Ali Mughal

A dedicated and ambitious Change Manager with a proven track record in both technical expertise and management within IT. Alongside this I attained a 2:1 in Computer Systems from Nottingham Trent University. I am actively pursuing a Change & Release Manager role at Microlise.

With a focused dedication to utilising my expertise in change management, interpersonal skills, and IT knowledge, my goal is to drive the organization towards success while simultaneously enhancing my proficiency in change management, ITIL, and IT technical domains. I am a reliable individual with a strong commitment to delivering excellence, thriving in dynamic environments where innovation and practical problem-solving are valued. With a keen eagerness to make a positive impact and drive transformative change, I am poised to excel in a fast-paced environments and make meaningful contributions to the company's overall success.

ITIL-certified and advancing through the Littlefish service management track, I'm eager to pursue further opportunities in IT service management.

Change Manager - LittleFish - Nottingham

(2023-02)

Since being promoted as a Change Manager, I have been strengthening and evolving change management practices within a rapidly growing company. I have held SC Clearance since I started at Littlefish.

• Continuously refine Minimum Acceptance Criteria for change submissions, ensuring stringent standards and quality improvement.
• Establish KPIs and execute monthly reporting for performance assessment, focusing on strategies to enhance KPI efficiency.
• Develop tactics fostering effective teamwork within the Service Management Office, emphasizing productive collaboration among team members.
• Lead the seamless transition of new clients into tailored change management services, collaborating closely with clients and engineers to minimize operational risk. Additionally, oversee the end-to-end change management process for multiple clients, including chairing CABs and ECABs for effective decision-making.

IT Service Desk Engineer - LittleFish - Nottingham

(2022-03 - 2023-02)

• Resolving 1st/2nd line technical issues over phone calls, via email, or live chat, in a friendly and professional manner for customers while communicating effectively and managing technical queries adhering standards and SLAs.
• Prioritising, progressing and monitoring IT incidents and requests to ensure they are resolved within the agreed timescales, also working on specific IT projects for customers as directed by the Service Management team.
• Handling and resolving desktop/laptop/printer/application issues and basic network/server troubleshooting with administration.
• Ability to work independently and manage priorities under pressure to meet and exceed set deadlines and SLAs with competing priorities.

1st/2nd Line Support - GoDaddy - Beeston

(2020-11 - 2022-03)

• Tailored GoDaddy products to meet customer needs, ensuring first-call resolution and achieving high NPS, sales, and availability targets.
• Provided technical support, fostering team cohesion through effective communication, and leveraging strong interpersonal skills to build trust.
• Demonstrated adept multitasking and research skills to investigate and resolve complex customer issues related to GoDaddy products, utilizing various tools including FTP, MySQL, and Control Panels for issue resolution.

BSc (Hons) - Computer Systems (Networks) - Nottingham Trent University (2016 - 2019)

A Level / AS Level / BTEC Subsidiary Diplomas - ICT (C), Maths AS Level, Engineering (Distinction), Business (Distinction*) - Nottingham Academy 6th Form (2013 - 2015)

GCSE / BTEC - 5 GCSEs (A* - C) including Maths and English at grade B, ICT BTEC (Merit) - Nottingham Academy (2008 - 2013)