Mirza Walid Baig
(A) Sharjah, UAE
(M) +971-55-1977995 ? (E) w.baig@hotmail.co.uk
A seasoned IT professional with 15+ years of rich experience in driving key technology infrastructure projects & execution, providing innovative IT infrastructure solutions and services, aligning business goals with technology solutions to drive competitive advantage and bottom-line gains.
EXECUTIVE MANAGEMENT PROFILE – IT & PROJECT MANAGEMENT
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EXECUTIVE SYNOPSIS
» Provided technology vision and leadership, which aligns with the organization's technology strategy to enable rapid growth and efficiency. Acknowledged for delivering project work to a high standard and within agreed timescales.
» Championed infrastructure related projects/ multiyear transformation programs that will deliver client and stakeholder value through risk management, innovation, standardization and optimization of technology.
» Exhibited expertise in designing and implementing sourcing strategy in a complex business environment. Achieved cost savings & accomplished deliverable results that affected the bottom-line of the organization in record time.
CORE COMPETENCIES
? Project Management
? End User Support
? DR Site Management
? Server Administration
? Troubleshooting
? Vendor Management
? Operational/ Process Excellence
? Conference Room setup
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PROFESSIONAL EXPERIENCE
Desktop Support Lead July 2019 – June 2021
JS Bank – Lahore, Pakistan
Key Responsibilities:
? Working closely with the business and the internal support team to improve the service quality and response time along with instituting a program of continuous improvement.
? Installation & Troubleshooting printer, desktop and laptop related hardware problem.
? Identifying areas of focus and techniques to improve service quality and reduce the overall number of requests. Also, identifying opportunities to enable end-users to become more self-sufficient.
? Responsible for creating a positive customer support experience and building strong relationships through communication, problem understanding, and timely resolutions.
? Detecting reoccurring technical issues and recommend solutions based on root cause analysis.
? Performing end-user satisfaction surveys and develop action plans accordingly to address areas needing improvement.
? Organizing, coordinating, and leading one-time or recurring projects and tasks within the scope of the Tech Support Team. (e.g., software deployments/upgrades, employee moves).
? Prioritizing, scheduling, and assigning service requests. Tracking and analyzing service request trends to identify areas of improvement, efficiencies, and automation.
Projects
? Migration of more than 1000 users from IBM Lotus Notes to MS 365
? Upgrade of Windows 7 to Windows 10
IT Project Lead September 2017 – September 2018
Citibank NA, Dubai, UAE (June 2005 – September 2018)
Joined the organization as IS Administrator, moved on upward career trajectories, to merit promotion to the position of IT Project Lead
Accomplishments:
? Entrusted to lead and manage 2 major projects within Citibank-
- Refurbishment of all floors of existing building and to remodel it based on the Citi Workspace model.
- Branch refurbishment to smart branch
? Hand-selected to manage the challenging role of ensuring information provided is incorporated in the project with zero gaps. Reported to the Country Technology Infrastructure Manager and the Regional Project Manager.
A robust Project with multiple SMEs (Subject Matter Expert) involved from the IT domain. The project is being managed by a third-party consultant and the main stake holders are the Realty services department and the IT. All the technical details were gathered from the SMEs and shared with the Project Managers.
? The project can be divided in 2 sections from an IT perspective.
1. Modern Audio/Video Solutions
2. Refurbishing- upgrade and enhance IT Infrastructure
Key Responsibilities:
? Commanding delivery of strategic infrastructure projects. Ensuring integrity and delivery of multiple projects with respect to Establishing project plans and co-partnering with project team to meet aggressive and ambitious business agendas with time, budget, scope, change, risk and resources in the most challenging environments.
? Defining scope of new projects, its goals/deliverables, allocating resources to support project implementation.
? Leveraging financial acumen whilst assisting Regional Project Manager in handling finances/ budget of the project, providing breakup of the one-time expenses/CAPEX and recurring costs.
? Generating regular reports on performance, providing comprehensive information and comparison of the budget allocated towards the actual and the estimated spends.
? Providing strategic guidance on procurement decisions, evaluating and shortlisting tactical solutions and vendors for Infrastructure. Identifying vendors for procuring IT products at practical and cost-effective rates.
Accomplishments as Server Administrator (July 2008 – September 2017):
? Instrumental in driving the centralization / consolidation of servers by exploring strategic solutions and migrating the local applications to regional / global platform, thus delivering true business value and enabling operations to scale with growth.
? Bestowed with the Citibank O&T Employee of the Month Award in Jul’13 for outstanding contribution in successful audit and enhancement in the Rightfax Application.
? Played a key role in turning-around under-performing project titled “Physical Fax Migration to Rightfax” as a profitable venture.
Key Responsibilities as Server Administrator (July 2008 – September 2017):
? Planned, implemented, oversaw, and maintained the server and network infrastructures and projects. Provided world class systems management and engineering skills for this global window computing environment - Windows Server 2003 & 2008, Disaster Recovery & Microsoft IIS
? Provided comprehensive technical expertise, guaranteed availability & reliability of servers to meet business demands.
? Evaluated, logged & tracked complex software and hardware matters pertaining to server, printer, and application.
? Served as Technical service owner, monitored the software and hardware inventory & tracking systems.
Key Projects to Credit:
? Plan and Implement Windows server upgrades & instrumental in Centralization / Consolidation of Servers.
? NT Authentication on Xerox MFDs with SafeQ Technology on 75 Xerox MFDs across 5.
? Migration of Over 80 Physical Fax Machines in Rightfax Software.
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PREVIOUS EXPERIENCE
Oct’99 – May’05: IT Administrator & Accounts Assistant (Windows Server, Journal Ledger & Cash Management), Topline Furniture Industry, Sharjah
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EDUCATION
? Bachelor’s Degree in Information Technology, Preston University, Ajman, 2007
Professional Development:
? VMware® vSphere Install, Configure, Manage v5.5
? ITIL-Foundation ITIL ® Foundation
? Microsoft Windows 2008 & 2012 professional courses
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PERSONAL DETAILS
? Nationality: Pakistani
? Date of Birth: 3rd Feb 1981
? Languages Known: English, Urdu and Arabic (Basic)