HAFIZ MUHAMMAD JUNAID ALI

Experienced IT professional managing IT and OT operations across Manufacturing & Quality (M&Q) and Commercial environments, delivering operational excellence, regulatory compliance, and digital transformation. Skilled in ITSM, ITIL frameworks, ServiceNow (SNOW), OT CMDB, EUC, LCM, GxP/GMP compliance, CSV analysis, Veeva documentation, and enterprise IT operations.

Key Responsibilities & Achievements:

• Lead ITSM initiatives and implement ITIL best practices, leveraging ServiceNow (SNOW) to optimize workflows, incident, and change management.
• Oversee OT CMDB and GxP systems, ensuring accurate configuration, compliance, and operational continuity for OT systems.
• Manage End-User Computing (EUC) and Life Cycle Management (LCM) of IT assets, including hardware and software lifecycle planning.
• Managed vendor relationships to ensure service delivery aligned with organizational goals and enhanced operational performance.
• Managed network infrastructure, including network gear, hardware, and firmware upgrades, ensuring high availability and performance.
• Developed and executed disaster recovery plans (DRP/BCP) to ensure business continuity and minimize downtime during critical incidents.
• Led the implementation of system enhancements, streamlining processes and improving operational efficiency across multiple IT platforms.
• Collaborated with cross-functional teams to design and optimize IT infrastructure, resulting in improved system performance and reliability.
• Conducted regular audits of IT systems, identifying vulnerabilities and implementing security measures to safeguard sensitive data.
• Conducted CSV analysis and maintained Veeva documentation for M&Q operations, ensuring regulatory compliance.
• Provided IT support for CMS portals, commerce cloud solutions, and global applications, including deployment, validation, and release management.
• Owned the complete lifecycle of local applications, from development/vendor management to validation, break-fix, and release oversight.
• Developed comprehensive IT documentation, ensuring clarity and consistency in operations across the organization.
• Strengthened communication skills through cross-functional interactions; maintained attention to detail while completing assignments.
• Fostered a high-performing, collaborative IT culture that promotes inclusion, diversity, and teamwork, while championing Elanco’s values: Respect, Integrity, and Excellence.
• Promote innovation, problem-solving, and continuous improvement across all IT and OT initiatives.

Core Skills:
ITSM | ITIL | ServiceNow (SNOW) | OT CMDB | EUC Management | LCM | Vendor Management | Network Infrastructure | Hardware & Firmware Upgrades | DRP & BCP | GMP/GxP Compliance | CSV & Veeva | CMS & Commerce Cloud | IT Asset Management | Digital Transformation | Process Improvement | Team Leadership | Communication | Inclusion & Diversity | IT Security

Provided comprehensive desk-side and remote IT support to Elanco M&Q business users and commercial teams, ensuring high system availability, user satisfaction, and alignment with IT standards.

Key Responsibilities & Achievements:

• Delivered desk-side services for M&Q users and remote assistance for commercial users via phone and MS Teams.
• Diagnosed, troubleshot, and resolved hardware and software issues, ensuring minimal downtime and business disruption.
• Managed Installs, Moves, Adds, and Changes (IMAC) to optimize IT resources and system performance.
• Ensured optimal utilization of hardware/software while maintaining strict system security and compliance standards.
• Maintained and managed device inventory, including deployment, upgrades, and retirement processes.
• Consulted with IT Manager, APAC leadership, and cross-functional teams to align IT services with business objectives.
• Trained end-users on hardware/software updates, improving adoption and productivity.
• Managed and resolved ServiceNow (SNOW) tickets to meet Service Level Agreements (SLA).
• Performed OS installations, Intune synchronization, domain joins, BitLocker encryption, and SCCM deployments.
• Executed onboarding and offboarding processes, ensuring smooth integration and exit for employees.
• Coordinated with vendors to maintain and deploy network infrastructure, ensuring system reliability.
• Provided onsite support (“Warm-hands and feet”) and Smart-hand support for SBC, EUC, and network services.
• Enhanced system functionality and user productivity through technical support for hardware/software issues.
• Streamlined support operations via ticketing system management, improving response times and user satisfaction.
• Conducted end-user training sessions on software applications, increasing team proficiency and efficiency.
• Collaborated with cross-functional teams to implement IT solutions, driving project deliverables and business objectives.

Provided comprehensive End-User Support (EUS) for nearly 400 users at ABB/Hitachi Energy Korea, ensuring seamless IT operations across business applications and infrastructure.

Wipro-ABB Midland project.

Key Responsibilities & Achievements:

• Managed desk-side services and resolved ServiceNow (SNOW) tickets, ensuring SLA compliance and high user satisfaction.
• Executed IMAC (Installs, Moves, Adds, Changes) and Break/Fix operations for hardware and software systems.
• Prepared and configured computers, including AD, domain join, SCCM, OS installation, and deployment of business applications (MS Office, SAP, Lotus Notes).
• Provided Level-2 onsite support, troubleshooting desktops, software, EUC, hosting, and network services (“Smart-hand support”).
• Maintained backup media, stock room, IT assets, consumables, and corporate hardware, including warranties, licenses, and disposal.
• Participated in IT procurement, coordinating with vendors for timely delivery of resources and services.
• Administered server room operations and oversaw IT infrastructure, ensuring reliability and availability.
• Developed user training materials and conducted workshops, enhancing proficiency and reducing support requests.
• Led initiatives to streamline support processes, improving response times and operational efficiency.
• Collaborated with cross-functional teams to implement system upgrades, contributing to enhanced performance and productivity.
• Acted as a liaison between stakeholders, ensuring smooth IT service delivery and alignment with business objectives.

Provided on-site IT and network support, installations, and troubleshooting for enterprise clients, ensuring high availability and operational efficiency.

Key Responsibilities & Achievements:

• Implemented managed services for major clients including AMD, Unilever, Hospira, Diageo, Syngenta, Kuoni, Burberry, NXP, LEO Pharma, and Johnson & Johnson.
• Performed installations, maintenance, and troubleshooting for network gear, including CISCO, DELL, and HP, ensuring optimal performance and reliability.
• Installed IT equipment and replaced hardware components such as IP Phones and People Counters, maintaining smooth operational continuity.
• Delivered desktop, OS, software, and network support on-site, resolving technical issues promptly to minimize downtime.
• Managed Data Center relocation and decommissioning, coordinating with vendors for seamless transitions and risk mitigation.
• Conducted hardware upgrades, maintained inventory of consumer parts, and handled backup media rotation for data integrity.
• Led field operations, ensuring successful execution of engineering projects while complying with safety and organizational standards.
• Developed and implemented process improvements, enhancing operational efficiency and reducing project completion times.
• Collaborated with cross-functional teams to troubleshoot complex technical issues, minimizing downtime and increasing productivity.

Supported customer requirements and sales operations by providing technical expertise and ensuring alignment between products and engineering designs.

Key Responsibilities & Achievements:

• Suggested and configured products to align with engineering designs, meeting client specifications and requirements.
• Conducted sales forecasting, customer updates, and field surveys to support business growth.
• Monitored supply chain operations, coordinating between consultants, suppliers, and customers to ensure timely delivery.
• Collaborated with management and sales teams to promote customer programs, adapting services to meet increasing demand.
• Enhanced customer satisfaction by providing technical guidance and ensuring smooth execution of sales and delivery processes.

Managed equipment integration and project execution for a leading construction company, ensuring operational efficiency and alignment with project requirements.

Key Responsibilities & Achievements:

• Created scheduled plans for equipment integration, ensuring seamless alignment with existing designs.
• Identified and resolved implementation flaws in current designs, improving project efficiency and reliability.
• Fostered coordination with project stakeholders to streamline operations and ensure timely communication.
• Performed administrative tasks to support project management and reporting requirements.
• Maintained heavy machinery in line with project specifications and operational standards.
• Developed protocols for transportation, procurement, supply chain, and costing, ensuring timely execution of work.
• Operated PMB plant, facilitating chemical reactions of Elvaloy and Phosphoric Acid with Bitumen for construction processes.