Management Service

GIGI GEORGE Mobile: *****

******** ~ E-Mail: ******@*****.***

ASSIGNMENTS

IT Service /Technical Management /Project Management / IT System Administrator/ Business Analyst

PROFESSIONAL SNAPSHOT

IT Service Delivery

System / Network Administration

Hardware Configuration

SLA Compliance

Vendor Management

IT Infrastructure Management

Technology Architecture

Project Management

Change Management

An IT Professional with experience in IT Operations

Well versed with the configuration of Microsoft Severs and TCP / IP configuration .

Proven ability in improving operations, enhancing business growth by setting-up infrastructures,

handling project management and service delivery.

Well versed with the concepts of ITIL application life cycles.

Deft in managing operating system, network & applications with experience in configuring /

troubleshooting various hardware and software related issues.

Good Troubleshooting and Communication Skills.

Excellent architecture and technical documentation skills..

EMPLOYMENT DETAILS

System Administrator Alamiya IT Project for Moi, since Aug 2012

Managing the Microsoft Server support and user support.

The Sultan Center, Head office IT Dept, Kuwait: From Sep’98 to July 2012

Key Deliverables:

IT Service Management

• Planning, organizing & controlling daily operations along with implementing, operating and leading

technology solutions in a complex environment.

• Assuring SLA compliance for user’s service requests / complaints through periodic review of pending /

open tickets, daily reports and weekly review.

• Experience and good knowledge of IT Governance, ITIL and enterprise architecture.

• Activity involved in ITIL Project with Wipro Consultancy to implement IT Service Management using ITIL

framework from Project charter. Experience in Process development for service desk (function), incident

management process, problem management process, change management process, configuration

management process.

IT Service Specialist from Jun’10 – July’12

• Effectively co-ordinate with Helpdesk to manages asset deployment, monitoring and tracking customer

requirements. Generating BI reports for KPI Measurement activity. Worked with Axios System ASSYST

management software.

• Created and delivered monthly service management report measuring and analyzing actual

network service performance versus client service level agreement, creating service

improvement plans when needed to ensure agreed to client service level agreements are met

effectively

• Assured that standardized methods & procedures were used for efficient & prompt handling of all

changes to control IT systems and application, following ISO 20,000.

• Aligns service levels with business objectives by defining service offerings and establishing

service level agreements (SLAs)

• Experienced with the product, procedures, standards and routines related to maintain IT

Functions and define and implement network policies.

• Worked in designing and developing an updated Configuration Management System including

process, procedures and integration with existing data sources as well as discovery and real time

service status modeling tools Steered efforts for controlling change in all configuration items and

ensuring that all changes are reflected in the Configuration Management Database (CMDB ).

• Proficiency with Microsoft Project, Excel, Word, PowerPoint, Outlook, Visio.

• Performs the capacity planning required to create and maintain the Oracle Database . Passive DBA

Support

• Support of ITIL standard best practices and contribute to continuous improvement for the benefit

of the organization.

• Worked as a change manager to make sure all changes in systems and application follow the

change control process.

• Prepared process documents for each process based on IT environment and requirement: (Policies,

process and procedure)

• Updating and keeping all the Technical and Contract Documents

Technical Support Supervisor: Jan’06 – Jun’10

• Hand on experience in setting the configuration of Domain Server windows 2003, Exchange

Server 2003, DHCP and Print Server.

• Played a Pivotal role in planning, implementing window server 2003 Active directory infrastructure.

• Hand on experience and knowledge of Rack–mounted server architecture, network and storage

firewall/cluster and load balancing, L2 Vlan Switch configuration, web servers PROLIANT DL360S,

clustered database servers PROLIANT DL580S, SAN MSA1500 firewall and wireless network and

security.

• Actively involved in setting up Blade System Architecture L2 VLAN SWITCH, PROLIANT BL20P,

PROLIANT BL45P, BLP-CLASS POWER, management severs and SAN-MSA 1500.

• Provided assistance in terms of network diagnosing tools and maintenance of the application Systems to

avoid operational downtime.

• Effectively assisted the contingency process such as back-up / restoration, disaster recovery, re-

configuration or re-deployment of applications.

• Hand on experience in configuring IP Camera and CCTV surveillance and audio video systems.

• Design and implement network architecture supporting..

Network Support Engineer: Aug’98 – Jan’06

• Conducted the day-to-day operations and maintenance of a multilevel LAN System.

• Played a pivotal role in installing, configuring and maintaining Windows 2000 / 2003 Servers,

Oracle Database Server, oracle client6i installation for workstations .

• Developed the user account in Active Directory Domain Server, provided the necessary privileges and

created E-Mail accounts.

• Implement and maintain database security (create and maintain users and roles, assign privileges).

• Hand on experience configuring Cisco router 3600, 2800, Cisco Manageable switch 3550, 3COM 4950

and PIX firewall.

• Experience in configurations of VLAN.

• Rendered minimum training to users for Operating Systems, MS Office 2007 and Outlook E-Mailing

Systems.

• Hand on experience in Installation, configuration and upgrading of Oracle server software and related

products.

• Instrumental in completing all phases of installation including running & terminating cables, loading and

configuring Network Operations Systems and User Workstations.

PRECEDING TASKS

• Jun’96 – Aug’98: Technic General Trading & Contracting Co., Kuwait as Network Engineer

• Aug’93 – May’96: Al-Wazzan Computer Systems, Kuwait as PC Support Engineer

PROFESSIONAL ENHANCEMENTS

• Currently Pursuing PMP.

• ITIL V3 Foundation Examination EXIN in 2011.

• MS Windows Server 2003 Active Directory and Designing Security from Microsoft Partner Learning,

Kuwait in 2007.

• CCNA and MCSA 2003 from India Options, Cochin in 2005.

• Microsoft Certified Professional (MCP) in 2000.

SCHOLASTICS

• MBA (IT) from Sikkim Manipal University in 2009.

• P.G. Diploma in Computer Engineering from Universal Institute of Information Technology, Chennai in

1990.

• Diploma in Electronic and Telecommunication (AMIE) from Hindustan Institute of Engineering

Technology, Chennai in 1989.

• B.Sc. (Physics) from Kerala University, India 1984

PERSONAL DETAILS AND REFERENCES

• Upon Request

Contact this candidate