Muhammad Imran

Team Leader Desktop Support
Saudi Arabia

Professional Overview

Muhammad Imran is an experienced IT professional currently serving as the Team Leader for Desktop Support at SNB Capital in Saudi Arabia. With a strong background in technical sales and customer-facing roles, he has developed expertise in desktop support, hardware troubleshooting, and end-user IT service delivery.

Experience Summary

Current Role

As the Team Leader Desktop Support at SNB Capital, Muhammad oversees a team of 8 desktop support technicians responsible for maintaining and troubleshooting desktop computers, printers, and other end-user IT equipment for the organization's 500+ employees. In this role, he directs the team's workflow, prioritizes support requests, and ensures high customer satisfaction through efficient issue resolution. Under his leadership, the desktop support team has achieved a 95% first-call resolution rate, reducing system downtime and improving overall productivity.

Career Progression

Prior to his current position, Muhammad served as a Technical Sales Manager at HK Shah, an IT solutions provider in Pakistan. In this role, he was responsible for managing client relationships, understanding their technology requirements, and proposing tailored IT solutions. Through his strong consultative skills and technical expertise, he consistently exceeded sales targets and successfully implemented various hardware and software projects.

Academic Background

Muhammad holds a Bachelor of Science degree in Computer Science from the University of Karachi, where he graduated with distinction.

Areas of Expertise

• Desktop hardware and software support

• IT service delivery and customer service

• Team leadership and workflow management

• Technical sales and client relationship management

• Hardware troubleshooting and maintenance

Professional Impact

During his tenure at SNB Capital, Muhammad has played a pivotal role in streamlining the desktop support operations, implementing proactive maintenance strategies, and fostering a culture of continuous improvement. By leveraging his technical expertise and leadership skills, he has successfully reduced the average ticket resolution time by 25% and increased end-user satisfaction by 30%.

Conclusion

With over 15 years of experience in the IT industry, Muhammad Imran has demonstrated a proven track record of delivering exceptional desktop support services and leading high-performing teams. His combination of technical expertise, customer focus, and strong management capabilities make him a valuable asset to any organization seeking to optimize its end-user IT infrastructure and enhance overall productivity.