Ibrahim Khalil
Manager, IT & Infrastructure at Castrol - Wakefield Canada Inc- Claim this Profile
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English Full professional proficiency
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Urdu Native or bilingual proficiency
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Punjabi Limited working proficiency
Topline Score
Bio
Credentials
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PMP Training
PMI-OC Project Management Institute Orange County ChapterDec, 2015- Nov, 2024 -
Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
CiscoDec, 2017- Nov, 2024 -
Cisco Certified Network Professional Routing and Switching (CCNP Routing and Switching)
CiscoMar, 2018- Nov, 2024
Experience
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Castrol - Wakefield Canada Inc
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Canada
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Automotive
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100 - 200 Employee
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Manager, IT & Infrastructure
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Nov 2021 - Present
• Managed operations and support of all IT systems, business applications and services, IT and network infrastructure and end user technological products • Managed a team of helpdesk administrators servicing around 200 end users at multiple sites and ensured smooth helpdesk operations, servicing tickets within internal SLA. • Successfully led $0.5 million project to upgrade on-premise Data Center to modern standards and migration of virtual servers to new server infrastructure with minimal downtime. • Successfully completed the project worth of $0.2 million, configuring and installing Cisco Meraki switches to replace older switches for all sites and saved around $40K• Prepared network design and performed capacity planning to upgrade internet bandwidth at all locations and S2S tunnels between all sites in addition to MPLS connectivity ensuring redundancy and failover. • Assisted with the analysis, design, installation, and maintenance of network systems including utilization and performance monitoring and executed corrective and enhancing continuous improvement actions. • Successfully led $0.25 million hardware refresh project to upgrade end user devices and shared stations. • Successfully guided the telephony migration project from legacy Mitel system to Teams telephony along with the implementation of contact center environment. • Established full operational monitoring and reporting, with hand-off as appropriate to support teams• Managed day-to-day vendor relationships; Accurate tracking of vendor activities: track payments to vendors monthly; Provided support for successful negotiation of contract renewals with vendors in portfolio; Tracked license agreements and license usage for vendors and applications in portfolio• Managed and monitored backed up servers on-prem and azure cloud• Managed security solutions, including firewall, Microsoft security defender and azure alerting
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Network Administrator
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Jul 2020 - Nov 2021
• Successfully revamped network design to upgrade network infrastructure and on-prem data center to modern standards and performed capacity planning to address future needs. • Established and optimized dashboard on Meraki, Fortigate and Azure Monitoring portals to actively monitoring the alerts, health and performance of network devices i.e., switches, firewalls, wireless access points, site-to-site connections, UPS systems and various application services. • Provided up to level 2, and above, support for organization’s network, security or voice issue in line with defined SLA’s. Escalated unresolved critical/high priority incidents to consultants or external support with detailed supporting documentation to get an early resolution. • Designed and implemented network, security and voice infrastructure to facilitate the business requirements in alignment with ever growing organizational needs and requirements• Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to network and communications infrastructure• Practiced network asset management, including maintenance of network component inventory and related documentation and technical specifications information• Administered and maintain end user accounts, permissions, and access rights• Developed, implemented and maintained policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery• Maintained up-to-date technical documentation for supported services and organization’s network i.e. Network topology/diagrams, server infrastructure and backup/restore. • Interacted and negotiated with vendors and contractors to procure network products and services• Performed quarterly server and security audits • Monitored and tested network performance and generated network performance statistics and reports• Recommended, scheduled, and performed network improvements, upgrades and repairs.
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IT/Network Support Specialist
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Aug 2018 - Jul 2020
• Successfully supervised IT/Network infrastructure migration project while moving to new office, ensuring internet/telephony and all application services up and running with zero impact on business and operations • Successfully migrated Cisco VoIP environment from physical phones to Cisco Jabber softphones for Customer Service Dept. to take customer service calls while working from home amid COVID-19 • Experience with configuration and deployment of servers using VMWare vSphere Client, ensuring server backups using Rubrik client and performing quarterly/yearly maintenance on all hosted servers • Deployed and configured broad range of networking equipment including Cisco Meraki switches, routers, firewalls, wireless APs and smart networking devices. • Maintained healthy network, including utilizing, monitoring and analyzing network performance across the organization’s LANs, WANs, SDWAN, MPLS, VPN, and wireless deployments across all sites • Performed network monitoring for critical network devices/services using PRTG tool and respond to alerts • Managed and provided support for Cisco voice environments (CUCM / Unity / UCCX/ Finesse) and assisted CS department setting up dynamic reporting to analyze performance metrics and KPI’s • Performed procurement, installation and configuration of various IT, security and mobility devices to successfully setup the brand-new retail store within tight deadlines• Enabled Multi-Factor Authentication on multiple application services i.e. Office 365, Remote Desktop Servers etc. for all users to ensure multi-layered security• Defined, implemented, maintained and enforced security policies, standards and procedures and monitoring, investigating and reporting any security violations • Maintained up-to-date technical documentation for supported services and organization’s network i.e. Network topology/diagrams, server infrastructure and backup/restore.
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IT Help Desk Support
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Jan 2018 - Aug 2018
• Provided Tier 1& 2 technical support to onsite and remote employees across Canada• Received, prioritized and resolved end user incidents in accordance to IT Service Desk SLA’s• Configured, deployed and provided support for Windows 10 OS, Azure AD, desktop/laptops, printers, VoIP phones, cell phones, video conferencing, multimedia and UPS systems • Provided extended end-user support to local and remote users for Microsoft Navision, Office 365, Concur, Tableau and various organization websites in line with support policies. • Project coordination with various global IT Teams to complete projects having global significance• Identified security threats, responded to security incidents and provide timely resolutions• Asset management of all equipment and software licenses through ServiceDesk• Followed strict change control mechanism for changes affecting the infrastructure and application services • Defined, implemented, maintained and enforced security policies, standards and procedures and monitoring, investigating and reporting any security violations • Leads/Assists with technology procurement process. Writing and evaluating RFQ, RFP and RFI for technology solutions that align with business needs and effectively interact/negotiate with vendors, suppliers and OEMs to perform procurement in timely and professional manner • Performed audits and upgrades, created yearly IT Budgets • Training end-users to best security practices
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Teleperformance
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Technical Support Representative- Samsung Mobility
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Jan 2017 - Dec 2017
• Frontline communication for customers taking customer service inquiries via softphone, entering incidents and creating service requests in SAP (ERP) system, providing technical resolutions to clients; providing remote support, expediting correction; following up to ensure resolutions. • Effectively achieved all Key performance indicators (KPI) targets which include Average Handle Time (10 mins), Number of New Tickets (30 calls/day), First Contact Resolution (90% of all calls), Transfers (9.3 %) Customer Effort Score (85%), Call monitors by Quality Team (80/100), Average Hold time (9.9%)
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Best Buy Canada
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Canada
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Retail
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700 & Above Employee
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Geek Squad Agent
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Dec 2016 - Jan 2017
• Installations and configuration of home theatre, multimedia, wireless routers, computers and small network systems at clients’ locations • Assist customers within the Precinct’s Standard Operating Platform (SOP) to resolve computer hardware and software issues. • Provide initial contact with clients/customers and check in products for service• Perform basic testing to determine product needs and service solutions • Installations and configuration of home theatre, multimedia, wireless routers, computers and small network systems at clients’ locations • Assist customers within the Precinct’s Standard Operating Platform (SOP) to resolve computer hardware and software issues. • Provide initial contact with clients/customers and check in products for service• Perform basic testing to determine product needs and service solutions
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IT Support Specialist
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Jan 2011 - May 2016
• Supported organization’s IT and Networking Infrastructure, Active Directory, security systems and end- user devices and applications• Established IT and Network infrastructure in a newly constructed site consisting of more than 250 computers, printers, plotters, digital copiers and scanners with interconnectivity to LAN and other sites • Deployed, configured and troubleshooted network switches, wireless access points and VoIP telephony system across various organization sites • Worked closely with Operations, Support and Architecture team members to implement proactive approaches to monitor and reporting on network services that maximize uptime, reliability and visibility• Managed multiple concurrent projects and ensured implementation of network services and monitoring solutions to meet ITS and business requirements• Performed application updates, security patches and configuration changes on network hardware, services and management tools• Effectively maintained, coordinated and strategically planned the scheduling and prioritization of activities externally and internally using Microsoft Office applications (e.g. Project, Excel, Word, and Power point)
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Graduate Teaching Assistant
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Sep 2013 - Jan 2014
• Acted as Liaison between professor and students for Wireless Communications course for post-graduate program in order to assist in preparing lecture slides, assignments, quizzes, research projects and other relevant course material • Acted as Liaison between professor and students for Wireless Communications course for post-graduate program in order to assist in preparing lecture slides, assignments, quizzes, research projects and other relevant course material
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Hamdard University
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Pakistan
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Higher Education
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700 & Above Employee
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Visiting Lecturer
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Mar 2013 - Jun 2013
• Taught course of Object Oriented Programming C++ at undergraduate level as well as conducted lab-work of the same course • Taught course of Object Oriented Programming C++ at undergraduate level as well as conducted lab-work of the same course
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Lab Engineer
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Feb 2010 - Jan 2011
• Delivered lectures on the lab-work of undergraduate courses prior to conducting lab work• Conducted labs of Signals & Systems, Communication Systems, Computer Networks and Electronic Circuit Analysis and Object Oriented Programming in C++• Hands-on experience supporting networking technologies i.e. LAN/WAN(PPP (including PPPoE), DHCP, DNS, SNMP, Frame Relay); (TCP/UDP/IP), Routing Protocols (RIPv2, EIGRP,OSPF and BGP) etc., File system Pathing (UNC), VPN, Windows Command Line, hardware and software applications • Used simulations tools i.e. MATLAB, NS tools, Wireshark, Opnet and Packet tracer to demonstrate lab work of above mentioned courses
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Education
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2008 - 2012
National University of Sciences and Technology (NUST)
Master’s Degree, Electrical Engineering -
2004 - 2008
International Islamic University
Bachelor’s Degree, Electronic Engineering-
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