Ali Shah

Experience

• 

  Redback Networks

  Feb 2008 - May 2009

  I.T. Support Specialist

  •Troubleshoot and resolve day to day technical issues •Provide basic computing training for new hire employees•Active Directory User Account creation, deletion and management•Microsoft Exchange email account creation, deletion and management

• 

  Lyris

  Jan 2009 - Sept 2009

  System Administrator

  • Create and implement the new company help desk.• Research and recommend help desk software.• Research new tools, processes and methods to run the help desk more efficiently.• Prepare, distribute, and maintain standard operating procedures.• Staff management and oversight of help desk operations.• Work closely with networking team, and senior staff to resolve escalated tickets in a timely manner.• Create and update processes for the department's Knowledge Base.• Maintain all company laptops and desktops. • Support day to day operations. Show less

• 

  Perot Systems Government Services

  Dec 2009 - Apr 2010

  IT Support Specialist

  •Troubleshoot and resolve day to day technical issues •Provide basic computing training for new hire employees•Active Directory User Account creation, deletion and management•Microsoft Exchange email account creation, deletion and management

• 

  Woodside Priory School

  Apr 2010 - May 2019

  • Manage the coordination and execution of technical support programs. Ensure that technical support programs are sound, current and able to support upgrades and new product releases.• Collaborate with other leaders to develop & implement process improvements, policies, strategic plans & objectives.• Define & specify processes, tools & systems used in support function. • Ensure current processes are in-line with industry standards, trends and practices and are cost efficient.• Provide guidance and direction to support staff.• Day to day management of the technical support staff including scheduling, work plans, staffing, performance management and development of employees.• Interact seamlessly with executive level management. Lead all aspects of escalation management.• Ensure that all issues are escalated and communicated as appropriate in accordance with policy and procedures.• Provide leadership through coaching, feedback, development goals, and performance management.• Responsible for purchasing, inventory management, and budgeting.• Accomplished year end goal of 100% end user satisfaction for 7 years continuously. Show less • Monitor calls and ticket queues to make sure the end user receive excellent customer service. • Work closely with escalated tickets to ensure resolution is in a timely manner.• Work with the Training department to train end users on newly deployed software and changes to existing products.• Follow up on service requests that fall outside our resolution window.• Work with vendors, users and equipment to ensure a productive experience across the school.• Managed large scale projects; phone system migrations, email system migrations, WiFi upgrade, new building planning, software and hardware upgrades. • Execute inventive staffing and scheduling methods ensuring project success within budget.• Prepare and maintain Technical Project Management Plans (scope, goals, timeline, milestones, roles and responsibilities).• Create and update processes for the department's knowledge base. • Responsible for hiring and conducting annual performance reviews• Promote team culture to boost employee morale and increase retention. Show less

  • Associate Director of Information Technology Services

    Aug 2016 - May 2019

  • Manager of Information Technology Services

    Jun 2013 - May 2019

  • IT Systems Analyst

    Apr 2010 - Jun 2013
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  Pinion

  Jun 2019 - now

  Information Technology Services Manager