Manager Management

Career History (Summary)

*.Jun **** Nov **** Senior IT Service Desk Manager

2.May 2010 Jun 2012 Back Office Operations Manager

3.Jan 2000 May 2010 IT Support / IT Manager

Skills & Core Competencies

Maintain professionalism at all times and use discretion when handling confidential data.

Self-starter with the ability to Analyze & Recommend strategies.

Excellent Leadership & Team Development skills

Strong Analytical & Conflict Management Skills

Strong Project Management Skills

Strong time management skills and excellent organizational skills

Extremely Passionate & Dedicated

Career Highlights & Accomplishments

New Front line implementation at store

Upgrade Implementation to Network VLAN infrastructure at store

New Service desk set up at Head Office – Call Center, Interactive Ticketing System, Knowledge Base

Control Self-Assessment Auditing & Standard Management Methodologies Implementation

Change Management Process and batch release setup

Received Most Dynamic Employee of The year Certificate

Professional Experience

Senior IT Service Desk Manager

Jun 2012 Nov 2016 Carrefour Dubai – International HO

Serve as an expert on all access points that both a backend agent as well as a member has in the Customer experience. Management and prioritization of all application support activities.

Create a highly dynamic work environment that facilitates innovation and continuous improvement.

Developing and using collaborative relationships to facilitate the accomplishment of work goals.

Conduct in depth analysis of business strategy, identifying the best processes for development and avoidance of foreseeable difficulties with a focus on continuous progress.

Coordinate and head meetings with stakeholders and key decision makers to make strategic decisions and planning for management of Back office application, Front Office Customer application, and technology, quality and cross functions to meet operational needs.

Provide leadership across multiple technology areas, particularly for incident and problem management and to complete root-cause analysis, perform testing, and provide documentation.

Evaluate tickets to determine trends and escalation paths, ensure that the goals and productivity levels are met on time and improve Customer Satisfaction Ratings.

Analyze logs of recurrence issues and implementing proactive resolutions by placing process or controls. Follow up of KPI with the management, colleagues and staff to ensure right action planning to anticipate better quality of service.

Provide direct customer care as and when necessary and 7x24 support for emergency issues. Making customers and their needs a primary of one’s actions; developing and sustaining productive customer relationships.

Leads, motivates, trains and mentors team to uplift their career development and improve customer support.

Back Office Operations Manager

May 2010 Jun 2012 Carrefour Dubai– International HO

Administers & Maintains Back Office System (AS400 Server using CLP, RPG programming)

Provides escalated on-site support of software application and network connectivity issues.

Acts as the primary point of communication between TIS and operating, business and functional units.

Coordinates and direct the activities of staff (key users) in cross-organizational and cross-functional teams.

In cooperation with TIS, local operations staff and key users, provides strategic disaster recovery/business continuity planning to offsite stores and staff in multiple operating, business and functional units.

Monitors security compliance in accordance with TIS standards, policies and procedures.

Responsible for maintenance of systems documentation such as TIS operations manuals.

Serves as the technical and communications liaison to and from stakeholders and office key users for TIS communications, initiatives, needs assessments, etc.

Provides escalated technical support that requires an on-site presence including data backup recovery. Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs.

Provides consulting/training/education services such as data management and staff training/orientation for standard systems.

Performs appropriate duties associated with division and TIS project-based activities. Provides backup for other TIS Operations Managers in the region. With TIS, participates in the identification, development and communication of new technology standards and best practices as appropriate.

Responsible for monitoring data backups in offices to ensure that they are completed on a regular basis.

IT Support / IT Manager

Jan 2000 May 2012 Carrefour Dubai – UAE HO

Ensure consistently strong operational support for all internal IT systems and users, minimizing any system outages.

Overseas troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.

Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner.

Builds and maintains vendor relationships and manages the purchase of hardware, software products and asset maintenance

Provides standards for gathering information for use in trend analysis and reports information to company management.

Manages the development of team by ensuring, when possible, that project tasks are in line with each Innovator's career interests.

Identifies opportunities for improvement and makes constructive suggestions for change (SWOTH analysis

Certifications & Qualification

2015 Prince 2 (Project Management) Certification PEOPLECERT

2013 PMP (Project Management) Course SitesPower

2012 Computer Science (Application) Bachelors IGNOU

2010 ITIL Certification SitesPower

2005 MCSE Microsoft Certification Course New Horizon

2006 CCNA Cisco Systems Course New Horizon

Hobbies & Interests

Sports- Batminton, Throwball

Reading books

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