I am currently working at DHL Pakistan (Head office) as a Service Engineer from (Jan-2023 till date)Job responsibilities were -

Develop and monitor internal and regional key performance indicators (KPIs).
Manage procurement activities for the department or organization.
Ensure that budgeted items are procured within the designated time frame.
Participate in IT projects such as technology rollouts,facility relocation, and new facility procurement.
Collaborate with business stakeholders to understand project requirements and ensure timely delivery.
Manage software license agreements and compliance.
Maintain accurate inventory records for hardware and software assets.
Coordinate with vendors to ensure timely delivery of products and services.
Supervise and mentor helpdesk staff to ensure efficient and effective support to endusers.
Ensure that all work meets quality standards aligned with the business goals and objectives.

1.Maintain Service Level Agreements & Inventory.
2.Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with vendors & administrative issues as needed.
3.Making Capex,Opex & assist in budget management .
4.Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in helpdesk issues.
5.Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
6.Help Desk support for up to 500 users. Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all office staff & couriers via the phone.
7.Creating user accounts and managing access control based on company policies.
8.Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting.
9.Virus/Spyware Removal/Detection.
10.Ability to use, teach & troubleshoot Microsoft XP ,Win7 & Win 10 operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word).
11.Other duties as may be assigned by the department director.

1.Maintain Service Level Agreements & Inventory.
2.Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with vendors & administrative issues as needed.
3.Making Capex,Opex & assist in budget management .
4.Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in helpdesk issues.
5.Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.
6.Help Desk support for up to 500 users. Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all office staff & couriers via the phone.
7.Creating user accounts and managing access control based on company policies.
8.Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting.
9.Virus/Spyware Removal/Detection.
10.Ability to use, teach & troubleshoot Microsoft XP ,Win7 & Win 10 operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word).
11.Other duties as may be assigned by the department director.

Handle out help desk & dealing with vendors, First level Peripherals support - troubleshooting .- Replacement of faulty parts.- Regular Add, Change & Move of Desktops & Peripherals.- Desktop operating system support (Windows XP, & 7).- MS Office 2007 & 2010 support (Word, excel, PowerPoint and MS Outlook).-A/V device connectivity at meeting and conference rooms.- Preparation of new PCs/notebook computers for deployment.- Patch update and Management - Regularly updating incidents in the Service desk system - Trouble Shoot Mc70 Courier Scanners & MC 3090 RF Scanners & basic support cargo scanner ,zebra printer & scanner.

1.Providing Service and Customer Support During field visits.
2.Fulfill end users network, hardware, Software & application Problems of all different branches of Faysal Bank (South region).
3.Managing all on site installation, Repair, Maintenance and test tasks.
4.Follow all companys filed procedures and protocols.
5.Taking ownership of customer issues reported and seeing problems through to resolution.
6.Properly escalate unresolved issues to appropriate internal teams(e.g. Software developers)
7.Ensure all issues are properly logged.
8.Provides guidance and training to customer personnel in establishing educate customer
about the product operation and maintenance procedures.
9.Update technical manual and reference guides with the recent product updates and
Developments.
10.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Handle out help desk, First level Peripherals support-troubleshooting Desktop operating system(Windows XP, Windows 7 ) & give Linux Open SUSE basic Support.

Fault Finding, Trouble Shooting, Windows Installation, Network Problems & Trouble Shooting & Assembling Hardware

1.Build new customer base to maximize sales.
2.Supervise accounts receivable in collecting balances from different companies.
3.Analyze competitor pricing proposals and sales strategies.
4.Resolves customer complaints by investigating problems, developing solutions, preparing reports, making recommendations to management.
5.Recommends changes in products, service, and policy by evaluating results and competitive developments