Sarfaraz Shaikh
IT Projects & Support Analyst
Abudhabi
Summary of Career
1. Managing the entire E-gate project as a project lead for Etihad Airways
2. Defining scope, milestones and timelines for multiple releases.
3. Developing new processes for internal and external users as per client`s requirements
4. Leading project managers to implement and enforce project governance
5. Overseeing the transfer of technical & business knowledge to team members and facilitating training sessions for end users
6. Plan, manage, organize and coordinate the day to day operations of IT support
7. Providing second- and third-line support to helpdesk engineers, including training and development of engineers and end users
8. Managed critical incidents and prepared reports with suggested solutions
9. Ensured compliance with ITIL practices & implemented usage of knowledge management tools
10. SOPs, Vendor management and SLA management
Experience as IT Executive (Support Team-lead)
emaratech
15 October 2011
30 August 2017
• Plan, manage, organize and coordinate the day to day operations of IT support.
• Providing second- and third-line support to helpdesk engineers, including training and development of engineers and end users.
• Managed critical incidents and prepared reports with suggested solutions.
• Ensured compliance with ITIL practices & implemented usage of knowledge management tools.
• Ensured servers and systems were protected against unauthorized access or harmful virus attacks.
Master 01 February 2016
MBA in Information Systems Management by VU PakistanBachelor 01 February 2007
BE in Computer Engineering by SSUET Pakistan