Haroon Shaikh

Team Lead, IT Service Desk

• Job Details:Lead and manage global IT infrastructure and service desk operations, including IT asset management, while directly supervising and mentoring a team of 20+ global and regional IT professionals. Conduct performance reviews, evaluate team competencies, identify skill gaps, and develop training plans to build high-performing support teams. Design and implement company-wide IT policies, procedures, KPIs, and RCA frameworks to improve service delivery, operational efficiency, and IT strategy alignment with business objectives.

IT Support Engineer

• Job Details:Delivered internal IT support to British Telecom, Openreach, and EE employees, handling system and application issues across local and remote sites. Administered Active Directory, including user account creation, access control, password resets, and account enable/disable functions.

CSR- Technical Support

• Job Details:Delivered L1 and L2 technical support services to domestic and international clients through calls, emails, chat, and remote diagnostic tools. Handled incident tickets related to OS issues, application errors, mail routing problems, server downtime, backup storage, and general end-user concerns.