Akhtar Kadri

AKHTAR KADRI Mobile: - mailto-Based: London I am an open-minded multi skilled IT professional, with over 25 year’s significant commercial experience with a proven track record in a corporate environment. In particular I have strong problem solving technical skills as well as excellent interpersonal and people skills. I am eager to be challenged in order to grow and improve my communication and professional IT skills gained through previous experiences in the IT industry. KEY SKILLS Able to prioritise and organise busy workloads Able to work well under pressure Proactive team player & able to work on own initiative Able to forge strong relationships with other colleagues and management. Lead by example Some key highlights of my qualifications include: 1. ITIL Practices: Possessing a strong foundation in ITIL practices, I have successfully implemented ITIL processes to improve service delivery and align IT services with business objectives. 2. Process Improvement: Identified and implemented process improvements that resulted in a 95% increase in efficiency and a 90% reduction in incident resolution time. 3. Cross-Functional Collaboration: Collaborated with cross-functional teams, including IT operations, development, and business units, to ensure seamless service delivery and resolve complex issues. 4. Tool Proficiency: Proficient in the use of IT service management tools, including [mention specific tools relevant to the job], to streamline processes and enhance the overall service experience. 5. Customer Focus: Demonstrated a commitment to customer satisfaction by maintaining a proactive approach to service delivery and consistently exceeding service level agreements. CAREER HISTORY May 2023 – Dec 2023HRUC – Harrow, Richmond & Uxbridge Colleges IT Service Delivery Manager Responsible for the day-to-day operations of the IT Service Desk and the delivery of quality technical support to the academy users. I am also responsible for managing a team of technical support analysts, setting and monitoring performance metrics, and ensuring that customer service standards are met or exceeded. Key Responsibilities: Manage a team of technical support analysts and Technical Support Desk Team Leaders, including hiring, training, coaching, and mentoring. Develop and implement IT Service Desk policies, procedures, and processes that support the efficient and effective delivery of technical support to end-users. Monitor and report on key performance metrics, including ticket volumes, response times, and customer satisfaction. Proactively identify and resolve technical issues, collaborating with other IT teams as necessary. Continuously improve the IT Service Desk processes and tools to enhance the user experience and reduce the time to resolution. Develop and maintain strong relationships with key stakeholders, including end-users, IT teams, and business leaders. Managing budgets for purchases from third party suppliers (Dell). Acting as a point of escalation for complex technical issues and customer complaints. Develop and deliver training programs to improve the technical skills and customer service skills of the IT Service Desk team. Office 365 Administration. Feb 2023 – April 2023Health Safety Investigation Board (HSIB) (Part of NHS England) Service Delivery Manager/IT Transformation Lead Taken on to work within the Projects Team, Corporate IT and Digital Service Teams. In particular supporting the Healthcare Safety Investigation Branch (HSIB) who are within a period of transition, separating from one organisation to two separate investigating bodies, HSSIB and MNSI, the programme of works is being undertaken internally with each workstream supporting their area of expertise. Supported by Corporate IT within NHS England, my role is to will be providing additional support to provide technical knowledge and guidance to the relevant teams and to provide person management and a point of escalation to the remaining IT team. July 2022 – Jan 2023 North Middlesex University Hospital (NHS) IT Service Delivery Manager Responsible for the management of the Service Desk Team, and 2nd line BAU Team. Working with 3rd Line and NHS Digital Transformation Team. Assisting in running the NHS Trust’s business-as-usual communications related to incidents and business continuity. Working alongside Technical Delivery and Information Security managers and assuring a high-quality service to the trusts critical departments and end users. Accountability for the Quality of Service and ensuring the contracted scope of service is delivered to SLA's and that levels of users satisfaction remain high. Supervising supplier relationships and negotiating at senior level for technical and commercial issues. Office 365 Administration Attend regular Service meetings holding Suppliers to contractual obligations SLA/KPI and implement changes and efficiencies Escalation Point, managing and owning through to completion, rectifying reliability issues Monitoring progress and manage budgets Source and implement new vendors to support new products Analyse pain points/common issues and drive in improvements Review service methods to improve overall efficiency Project Delivery and management Schedule Roll-outs, align resources and manage suppliers Source Suppliers, qualify and create working agreements Manage and track Project throughout life cycle, achieve milestones Align projects with business goals Jan 2022 – June 2022Ninetyone (Investec) Migration Team Leader The client was in the process of migrating to a brand new domain from Investec to Ninetyone. All O365 accounts and emails needed to be migrated. I was in charge of a team of 5x Desktop Engineers who had to deal with any issues after the migration, troubleshooting any issues and escalating to me when necessary. I was also I charge of all of the VIP execs in London, giving them the white glove treatment, as well as Office 365 administration (User management, Security Management, SharePoint, One drive, Email and Teams Administration) Nov 2021- Jan 2022TheAA Technical Team Leader This role was to assist AA with all of their Intune users admin and manage theirnew Windows 10 image rollout to 500 devices on iPad/Windows tablets for the AA patrol staff. April 2021 – Oct 2021ECS Resource Group Technical Team Leader Taken on to assist with various technical projects for ECS Resource Group clients in and around UK. PearsonsVUE estate are delivering a transformation project of the current hardware across all Pearson VUE estate, in line with an agreed project plan at their Driving Theory Test Centre’s around the UK. Pearsons VUE are embarking on a huge infrastructure and Windows 10 Upgrade project at all of their sites around the UK. My role involved installing new rack mounted HP DL360 GEN 10 servers and 24/48 port rack mounted switches locally at each test centre. Patching in all old and new cables to the new switch and making sure we have connectivity to all devices and networks at PearsonsVUE head office. Once the infrastructure is in place, we are also are upgrading all current desktops to HP Z2 Small form factors with Windows 10 and making sure the test centre are ready and compliant for candidates. Other duties include, managing 3-4 engineers, weekly Zoom meetings, asset management of old kit and sending out updated excel sheets to management. Jan 2021 – March 2021 Deluxe Digital Cinema Central London Technical Support Specialist To manage & assist the Company in re-locating from Soho to Chancery Lane and to help with migration of all Desktops, Laptops, Servers and all other IT related digital equipment. Assisting & liaising with 3rd party vendors, managing day to day support of all technical& management issues relating to the move together with general support calls. Assisting all senior users who were working remotely with VPN issues. Weekly Zoom meetings with Management and supporting VIP Executives out of hours when needed. Windows 10 Cloud based Technologies (AWS) Windows Server administration Office 365 Active Directory Exchange Printer management Mar 2020 – Jan 2021CNWL NHS Trust Windows 10 Technical Team Lead/Business Analyst Taken on to assist with the Windows 10 Roll out and support for NHS workers, based on site at the Corporate Head Office in Central London. My role involves assisting and managing a team of 14 Windows Migration Engineers around London and North London Trusts. Having to regularly liaise with the NHS business Application Support Team to make sure specific applications work within the Windows 10 environment and to carry out testing and recommend any changes to the Windows 10 build if required. My Role also involves providing daily reports and updates to senior management together with conference/video calls via Zoom/Microsoft Teams. Monitoring calls, and assisting users via the centralized help desk Assisting all patient users/doctors/nurses in the new Win 10 environment Answering and responding to all emails that came thorough via the NHS mailbox for support. Handling all support queries that came through all the CNWL Trust GP surgeries Assisting all pharmacy users with ASCRIBE (Pharmacy prescription software) Jan 2020 – Feb 2020News UK/News Corp Windows 7/10 Technical Lead/Desktop Support/Floor Walker Based on site at the News UK/News Corp site at London Bridge, my position entailed assisting in the upgrade of3000 users from Windows 7 – 10. The role was split into 2, managing a team of 3 Migration engineers along with scheduling users and supporting users after the migration. Assisting with the migration of Windows 10. Assist user’s in the new Win 10 environment Understanding of Windows desktop operating systems Supporting Microsoft Teams Carried out Basic Windows Server Operating System and the ability to perform domain related administrative tasks Trade Floor Support (Dow Jones) Admin of SCCM Admin of AD Admin of Microsoft Intune (Enterprise Mobile Management) Mar 19 – Dec 19First Data – AON – Flight Safety – BBC- MFS Investment Rollout/Project Team Leader/2nd Line Support Desktop/Laptop/Mac OSX builds and deployment; including Windows imaging Microsoft product support; Windows 7/10, Office 2013/2016/O365, Exchange, Skype for Business Apple Mac OSX High Sierra to Mohave Upgrade for VIP Users Taken on to work with a team of Windows Migration Engineers at various locations around the United Kingdom, this was an all-round Technical/Team leading role liaising with Senior Management/Project leaders around Europe. (Windows 7 – 10) Ability to work with technical staff to troubleshoot IT issues as they arise Traveling to various sites around U.K Provide daily reports to Management Working within ITIL best Practices and Guidelines Work with an array of technologies across the insurance and finance sectors Responsible for Software / Hardware and Networking issues via email and calls logged. Assist users in password resets, adding users to correct OU groups using AD Assisted in Windows 10 and Office 365 Migration, using SCCM, Building laptops, Migration of data using PC MOVER Floor Walking Desktop Support VIP/Senior Management Support Support of Microsoft Teams Android/IOS support and configuration (RSA)/ZScaler O365 installation and Support General PC support troubleshooting skills General networking skills General Project Management/Team leadership June 16 – Feb 19Boston Consulting Group Ltd IT Support Specialist Initially taken on to assist with the new joiner process, which involved the complete setup and configuration of IBM Lenovo Laptops in a Windows 7/10 Environment. The role also involved assisting the rest of the team of ad hoc projects when required, assisting in the Windows 10 upgrade/support project. Supporting Video conferencing equipment, assisting users in the AV and VC rooms. Supporting day-to-day VIP users on various issues from Outlook, VPN, Internet Explorer, Cisco WebEx and recovering data. Other duties involved are Maintaining stock of hardware for the office needs. Rebuilding machines, assisting in moves and changes to be carried out for new joiners and leavers, otherad hoc duties and project Administration, maintaining up to date records with the Asset Management System ERACENT for all laptops and iPhones provided. Logging all calls for IBM repairs to be carried out onsite and offsite, maintainingthe Server/Comms room and Setting up, troubleshooting and configuration of new iPhones on the BCG Network. Mar 16 – May 16Westfields Europe Ltd Service Desk Analyst Nov 15–Jan16A&O IT Group Ltd Senior Desktop Team Leader Aug 94 – Oct 15Variety of different Clients Desktop Support Team Leader Equities Desktop Trade Floor Support Analyst 2nd line Support Analyst 1st /2nd line Support Analyst EDUCATION/QUALIFICATIONS/COURSES 1992 - 1996University of Westminster, Central London BSc (Hons) Business Information Technology, Second Class Honours. 1990 – 1992BTEC National Diploma in Computer Studies Distinction 1983 – 198912 G.C.S.E (A – C) Professional ExamsM.C.S.E+I AWS Cloud Practitioner Essentials Introduction to AWS Organizations AWS Managed Services Console Walkthrough Introduction to Amazon Elastic Compute Cloud (EC2) Certified Associate in Project Management (CAPM) Digital Transformation PERSONAL DETAILS NationalityBritish Driving LicenceFull clean licence and car owner InterestsSporting activities i.e. football, cricket, tennis, swimming, circuit training. I have represented my School and College as Captain of both the cricket and football teams for a number of years. I currently play cricket for the LMS Premier league in Redbridge T20 cricket club.