Imtiyaz Hussain
Client Engagement Manager – IT Field Services
Profile summary
Dynamic and results-oriented IT professional with 10+ years of experience in IT Operations, infrastructure management, and end-user support. Adept at designing and implementing innovative technology solutions that enhance system performance, streamline processes, and align with business objectives. Recognized for delivering high-impact technical support, managing complex IT projects, and ensuring robust security and compliance measures. Highly skilled in stakeholder engagement, cross-functional collaboration, and translating business needs into scalable, efficient technical solutions. Demonstrated strengths in vendor management, SLA negotiations, and strategic IT planning. Strong communicator with a history of mentoring IT teams to drive performance improvements and operational excellence. Proven ability to manage end-to-end system migrations, optimize cloud deployments, and maintain 99.9% uptime for critical IT services.
Career highlights
Process improvements drive system efficiency: Implemented process improvements that resulted in a 30% increase in system efficiency and reduced downtime.
Mentored Junior IT Staff: Mentored junior IT staff, providing training and guidance to promote skill development and foster a collaborative team environment.
Key skills
Professional experience
• Managed complex IT projects, overseeing all phases from initiation to deployment, ensuring adherence to timelines and budgets. • Proactively identified and resolved critical technical issues, implementing preventive measures to minimize downtime. • Collaborated with senior management to develop IT strategies and roadmaps, optimizing resource allocation and technological investments. • Worked closely with cross-functional teams to translate business requirements into technical solutions, presenting findings to stakeholders. • Mentored junior IT staff, providing training and guidance to promote skill development and foster a collaborative team environment. • Ensured IT systems adhered to security protocols and compliance standards, conducting risk assessments and implementing necessary controls. • Evaluated and managed vendor relationships, negotiating contracts and ensuring service level agreements (SLAs) were met.
- Managed complex IT projects, overseeing all phases from initiation to deployment, ensuring adherence to timelines and budgets.
- Proactively identified and resolved critical technical issues, implementing preventive measures to minimize downtime.
- Collaborated with senior management to develop IT strategies and roadmaps, optimizing resource allocation and technological investments.
- Worked closely with cross-functional teams to translate business requirements into technical solutions, presenting findings to stakeholders.
- Mentored junior IT staff, providing training and guidance to promote skill development and foster a collaborative team environment.
• Acted as a key technical resource, providing expert guidance on troubleshooting complex IT issues. • Implemented process improvements that resulted in a 30% increase in system efficiency and reduced downtime. • Assisted in vendor evaluation and management, negotiating contracts to optimize costs while maintaining quality service delivery. • Conducted training sessions for IT staff on emerging technologies and best practices to enhance team capabilities.
- Acted as a key technical resource, providing expert guidance on troubleshooting complex IT issues.
- Implemented process improvements that resulted in a 30% increase in system efficiency and reduced downtime.
- Assisted in vendor evaluation and management, negotiating contracts to optimize costs while maintaining quality service delivery.
- Conducted training sessions for IT staff on emerging technologies and best practices to enhance team capabilities.
Client Engagement Manager (05/2025 – Present) • Served as the primary liaison between IT operations, leadership, and client teams, ensuring timely communication, smooth project execution, and consistent service quality. • Managed key IT initiatives including infrastructure transitions, datacenter migrations, and device upgrade programs with minimal business disruption. • Drafted and delivered clear, professional communications and user advisories, translating complex technical updates into client-friendly messages. • Coordinated cross-functional efforts for asset tracking, inventory management, and resource allocation, optimizing turnaround time and operational visibility. • Prepared and presented weekly operational and project status reports to senior IT management, highlighting progress, dependencies, and risk areas for informed decision-making. • Gathered and reviewed procurement requisitions pending approvals, liaising with requestors to validate business justifications and ensure alignment with project or user needs. • Partnered with leadership to prioritize resource allocation and forecast equipment requirements, ensuring timely provisioning and optimal utilization of IT assets. • Promoted IT best practices by developing awareness content and reinforcing responsible device usage, ensuring compliance and better user experience. • Identified process gaps and collaborated on workflow enhancements to drive efficiency, accountability, and proactive client support.
- Served as the primary liaison between IT operations, leadership, and client teams, ensuring timely communication, smooth project execution, and consistent service quality.
- Managed key IT initiatives including infrastructure transitions, datacenter migrations, and device upgrade programs with minimal business disruption.
- Drafted and delivered clear, professional communications and user advisories, translating complex technical updates into client-friendly messages.
- Coordinated cross-functional efforts for asset tracking, inventory management, and resource allocation, optimizing turnaround time and operational visibility.
- Prepared and presented weekly operational and project status reports to senior IT management, highlighting progress, dependencies, and risk areas for informed decision-making.
• Provided day-to-day support for IT systems, resolving technical issues and ensuring high levels of customer satisfaction. • Assisted in the implementation and maintenance of IT infrastructure, contributing to the smooth operation of systems and applications. • Collaborated with team members to identify areas for improvement, contributing to process optimization initiatives • Documented system configurations and procedures, maintaining up-to-date knowledge bases for team reference. • I participated in IT training programs to enhance skills and stay current with industry trends.
- Provided day-to-day support for IT systems, resolving technical issues and ensuring high levels of customer satisfaction.
- Assisted in the implementation and maintenance of IT infrastructure, contributing to the smooth operation of systems and applications.
- Collaborated with team members to identify areas for improvement, contributing to process optimization initiatives
- Documented system configurations and procedures, maintaining up-to-date knowledge bases for team reference.
- I participated in IT training programs to enhance skills and stay current with industry trends.
• Active Directory user and group management with MS Active Directory. • Deployment of windows operating system images through WDS. • Desktop Support for Windows Vista,7 and 10 along with MS Office 2007,2010,2013 and 2016 and all supporting software applications. • Board level PC and printer diagnostics/break/fix. • Manage Domain environment through remote desktop connection & remote support TeamViewer. • Mail clients configuration, backup and troubleshooting (MS Outlook and Mozilla Thunderbird). • Hardware and software inventories, site and server licensing, user access, and security. • Support Internet Explorer, Mozilla Firefox, and Google Chrome and Virtual Private Network connections. • Create email accounts on MS Exchange Server and modify, reset passwords and unlock accounts in Active Directory, track incidents and requests with Remedy. • Hardware installation and maintain desktops, laptops, printers, scanners, projectors, Cisco IP phones and many other peripherals. • Users access configurations in the Access Control System. • Configuration of Cisco IP Telephones in Cisco Unified Communications Manager. Configuration of Cisco call center agents in Cisco Unified Contact Center Express. • Create Virtual Private Network (VPN) users using Point to Point Tunneling Protocols (PPTP) in Sophos Firewall.
- Active Directory user and group management with MS Active Directory.
- Deployment of windows operating system images through WDS.
- Desktop Support for Windows Vista,7 and 10 along with MS Office 2007,2010,2013 and 2016 and all supporting software applications.
- Board level PC and printer diagnostics/break/fix.
- Manage Domain environment through remote desktop connection & remote support TeamViewer.