Bilal Akbar Niazi

Manage Operations for Customers' VDI Environments (VMWare Horizon, VMWare Virtualization Infrastructure) Acting as Service Manager for multiple Managed Services Customers. Routine Operations, Service Level Management, Change & Update Management and Project Management.

Working with global Oracle and Veon HQ Oracle Cloud deployment teams to implement Oracle HCM Cloud for project design and implementation. HRMS System Operations; manage .Net applications, SQL DB, Servers, and Server Backups. Handle change management request process. Design, configure and deploy JSD Cloud implementation for Service Operations Team. Create workflows, screen schemes, permission scheme, and SLAs.

Managed and lead the Infrastructure and Support Teams ensuring 99.9% or better uptime. Evaluate, monitor and enhance IT infrastructure (Shared Services Pakistan) with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity. Projects: Infrastructure Deployment, IT Service Identification and ownership, O365 deployment, HQ Oracle EBS/BPM deployment Support, HQ Support Model implementation, BluePrism RPA.

Lead and develop IT Infrastructure Team (around 12 members in distributed setting) to provide applications & Data Center support (ERP & ASP based applications, Multitude of End-user Applications). Successfully develop and implemented revamped Internal/External SLAs/OLAs extensively covering gaps and pain points. Successful management and high availability of Citrix, Hyper-V, File, WSUS, SCCM and AV Services (avg. 99.9% uptime and 0 security breaches).

Ensure Quality of IT Network, Infrastructure and Support to all business units, enterprise wide. Develop and implement IT Infrastructure plan, goals and objectives. Managed Helpdesk, Franchise IT Support & Connectivity Management. Projects: Citrix XenApp Infrastructure deployment. File server migrations. FCS/FEP Upgrade. ADS Upgrade/GP Updates and SCCM Implementation. Hyper-V Implementation for Call Center Teams. Office 365 Hybrid deployment.

Tested, Hired and Trained as a trainee Operations Officer. Looked after multitude of IT and Banking Operations for Regional Office and Branch Office. Daily Operations: H/W & S/W Installation and Troubleshooting, Windows Server, Windows 7, HP Blade Servers, HP Tape Library Backups, Sophos Antivirus, OS Patching, Network Shares, Printers, ADDS, User management etc. Projects: Data Gathering, Cleansing & Report Creation for Priority Banking Customers Group. FC Reporting tool deployment.

Successfully lead the IT helpdesk under Managed Services portfolio for “Warid Telecom Pvt. Ltd.” Successfully managed 99.9% Uptime for Client’s IT Systems while ensuring full compliance with company policies and security requirements. Acted as hands-on level 2 support for Microsoft Windows Servers, MSO, Cisco Telephony and CA Uni Center Systems. Helped with deployment and upgrade projects for Server systems, client applications and client operating systems.

Information Technology

Information Technology