Nawaz Ahmed Jabeen


Work History

Work History
Feb 2011 - Present

IT Operations Associate Manager

Facebook (Accenture)

To manage the service delivery for Facebook's offices in London and Europe. Lead a team of support engineers globally to support Facebook IT for :End user IT for Facebook employees, contractors and vendors. Vendor management.Telecom expenses management. Event management and support.Printer management. Service desk and Helpdesk for Level 1 and Level 2 issues on various platforms - Apple, Windows , Linux, Android, etc. Procurement and Asset management. IT logistics and Deployment. AV / VC Operations and support. Training and new hire orientations. New technology implementations & support.

Won numerous appreciations from the client at all levels.

Oct 2006 - Jan 2011

IT Operations Team Lead


Worked for various clients including Bestbuy, Shell, Bell Canada, etc. Responsibilities Ensuring that the various supervisory tasks are completed in time. Generating and validating various reports. Maintaining the SLA.Mentoring agents by helping them in learning new techniques and act as a decision maker on the solution approach to handle unusual problems.Solving technical escalations, mentoring agents by helping them in learning new techniques and act as a decision maker on the solution approach for machines having unusual problems.Manage turn time and queue volumes across agents.Ensuring the targets to be met on a daily basis. Quality Assurance of the team - Analyze data and provide feedback and help for improvement. Research delivery - provide feedback on improving the repair processes and techniques. Continuous update of knowledge base repository (fixes, hints, etc.)one-on-One coaching/mentoring of under performing agents in shift.Making sure that the technical updates are passed on to the Units on a regular basis.

Oct 2005 - Sep 2006

Technical Support Subject Matter Expert


Currently training everyone on the most important aspects which are affecting the team metrics. Convert the existing training materials into e-learning based trainings. To add voice & text to the current trainings in video only. Create the Knowledge transfer documents for all the roles in the project. Train the New Hires on the processes and tools. Train the existing agents in new roles and skills. Manage the entire training needs across the 3 delivery centers-Bangalore, Delhi & Manila. Identify the training gaps and address them suitably.

Nov 2003 - Sep 2005

Technical Support Associate


Manage Client Accounts from USA, CANADA, AUSTRALIA, NEW ZEALAND & UK for Troubleshooting technical issues, Providing Customer Support & up sell Consumables & Warranty , with regard to Dell printers.

Train the New hires & monitor their performance.

Training to be conducted for Voice & Accent as well as Processes and tools. Create the training materials and update it regularly. Develop new mechanisms for improvement of the process.

Completely manage the team of new hires till they achieve the target metrics.







IT Service management

IT Service management & Delivery. Infrastructure support.

Apple OS X

Apple technologies including Mavericks, iOS & Xcode. Casper, Chef, Munki, etc.

Microsoft Windows

Microsoft Windows, Mobile & Server. SCCM.

VMware Fusion

VMware Fusion & Vsphere

Cisco Unified CM

Cisco Unified CM & Unity. VOIP.

Mobile Device Management

Mobile Iron


Jan 2011 - Present


Jan 2009 - Present


Jan 2011 - Present

MS-MCITP Enterprise Admin

Jan 2012 - Present

Apple Certified Macintosh Technician

Jan 2012 - Present

MS-MCTS Windows 8 Config

Jan 2011 - Present

MS-MCITP IT Professional

Jan 2008 - Jan 2009

ITIL v2 Foundation