IT Operations Leader, TechMahindra, Dubai, UAE, Sep 2014 to till date

Project: Majid AlFuttaim GCC, Lebanon & Egypt

Key Responsibilities:

 Manage End user support Team

o Manage the day-to-day operations of 14 support engineers across GCC locations, Egypt and Lebanon.
o Taking ownership of escalated tickets by following up with other teams or Managers within the IT department, ensure it is resolved, and timely update the customers.
o Connect with other departments & VIP users to identify their needs, concerns, and direction of the business
o Supporting the deployment of infrastructure hardware, business applications & events.
o Providing proactive client interaction and support, including onboarding and off boarding of staff, resolution of issues and incidents, training, and user guides
o Manages service delivery performance through SLAs and key performance metrics as agreed with the customer
o Review the pending Tickets and track until the closure.
o Ensure the successful daily operations support to all BAU deployed systems and applications.
o Ensure the VIP user’s requests are taken care timely and closed on priority.
o Perform regular incident analysis and take appropriate action to fix the repeated issues.
o Provide Technical guidance to the team whenever required for a faster resolution.
o Consistently review, validate and action the service report for the devices part AMC

 IT Procurement & Asset Management
o Managing and tracking IT hardware assets, software, and their maintenance life cycle from procurement to retirement
o Work with Stakeholders to allocate budget for IT assets
o Update policies and process for effective asset life cycle management (acquisition, deployment, utilization, de-installation, reallocation, decommission and disposal) of IT assets.
o Ensure end user IT assets for onboarding and adhoc requests handled ontime.
o Provide replacement and temporary assets & accessories for break fix cases
o Manage & Maintain the software licenses and media procured for End users
o Reconcile the usage of software and renew before expiration.
o Ensure that all end user IT assets warranty details are maintained for the assets.
o Work closely with IT Risk and Compliance & finance teams to support audit processes
o Conduct regular meeting with vendor to review the contracts and reports.
o Manage the asset disposal for the assets which are retired as per the organisation policy

 Reporting:

o BI-Weekly and Monthly status review of Incident , Service request and problem tickets
o Prepare dashboard for Monthly status review with the detailed information of onboarding, Offboarding, Replacement, Software usage, Instock status & unused assets
o Detailed review of VIP tickets logged, pending and closed
o Provide monthly report on the consumption of hardware and software to IT finance
o Warranty analysis report for the expiring assets
o Prepare Software usage report & software maintenance report

 Achievements:

o Created 12000+ plus asset database
o Migrated over all 2000 plus systems to Windows 10 across GCC Countries
o Successfully Implemented Service now for End User Support & Asset Management module
o 7 Communities & Mall across and 3 site offices across GCC, Egypt & Lebanon
o Completed the Asset tagging project for 25 locations across GCC, Lebanon & Egypt countries
o Received PAT on BACK and Bravo awards

Operations Team leader, Wipro Ltd, Dubai, UAE, Sep 2010 to Aug 2014

Project: Noor Investment Group (Noor Islamic Bank and Noor Takaful)

Key Responsibility:

 Manage Service desk:

o Performance management of resources and ensuring the TATs are managed
o Manage the shift roaster & defined strategy for 24X7 supports without adding resources.
o Managing the SLA by continual monitoring and reporting to respective stakeholders
o Periodical training and awareness sessions based on changes in technology, new application roll-out, major upgrades in business applications, emergency change /incident coordination.
o Ensuring the consistency in reporting and optimizing the reports.
o Ticket management tool (eHelpline) enhancements and supports.
o Track ad-hoc changes, major migrations and reparative calls closely by creating a case-based monitoring for analysis.

 Manage End user support

o Zone based support arrangement by resource optimization without violating SLA.
o Ticket management which includes appropriate allocation and track till closure
o Effective Ad-hoc requests management which arises almost every second day.
o Key user / VIP user management and ensuring their satisfaction level
o Vendor coordination for installation of assets, preventive maintenance and support calls.
o Periodical branch visit to ensure that the services are up to the mark. During the visit ensuring to meet the branch heads, understand the local challenges.
o Application roll-out and change management from end-user perspective.

 Asset Management:

o Manage end-to-end process for Hardware and software asset and configuration Management.
o Maintain procurement information of all the IT assets.
o Allocation of IT asset for new joiners and ensure required assets and accessories are released on time
o Auditing, validating, and reconciling software licenses against the installed asset base
o Validate the requests for replacements and arrange new assets as per the IT policy and standards.
o Logs a complaint with vendor for asset breakdown instance and ensure it is resolved within SLA
o Maintain the AMC contracts for the hardware and renew it
o Maintain the stock room and keep the sufficient stock for the business users and IT requirements
o Dispose the IT assets as per the policy and procedure

 BCM coordination

o Understand the business requirement to meet the BCP and provide adequate technology infrastructure setup.
o Ensuring the periodical tests are conducted successfully. Manage the frequent changes in user profile, software changes, hardware changes, make shift arrangements are managed successfully.
o Participate in DR drill and support the end user, desktop level changes.

 Project management

o Participate in designing the complete technology infrastructure for any new branch and modification in existing locations
o Smooth transition of users and related technology infrastructure to the new site.
o Complete testing the setup before hand over and provide adequate support post go-alive
o Adhoc based user movements are handle appropriately with user satisfaction.
o Any new technology infrastructure deployments, upgrades and modifications.

 Reporting

o Conducting periodical satisfaction survey, understand pulse of the user and align the SD
o PAC – Process Adherence check in three core area, IM, SR and CM. The results will be tabled in monthly meeting internally as well with customer.
o Dashboard on new branch, upgrades and user movements quarterly basis to the program manager

 Achievements

o System Refreshment Project-Replacement of 2000 systems
o Hardware Upgrade- Upgradation of RAM on Desktop & Laptops
o QMS – Implementation of Queue Management Server
o MacAfee Endpoint-Implementation of MCAFEE EPO on all Laptops
o Big Fix & SCCM roll-out
o Participated 3 BCP ensured 0 complaint
o 5 new branch 4000 user location, 200+ upgrades

Senior IT Support Engineer, Wipro Ltd, Dubai, UAE, Jul 2008 – Aug 2010

Project: RTA (Roads & Transport Authority)

 Service Desk

o Involved in creation, deletion & modification of NT Accounts/ home folders on Active Directory and Client specific platforms.
o Prepare distribution list in exchange, manage member and ensure various types of accessibility to file server folders for users.
o Function as the first point of contact for resolution of application related issues.
o Monitor/ escalate incidents/ requests logged in the Service Management Tool to ensure prompt resolution.
o Responsible to ensure the adherence of response time and resolution time as defined in the SLA
o Generate MIS report, Dashboard report, Pending calls report etc...
o Review the pending calls and drive to closure
o Ensure documentation & closure of issues in the problem tracking system.

 End User Support

o Involved in installation, configuration and upgrading of operating systems & software using standard business and administrative packages.
o Coordinate with vendors pertaining to installation & troubleshooting of computer, laptops, printers, scanners and other peripherals.
o Manage SEPM server and push the AV updates to the client systems and ensure all the clients are up to date.
o Administering MCAFEE EPO server and deploying packages to clients.
o Involved in configuration & trouble shooting of Mail Client issues in handheld devices like Blackberry, Nokia phones, I-Phones etc, installation & configuration of VPN, Wireless Networks in laptops.
o Conduct Ghosting during operating system failure and create new Ghost file.
o Ensure installing & testing of security patches prior to deployment.
o Monitor and administer voice recording server, Queue Management server, UPS.
o Ensure VIP’s get immediate support and handle their requirements without any escalations.
o Manage asset database & various other forms of repository updates including maintenance support and control of asset inventory and vendors.
o Conduct audit of IT assets and up date information in the IT Asset database.
o Ensure compliance to delivery schedules and other SLA parameters aimed at maximizing client satisfaction.
o Technology used - Windows XP, 7, 2003 server, 2010 Server, Remedy, Ehelpline.

Senior Technical Support Engineer, Sutherland Global Services, Chennai, India, Jul 2005 – Jun 2008

Project: Microsoft

o Involved in resolution of software/ hardware issues including repair, upgrade and configuration of systems based on calls received at helpdesk over phone/ remote assistance.
o Ensured compliance to SLA parameters in resolution of user issues and updated IMS with Solution details.
o Rendered helpdesk support for field technicians & customers on computer related issues.
o Conducted installation & configuration of operating systems including hardware drivers including troubleshooting & installation of latest software patches from Microsoft.
o Involved in installation/ upgrade & troubleshooting of Microsoft Internet explorer, installation/ configuration and troubleshooting of antivirus software. Troubleshot OS related issues.
o Assisted users on installation of printers, scanners, digital camera software, configuration and troubleshooting of local area network.
o Conducted training sessions & assessment for new team members and ensured end to end knowledge transfer based on floor requirements.
o Updated floor on client expectations & deliverables and shared best practices with team members.

Academics

• Bachelor of Electronics Science, University of Madras, 2005

Certifications

• Microsoft Certified System Administrator (MCSA 2003) (2007-2009)
• Microsoft Certified Technology Specialist –Windows Vista (2007)
• ITIL V3 Foundation Certified
• PROZM® Certified IT Software Asset Manager

Personal Details

• Date of Birth: 23rd November 1984
• Languages Known: English, Tamil,
• Nationality: Indian
• Reference Available on Request