Muhammad Imran Herl

Muhammad Imran Herl Phone: - Email:- TEAM LEAD / TECHNICAL MANAGER Proven multi-disciplined, management skills and a major player in numerous operations & projects. Diplomatic management style, whilst empowering, developing and encouraging a self-developed culture, also benefiting from an academic and service provision background , now looking for a similar management position that offers career consolidation and progression. Key Skills    Operations and Project Management Service provision , Liaison Problem Solving Team Lead Offshore NOC Support    Staff Training and Development Resource Management Time Management Feb 2012 Till Date Taumobility / High Tech Innovations LLC. - Pioneered the Offshore NOC Support setup Identified and developed procedures to achieve organizational goals Managed the HR function in the areas of staffing and training Major responsibilities as NOC Support Specialist included:  Monitor the client servers and desktops via Continuum™ monitoring portal  Pick the tickets generated in the system and work on those accordingly  Setup , configure local backups running through Shadow Protect ™  Monitor and troubleshoot Shadow Protect backups  Installations , configurations of Backup and Disaster Recovery servers  Liaison with Continuum ™ to troubleshoot BDR issues  Setup , configure online backups through Intronis ™  Monitor and troubleshoot Intronis backups  Deliver service and support to end-users using and operating automated ticket distribution portal, via remote connection or over the Internet  Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services  Gather customer’s information and determine the issue by evaluating and analyzing the symptoms  Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, backups, Practice Management Software like Dentrix, Dexis ™ etc. and more  Research required information using available resources  Follow standard processes and procedures  Identify and escalate priority issues per Client specifications  Redirect problems to appropriate resource;  Accurately process and record call transactions using a computer and designated tracking software TigerPaw ™  Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business  Follow up and make scheduled call backs to customers where necessary  Stay current with system information, changes and updates - Monitored the performance of personnel to ensure a productive work environment Ensured workflow efficiencies, customer service excellence, and quality assurance Identified and made recommendation for process improvements. IT Officer March 2011 to Oct 2011 American Refugee Committee - Managed the resolution of technical issues for users of organization’s Information System Designed, developed, and implemented processes, systems, and technology to support and enhance the technical support function Served as a proactive liaison and support professional to supervise level one support resolution and fix any escalated troubles Consulted occasionally with users to understand and clarify their expectations and communicate resolution steps and timelines Provided IT Support during organizational events , seminars and conferences Data collection from all field offices following the deadlines Maintained periodic backups of the data Senior Lecturer Computer Science and ICT Sep 2004 To Mar 2011 Misc. Organizations - Started my career as a visiting lecturer at International Islamic University Islamabad in 2004 Served as Lecturer Computer Science at ICB G6/3, Islamabad from Oct 2005 to Dec 2006 Worked as ICT Lecturer in Jawahir Al-Riyadh International School, Riyadh, Saudi Arabia from Dec 2006 to June 2008 Continued in as ICT Lecturer in Al-Rowad International Schools, Riyadh, Saudi Arabia from Oct 2008 to June 2010 Returned back to Pakistan and served at Scholars Collage, Rawalpindi from Sep 2010 to March 2011 In parallel to academic responsibilities, I always had a chance to provide technical support towards day to day IT issues Professional Trainings - CCNA Windows Server and Desktop Linux System Admin Oracle 10g Education International Islamic University Islamabad MS Computer Science B.Sc. (Hons) Computer Science -