Mustasaf Gondal
IT Support Management
Calgary,AB
Summary
Dynamic IT professional with over 10 years of progressive experience in technical support, team leadership, and service management. Proven expertise in network administration, system management, and IT troubleshooting, with a strong background in Linux, Oracle, and Windows Server environments. Demonstrated ability to design and implement effective training programs, streamline processes, and manage key stakeholder relationships. Adept at leading and developing high-performance teams to exceed service level agreements and enhance customer satisfaction. Committed to driving continuous improvement, fostering a culture of excellence, and leveraging ITIL best practices to deliver top-tier IT support services. Looking to leverage these skills in a challenging new role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Lead
Long View Systems
08.2022 - 05.2023
- Directed a diverse team providing IT service desk support, ensuring the team consistently met or exceeded service level agreements.
- Developed and maintained standard operating procedures for the service desk, leading to improved issue resolution efficiency and customer satisfaction.
- Led the implementation of ITIL best practices within the service desk, contributing to enhanced service delivery and process standardization.
- Collaborated with other IT leaders to identify opportunities for process improvement, leading initiatives to drive efficiency and effectiveness across the service desk.
- Managed the resolution of escalated service desk issues, negotiating and liaising with internal stakeholders and external vendors as required.
- Provided ongoing coaching and professional development to team members, leading to improved team performance and individual skill enhancement.
- Successfully maintained customer satisfaction rate above 95% throughout the tenure.
- Reduced average issue resolution time by 30% through the implementation of knowledge management practices and training programs.
- Managed service desk metrics and reporting, providing transparency to IT leadership and driving continuous improvement efforts.
Service Desk Analyst
Sure Systems
11.2021 - 05.2022
- Provided comprehensive service desk support, efficiently diagnosing and resolving a wide array of technical issues.
- Assumed key team lead responsibilities, significantly contributing to team management and operational efficiency.
- Designed and implemented a comprehensive training plan for new hires, streamlining the onboarding process and equipping new team members with the necessary skills and knowledge.
- Personally conducted training sessions for new hires, fostering rapid integration and productivity within the team.
- Served as the primary escalation point for complex issues, leveraging advanced problem-solving skills to ensure swift and effective resolution.
- Collaborated with other team leads and management to continually improve service desk operations, contributing to a higher level of customer satisfaction.
- Participated in the hiring process, helping to select and onboard service desk personnel.
Support Services Manager
GuestTek Interactive Services
12.2017 - 02.2020
- Orchestrated performance evaluations for over 60 employees, including Team Leads, Escalation Managers, and Network Specialists, driving workforce optimization and talent development.
- Devised and implemented a comprehensive restructuring plan for the Support Department, centered on the enhancement of internal procedures, escalated ticket management, first call resolution, and root cause analysis.
- Cultivated robust relationships with Marriott's Head of Americas IT, facilitating weekly meetings to reinforce synergies between GuestTek Support and Marriott IT across all North American regions.
- Represented GuestTek in weekly/bi-weekly executive meetings with industry-leading hospitality firms, including Marriott, Four Seasons, and Hilton, ensuring strategic alignment and effective communication.
- Standardized global customer response by coordinating with international teams in Guatemala, Poland, and India, streamlining procedures and escalation processes.
- Introduced an awards program to acknowledge outstanding performance and improvement across all support tiers, fostering a culture of excellence and continuous improvement.
- Pioneered a streamlined escalation process for urgent support tickets, enhancing collaboration between the client, Support Department, R&D, and the Executive team.
- Represented the Support Department at multiple executive offices, acting as the primary liaison for GuestTek and advocating for support initiatives and goals.
- Collaborated with the Director of Installation to assemble a team of trainers dedicated to upskilling support agents post-installation, enhancing service quality and agent proficiency.
Team Lead
GuestTek Interactive
07.2017 - 12.2017
- Ensured strict adherence to all Service Level Agreements (SLAs), including metrics such as call abandonment rate, Mean Time to Recover (MTTR), and Average Speed of Answer (ASA).
- Provided coaching and training to GNOC Media Specialists in networking and customer service, enhancing team skills and capabilities.
- Upheld GuestTek's high standards by hiring and mentoring Network Specialists, utilizing monthly coaching sessions and performance evaluations for continuous professional development.
- Conducted regular monitoring and analysis of performance metrics for both Problem Tracking and Root Cause Analysis teams, ensuring continuous learning and growth within the team.
- Actively liaised with CC Admin/Schedulers to maintain constant coverage and optimum service levels.
- Managed scorecards and team statistics, while fostering skill development among agents through mentoring, coaching, and conducting case studies on previously resolved tickets.
Network Specialist
GuestTek Interactive
09.2016 - 07.2017
- Provided technical support for GuestTek Media solutions, leveraging expertise in Linux, Oracle, HP, and Ruckus systems to diagnose and resolve issues efficiently.
- Collaborated closely with onsite technicians, engineers, and IT teams to facilitate product deployment and troubleshoot a range of issues related to IPTV, VOD, and mobile applications.
- Managed ticket creation and resolution using a Salesforce-based ticketing system, ensuring timely and effective customer support.
- Administered and maintained Windows Server environments, including DHCP and Active Directory, to ensure optimal network performance and security.
- Provided Tier 1 service desk support, diagnosing and resolving a wide range of technical issues, escalating complex issues to higher tiers as needed.
- Conducted regular network performance monitoring and reporting, identifying potential issues and recommending solutions to maintain optimal network functionality.
- Assisted in network maintenance tasks, including system upgrades, patch management, and hardware/software installations.
- Developed and maintained technical documentation and SOPs to streamline processes and facilitate knowledge transfer.
- Participated in on-call rotation for after-hours support, ensuring 24/7 network availability and performance.
- Projects
Education
Bachelor of Science - Computer Science
University of Calgary
Calgary, AB06.2018
Skills
- Network Administration
- Linux and Windows Server Management
- Java, C, and Python
- Active Directory and DHCP Management
- IT Troubleshooting & Problem Resolution
- ITIL Best Practices and SLA Management
- Service Desk Support
- Ticketing Systems Management (Salesforce)
- Team Leadership & Development
- Strategic Planning & Execution
Certification
Currently studying for PMP certificate
Timeline
Team Lead
Long View Systems
08.2022 - 05.2023
Service Desk Analyst
Sure Systems
11.2021 - 05.2022
Support Services Manager
GuestTek Interactive Services
12.2017 - 02.2020
Team Lead
GuestTek Interactive
07.2017 - 12.2017
Network Specialist
GuestTek Interactive
09.2016 - 07.2017
Bachelor of Science - Computer Science
University of Calgary
Currently studying for PMP certificate
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