Hi, I’m
Firoz Khan
IT Manager
Riyadh,CR
Summary
Veteran Information Technology Manager with 18 years of experience leading organizational technology strategy. Skilled in installing and maintaining hardware, software, and networking updates. Trains and oversees a dedicated tech team to provide maintenance, troubleshooting, and IT support. Drafts organizational policies to define standards for technology oversight and usage.
Tech-savvy innovator with hands-on experience in emerging technologies and a passion for continuous improvement. Proven ability to identify opportunities for technological enhancements and implement effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Thrives in fast-paced environments, driving technological advancements that propel organizations forward.
Overview
5
Certifications
Work History
Arab Centre for Engineering Studies -ACES
IT Manager
7 2007 - Current
Job overview
- Directing technology planning and direction, strategy development, leadership and implementation, business and operational transformation execution, business solution delivery, and business development
- Fostered a culture of continuous improvement by regularly reviewing and refining internal processes, resulting in ongoing operational enhancements.
- Spearheaded a successful digital transformation project that modernized operational workflows while maintaining budget limits.
- Managed complex IT projects, ensuring timely completion within budget constraints.
- Implemented cutting-edge technologies to facilitate internal communication and collaboration among team members.
- Optimized network performance with thorough analysis and strategic upgrades to hardware and software.
- Mentored junior team members in technical skills and best practices, strengthening overall departmental expertise.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Established a comprehensive knowledge base to empower end-users with self-service options, reducing the load on support staff.
- Built strong relationships with vendors to negotiate cost-effective contracts for hardware, software, and services procurement.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Developed key performance indicators to measure IT department success and identify areas for continuous improvement.
- Established business continuity plans to minimize downtime during unexpected events or system failures.
- Launched an internal helpdesk system that streamlined support request handling processes while improving response times significantly.
- Provided expert technical support, resolving complex issues promptly while maintaining high levels of customer satisfaction.
- Implemented staff training programs to increase technical competencies and promote a culture of continuous improvement within the IT department.
- Championed IT policy development and enforcement, fostering a secure environment for sensitive data storage and transmission.
- Optimized IT infrastructure by upgrading hardware, software, and network components for improved performance.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Implemented and maintained technology and software budget.
Golden Technology Co.
Department Manager
Job overview
- Implementing solutions by studying information needs, conferring with users, studying systems flow, data usage, and work processes
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Oversaw departmental budgets to ensure financial efficiency, leading to significant reduction in unnecessary expenditures.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Zahran operation and Maintenance Co.
Team Leader
Job overview
- Mapping requirements of clients as well as different senior management, vendors / consultants & other stakeholders for ensuring effective translation of business needs into technology requirements in adherence with company's objectives
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Maintained database systems to track and analyze operational data.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Observed packing operations to verify conformance to specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Shri Venkateshwara University University
Master of Computer Application - MCA
Shri Venkateshwara University University
Bachelor of Computer Application - BCA
Skills
IT Infrastructure
Certification
ITIL V3 Foundation Certification
Key Result Areas
- Directing technology planning and direction, strategy development, leadership and implementation, business and operational transformation execution, business solution delivery, and business development
- Implementing solutions by studying information needs, conferring with users, studying systems flow, data usage, and work processes
- Mapping requirements of clients as well as different senior management, vendors / consultants & other stakeholders for ensuring effective translation of business needs into technology requirements in adherence with company's objectives
- Implementing global product strategies and roadmaps to maximize success and minimize business disruption, that increased product quality and releases
Personal Information
Date of Birth: 05/11/80
Area Of Expertise
- ERP Implementation
- Global Delivery Management
- Quality and Vendor Management
- International Stakeholder Management
- Strategy Planning
- Strategic Planning and Development
- Change Management
- Virtual Team Leadership
Accomplishments
Infrastructure Modernization: Managed the upgrade of legacy systems to cloud-based solutions, achieving a 50% reduction in downtime and improving data accessibility for remote teams.
Cybersecurity Enhancements: Spearheaded a comprehensive cybersecurity initiative that reduced security incidents by 70% and ensured compliance with industry regulations.
Strategic Technology Implementation: Successfully led the implementation of a new enterprise resource planning (ERP) system, resulting in a 25% increase in operational efficiency and a 30% reduction in costs.
Team Development: Recruited and developed a high-performing IT team, improving service delivery response times by 40% and increasing overall team satisfaction scores.
Innovation Initiatives: Launched an innovation lab within the organization that explored emerging technologies, leading to the successful adoption of AI solutions that improved customer service response times by 50%.
Project Management: Led cross-functional projects that integrated IT with other departments, enhancing communication and collaboration, which resulted in a 20% increase in project completion rates.
Process Improvement: Implemented ITIL practices to streamline service management processes, reducing incident resolution times by 30%.
Budget Management: Successfully managed a multi-million dollar IT budget, identifying cost-saving opportunities that resulted in a 15% reduction in annual IT expenditures without compromising service quality.
Affiliations
Saudi Council of Engineers
ITIL
Additional Information
Additional Information
- Willingness to travel for work or training
- Availability for oncall support as needed
- Commitment to ongoing professional development and learning
Languages
Urdu, Hindi
Native language
English
Proficient
C2
Arabic
Advanced
C1
Technology
Infrastructure Technologies
- Servers: Windows Server, Linux Server, VMware, Hyper-V
- Storage Solutions: SAN, NAS, RAID configurations
- Networking Equipment: Routers, switches, firewalls (Cisco, Juniper, Fortinet)
- Desktop OS: Windows, macOS, Linux distributions
- Server OS: Windows Server, Red Hat Enterprise Linux, Ubuntu Server
- Cloud Platforms: Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP)
- SaaS Applications: Office 365, Salesforce, Google Workspace
- IaaS/PaaS Solutions: Heroku, DigitalOcean, IBM Cloud
- Firewalls: Palo Alto, Cisco ASA, Check Point
- Intrusion Detection/Prevention Systems: Snort, Suricata
- Antivirus/Endpoint Protection: Symantec, McAfee, CrowdStrike
- Project Management: Jira, Trello, Asana
- Communication: Slack, Microsoft Teams, Zoom
- Documentation: Confluence, SharePoint, Google Docs
- Help Desk Software: ServiceNow, Zendesk, Freshdesk
- Monitoring Tools: Nagios, Zabbix, SolarWinds
- Configuration Management: Ansible, Puppet, Chef
- Artificial Intelligence/Machine Learning: TensorFlow, Azure ML
- Internet of Things (IoT): Cisco IoT, AWS IoT Core
- Blockchain Technologies: Ethereum, Hyperledger
Timeline
IT Manager
Arab Centre for Engineering Studies -ACES
7 2007 - Current
Department Manager
Golden Technology Co.
Team Leader
Zahran operation and Maintenance Co.
Shri Venkateshwara University University
Master of Computer Application - MCA
Shri Venkateshwara University University
Bachelor of Computer Application - BCA
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