Faraz Imran

With over 8 years of experience in IT service delivery, I have developed a passion for providing efficient and timely support to various clients and stakeholders. My core competencies include IT service desk operations, system deployment, cloud and security administration, and project management. I am currently the Assistant Manager IT Service Delivery at ibex. Pakistan, a leading global provider of business process outsourcing and technology solutions.

In my current role, I lead a service desk team that supports the IT needs of United Energy Pakistan, a major oil and gas company. I am responsible for ensuring that all tickets are logged, tracked, and resolved according to the agreed SLAs and OLAs. I also lead the IT projects for OS updates and IT equipment changes across the organization.

Additionally, I administer the IT helpdesk tool ManageEngine ServiceDesk Plus Cloud and customize various fields and workflows. Some of the skills that I use daily in my role are Microsoft 365 administration, Azure Active Directory, system deployment, and providing solutions to the ServiceDesk team and end-users, and creating reports and dashboards. I have also earned multiple certifications from Microsoft, Coursera and Fortinet to enhance my technical knowledge and skills.