Asam Ahmad
Technology / Internet
About Asam Ahmad:
Analytical and performance-oriented professional with over 10 years of experience, resolving major incidents, supporting technology disaster recovery process, providing networking support, and delivering IT engineering support.
Possess in-depth knowledge and understanding of significant incident triage, networking, root cause analysis, disaster recovery, and customer support.
Adept at introducing key technology solutions to meet the changing needs of clients, projects, and business environment.
Highly skilled in fulfilling client requirements with long-term resolutions to complex IT challenges. Continually focused on identifying and resolving technical issues.
Articulate communicator, exhibiting excellent relationship management skills at all levels with fluency in English, Urdu, and Punjabi.
Experience
VODAFONE May 2015 – Sept 2023
Service Incident Manager (Ministry of Justice)
Organise and utilise resources by functioning within an ITIL based framework to restore a normal service operation which results in reducing disruption to customers. Conduct detail analysis to identify major issues and take the appropriate initiative to resolve incidents within agreed SLA. Competently deliver support to 3rd party supplier in managing governance and relationship, resulting in the smooth running of technical functions. Formulate plans to deliver incident management information for management packs and significantly increase awareness of on-going incidents.
- Streamlined day-to-day functions by supporting problem management and root cause analysis processes.
- Developed priorities and updated service desk system by supporting and managing significant incident triage.
- Established guidelines to carry out post-incident review and structured procedure to effectively communicate outcome in a timely manner.
IBM Jan 2008 – May 2015
Global Major Incident/Problem Manager (Jones Lang LaSalle, BP, eBusiness)
To coordinate and drive customer network incident and IT infrastructure incidents based on ITIL Incident Management framework in order to restore normal service operation as quickly as possible minimising the disruption to businesses. To prepare an Incident report and drive improvement actions across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice.
- Manage & Drive, Network & IT infrastructure escalated incidents.
- Support Major / Multiple incident management.
- VIP and Stakeholder engagement.
- Manage incident progress & resolution communications, adhering to SLA’s and KPI’s
- Service incident reporting and Root Cause Analysis.
Dell Jan 2004 – Dec 2007
Systems Engineer (B2B)
Identified and fulfilled the needs of high-profile business customers as well as taking corrective measures to respond to the severity of incidents. Initial triage interaction. Delivered 1st and 2nd line support by monitoring and responding to incoming incidents and requests, also escalated high priority incidents to the engineering support team leader.Completed all assigned tasks in an efficient manner, including service level and escalation management, third party vendor management, and maintenance of Cisco VC.
- Defined processes and procedures to manage all helpdesk incidents, service requests, and changes which helped in logging, categorising, and resolving issues in an effectively and efficiently.
- Guided and encouraged all colleagues in resolving issues at first point of contact and provided constructive feedback which enhanced performance and productivity.
| CONTRACT ASSIGNMENTS | ||
| Based at the Foreign Commonwealth & Development Office in East Kilbride. brought in to help with the Osprey deployment to DFID users. This evolved into providing 2nd Line support to users who have the new Osprey kit for both DFID and FCO. As the role progressed I became the Tech-Bar Manager looking after the day to day IT issues as well as dealing with user escalations and being available to provide any kind of technical support for their Osprey Laptop, iPhone and even Firecrest or xDIFD laptops. Using ServiceNow as a ticket management system I also deal with escalated incidents and ensure any tickets assigned are dealt within the required SLA. | Jul’22 – Sep’23 TechBar Manager | |
Based at the Queen Elizabeth University Hospital and covering the whole of South Glasgow for NHS IT Team. Involved in Windows 10 refresh and deployment. Rolling out new equipment including Laptops, Desktops, IOS devices (iPads, iPhones), Printers, Scanners to both individual users and departments. Ensuring all devices are built, configured correctly with the correct tools and applications installed for user requirements. My duties also included doing a soft-handover to individual users, whereby they would be booked in to attend the IT Office and I would provide a general Windows 10 overview and a simple training session in how to get the best out of their new device. I also installed and configured various bespoke clinical applications as well as updating the Surgical Robots, installing Wardview Hardware and refreshing the COW’s. Stock control and asset management were also fundamental to my duties as well as ensuring the right processes followed for decommissioning | Jan’22 – Jun’22 QEUH | |
Working within the NHS e-Health IT team I was responsible for the rollout and deployment of all Desktops, Laptops throughout the hospital to from Windows 7 to Windows 10. This included using SCCM, Active Directory and 0365. I also supported a refresh of IOS devices such as iPads and iPhones. I provided 2nd Level Helpdesk support to staff and adhering to SLA’s set out. Daily issues would range from application related issues, printer issue or adding and configuring remote working solutions for users such as configuring AKAMAI and/or adding users to VPN or updating whitelists for Cisco Office Extenders. My duties included to carry out Inventory Management and oversea the decommissioning of older or out of life equipment and general asset management duties. | Oct’20 – Dec’21 NHS Golden Jubilee Hospital Windows 10 Deployment Engineer | |
| Part Time field engineer work with Abalon on an ad-hoc basis. My duties included installing new EPOS and Hand Scanners within Tesco Stores. Updating Faster Payment Terminals, this included installation and configuration of the devices whilst on-site with the client. | Mar’18 – Jun 19 Abalon Field Engineer | |
Field engineer work with Daisy/ATOS/Allvotec. I have been involved in a successful Cisco IPT phone roll out to various DWP sites UK Wide. I have also been involved in Genysis phone roll out for various clients as well as overseeing and implementing a Windows 10 roll out for the Civil Nuclear Constabulary. I successfully completed a Windows 10 migration for the BBC in November 2019. As well as : NHS Attend Anywhere Deployment & Configuration – COVID-19 | Jul’16 – Jul’19 Daisy Field Engineer | |
TECHNICAL PROFICIENCIES
| Platforms: | Windows 10, 8, Server 2012. MAC OSX, iOS, Android, Linux, Avaya, Cisco VC, Remedy, Active Directory, Exchange, MS Office, Citrix, ServiceNow, Azure, InTune, O365, MDM, |
| Hardware: | Build/maintain desktops, laptop and server machines. Configuration and Installation, troubleshooting peripherals/network drives/storage & routers |
Education
| Aug'93 - Jun'96 | James Watt College | Advanced Diploma & HND Multimedia Computing. (Degree Equivalent) with distinctions
|
AWARDS
- James Watt College Award for final year Multimedia Project (Aug’95 - Jun’96)
- Best Multimedia Computing Student Award (Aug’93 – Jun’95)
- Certificate of Merit for effort & attainment. (Aug’91 - Jun’92)
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