Akin Karakaya

Mobile: +90-553-***-**-** - Land Line: +49-203-***-***** actlq0@r.postjobfree.com

Senior Service Delivery Manager

Expert in the design and implementation of cost-effective, high-performance technology solutions in support of corporate growth strategy and budget constrictions; effectively provides knowledge and certified support for Microsoft & Unix operating systems with a focus on leading the strategy for technology platforms through partnerships and external relationships.

Solutions-oriented management professional experienced in advising customers on complex technical services. Proven and consistent history of streamlining client accounting, sales, operations, and reporting processes, greatly reducing activity lead time.

Excellent leadership, communication, and interpersonal skills; highly effective at building diverse, team-centered operating units; excellent business process and strategy development skills. Professional Experience

Senior Service Delivery Manager (Europe & Middle East Region) SDZ Simulations Dienstleistungs Zentrum GmbH – Dortmund, G e r m a n y, September 2014 – Present

Mentor, inspire, and provide guidance to support team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for “SDZ Simulations” enterprise customers in Europe and Middle East Region.

Plan and deliver conversations with executive business partners, while maintaining positive relationships.

Support translating customer requirements into working instructions for delivery.

Coordinate planned changes with customer service, change management and operations.

Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities.

Interact with procurement to create and manage Statements of Work for related service delivery initiatives.

Contribute service descriptions, service-level agreements (SLAs), and operation-level agreements

(OLAs) for specific services to the organizations service catalog.

Ultimate responsibility for driving operational objectives, operational excellence and KPIs.

Work daily with frontline managers to identify and act upon coaching opportunities for each of them and their teams

Collaborate with members from Sales, Product, Engineering, and Marketing while representing the voice of the customer in order to best serve the needs of “SDZ Simulations” customers.

Maintains high level monitoring of operational delivery KPI’s, ensuring delivery to pre-determined standards, agreements, setting standards and targets where required.

Driving continuous improvement of Fulfillment processes.

Assist in employee review and assessment processes. Page 1 of 5

Senior Service Delivery Manager / Service Delivery Manager (2012 – September 2014) Microsoft Corporation – Ankara, Turkey 2012 – September 2014 Promoted to senior title in 2013 to presently oversee operations related to customer satisfaction as a trusted business advisor for Microsoft Services Premier Support. Provide guidance and solutions to support service, operations, and optimization of IT infrastructure for Enterprise Services customers. Document recommendations via service delivery plan, presenting to customer/virtual account team unit. Assist in employee review and assessment processes.

Notable Achievements

Prevent countless customer issues before they can arise through consultation, risk assessment, and recommendation of appropriate service offerings to proactively address concerns.

‘Microsoft Turkey Anatolian Award’ winner for excellence in service (2014).

‘Great People – Great Performance Award’ winner as recognized by Microsoft Middle East Head Quarters (2013).

Technical Account Manager

Microsoft Corporation – Ankara, Turkey 2011 - 2012 Advised Premier Support customers to ensure optimal value from investment in Microsoft technology. Developed and implemented customized service delivery plans while providing cross-functional leadership to unite IT staff, product teams, and senior management in support of each customer. Notable Achievements

Engaged appropriate knowledge transfer and training resources to help increase the skills of IT staff, as well as assisting staff to better manage and monitor IT infrastructure.

Applied Microsoft Operations Framework (MOF) and IT Infrastructure Library (ITIL) principles, improving the understanding of customer IT business goals and industry standards. Microsoft Senior Consultant / Solution Design Consultant / System Analyst Innova IT Solutions ( Turkish Telecom IT Company ) – Ankara, Turkey 2009 – 2011 Technical Responsibilities & Duties

- Directly support pre-sales & post-sales teams in the optimal implementation and design of systems infrastructure, offering high-caliber technical support in Microsoft products and solution sets.

- Maintain senior level expertise and currency in industry leading information management technologies.

- Provide technical architecture analysis, design, development, and enhancement.

- Solutions building, including hardware, datacenter, disaster recovery centers and geographically dispersed clusters.

Project Responsibilities & Duties

- Serve as Project Lead or Project Manager via management of end to end system life cycle development of major projects.

- Oversee minor projects being lead by intermediate level staff under supervision.

- Develop costing proposals for projects, perform risk analysis, and manage change control.

- Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.

- Conduct comprehensive cost/benefit analysis and prepare business cases for projects. Business Responsibilities & Duties

- Assist with the development of client information management standards and evaluation of technology trends.

- Contribute to business area assessment, user needs analysis and business systems design.

- Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects. Supervisory Responsibilities & Duties

- Supervise and mentor all intermediate and junior level Innova IT Solutions staff assigned as members of project team.

- Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to project team.

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Notable Projects

Trabzon 2011 European Youth Olympic Festival Project (May 2011 – August 2011) Technical Project Manager / Project Coordinator for Trabzon 2011 European Youth Olympic Festival, overseeing operations and integration efforts related to network, game management system, and time and scoring.

Trabzon European Youth Olympic Festival Project is the third Olympic organization in Turkey. In this project, Innova is responsible for three different projects (Network, Game Management System, Time and Scoring) and their integration.

Main Responsibilities:

• Creating Statement of Work for system infrastructure, design, implementation and hardware delivery parts of the project.

• Communicating and negotiating with stakeholders, users, specialists, other staff and suppliers.

• Planning system infrastructure, design, implementation and hardware delivery parts of the project

• Planning and implementing three geographical disaster recovery sites for primary data center.

• Install test, development and production servers include all blades,HP ML and DL series servers, IBM X Series servers and Fujitsu Server Systems.

• Install and Configure Storage P2000 with HP integrity implementation,

• Client hardware troubleshooting involving configuration setting and maintenance.

• Managing hardware delivery and support teams, planning and monitoring their tasks.

• Provided 7dX24h functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, LAN, and remote systems during the Olympic games. Erzurum2011 Winter Universiade Project (September 2010 – April 2011) Project Coordinator / Expeditor, Team Leader

Erzurum 2011 Winter Universiade is the second Olympic organization in Turkey. In this project, Innova was responsible for four different projects (Network, Game Management System, Time and Scoring, Kiosk) and their integration.

Main Responsibilities:

• Creating Statement of Work for system infrastructure, design, implementation and hardware delivery parts of the project.

• Planning system infrastructure, design, implementation and hardware delivery parts of the project.

• Planning and implementing disaster recovery site for the primary data center.

• Responsible for installing, troubleshooting and providing support on HP DL & ML Series server systems and P2000 storage systems at primary data center and disaster recovery sites.

• Handle the tasks of calibrating HP Systems after completion of installation and testing of functionalities.

• Perform responsibilities of identifying and repairing system instruments by applying best practices.

• Managing all System and Network related Tasks.

• Designing and implementation using (TCP/IP) of network based on window based operating systems (Hubs, Switches, Routers), different type of structure cabling, printer server, printer sharing, proxy server, DSL, Dail up connections.

• Upgrading and repairing faults on CIS systems, networks & peripheral equipment.

• Cisco & HP switch configuration in particular VLAN configuration/troubleshooting.

• Managing hardware delivery and supporting teams, planning and monitoring their tasks .

• Providing 7dX24h functional and technical support during the Olympic games (10 days) Notable Achievement

‘Performance Award’ winner for coordinating infrastructure, design, and implementation for Erzurum 2011 Winter Universiade Project.

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Republic Of Turkey Ministry of Energy and Natural Resources Strategy Development Unit, Information Technologies Dept. Virtualization Project (October 2010 – November 2011) Project Coordinator / Expeditor, Team Leader for national Ministry of Energy and Natural Resources Strategy Development Unit, IT Dept, implementing VMware Virtualization Platform into customer environment. Main Responsibilities:

• Planning and implementing VMware Virtualization Platform into customer environment, while adhering to customer IT needs and constrains.

• Working with a diverse selection of customer employees from senior business & IT management to Project Managers and System Administrators.

• Ensuring alignment between people, process and technology for escalated process and technical issues relating to Virtual Infrastructure and the organizational / shared services environment.

• Develop Customer specific Architectures and Documentation. Microsoft Certified Trainer / Microsoft Platforms Senior Consultant Netsoft – Ankara, Turkey 2007 – 2009

Consulted companies on implementation and design of information systems infrastructures. Presented official lectures regarding MCSE, MCSA, and MCITP for course participants. Account Manager

Pro-G – Ankara, Turkey 2007

Analyzed customer IT system requirements and consulted to meet security demands. Sold, demonstrated, and implemented Microsoft security products and other security tools including antivirus, firewall, and more. Improved public sector accounts through proactive business development. Product Manager

Proya – Ankara, Turkey 2006 – 2007

Consulted customers on management of international projects, coordinating correspondence between international vendors, located in Luxembourg and the UK. Led sale planning of antivirus, firewall, end point security solutions products, and the requirement management software, DOORS. Ankara Region Customer Representative

Akora AS – Ankara, Turkey 2004 – 2006 (IBM & HP Distributor in Turkey)

- Responsible for the technical sales process.

- Prepare IBM System X Server configurations via x-configurator tool according to customer needs.

- Establish relationships and engage with the technical personnel to identify opportunities and sell products and services.

- Conduct product demonstrations and technical presentations remotely or at customer locations/ facilities on products value proposition.

- Developed dealer channel and customer satisfaction programs. Education/Certification/Training

Service Delivery Management Training, Microsoft Service University, Redmond, WA, USA ITIL Training, Redmond, WA, USA

Customer Management Training, Microsoft HQ, Redmond, WA, USA Microsoft Operation Training, Dubai, UAE

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Leadership Training, Istanbul, Turkey

Microsoft Security Development Cycle Training, Seattle, WA, USA Project Management Training, San Francisco, CA, USA

(Project Management Institute San Francisco & Turkey Chapter Member) Computer Forensic Training, Istanbul, Turkey

Computer Related Crime Training, Ankara Bar, Turkey MCT - Microsoft Certified Trainer (Active Since 2007) MCTS – Microsoft Certified Technology Specialist

Windows Server 2008 Active Directory: Configuration

Windows Server 2008 Network Infrastructure: Configuration

Windows Server 2008 Applications Infrastructure: Configuration MCSE - Microsoft Systems Engineer

MCSA - Microsoft Systems Administrator

MCP 2.0 – Microsoft Certified Professional

AccessData BootCamp - Practical Skills Assessment Certificate & Forensic Analyses Training Microsoft “Train the Trainer” Training

CCNA Training

HP ASA Training

Telelogic “Using Doors for Requirements Management” Course Telelogic “DOORS Administration & Management” Course Junior Achievement Project Training

SecureWave Technical Training

MicroWorld Technical Training

Symantec Sygate Sales Expert

Symantec Client Security Sales Expert

Bachelor’s Degree in Public Sector Management, Cumhuriyet University, Turkey

Specialized in Total Quality Management in Turkish public sector Page 5 of 5

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