Farhan K

Support Experience Manager

Xper2Go Pvt • Full time

Dec 2025 - Sep 2026 • 9 mos

Lead daily IT operations within an MSP environment supporting multiple client infrastructures. Manage technical support engineers, helpdesk operations, and escalation handling. Ensure SLA and KPI compliance while improving service delivery performance. Oversee Microsoft 365, Azure, Windows Server, virtualization, networking, and cloud environments. Monitor and optimize operational workflows using ITIL-based service management practices. Conduct client service reviews and maintain high customer satisfaction levels. Manage ticketing and operational reporting through Autotask PSA platform. Coordinate infrastructure maintenance, incident response, and system availability. Prepare operational dashboards, performance reports, and service metrics for management review

IT Infrastructure Specialist

gulfHR • Full time

Aug 2020 - Jun 2025 • 4 yrs 10 mos

gulfHR is a UAE Based leading business HR Payroll solution provider software house Managing the company’s Cloud, network and communications infrastructure including coordination between its offices in the UAE and Karachi with its clients Working with the management team to execute the company’s operational & strategic plans Managing team members and coordinating with other internal groups, as well as vendors and clients, both domestic and international Managing network security, backups, patches and performance monitoring including capacity and bandwidth, and site-to-site and client VPN management Log management, topology creation/backup configuration; mailbox management, log shipping, mail quota and backup management Monitoring performance and resources, system services, building new servers, installing patches, software applications and services Managing Virtual environment including creating and deploying new VMs, managing host resources and performance Managing data including taking archives and backups, managing jobs/scripts, and resolving any data integrity issues Managing roles, user access, anti-viruses, software licensing controls, securing of network access points and deploying SSL certificates for websites/portals Securing the infrastructure against cyber-attacks including threat detection and prevention, intrusion prevention, malware attacks, hacking and other contemporary cyber-threats Implementation and plan for DR in the event of damage Managing company inventory and asset management Managing software assets issuance and licensing under Microsoft 365 Subscriptions Systems Management including setting up new environments for various groups Implementing new hosted environments and requisite services Led the company’s alignment with ISO/IEC 270012022 standards by implementing security controls, documentation, and risk management processes to support certification readiness

Systems Engineer

BizSoft • Full time

Jan 2012 - Dec 2020 • 8 yrs 11 mos

e-Bizsoft is a US Based leading business software solution provider software house Administer and manage parent child domain between the USA, Karachi and Lahore offices Perform regular project communication with the client liaison and management Coordinate projects, tasks, and initiatives Provide network architect work-plans, evaluation of multiple design alternatives, and testing Select and recommend for enterprise’s server hardware, operating system, and job control Work on establishing processes to monitor existing systems for performance problems Research and Deployment Provide Solutions to Developers and Customer