Muhammad Rameez Khan

• Started at the Associate level, got promoted to Senior Associate, then to a Lead (SME), and am currently pursuing the role of Associate Director for ITAM LCM.
• In the initial days, below were the roles and responsibilities.
• Maintenance of asset inventory, such as servers, network, end-user computing, mainframes, storage, and database.
• I got involved in the migration of CMDB data from Asset Center to ServiceNow.
• I have played a vital role in handling day-to-day ITAM operations (complete IT asset lifecycle).
• I was responsible for generating reports for chargeback, financial purposes.
• Involved in the normalization and reconciliation of data based on various sources from multiple classes.
• Responsible for conducting a CI relationship monthly audit.
• Steering committee reporting, ITAM KPI generation, and data cleanup initiatives.
• Coordinate with the Asset Catalog, Purchase Order, Receiving, and ITBM teams.
• Customer Base Handling: Direct interactions with end customers for any requirements related to assets.
• Over my tenure, I got wonderful opportunities to work on important projects. Below are the main ones.
• Completely created the policies and procedures for a new team called ITAM Lifecycle Management from scratch.
• Implemented best practices and efficient operations of the new LCM team by designing and improving business processes.
• Documenting Standard Operating Procedures, Work Instruction Guides, and training materials.
• Responsible for the IT asset disposal process.
• Currently working on the migration project from the Brownfield to the Greenfield environment.
• Responsible for the initial requirements, implementation, and UAT testing of the GreenField environment.
• Very actively coordinate with the ServiceNow development team for the enhancements in the CMDB.

• Excellent knowledge in BMC Remedy Ticketing tool, Incident Management, Remotely managing IT Asset Management function of clients.
• Maintenance of Asset Inventory for End User Computing (Laptops, Desktops and Printers).
• Creating new CI's as per request.
• Daily tracking of updates to detect any discrepancies and errors in reports.
• Get an update on the list of Exception data and enrich CMDB.
• To keep track of CI pickups and new installs of CI in the environment.
• To create and maintain the evolving knowledge base document that can be referred by the new team members.
• Attend and successfully complete required technical training classes, seminars, and on-the-job training, as assigned by management.
• Preparing the consolidated Monthly IT Asset Status Report for Senior Management.

Client : AT&T 

• Hands on experience in Troubleshooting, installation and configuration of system, wireless routers, IP setup.
• Configuring and troubleshooting Email clients.
• Adherence to SLA and TAT thereby minimizing the no of escalations.
• Hands on Experience in handling escalations from clients and providing immediate resolutions.
• Responsible for troubleshooting and configuration of ports and adapters.Redefinition of SLA based on past ticket performance.
• Define the response & resolution time.
• Define KEDB for 1st time resolution and updating of KEDB time to time.
• Resolving Incidents on first level.
• Responsible for doing a monthly Inventory count check of AT&T modems.