Service Management

Resume of Ishtiaque Mahbub

Ijsvogellaan **, ****DK, Leidschendam, the Netherlands. Email: acrkf9@r.postjobfree.com. Mobile: +316********

Summary:

I have 17 years of experience in IT Infrastructure and Capital Projects & Asset Maintenance & Operations IT, working for Shell for the last 12+years.

Proven track record of consistent delivery. Can do approach with high-level of energy, drive, and commitment.

Strategic and analytical thinker.

Ability to work in complex and difficult environments.

Led or participated in multi discipline cross border business and IT change programs.

Develop strategic IT solutions that helped to generate significant business value (e.g. SaaS based construction management solution can reduce 2-3% of Capital cost, this translates to $20-30Mln for a $1Bln capital project).

Led a Design a Planning team to migrate to Windows Vista from Windows 2000 platform for 150,000 client machine in over 100 locations.

Developed talent, coached & mentored individuals and led teams.

Key Expertise

Strategy and Portfolio Development: Deep understanding of Business process like Capital Projects and Engineering, Asset Performance Management (Maintenance, Inspection etc). Specialty in linking business strategy to IT, expert in writing business cases and benefits, Managed $25-$40Mln/annum investment budget for the portfolio etc.

Project Management Expertise: Project planning, co-ordination and control, Risk analysis and mitigation plan, budget preparations and forecasting, stakeholders management etc.

Service Management: Have extensive experience in IT Service management: in developing new Service Level agreements, maintaining service levels, cost, support model, managing operational escalations & situations etc. Managed outsourced supplier service contract worth $200Mln per annum.

Architecture and Technology Investigation: Expert in developing Technical Architecture solutions for large scale Infrastructure, devising long-term strategy and planning for IT, identifying gaps and closing it by adoption of new technology, delivering technical roadmap etc.

Commercial acumen: Expert in commercial negotiation for IT tools and services. Defining contractual requirements and conducting Request for Information (RFI)/Request for Procurement (RFP), close commercial mulit-million dollar worth of commercial deals.

Career Achievements:

Capital Projects and Engineering IT Strategy Advisor

Shell Global Solutions International

Rijswijk, Netherlands

July 2012- Till date

Translated business requirements into IT strategy for the Capital Projects and Engineering Technology IT Platform strategy.

Managed and orchestrated Investment portfolio for Projects and Engineering IT Platform ($25-40Mln/year) with aim of generating business benefits of $400-500Mln.

Leading technology selection (e.g. Construction Mgt Solution, Laser scanning solution etc.) and/or developing solutions for the Global Engineering Disciplines, Operations and Maintenance customers for Capital Projects and in Upstream and Downstream business.

Managed strategic relationship with 3rd party suppliers (e.g. with Bentley, Intergraph, and AVEVA) and negotiated a number of commercial deals (e.g. Bentley Construction Mgt Solution: Pilot solution commercial arrangement, solution deployment in Carmon Creek project, and Enterprise Framework Agreement).

Delivered a number of specific strategy white papers (e.g. Strategy for 3D modelling tool, Construction Mgt IT solution position paper) which outlined key strategic intent and business benefits.

Backoffice Component Service Manager

Shell IT International The Hague, the Netherlands and

Cyberjaya, Malaysia

July 2008-June 2012

Provided backoffice infrastructure support to 150,000 Shell clients, 2000+ servers, 1PB+ storage, 100+ locations all over the world. An operational managerial role to support 24x7x365 level SLA for backoffice.

Provided outstanding support in all facets of Exchange 2010 project – Architecture, project management, supplier management, cross bundle escalation, migration, Operation take on etc.

Led and sealed numerous commercial deals e.g. Exchange 2010, Active Directory related projects, Shell Trading High Availability (HA) Infrastructure Refresh project etc.

Provided excellent support to Enterprise Service Managers in rollout of their new service development: Messaging, Client for Contractors, Mobile Device Management to name a few.

Led Desktop Service in Super Benchmark activity with recognition from Alan Matula, Group CIO. In 2011, led Desktop Service specific Benchmark activity which was also recognized with Shell Special recognition award.

Contributed to the success of Exchange 2003/2010 based Push email service.

On the role promotion for persistent outstanding performance.

Design and Planning Lead

Group Infrastructure Desktop Architect

Shell IT International Sdn Bhd, Cyberjaya, Malaysia

2003 December -2008 June

Joined as a GI-D (Group Infrastructure – Desktop) Architect and then promoted to Design and Planning Manager in a very short period. Desktop service covered broad technology areas (front and backoffice).

Led architecture and design for Group Infrastructure Next Generation, GI-NG project (Windows Vista), a migration from Windows 200 platform of 150,000 clients. This was the largest IT infrastructure project running in the world at that point of time.

Developed Microsoft Enterprise License adoption strategy for Shell.

Delivered Server/site Infrastructure consolidation high-level guidelines which are being implemented by BAR (Backoffice Asset Refresh). The benefits were several millions over the next few years.

Prepared numerous technology position papers, decision papers, and technology roadmap for Desktop service and worked with the Business line counterparts to get those formalized and agreed.

Developed Investment Planning in support of the technology roadmap.

Led and managed Design & Planning Team (7 direct reports). Develop team member’s career, provide coaching, motivate and lead by example.

Group Infrastructure Desktop Migration Project Manager

Shell Bangladesh Exploration and Production

July 2002- August 2003

Developed project plan and risk analysis for business to take on Group Infrastructure (GI) Desktop.

Provided cost estimation, time line estimation to deliver SLA goals.

Provided analysis for technical solutions, helped customer to migrate to GI IP scheme, Network performance, provided comprehensive

Technical Site Design working with the Technical Architecture team.

Customize plan to the site’s specific needs, and produce weekly updates.

Worked with Compaq and Getronics of the shipping of laptop and Desktop, also for Backoffice server and storage.

Co-coordinated with different teams of GI Project team and interfaced with the customer in resolving conflicts by communicating effectively with different parties.

Ensured the migration is completed effectively and on-time.

System Administrator

British Oxygen Limited

Dhaka, Bangladesh

Feb – June 2002

Developed GSM based email systems via Mobile Phone throughout the country

Developed Internet Web based conferencing system

Upgraded Linux based email systems

Developed network name resolution systems (DNS and WINS)

Network Systems Engineer

Lucent Technologies Inc

San Jose, California, USA

Feb 2001-August 2001

Microsoft Systems Management Server 2.0 Implementation for Lucent’s client

Planned, designed and implemented Microsoft Systems Management Server 2.0 on Bell Microproducts Network.

Installed and deployed SMS 2.0 Server and clients over there Wide Area Frame relay network in many different satellite offices.

Created and deployed packages on the whole network, manage day-to-day operations and troubleshooting.

Provided SMS Administration hands on training to the technical staff.

Infrastructure Engineer

Shell Bangladesh, Dhaka, Bangladesh

August 1998- Feb 2001

IT focal point for IT related issues

Designed and Planned Infrastructure for Shell Bangladesh.

Installed Compaq servers, Cisco Routers, set-up Ethernet LAN etc. Administered and maintained Infrastructure.

Prepared budget for IT cost.

Prepared necessary documentation of IT support process, and provided end-user training etc

Academic Background:

Master of Computer Science 1995 (Held in 1997-1998)

Dhaka University, Dhaka, Bangladesh

Placed in First Class, First

Bachelor of Applied Physics and Electronics 1994 (Held in 1996)

Dhaka University, Dhaka, Bangladesh

Placed in Second Class

Honors:

Bangladesh Education Board Scholarship Award, 1992-1994.

A former CCNA.

Passed ITIL Foundation Course.

Personal Information:

Married with two kids

A citizen of Bangladesh

Reference:

Available upon request

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