Meraj H.

Lead ServiceNow ITAM architecture and delivery across enterprise client portfolios, defining platform architecture, governance frameworks and transformation roadmaps for global organisations. Key highlights: • Led enterprise asset platform transformation for FactSet, migrating 100k+ assets from Oomnitza to ServiceNow. • Architected ServiceNow HAM/SAM platforms across financial services, defence and government organisations. • Lead and mentor 10+ ServiceNow developers across UK and India, establishing architecture standards and delivery governance. • Delivered ITAM health assessments and platform remediation programmes aligning enterprise clients, including Mott MacDonald, to ServiceNow best practices. • Generated £1M+ annual presales revenue through ServiceNow architecture proposals and solution design. • Designed enterprise ITAM architectures integrating SCCM, Intune and ServiceNow Discovery to automate asset lifecycle management.

Delivered ServiceNow ITAM and CMDB transformation programmes across government and national infrastructure organisations. Key highlights: • Designed and implemented IT Asset Management and Service Configuration Management strategy for National Highways using ServiceNow aligned to ITIL frameworks. • Integrated ServiceNow with SCCM, Intune, Meraki and SNOW, improving asset visibility and data accuracy across the national estate. • Implemented ServiceNow HAM governance across 60k+ enterprise devices, improving lifecycle management and compliance. • Designed and implemented a ServiceNow certificate management platform integrated with Sectigo, replacing manual spreadsheet tracking. • Delivered ServiceNow automation improving asset governance and operational efficiency across national infrastructure environments. • Implemented ServiceNow Discovery to monitor internal certificates and automate renewal alerts. • Delivered ServiceNow training to 50+ personnel and produced 100+ knowledge articles, improving platform adoption. • Supported ServiceNow platform governance across secure defence environments including Leonardo, covering upgrades, cloning and domain separation.

• Led and delivered 20+ client tenders achieving a 100% contract renewal rate and generating £6M in additional revenue. • Delivered Windows 10 migration for Onward Homes across 600 devices using SCCM, coordinating deployment, testing and Veeam backup operations. • Delivered application packaging and deployment for 150+ applications for Greater Manchester Police as part of Windows 10 migration programmes. • Supported ServiceNow platform delivery for defence organisation Leonardo, including upgrades, cloning and domain separation.

In my previous role, I served as a second and third-line IT support professional at multiple university sites in Merseyside and London, managing: • Implementing and maintaining a customer-centric IT support framework, ensuring seamless service delivery. • 10,000 staff and 4,000 postgraduate PCs. • 4+ teaching centres with over 2,000 PC’s. • Relationships with external suppliers for timely IT and AV equipment procurement and maintenance in compliance with SLA agreements. As a team lead, I successfully managed cross-functional projects, including transitioning from MWS7 to MWS10. I also spearheaded a critical initiative to enhance security by implementing encryption measures for all university laptop devices. I reported directly to the operational manager. Key Skills and Achievements: • Proficiency in desktop hardware, software, operating systems, and networking. • Expertise in configuring, deploying, maintaining, troubleshooting, and supporting computer workstations, laptops, mobile phones, and telecommunications equipment. • Proven ability to diagnose and resolve unique software and operating system issues. • Experience in managing hardware and software inventory, including purchasing and licensing. • Skilled in the ICT tendering process, encompassing benchmarking, and evaluating prospective models. • Proficient in schedule and project management, ensuring successful initiative completion on time and within budget. • Successfully completed a 6-month secondment position focused on application packaging, packaging over 100 new and updated application versions.

As a dedicated IT professional, I provided first and second-line IT support for a large organisation with 40,000+ students and 10,000+ staff. Initially brought in as a temporary replacement, my contract was extended due to consistent performance. I served as the primary point of contact for IT support, handling technical issues in public clusters. Responsibilities included user account management, hardware support, OS troubleshooting, and more. I actively contributed to service improvement projects, showcasing my commitment to enhancing the IT environment. Key responsibilities and skills: • Efficiently monitoring and configuring user accounts through Web Jetadmin and SafeCom printing systems. • Collaborating with HP warranty centres and DTP for hardware support, ensuring timely issue resolution. • Providing expert Windows 7/8 configuration and troubleshooting services. • Effectively resolving Mac OS-related issues. • Managing configuration and troubleshooting for Office 2007, 2010, and 2013. • Facilitating image installation via PXE boot using SCCM. • Administering Active Directory, handling group policies, and managing user accounts. • Supporting Exchange 2010 for seamless email communication. • Demonstrating proficiency in setting up and troubleshooting various mobile devices. My ability to quickly adapt to new challenges and technologies allowed me to excel in this role, ultimately leading to the extension of my contract. I take pride in my track record of providing high-quality technical support while actively contributing to the continuous improvement of IT services.

In my previous role, I held various positions within the university IT department, contributing to different departments and gaining diverse experiences: Campus Support: I provided comprehensive campus support for classroom technology systems, including interactive whiteboards, professional AV systems, and desktop computers (both Windows and Mac). This involved managing various IT systems, telephony, mobile devices, and network-controlled print systems. My role allowed me to develop a high level of support for staff and students while utilising industry-standard tools. Service Desk: Within the Service Desk team, I served as the first point of contact for staff and students, handling calls and service requests. This role improved my communication skills and expanded my knowledge across corporate IT services and systems. Infrastructure – Campus Technology and the Operations Team: In the Infrastructure department, I actively participated in the day-to-day operations of data centres, ensuring their safety, security, and reliability. This included managing system backup processes and supporting the University IP network, Unified Communications, and related services. Additionally, I played a role in developing, delivering, and supporting server, storage, database, web, and application provisioning services. These experiences enhanced my understanding of service upgrades, replacements, and documentation maintenance. This multifaceted role allowed me to gain valuable insights into various aspects of IT operations, develop a wide range of technical skills, and collaborate effectively with cross-functional teams.