Open To Work
Muhammad Naim Afzal
Surrey,BC
Work Preference
Summary
Results-oriented IT Project Manager with expertise in delivering large-scale projects on time and within budget. Skilled in stakeholder engagement, problem resolution, and strategic planning, ensuring alignment with organizational goals. Experienced in cybersecurity and IT project management, analyzing security threats and implementing compliant solutions. Strong leader focused on enhancing operational performance through team collaboration, training, and morale-building techniques.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Director
Insmart Technology Inc.
Surrey, BC
02.2025 - Current
- Led cross-functional teams to implement IT project plans and timelines.
- Coordinated resources and schedules for multiple concurrent IT projects.
- Developed and maintained project documentation for stakeholder communication.
- Managed risk assessments to identify and mitigate project challenges.
- Collaborated with technical teams to ensure alignment with project goals.
- Facilitated stakeholder meetings to gather requirements and provide updates.
- Trained team members on project management tools and methodologies.
- Collaborated closely with other departments in order to ensure timely resolution of any conflicts or problems encountered during the course of the project.
- Managed large-scale IT projects from conception to completion, ensuring all deadlines were met.
- Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.
- Documented all processes involved in implementing IT projects according to industry standards.
- Analyzed customer feedback regarding product and service quality in order to make necessary improvements.
- Facilitated change control process to ensure efficient handling of requests related to scope modifications.
- Identified opportunities for automation within existing processes in order to improve efficiency.
- Acted as a liaison between business users and technical teams in order to develop solutions that meet customer needs.
- Maintained up-to-date knowledge of industry best practices related to IT Project Management.
- Assessed vendor capabilities prior to selection based on cost analysis data points such as price quotes and service level agreements.
- Conducted evaluations of hardware and software solutions to develop estimates, negotiate contracts and make effective selections.
- Updated network systems to support secure company operations and eliminate hacking.
- Designed, engineered and supported various IT projects as key technical resource.
- Trained staff to recognize and avoid cyber attacks.
- Modified project plans when needed to better align with organizational objectives.
- Analyzed security threats and vulnerabilities in client systems.
- Developed security policies and procedures for organizational compliance.
- Implemented network monitoring tools to detect intrusions and anomalies.
- Conducted risk assessments to identify potential security gaps.
Director
Onsite Geeks Ltd.
Surrey, British Columbia
03.2015 - Current
- Led strategic planning initiatives for technology services at Onsite Geeks Ltd.
- Managed team performance through regular coaching and feedback sessions.
- Developed and implemented operational policies to enhance service delivery.
- Coordinated resource allocation for efficient project execution at Onsite Geeks Ltd.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed workflows and established priorities for daily operations.
- Procured IT resources for strategic and operational computing requirements.
- Reviewed and approved project plans prior to implementation.
- Controlled operational IT budget and expenditures within department parameters.
- Maintained knowledge of advances in information technology systems and applications.
- Conducted research to identify new technologies that could improve operations.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Analyzed user needs and developed specifications for new systems or modifications.
- Supervised and oriented computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
- Collaborated with other departments to develop innovative solutions for complex problems.
- Implemented strategies for improving customer service levels through enhanced use of technology.
- Established security protocols to protect data from unauthorized access or modification.
- Coordinated disaster recovery plans to minimize downtime during system outages or malfunctions.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Created detailed documentation for software, hardware, and network configurations.
Level 2 Technical Support Representative
Telus
Surrey, BC
08.2015 - 10.2018
- Resolved customer inquiries using ticketing systems and knowledge databases.
- Provided technical support for telecommunications services and equipment issues.
- Collaborated with teams to troubleshoot complex customer problems effectively.
- Educated customers on product features and service options during interactions.
- Assisted in training new staff on support procedures and best practices.
- Analyzed recurring technical issues to recommend improvements in processes.
- Worked closely with vendors to resolve third party product issues.
- Participated in team meetings to discuss current projects and upcoming initiatives.
Business Technical Support
Shaw Cable
Vancouver, British Columbia
2011 - 2015
- Assisted customers with technical issues via phone and online chat.
- Documented support requests and resolutions in ticketing system.
- Provided troubleshooting steps for software and hardware problems.
- Collaborated with team members to enhance support processes.
- Educated customers on product features and best practices.
- Escalated complex issues to senior technical staff for resolution.
- Maintained updated knowledge of company products and services.
- Conducted follow-up calls to ensure customer satisfaction with solutions.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Progressed through multiple leadership and technical roles.
- Supported residential, retail and business customers.
- Worked directly with business owners and decision-makers
- Documented all activities related to technical support including processes, updates, changes made.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Served as first point of contact for incoming technical service calls and emails.
Bestbuy Geek Squad Supervisor
Best Buy
Surrey, British Columbia
2008 - 2013
- Supervised technical support team to enhance customer service quality.
- Managed ticketing system for efficient issue tracking and resolution.
- Trained staff on troubleshooting techniques and customer interaction skills.
- Developed support documentation for common technical issues and solutions.
- Collaborated with engineering teams to resolve complex technical problems.
- Conducted performance evaluations to improve team effectiveness and morale.
- Analyzed support metrics to identify trends and areas for improvement.
- Facilitated regular meetings to discuss challenges and share best practices.
- Conducted regular performance reviews with direct reports.
- Coached employees on improving their communication skills when interacting with customers.
- Assigned tasks to staff members based on individual skillsets.
- Monitored performance metrics to ensure high-quality customer service standards were met.
Reporting Analyst
NCO Group
Surrey, British Columbia
2007 - 2008
- Created comprehensive reports for internal and external stakeholders.
- Analyzed data trends to support decision-making processes.
- Developed dashboards to visualize key performance indicators effectively.
- Utilized advanced Excel functions for data manipulation and analysis.
- Collaborated with cross-functional teams to streamline reporting procedures.
- Conducted quality checks on data for accuracy and consistency.
- Presented findings to management in clear, concise formats.
- Streamlined reporting processes by evaluating data sources, compiling data and redesigning output.
- Assisted in the development of new reporting standards and policies within the organization.
- Assisted in the implementation of new reporting tools and software systems.
- Prepared graphs, spreadsheets and reports for presentations.
- Provided technical expertise regarding reporting functions and applications.
Education
Certificate - Project Management Professional (PMP)
Project Management Institute
Surrey, BC01-2026
Certificate - A+ Hardware Diploma
Super Tech Institute of Computer Sciences
Islamabad, Pakistan01-2003
High School Diploma -
Institute of Advance Tech
Islamabad, Pakistan06-2003
Certificate - Networ Adminstration Certification
British Columbia Institute of Technology
BurnabyCertificate - Cisco Systems Certified Network Associate (CCNA)
British Columbia Institute of Technology
BurnabySome College (No Degree) - Business Management Certification
Kwantlen Polytechnic University
Surrey, BCSkills
- IT project management
- Project management
- Cybersecurity fundamentals
- Information technology management
- Network administration
- Regulatory compliance
- Data analysis
- Contract negotiation
- Contract and vendor management
- Vendor relationship management
- Stakeholder engagement
- Performance management
- Process improvement
- Business planning
- Sales management
- Business strategy
- Team management
- Leadership development
- Coaching and mentoring
- Employee development
- Team building
- Team collaboration
- Time management
- Decision-making
- Problem resolution
- Conflict resolution
- Problem-solving
- Verbal and written communication
- Creativity and innovation
- Technical support
- Customer service
- Risk assessment
- Strategies and goals
- Conflict resolution
- Staff development
- Verbal and written communication
- Risk assessment
Languages
English
Professional
Urdu
Professional
Hindi
Professional
Punjabi
Limited
Persian
Elementary
Certification
- Project Management Professional (PMP)
- UniFi Routing, Switching & Cybersecurity Admin
- Google IT Support Certificate
- The Critical Role of IT Support Staff in Healthcare
- Sophos Endpoint Certified Engineer
- Certified Smartphone Master and Microsoldering Technician
Accomplishments
- Successfully met Q4 2025 budget targets while maintaining project delivery timelines and service quality.
- Recognized as a top-performing employee and key contributor across multiple organizations throughout my career.
- Frequently recognized by leadership for exceeding performance expectations, driving operational improvements, and mentoring team members.
- Consistently achieved top performer status through exceptional customer service, technical expertise, leadership, and project delivery.
Timeline
Director
Insmart Technology Inc.
02.2025 - Current
Level 2 Technical Support Representative
Telus
08.2015 - 10.2018
Director
Onsite Geeks Ltd.
03.2015 - Current
Business Technical Support
Shaw Cable
2011 - 2015
Bestbuy Geek Squad Supervisor
Best Buy
2008 - 2013
Reporting Analyst
NCO Group
2007 - 2008
Certificate - Project Management Professional (PMP)
Project Management Institute
Certificate - A+ Hardware Diploma
Super Tech Institute of Computer Sciences
High School Diploma -
Institute of Advance Tech
Certificate - Networ Adminstration Certification
British Columbia Institute of Technology
Certificate - Cisco Systems Certified Network Associate (CCNA)
British Columbia Institute of Technology
Some College (No Degree) - Business Management Certification
Kwantlen Polytechnic University