Senior IT Operations Engineer

SAQIB FAYAZ
ABOUT ME
Experienced IT Service Delivery Operations Lead with a decade-
long track record in the fast-paced IT industry. Proficient in
managing IT assets and services, I excel in coordinating teams
and refining operational processes. Skilled in lifecycle asset
management and compliance, I drive progressive improvement
strategies to enhance service quality.

saqibfayaz@gmail.com +92-3413416575 Muzaffargarh, Pakistan,

Mehmood Kot, 42000,
Pakistan
WORK EXPERIENCE https://www.linkedin.com/in/
saqib-fayaz-a9b91828
SENIOR SERVICE DELIVERY 09/2023 - Till day
OPERATION LEAD
Pak Arab Refinery Mehmoodkot, Punjab
Leading and supervising a team to ensure efficient and effective
PERSONAL INFO
delivery of IT services, while fostering a culture of collaboration
and excellence. Date of Birth : 28 Agu 1986
Developing and implementing strategic plans to optimize service Gender : Male
delivery processes and enhance operational efficiency. Marital Status : Married
Overseeing the management of IT assets throughout their Nationality : Pakistan
lifecycle, ensuring compliance with regulations and standards.
Identifying areas for improvement and spearheading initiatives to
drive continuous enhancement of service quality and customer
EDUCATION
satisfaction.
Serving as a point of escalation for complex issues, providing 2005 - 2008
expert guidance and resolving challenges to maintain seamless Bachelor of Science in
service delivery. Computer Science
Collaborating with cross-functional teams to align service delivery
University of Sindh, Jamshoro
objectives with business goals and priorities, ensuring alignment
and maximizing value delivery.
2005 - 2006
Conducting regular performance reviews and assessments to
BA Economics
monitor key performance indicators (KPIs), identifying trends and
implementing corrective actions as necessary to maintain high University of Sindh, Jamshoro
standards of service excellence.

SERVICE DESK SUPERVISOR 03/2017 - 04/2021 COURSES

Pak Arab Refinery Mehmoodkot, Punjab
Leading a team of service desk agents to provide timely and 02/2020 - 02/2020
effective technical support to end-users, ensuring exceptional ITIL FOUNDATION V4
customer service delivery.
Business Beam
Developing and implementing service desk processes to
streamline operations and improve resolution times. Monitoring
05/2018 - 05/2018
service desk performance metrics and KPIs, conducting
regular evaluations, and implementing performance KASPERSKY ADMINISTRATION
improvement initiatives as needed. Trilium
Serving as a point of escalation for complex technical issues,
providing guidance and expertise to resolve escalated tickets. 07/2018 - 08/2018
Training and mentoring service desk staff to enhance technical MCSA WINDOWS 10
skills, customer service abilities, and overall performance.
Corvit Institute Lahore
 LICENSES &
CERTIFICATES
SYSTEM ADMINISTRATOR 05/2021 - 08/2023
05/2023
Pak Arab Refinery Mehmoodkot, Punjab CompTIA Cloud Basic
Managing and maintaining the organization's IT infrastructure, Alison
including servers, networks, and systems, to ensure high
05/2023 - 05/2024
availability and reliability.
Cyber Security
Installing, configuring, and troubleshooting hardware and
The Open University
software components, ensuring optimal performance and
security. 05/2023
Monitoring system performance and security, implementing Google Analytics for Power Users
proactive measures to prevent and mitigate potential issues. Google
Managing user accounts, permissions, and access controls to
05/2023
safeguard sensitive data and maintain compliance with
Microsoft Teams Essentials
regulatory requirements.
Alison
Performing regular backups and disaster recovery procedures
to ensure data integrity and minimize downtime in case of 05/2023
system failures. SEO
Semrush
IT HELP DESK ENGINEER 05/2013 - 03/2017
Parco Pearl Gas Pvt Ltd, Islamabad 02/2022
ITIL Service Operation
Providing frontline technical support to end-users, addressing
Bussiness Beam
hardware, software, and network-related issues promptly and
effectively.
Troubleshooting and diagnosing technical problems, utilizing a
systematic approach to identify root causes and implement
solutions. PROFESSIONAL
Logging and tracking support tickets using a ticketing system,
SKILLS
ensuring timely resolution and proper documentation of all
support activities. Antivirus (Kaspersky)
Providing remote assistance and guidance to users through WSUS
phone, email, or chat, guiding them through troubleshooting
Leadership
steps and resolving issues remotely when possible.
Team Lead(ITIL)
Escalating complex or unresolved issues to higher-level
ManageEngine
support teams or system administrators, ensuring timely
resolution and minimal disruption to end-users. IT Pro Management
Assisting in the setup, configuration, and deployment of IT Communication Skill
equipment and software, including computers, printers, and SharePoint Admin
mobile devices. Computer Networks
Contributing to the development and maintenance of Microsoft Office LTSC
knowledge base articles and documentation to facilitate self- AD Manager Plus
service support and knowledge sharing among users. Power BI
OFFICE ASSISTANT 03/2012 - 04/2013 Asset Managent
Pakistan Mineral Development and Corporation Microsoft Office 365 Admin
Providing administrative support to ensure efficient office Center
operations, including managing schedules, appointments, and
correspondence.
Assisting with office logistics such as ordering supplies,
coordinating meetings & handling incoming & outgoing mail. HOBBIES
Managing office databases and filing systems, ensuring
accuracy, organization, and confidentiality of documents. Browsing Facebook
Greeting and assisting visitors, answering phones, and Playing Cricket
directing inquiries to the appropriate personnel. Gaming
Assisting with basic accounting tasks such as processing Reading Technology Blogs
invoices, expense reports, and reimbursements.
Assisting with special projects and events as needed, including
coordinating logistics, preparing materials, and providing on-
site support.
Maintaining cleanliness & organization of the office
environment to create a professional & welcoming atmosphere
for staff and visitors.
ACCOMPLISHMENT STRENGTHS
LAPS DEPLOYMENT 07/2021 - Till day
Communication
Pak Arab Refinery Mehmoodkot, Punjab Problem-solving
Challenges:
Team player
Security Risks: Unmanaged and static local admin passwords
posed a significant security risk, increasing the potential for Adaptability
unauthorized access and data breaches. Organization
Manual Management: The manual process of managing Resilience
passwords was labor-intensive, error-prone, and difficult to scale. Learning
Compliance: Maintaining compliance with security policies and
Dedication
industry standards was challenging without automated password
management. Time management
Work ethic
Outcomes:
Enhanced Security: Implemented LAPS, providing a secure
method for managing local administrator passwords and
significantly reducing the risk of unauthorized access.
LANGUAGES
Automated Management: Automated rotation and management
English
of passwords simplified administrative tasks, reduced human
errors, and saved time. Hindi
Data Loss Prevention: Ensured that local admin passwords are Punjabi
unique and frequently updated, helping prevent data loss in the
event of laptop theft.
Compliance: Improved compliance with security policies and REFERENCE
standards, ensuring a robust and secure IT environment.
Will be furnished upon
Additional Achievements: request.
Reduced recurring printer costs by 60% through the
implementation of a print server.
Prevented data loss in case of laptop theft with LAPS
deployment.
Prevented unauthorized software access by deploying
AppLocker.
DEPLOYMENT OF APPLOCKER 04/2022 - Till Date
Karachi
AppLocker Deployment
Requirement:
Prevent unauthorized access and usage of software applications.

Outcome:
Successfully prevented unauthorized software installation by
deploying AppLocker. This ensured only authorized software,
approved by the Information Security team of PARCO, could be
installed. This activity restricted approximately 85% of unnecessary
software, reducing the need for procuring expensive alternatives.