Kamran Mukhtar
Manager IT Service Delivery @Al Abdulghani Motors
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WORK HISTORY
Manager IT Service Delivery @Al Abdulghani Motors
Doha, QA
Managed an IT Service Management and Support team supporting 1,500+ users across 50+ locations, ensuring timely and effective resolution of incidents and service requests in alignment with ITIL and ITSM best practices.• Mentored and coached team members, leading to improved response times and skill growth across the team.• Scheduled shifts and distributed workloads to maintain 24/7 IT support, reducing downtime incidents.• Acted as the primary escalation point for complex technical issues related to Microsoft 365 (Teams, Outlook, Intune, OneDrive, Copilot), hardware, and enterprise applications.• Developed and implemented service strategies, KPIs, and SLAs. Improved resolution times by 35% using FreshDesk workflows.• Designed and implemented SSO, MFA, and Intune security controls to strengthen cloud security.• Worked with vendors and leadership to drive cloud-based learning management (Learn365) and DocuSign integrations, improving employee efficiency.• Evaluated and implemented IT policies and procedures, ensuring adherence to governance and continuous alignment with business needs.• Managed annual IT budgeting, optimizing costs while ensuring resources meet organizational needs and priorities.• Managed vendor relationships, procurement, and annual maintenance contracts (AMCs), contributing to operational efficiency and cost savings.• Conducted internal training and developed comprehensive documentation to reduce repeat incidents and improve team knowledge.• Supported after-hours maintenance, disaster recovery testing, and system upgrades to maintain operational continuity.
EDUCATION
Virtual University of Pakistan
MIT
Corvit Systems, Islamabad
Microsoft Certified Technology Specialist
SKILLS
ABOUT KAMRAN MUKHTAR
Analytical IT professional with extensive experience in managing IT operations, supporting field teams, and managing cross-functional projects including ITSM, IAM, SSO, MFA, learning management, print management, and asset management systems, on time and within budget. Expertise in enhancing IT operations, service desk processes, and project performance through strategic planning, leadership, and technical proficiency. Skilled in building and maintaining strong relationships with stakeholders, managing budgets, ensuring data security and driving service improvements. Results-driven leader adept at managing high-performing teams, monitoring systems, generating KPI reports and focused on enhancing customer satisfaction and ensuring operational excellence.
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