Zain Akhter

Executive - IT - Operations

Axiata • Tiempo completo

Jul 2021 - Present • 5 yrs

Provide enterprise IT support and Service Desk operations, delivering first-level technical support for Windows, macOS, Microsoft 365, Microsoft Office, Exchange, Active Directory, Microsoft Teams, Intune, business applications, desktops, laptops, printers, and peripherals. Resolve incidents through email, phone, and ticketing systems (eSolver & CASE) while ensuring high SLA compliance and excellent user experience. Manage Microsoft Intune for device provisioning, application deployment, policy enforcement, endpoint compliance, and Windows update rollouts. Administer Active Directory, Group Policies, Exchange, and identity services while supporting secure access and business continuity. Administer Cisco Meraki infrastructure, monitor WAN performance, troubleshoot network connectivity, coordinate escalations, and ensure reliable virtual meeting services across nationwide offices. Oversee preventive maintenance, IT asset lifecycle, inventory records, and backup readiness to maintain operational resilience. Lead IT procurement activities from RFI/RFP preparation through vendor evaluation, purchase orders, delivery, and asset distribution. Manage vendor relationships, monitor SLA performance, and drive continuous service improvements. Strengthen organizational cybersecurity by supporting CTDISR and ISO 27001 compliance, monitoring the PTA CERT Portal, reviewing PK-CERT advisories, coordinating vulnerability remediation, and maintaining audit-ready evidence for security controls, incident response, system hardening, patching, endpoint security, logging, access management, and backup compliance. Collaborate with SOC, cybersecurity, infrastructure, and business teams to implement security controls, resolve advisories, maintain regulatory compliance, and support internal and external audits. Develop security documentation, policies, procedures, and awareness initiatives to enhance organizational security posture.

Resident Engineer

Ufone • Tiempo completo

Jul 2019 - Jul 2021 • 2 yrs

Deliver enterprise-grade IT support and infrastructure services for 1,500+ users across headquarters, regional offices, warehouses, MSCs, and retail locations. Provide L1/L2 technical support for Windows, Microsoft Office, Microsoft 365, browsers, business applications, desktops, laptops, printers, scanners, and peripheral devices. Specialize in troubleshooting Windows environments, software installations, system configuration, OS deployment using Microsoft Deployment Toolkit (MDT/MDS), and remote user support. Manage IT incidents and service requests using HP Service Manager while ensuring SLA compliance and timely issue resolution. Administer Cisco Wireless LAN Controller (WLC) for guest/vendor wireless access and troubleshoot LAN, WAN, Wi-Fi, VPN, and connectivity issues in coordination with Network Operations Center (NOC) teams. Provide Level-1 support for SSL-VPN and assist IT Security teams in investigating and resolving security-related incidents. Coordinate with hardware vendors and backend teams for repairs, replacements, escalations, and service restoration. Track vendor performance, monitor SLA adherence, and manage service outage claims and liquidated damages. Manage and monitor enterprise IT infrastructure using OPManager, HP Web Jetadmin, IBM MaaS360 (MDM), SafeCom Secure Printing, and SCALA Digital Signage servers deployed across nationwide offices. Perform routine health checks of IT assets to ensure maximum availability and operational efficiency. Collaborate with employees at all organizational levels, including senior leadership, to deliver responsive IT support, maintain service quality, and oversee Service Desk operations for the North Region. Open and manage Microsoft support cases when required, provide end-user training, and ensure reliable, secure, and business-focused IT operations.