Results-driven IT Operations Manager with over 15 years of experience leading enterprise IT operations, End User Computing, IT Infrastructure, and Service Desk functions. Proven experience managing IT services for more than 1,000 employees across multiple locations while maintaining 99.5% system availability and over 98% SLA compliance. Skilled in Microsoft 365, ServiceNow, Intune, JAMF, Windows, macOS, IT Asset Management, Vendor Management, Procurement, and IT Operations. Experienced in leading teams, managing IT projects, optimizing support processes, and delivering exceptional end-user experience.
Professional Experience
Athenahealth Technology Private Limited
Manager – IT Operations / End User Computing
IT Operations:
Managed day-to-day IT operations across multiple office locations.
Led End User Computing support for Windows and macOS devices.
Maintained high availability of enterprise IT infrastructure.
Ensured business continuity with minimal downtime.
Coordinated infrastructure changes and office expansion activities.
Managed executive and VIP user support.
Oversaw IT operational governance and compliance.
Microsoft 365 Administration:
Managed Microsoft 365 tenant administration.
Administered Exchange Online.
Managed user accounts and licensing.
Created and managed distribution lists and shared mailboxes.
Configured Outlook and email troubleshooting.
Supported Teams collaboration services.
Managed OneDrive and SharePoint access.
Performed mailbox troubleshooting and user administration.
Endpoint Management:
Managed Windows and macOS devices.
Supported Microsoft Intune.
Managed Windows Autopilot deployments.
Configured JAMF policies for macOS devices.
Laptop imaging and deployment.
Device compliance monitoring.
Endpoint security management.
Remote device troubleshooting.
Windows & macOS Administration:
Windows installation and troubleshooting.
macOS installation and troubleshooting.
Domain joining.
Active Directory user management.
Software installation.
Driver management.
Patch verification.
OS upgrades and migrations.
Service Desk Management:
Managed ServiceNow ticket queues.
Incident Management.
Problem Management.
Request Fulfillment.
SLA Monitoring.
Escalation Management.
Major Incident Coordination.
Knowledge Base Management.
Root Cause Analysis.
IT Asset Management:
Managed complete lifecycle of over 2,500+ IT assets.
Asset procurement planning.
Asset inventory management.
Asset tagging and tracking.
CMDB updates in ServiceNow.
Quarterly asset audits.
Asset reconciliation.
Asset disposal and e-waste compliance.
Software license tracking.
Asset reporting and forecasting.
Procurement & Vendor Management:
Managed IT procurement activities.
Vendor evaluation and onboarding.
Vendor performance management.
Purchase requisitions.
Purchase order coordination.
CAPEX & OPEX planning.
Cost optimization.
AMC management.
Hardware procurement.
Software procurement.
Contract negotiations.
Incident & Problem Management:
Maintained over 98% SLA compliance.
Reduced incident resolution time.
Managed critical production incidents.
Performed Root Cause Analysis.
Conducted post-incident reviews.
Coordinated with global support teams.
Improved support processes through Problem Management.
Team Management:
Managed onsite IT support engineers.
Resource planning.
Workload distribution.
Shift management.
Performance reviews.
Coaching and mentoring.
Knowledge sharing sessions.
Team development initiatives.
Training coordination.
IT Infrastructure Support:
Supported enterprise network infrastructure.
DNS administration.
DHCP troubleshooting.
VPN support (Cisco AnyConnect & GlobalProtect).
Network printer support.
Wi-Fi troubleshooting.
LAN/WAN troubleshooting.
Firewall coordination.
Switch connectivity troubleshooting.
Conference Room & Collaboration:
Supported Crestron conference rooms.
Microsoft Teams Rooms.
Audio and video conferencing.
Meeting room setup.
Executive meeting support.
AV troubleshooting.
Security & Compliance:
Endpoint security compliance.
Device encryption verification.
Access management.
User access reviews.
Security policy enforcement.
Software compliance.
Asset audit compliance.
Project Management:
Office IT infrastructure setup.
Office relocation projects.
New office deployments.
Windows refresh projects.
Mac refresh projects.
Asset migration projects.
Technology lifecycle management.
Vendor coordination for project execution.
Reporting & Documentation:
IT operational dashboards.
SLA reporting.
Incident trend analysis.
Asset reports.
Vendor performance reports.
Monthly management reports.
Standard Operating Procedures (SOPs).
Knowledge Base documentation.
Audit documentation.
Key Achievements:
Maintained 99.5% IT infrastructure uptime.
Achieved 98% SLA compliance across Incident and Service Requests.
Supported over 1,000+ end users across multiple office locations.
Managed the lifecycle of 2,500+ IT assets.
Successfully led office IT infrastructure and relocation projects.
Improved incident resolution times through process optimization and knowledge management.
Implemented structured IT Asset Management and quarterly audit processes.
Managed procurement, vendor relationships, and IT budgets for enterprise technology needs.
Streamlined onboarding and offboarding processes for employees.
Enhanced service quality through KCS documentation and standardized IT support procedures.
Technical Skills:
Operating Systems
Windows 10/11
Windows Server
macOS
Microsoft Technologies:
Microsoft 365
Exchange Online
Intune
Azure Active Directory (Microsoft Entra ID)
Teams
OneDrive
SharePoint
ITSM Tools:
ServiceNow
Jira
Endpoint Management:
Microsoft Intune
Windows Autopilot
JAMF
Networking:
DNS
DHCP
TCP/IP
VPN
Cisco AnyConnect
GlobalProtect
Identity & Access:
Active Directory
Group Policy
Domain Management
Hardware:
Laptops
Desktops
Printers
Mobile Devices
Crestron AV Systems
IT Management:
IT Operations
IT Service Management
Incident Management
Problem Management
Change Management
Vendor Management
Procurement
Asset Management
Project Management
Budget Management
Regards,
Junaid
+966-538624964