Kashif Qamar

 HEAD OF DEPARTMENT / TEAM LEAD / TECHNICAL MANAGER Proven to be multi-disciplined with excellent management skills also a supportive team leader dedicated to streamlining processes and efficiently resolving project issues, having implemented and developed new systems within cost constrains and best available technology whilst working towards stringent safety parameters. Diplomatic management style, as well as empowering, developing and encouraging a self-developed culture, also benefiting from a pre-sales and service background, now looking for the similar management position that offer career consolidation and progression. AREAS OF EXPERTISE Operations & Project Management System Design & Implementation Resource Management Service Provision / Liaison Strategic Planning Staff Training / Development New Business Development Increase Efficiency & Saving Cost Problem Solving Negotiating Head of Support & Technical Services June-2014 Till Date Working as a Head of Support & Technical Services in TechnoSol Pvt. Ltd. Responsibilities: Managing and directing a team of technical support engineers while leading the development of the vision and strategy for the Service team. Executing tactical plans and initiatives that exceed customer expectations via phone, email and web—resulting in increased customer satisfaction and sales and Associate satisfaction that will be realized in lower attrition and higher productivity. Ensured a high level of customer service is delivered to all customers, in accordance with the Customer Support RMA Team's objectives. Manage and Supervise the day-to-day RMA activities Maintain, review and update process documentation on a regular basis Creating new documents as required Review current processes on a regular basis and implement new processes as required Coordinates closely with internal sales, sales support, and service resources to align solution design with customers’ business requirements. Provides coaching and professional development to team-member sales associates in order to enhance their product knowledge, technical acumen, and technical sales skills. Monitors customer support for technical solutions proposed throughout the sales process, and alerts the sales and account teams to potential risks of deal closure. Responsible for all information technology infrastructure and shared services, including data center physical servers, storage and backup infrastructure, desktop hardware, server and desktop operating systems, wireless, local area and wide area networks (LAN/WAN), SQL databases, and the IT Helpdesk NOC Team Lead May-2013 Till June-2014 Worked as a NOC Team Lead in TauMobility Responsibilities: Worked as a part of team for remote managed services operations across tri-state area of New York, New Jersey & Pennsylvania with more the 600 clients. Responsible for smooth running of daily operations and providing swift resolution to team members Providing a key interface for organizational interactions to senior management and other functional units such as field support, remote support and other technology units etc. Prioritizing and managing many open complaints at one time. Working, updating and suggesting new policies and procedures. Taking measures in optimal way to improve customer satisfaction Ensuring the competence levels of team member are up to the mark in a dynamic environment ensuring availability of KPIs for Enterprise Applications Managing and owing trouble ticketing mechanism for IT support and ensuring relevant reporting requirements are fulfilled Managing IT escalation desk, coordination with backend teams and vendors Team Lead- Technical Support Nov-2010 Till May-2013 Worked as a Team Lead Country Wide Technical Support in Micro Innovation & Technologies. Responsibilities: Identified and made recommendation for process improvements. Oversaw the implementation of Technical Support policies and procedures. Monitored the performance of personnel to ensure a productive work environment. Provide proper supervision as the management head to the supporting staffs and other product support professionals obtain the maximum levels of consumers' satisfaction. Supply necessary training and technical knowledge for delivering standard product support to the customers. Provide necessary evaluation and developmental strategies in numbers of front-end periodicals. Provide vital project policy summary and analysis data of cost-benefit. Provide necessary documentation and reports with proper monitoring each project and submit it to the Branch Head. Senior System Engineer ESG (Enterprise System Group) Dec-2004 Till Nov-2010 Worked as a Senior System Engineer ESG (Enterprise System Group) in Gerry’s Soft logic Pvt, Ltd. Responsibilities: Manage the in-house deployment of MS Exchange along with Active Directory Domain Policies Email ID creation quota assignment, GL Backup, WSUS Services. Manages the resolution of technical issues for users of company products, including current and prospective clients and professional product testing organizations. Designs, develops, and implements processes, systems, and technology to support and enhance the technical support function. Manages and develops the support team, including professional development, and proactive project work. Serves as a proactive liaison and support engineer to supervise level one support resolution and fix any escalated trouble tickets. Consults occasionally with users to understand and clarify their expectations of the products and communicate resolution steps and timelines. Creates and maintains a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs. Documents all user interaction, manages trends, and reports on staff utilization. System Support Engineer Jul-2004 Till Dec-2004 Worked as a System Engineer in Gestetner Pakistan. Responsibilities: Troubleshooting and installation of Windows XP/2000 & 2003 Troubleshooting, configuration and installation on laptops. Tweaking and configuration of Desktop Services. MS Vulnerability assessment and Implementations. Outlook configuration/troubleshooting and Exchange/POP/SMTP. MS office Installation and configuration. Network structured cabling deployment Network configuration in organization systems Education & Certifications ACCP (APTECH Certified Computer Professional “ 3 Years Bachelor’s”) Diploma in Information Technology DELL Certified System Expert (Storage, Removable Storage, Servers, Desktops & Laptops) DCSE for DELL EMC CX320,340 & 380 SAN Storage DCSE for DELL EMC NX4 NAS Storage DCSE for DELL EqualLogic iSCSI SAN Storage DCSE for DELL Associate Server Version 10.0 DCSE for DELL Associate Server Version 9.0 DCSE for DELL Associate Server Version 8.0 Projects Dell EqualLogic SAN Deployment at Abu Dawood Trading Company Limited. Hyper-V Blade Failover Cluster Project at Civil Aviation Authority DELL EMC NX4 NAS Deployment at E-Police, CCPO Karachi NComputing Solution Deployment at Karachi Grammar School DELL Blade M1000E Server and EMC NX4 NAS Deployment at ICE Animations DELL Blade M1000E Server Deployment at KASB Securities