HASSAN IMTIAZ

hassan_imtiaz@email.com | +92-334-5126168 | Islamabad, Pakistan

https://www.linkedin.com/in/hassan-imtiaz-46281972

Assistant Manager IT Operations

IT service delivery expert, with 6 years of working experience in IT infrastructure and service
management, well equipped in helping companies achieve efficiency and quality IT services
for their customers using industrial standards and best practices.
CORE COMPETENCIES AND ACHIEVEMENTS
ITSM: In-depth knowledge of ITIL best practices and service management lifecycle, with
experience in designing, implementing, and managing IT services to meet business and
customer needs. Improved service delivery and customer satisfaction rating from 70% to 90%
using ITILV best practices.
Initiatives and Value Additions: Induction of asset management framework and software to
improve asset life cycle management thus reducing operational costs. Also, inducted Task
Management System based on agile framework to improve team performance internal
coordination and work efficiency. Currently revamping Data Security posturing of the
organization by performing testing and developing use cases of Data Loss Prevention and
SIEM solutions.
Project Coordination: Successful coordination in 3 major projects of SD-WAN, IMOS (CAD
based German Project), and IT infrastructure deployment of Tier -1 and Tier-2 branch offices,
establishing requirements with coordinating with internal teams, liaising with external
vendors, setting up deliverables along with timelines, delegating tasks to internal teams and
ensuring timely closure of critical path activities.
People Management: Strong leadership and communication skills, with the proven ability to
manage and mentor technical team to deliver services, ability to understand and breakdown
complex problems and establish communication horizontally and vertically for solution
implementation.
PROFESSIONAL EXPERIENCE
Assistant Manager IT Operations April 2022 – Present
Interwood Mobel Pvt Ltd | Islamabad
 Lead, train and manage a team of 10 network and system administrators across the
nation to ensure efficient IT service delivery to 500+ internal customers.
 Implementation of ITIL V4 practices and procedures to streamline nationwide IT
operations and ensure high-quality service delivery.
 Work closely with higher management to perform Business Impact Analysis (BIA) risk
assessments and develop Business Continuity Plans (BCP).
 Collaborate with cross-functional teams and peers to identify opportunities for
process improvement and align IT services in accordance with business requirements,
while engaging internal and external teams to solve complex problems.
  Develop and maintain IT service management processes and documentation,
including incident and change management.
 Developed and managed service level agreements (SLAs) and service level objectives
(SLOs) for key IT services, including helpdesk, WAN and LAN availability.
 Act as focal person for coordinating IT projects and initiatives, ensuring that projects
are delivered on time and within time and budget constraint.

IT Executive – North Region Sep2018 – March 2022

Interwood Mobel Pvt Ltd | Islamabad
 Provided Level 1 and Level 2 support services to 100+ internal customers in the North
region, managing IT service delivery and ensuring timely resolution of technical issues.
 Ensuring timely user backups, troubleshooting of technical issues in end user
equipment including PC, desktop, laptops and printers.
 Manage user enrollment on active directory, email configurations and group policy
compliance of user access and privileges.
 Actively monitoring network performance to ensure seamless network connectivity of
SD-WAN branch connectivity and coordinate with ISPs and network core team to
resolve faults and bottlenecks.
 Managed asset procurement and budgeting, ensuring efficient utilization of resources
and cost savings.

System and Network Administrator May 2016 - Sep 2018

Elan Partners Pvt Ltd | Islamabad
 Manage Windows 2016r2 server, Active Directory, user enrollment, OU management,
and group policy objects for users.
 Install and troubleshoot network segments, including Wi-Fi routers, hubs, and
switches. Ensure availability of network printers and seamless internet connectivity.
 Provide helpdesk support, identify and isolate issues related to the operating system
and MS Office suite.
 Manage IT asset procurement, configuration, and deployment. Manage documents
and contracts with ISPs.
 Manage relations with ISP POCs and vendors to ensure timely delivery of critical
services. Review and format outgoing report documents to align with document
format guidelines.

EDUCATION
M.S Electrical Engineering (Communication Systems) | Bahria University (2015 – 2017)
B.S Electronics & Telecom Management (BS-ETM) | Bahria University (2009 – 2013)
 CERTIFICATIONS / PROFESSIONAL TRAINING
Certified Information Security Systems Professional (CISSP) | Digi Pakistan (Online - 2021)
Foundation of Project Management | Google (Online – 2022)
Information Technology Infrastructure Library (ITIL-V4) | Maven Projects (On Site – 2020)
Network Security Expert (NSE-2) | Fortinet Academy (Online – 2020)
Network Security Expert (NSE-1) | Fortinet Academy (Online – 2020)
Microsoft Certified Solution Expert (MCSE) | Corvit Systems (On Site - 2016)
Cisco Certified Network Associate (CCNA) | Cisco Regional Academy (On Site – 2013)
TECHNOLOGICAL SKILLS
Networking TCP/IP, DNS, DHCP, BGP, MPLS, SD-WAN, Fortinet Firewalls, VPN
Services, Cisco Routers & Switches , Network Planning and
deployment.
End User Microsoft Office Suite, Windows 10, Windows 11, Scripting, Backup
Exec for end user backup, Hardware & Software troubleshooting,
printing service management
Server End VMware, Hyper-V, Windows Server 2016r2 , Active Directory, Group
Policy, FTP, SharePoint, Remote Desktop Services, Backup Services
ITSM Tools Spice Works, Jira Service Desk, Click Up
Project & Task Microsoft Project 2016, Trello, Coggle.it.
Management
Cloud Google Cloud Platform, Microsoft 365 Teams, Google Sheets, Google
Slides,

WORK AREAS AND EXPERTISE

IT Service Management Project Coordination Team Leadership & Training

Network Administration System Administration Vendor Management
Asset Management Service Level Management Critical Analysis
Policy and SOP Formulation Documentation Management Change Management
Data Security Practices Risk Analysis and Aversion IT Budget Management

HOBBIES AND INTERESTS

 Learning to code in JavaScript,  Metaverse and New technologies

HTML and CSS
 Computer Games  Trekking & Cooking

REFERENCES

Muhammad Waqar Ali Aamer Khan

Head of IT & MIS Head of Regulatory Affairs, Telenor Pakistan
+92 322 3285007 +92-345-8502778
m-waqar@iwm.com.pk Aamer.khan@telenor.com.pk