Zubair Ahmed Khan

IT Support & Operations Experience

• Review and analyze supplier and category spend to define effective sourcing strategies.
• Drive end-to-end RFx processes, including e-auctions, supplier risk assessment, contract creation, execution, compliance, and performance management.
• Lead negotiations with suppliers on pricing, commercial terms, and contractual agreements.
• Conduct market research and benchmarking to identify competitive opportunities within the IT software and services marketplace.
• Support strategic sourcing for IT services (SDLC-based), including system review, application implementation, testing, upgrades, and post-production support through IT service providers.
• Ensure software license agreements are established and optimized for third-party applications and platforms.
• Execute MSAs and SOWs across IT spend categories such as hardware, software, professional services, and global workforce solutions.
• Manage IT services projects throughout the sourcing lifecycle—from requirement analysis to contract execution.
• Optimize supplier base by strengthening strategic partnerships and reducing tail-spend vendors.
• Drive continuous process improvements and reduce sourcing cycle time.
• Provide region-specific market intelligence to mitigate supply risks and enhance competitive advantage.
• Facilitate supplier due diligence during onboarding processes.
• Collaborate with cross-functional teams (Contract Management, Legal, Supplier Risk Office) to ensure timely contract approvals and risk mitigation.
• Conduct training sessions for internal stakeholders on sourcing processes, tools, and systems.
• Coordinate with IT helpdesk teams to resolve technical/system-related issues.
• Apply Total Cost of Ownership (TCO) principles in sourcing and procurement decisions.
• Build and maintain strong relationships with internal stakeholders and suppliers.
• Generate ad-hoc reports to support data-driven decision-making.
• Delivered Tier 1 and Tier 2 technical support via calls, chat, and ticketing systems.
• Resolved incidents related to VPN, Active Directory, Citrix, and enterprise applications.
• Managed user lifecycle processes including account creation, deletion, access provisioning, and RBAC.
• Supported Windows desktops, laptops, and mobile devices (iOS and Android).
• Troubleshot enterprise applications such as Cisco Webex (formerly Spark) and Bill Pay Kiosk.
• Handled escalation tickets while ensuring SLA compliance and timely resolution.
• Administered Citrix Virtual Apps and Desktops environment.
• Configured and managed Citrix ADC (NetScaler) and Gateway for secure remote access.

Supported practitioners in device application and system installation processes.

• Upgraded and patched operating systems and components to enhance performance.
• Monitored system performance, analyzed logs, and troubleshot issues effectively.
• Maintained LAN infrastructure while resolving technical problems efficiently.
• Provided technical support for data and voice internetworking solutions.
• Configured and administered firewall settings to ensure network security.
• Implemented management policies and directives to streamline operations.
• Coordinated troubleshooting efforts with overseas clients and support teams.

• Processed Property & Casualty (P&C) insurance claims with accuracy and adherence to company guidelines.
• Consistently achieved daily productivity and performance targets.
• Maintained Turnaround Time (TAT) and Key Performance Metrics (KPM) in line with SLA requirements.
• Participated in client conference calls to address quality issues, performance updates, and process improvements.