a general update on departmental performance and progress.• Stakeholder Management: Conducts town halls to gather feedback from other functional managers. • People Management: Supervises SD staff and conducts regular meetings with them to monitor performance, remove barriers, and enhance their growth.• Performance Management: Conducts effective performance management of all staff.• Training and Development: Facilitates training to ensure that staff members grow in their roles; helps staff define and carry out their Career Development Plans. • Vendor Management and Procurement: Orders equipment proactively to ensure proper stock levels; maintains healthy vendor relationships. • Cross-department Coordination: Ensures smooth coordination with other support groups and the business to understand requirements and ensure that they are met. • Project Management: Supervises the projects related to Service Desk and conducts regular meetings to monitor performance and progress of projects for delivery on time with accuracy and perfection. Show less Job Responsibilities• Manages IT Service Desk Team of twelve members along with their quarterly performance.• Supervises IT Service Desk and day to day Network Operations.• Manages Network Services resource allocation and scheduling for local operations.• Regularly gathers input on IT Service Desk KPIs and trends, reviews processes, and comes up with ideas to improve efficiency.• Responsible for vendor relationships, IT procurement, SLAs/OLAs & support contracts.• Coordination with other departments about followings: Content System Development – For Internal Applications Planning and Analysis – For Capacity Planning and Relocation Human Resource – For upcoming new hires Financial Departments – For Systems and Applications Related Issues• Mange and assign special tasks on daily/ weekly/ monthly and quarterly basis in IT Service Desk Team like: Network Ghosting of all models of desktop/ laptops. Tune-up of all the SNL Pakistan Office workstations these are currently 780. Relocation of SNL Pakistan Office. VOIP support for CISCO devices. Global Office meetings setup. Resource Rooms Management for IT.• Works with other support departments like Human Resource, Planning & Analysis and Corporate Real Estate according to business needs.• Training and development of new hire in Service Desk.• Encourages career development of Service Desk team, providing relevant training and certification opportunities to team Like ITIL V3, MCITP.• Project for switching the Blackberry Services from Mobilink to WaridTel for 85 employees in S&P Global, Pakistan. Show less Job Responsibilities• Helpdesk support to users of more than fifteen departments in S&P Global, Pakistan.• Global office support provided including US (Head Office), London and India office user’s related different nature of issues. • As a Senior Helpdesk Administrator provided support and guidance to juniors, also overlook their work. • Coordinate with Vendors about new IT equipment and about the equipment sending for repair or replacement.• Software installations and Hardware assembling.• Provided complete IT support, including planning, software & hardware configurations, user training & help desk services to the Users.• Working and Troubleshooting of Backup Jobs in local and global offices.• Worked on different tasks on quarterly bases like, Network Ghosting of all models of desktop/ laptops. Tune-up of all the SNL workstations these are currently more than 550.• Worked on following Servers Failover Testing: 1. Document Server Failover 2. NAS Failover 3. AD Failover • CISCO IP Phone configuration.• Blackberry configuration and synchronization with S&P Global Exchange.• Monitoring of LAN/WAN links. Traffic routing from one link to other link in case of any link is down.• Coordination with ISPs in case of link issues. Show less Job Responsibilities• Support and Management of LAN/WAN. Troubleshooting LAN/WAN. WLAN configurations.• Customer Queries regarding LAN and internet connectivity.• Helpdesk support to users of more than fifteen departments in S&P Global.• Software/Hardware Maintenance.• Mail issues on Outlook Express and Microsoft Outlook.• Provided complete IT support, including planning, software & hardware configurations, user training & help desk services to the Users.• Software installations and Hardware assembling. Show less

  • Manager Service Desk/ EUC Project Management

    Feb 2015 - Dec 2016

  • Assistant Manager Service Desk

    Sept 2011 - Jan 2015

  • Senior Helpdesk Administrator

    Jul 2010 - Aug 2011

  • Hardware Engineer

    May 2009 - Jun 2010
• 

  Prudential Solutions (Private) Limited

  Jan 2017 - now

  ITIL Trainer & ITSM Consultant

  • Entrusted with the accountability of supporting and managing IT training • Working as program manager for ITIL training in Prudential Solution Pakistan • Coaching the customers what is fit for them based on assessments also provide the guidance based on their job profile which route they will have to choose for future in IT • Providing the training to the candidates for ITIL exam prep

• 

  The University of Lahore

  Jun 2017 - Feb 2020

  ITSM Consultant

  • Perform planning, design and implementation of ITSM / ISO20000 processes to meet evolving and changing needs of the University of Lahore and provide assessment, design and redesign, and implementation solutions • Analyze and identify recommendations for enhancements based on ITIL/ITSM best practices• Analyze and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures in order to develop unified and consistent business approaches and performance improvement outcomes • To improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition• Provide training of ITIL, ISO20000 and Customer Services to ITS department of University of Lahore• Provide assistance for Trend Analysis and KPI Measurement for ITS department Show less

• 

  Catalyic Consulting (Pvt.) Ltd

  Mar 2020 - Oct 2021

  • Manage the ISO Project related to ISO 20000, ISO 27001, and ISO 9001.• Provide the consultancy to the clients for ISO 20000, ISO 27001, and ISO 9001 this includes: - Gap Assessment, - Standard awareness, - Design and Development, - Internal audit, and - Readiness for External Audit.• Projects Reporting to the Intrested Parties • Manage the Project assignments related to ISO 20000, ISO 27001, and ISO 9001.• Provide the consultancy to the clients for ISO 20000, ISO 27001, and ISO 9001 this includes (Gap Assessment, standard awareness, Design and Development, internal audit, and readiness for external audit).• Projects report sharing with the project team

  • Senior Consultant

    Mar 2021 - Oct 2021

  • Consultant

    Mar 2020 - Feb 2021
• 

  S&P Global Market Intelligence

  Mar 2020 - Feb 2021

  Manager, Business Analysis

  • Process Management: Ensures that all processes are up to date and properly followed in CSO based on ITSM best practices. • Collaboration: Stays in sync with other CSO managers and management of Project Management and Business Analysis (PMBA) to execute on strategy. • Service Operations Review: Leads Service Operations Reviews for CSO, presenting status of KPIs and projects. • Service Review with Technology SMT: Leads service reviews with Technology Senior Management Team (SMT) to provide a general update on departmental performance and progress.• People Management: Supervises CSO staff and conducts regular meetings with them to monitor performance, remove barriers, and enhance their growth.• Performance Management: Conducts effective performance management of all staff.• Training and Development: Facilitates training to ensure that staff members grow in their roles; helps staff define and carry out their Career Development Plans. • Cross-department Coordination: Ensures smooth coordination with other support groups and the business to understand requirements and ensure that they are met.• Project Management: Supervises the projects related to CSO and conducts regular meetings to monitor performance and progress of projects for delivery on time with accuracy and perfection. Show less

• 

  Systems Limited

  Oct 2021 - Jun 2023

  Manager Audits and Compliance

  • Maintaining the Internal and External Assessments of following standards at Systems Limited: o ISO 20000-1 – Service Management System o ISO 27001 – Information Security Management System o ISO 27701 – Privacy Information Management System o ISO 9001 – Quality Management System o ISO 18295 – Customer Contact Centre• Analyze and identify recommendations for enhancements based on ISO 20000, ISO 27001, ISO 27701, ISO 18295 and ISO 9001 Standard requirements• Managing the team of Audit and Compliance• To improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition.• Provide training of ITIL and Customer Services to Production Support team of the department. • Provide assistance for Trend Analysis and KPI Measurement for Production Support team.• Managing the Assessments for HIPAA, SOC1 and SOC2 at Systems Limited• Training the team for the audit of ISMS, SMS, PIMS, CCC and QMS• Managing the vendors for External Audits• Managing the training program of New Hires for InfoSec• Managing the TPRM for Systems Limited Vendors Show less

• 

  Saudi Tadawul Group

  Jun 2023 - Apr 2024

  IT Quality Management Specialist

  • Provide assistance to the IT Department in planning, design and implementation of ITSMS and QMS processes to meet evolving and changing needs of the department and provide assessment, design and redesign, and implementation solutions based on ISO 20000 and ISO 9001 Standards• Analyze and identify recommendations for enhancements as Per ISO 20000 and ISO 9001 Standards requirements• Analyze and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures in order to develop unified and consistent business approaches and performance improvement outcomes• To improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition• Managing the External Audits of ISO 20000 and ISO 9001• Managing the KPIs of the IT Departments for Performance Management and Analysis.• Supporting the program/projects/operations activities management to align with Quality practices.• Managing the Policy GRC tools • Providing awareness for Risk, Quality and Service Management Show less

• 

  The University of Lahore

  Apr 2024 - now

  Manager Projects and Governance

  • Provide assistance to the IT Department in planning, design and implementation of ITSMS and processes to meet evolving and changing needs of the department and provide assessment, design and redesign, and implementation solutions based on ISO 20000 Standard• Analyze and identify recommendations for enhancements as per ISO 20000 Standard requirements• Analyze and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures in order to develop unified and consistent business approaches and performance improvement outcomes• To improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition• Managing the Internal and External Audits related to IT at the University of Lahore • Managing the KPIs of the IT Departments for Performance Management and Analysis• Monitoring the IT Projects at the University of Lahore• Managing the GRC Operations at the University of Lahore • Providing awareness for ITSM and ITIL to the IT Department at the University of Lahore Show less