Hi, I’m
Furqan Ahmed Khan
Cloud Computing
Hyderabad,TG
Summary
- Diligent and dedicated Deputy Manager with 16 years of experience in the IT Service Management/End-User Computing industry. Excellent interpersonal and communication skills. Dynamic and determined with exceptional leadership qualities.
- Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
- Knowledgeable Deputy Manager with extensive knowledge of the offshore delivery center. Solid managerial and communication skills. Gifted in handling tense situations with irate customers.
- Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
years of professional experience
7
Certifications
3
Language
Work History
Deloitte Support Services India Private Limited
Deputy Manager
06.2024 - Current
Job overview
- Maintained, documented and presented progress reports to leaders.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Oversaw daily operations of the department, ensuring maximum productivity and adherence to company policies.
- Created reports and analyzed and interpreted data.
- Optimized internal workflows by identifying bottlenecks in processes and implementing efficient solutions for increased productivity.
- Supervised and motivated 10+ staff employees.
- Fostered a culture of continuous improvement by encouraging employees to share ideas on how to enhance their roles or the overall business operations.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Deloitte
Assistant Manager – Technical Specialist
09.2020 - 05.2024
Job overview
- Managing a team of 10 members; mentored, coached, and trained the team on areas like vSphere Web Client, VMware Horizon 8 Administrator, O365, Citrix VDI (Daas) Services and other business application delivered after-hours support for Infrastructure related issues as well occasional weekend maintenance
- Mentoring the Team, managing both the operations process, embracing design, planning, control, performance improvement, and operations strategy
- Managing all aspects of IT Technical Service Delivery to the businesses in Concentrix to ensure that all day-to-day operational activities are performed in a timely and reliable way
- Playing a vital role as an Incident Manager for multiple user impact and ensured that normal service operation is restored as quickly as possible and reduced the business impact by 50%
- Ensure in-scope local infrastructure services are delivered per current SOPs and approved OLAs/SLAs
- Extended onsite support to Deloitte Belgium Offshore customers on networking and software related issues; engaged in disk management, basic firewall maintenance & Network troubleshooting at Offshore office (Deloitte India)
- Driving resolution for all IT issues / escalations in co-ordination with global infrastructure & other IT Platform teams within defined SLA
- Creating Service Now Weekly & Monthly support metric report based on business cost center
- Engaged in IT Management and Service Desk IT Operation at offshore delivery center for the Deloitte Belgium Member Firm (550+) users and their VDI’s in a 18-hour production environment while maintaining 99% uptime of VDI resources
- Manages relationships across all I/T and impacted Business I/T areas
- Ensure strategic technology planning, including proposed cost implications (site IT infrastructure lifecycle management)
- Handling Monthly maintenance upgrade on Golden Image for non-persistent VDI environment.
Deloitte
Senior Analyst
05.2016 - 08.2020
Job overview
- Expertise in VDI Infrastructure support request
- Handling a team of VMware Administrators and providing guidance in there day to day activities
- Implementing the platform based on the customers requirement after analyzing the requirements
- Planned and lead migration of Windows 8.1 OS to Windows 10 VMware Virtual Machines
- Providing PowerShell training to team to automate SharePoint platform setup
- Built Dashboard to track day-to-day VDI IT Operations
- Provide technical guidance to junior engineers working on Private Cloud Computing
- Working towards improving security guidelines to ensure smooth VDI operations from any malicious attacks
- Implement a Service Now Ticket tool to managed daily Incident, Incident Task, SCTASK, CHGTASK.
Deloitte
Analyst
06.2013 - 04.2016
Job overview
- Supporting VMware Horizon view client for the Belgium IT project
- Supporting more than 300+ users for their VMware issue like, password reset, VMware session reset, Business application issue & BCP Plan
- Supporting NOC team for the firewall maintains
- Creating user accounts and maintaining application for virtual machines
- Dealing with all user issues (Incidents, requests, standard changes)
- Logging all the Incidents & Service Request
- Troubleshooting issue related Windows, Networks, RSA, VMware, MS Office, Cisco IP Phone issue & Cisco Call manager Utility console
- Handling weekly OS migration from Windows 7 to Windows 8.1 as per the business requirement
- Data movement from one computer to another computer
- Configuration of new machine with Win 8.1 image, installation of business approved application
- Ensuring that the issues raised are accurately recorded, addressed and resolved as per the SLA
- Ensuring at least 90-95% incident closure at the second level every month
- Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems
- Experience using an incident tracking system, working with a knowledge base or knowledge tool, using and supporting IP phone systems, troubleshooting VPN/LAN/WAN issues by phone, supporting Microsoft Windows XP and/or Windows 7 over the phone, experience with Microsoft Office Suite (including Outlook) and Blackberry.
UnitedHealth Group Pvt. Ltd
Technical Support Analyst
04.2013
Job overview
- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 8.1 & windows 10, offering a variety of level 1 to 2
- Dealing with all user issues (Incidents, requests, standard changes)
- Logging all the Incidents & Service Request
- Ensuring that the issues raised are accurately recorded, addressed and resolved as per the SLA
- First line investigation and diagnosis of the incidents and service requests
- Supporting more than 200+ business related applications
- Ensuring at least 90-95% incident closure at the first level every month
- Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems
- Use remote control tools to assist customers when needed.
Wipro Info Tech
Laptop Engineer
07.2010
Job overview
- Worked as Desktop & Laptop Engineer for WIPRO InfoTech & providing services to GENPACT (Formerly known as GE Capital International Services) at Hyderabad from 1st December 2008 to 28th July 2010.
Education
Osmania University
Bachelor’s Degree in Computer Science
Skills
Client management
Performance monitoring
Knowledge of business operations
Technical understanding
Incident Reporting
Teamwork and Collaboration
Problem-Solving
Team Collaboration
Excellent Communication
Certification
Microsoft Certified: Azure Administrator AZ-104 (Jan 2023)
Profile
Furqan Ahmed Khan, Assistant Manager (IT Specialist), +91 9885617864, furqan_4467@live.com
Personal Information
- Date of Birth: 01/02/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Specialist is Mughlai Cuisines
Expert is making world famous Hyderabadi Briyani and other cuisines
Accomplishments
- Achieved Out Standing Award (R&R) through effectively helping with Citrix VDI Migration (DaaS).
- Achieved 100% by completing Citix Cloud migration with accuracy and efficiency.
Timeline
Deputy Manager
Deloitte Support Services India Private Limited
06.2024 - Current
Assistant Manager – Technical Specialist
Deloitte
09.2020 - 05.2024
Senior Analyst
Deloitte
05.2016 - 08.2020
Analyst
Deloitte
06.2013 - 04.2016
Technical Support Analyst
UnitedHealth Group Pvt. Ltd
04.2013
Laptop Engineer
Wipro Info Tech
07.2010
Osmania University
Bachelor’s Degree in Computer Science
04.2008