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Summary
Professional with around 11+ years of experience in IT service delivery , Projects, Networks, Cloud & Telecom for both enterprise and ISP sector. Committed to procuring and governing IT resources and support staff to deliver innovative solutions meeting budgetary and performance expectations. As a certified ITIL professional, worked at improving IT processes to meet KPIs and ensured excellent service delivery according to business needs. Skilled in developing training and coaching programs support engineers and onsite technicians. Demonstrated history of improving customer satisfaction ratings and increasing first call resolution rates.
Projects
Experience
Senior Manager Service Delivery
ITIL , handling IT service delivery operation with fortune 200 company
Senior Service Delivery Manager
IT service delivery, ITIL, SLA management, customer engagement
Manager ICT
IT service management , service delivery , project management
Senior Engineer – Technology Infrastructure
Worked as Senior Engineer-Technology Infrastructure to design IT services and develop ITSM, which included:
• Establishment of complete network architecture including Ethernet cabling, Equipment Installation and configuration of Cisco Solution
• Analyze all problem requests in system and identify potential problems and/or increasing trend of repetitive incidents.
• Provide on-job training to new members in the support team.
• Identify incidents that arises from change processes and/or increasing trend of repetitive incidents.
• Create Knowledge with repeatable procedures with a goal of reducing the number of incidents and reduction the process time.
• Managing a network & ITSM of around 500+ nodes for ICT Services
• Supervising a team of engineers in IT, Network, and ICT Inventory
• IT related support and operational tasks
• Responsible for office automation
• Following up with stake holders for rectification
• Prepare monthly operational demand forecasts including outstanding risks and issues
• Addressing the user needs after analyzing their queries and concerns
Network Engineer
Worked as a Network Engineer for operation and maintenance of Complete ICT services & network, which included:
• Playing a leading role in TAC
• Create the key concepts, guiding principles and design of new solution/revised process, which can raise the operational capacity of the team.
• Prepare monthly duty roster by ensuring optimal use of resources, with the high response level 24x7.
• Provide on-job training to new members in the support team.
• Arrange staff training and perform briefings to TAC staff on changes or deployments that may affect volumes at TAC.
• Monitor and manage the daily call loads to ensure that Service Level Agreements are achieved.
• Technical evaluation of fixed broadband solutions and products
• Technical specification for products to be deployed in the fixed network
• Developing SOPs, guidelines and technical specifications for fixed broadband network
• Network Planning/strategy experience for fixed broadband networks
• Coordination with L1 and L2 teams to provide support for FTTH issues
• Managed separate teams for 24/7 operations and maintenance of the support system.
• Preparing the user and Technical manuals for different products and improving the last editions
• Providing technical assistance to SLA signed Corporate Customers and coordination with Upstream Providers to optimize traffic issues
• Responsible for using CRM to assign and modify Trouble Tickets of customers and assigning them priority as per service level Agreements
