ITSM, IT Cloud Architect and MCT

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Mohammed Hassan

IT Service Manager at BGC-Shell JV

***************@*****.***

Summary

A dedicated IT professional with an extensive practical experience in managing IT projects, teams and services. Proven abilities in meeting objectives, targets and deadlines. Passionate & enjoy being part of a successful and productive team. Looking for a challenging position in reputable organization where my abilities, skills & experience will be fully utilized, being certified is a tool to demonstrate my acquired skills and it gives me an edge to present my organization the best way when dealing with clients and providers. Experience

IT Service Manager at Shell

April 2015 - Present (1 year 9 months)

1 - Managing End-User Computing services, Data Center lifecycel services and TLS/Work-Space services in manner of ensuring that global service providers are met the MSA (Master Service Agreement). 2 - Facilitating and contributing to the definition and maintenance of the technical service strategy and architecture, new service deployment and lifecycle management schedules. 3 - Defining and implementing models for incidents, changes, requests and problems; facilitating service transition activities (changes and releases).

4 - Reviewing incidents, problems, changes, service requests and other service related tasks, and identifying, assessing, prioritizing and implementing service improvement opportunities. 5 - Instructing the business and IT Operations Teams with relevant presentations and workshop for new services such (O365, Wind10, Skype for business and migrating process from On-primes servers to Cloud) and participating on related projects with HPE, TSys and AT&T as Task-Force Lead. 6 - Negotiating / defining, monitoring and reporting on service levels in SLAs, OLAs, and supplier contracts, covering service support as well as availability, capacity, security and IT service continuity. 7 - Monitoring the service budget in close partnership with Planning department, Business steer in line with corporate policy.

IT Service Delivery Manager at Control Risks

August 2013 - March 2015 (1 year 8 months)

1 - Management of key staff responsible for Service Desk and Projects and Installations. 2 - Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded) via Remedy Force (BMC).

3 - Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place via AX Dynamics and CRM.

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4 - Advice technically on escalations, to build services relationships with clients, ensure quality and profitable services are performed to the agreed SLA, OLA and UC. 5 - Specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery via SCCM and SCOM.

6 - Assist HR team on recruitment and interviews process, ensure the new IT employees are met company requirement with high level of qualifications via iView and HRIS systems. 7 - Managing IT services in remote sites in cooperating with client's IT department (e.g. BP ROO). IT System Administrator at OBC Express Ltd.

June 2012 - July 2013 (1 year 2 months)

1- Project Management: Implement Fiber Optic and VSAT systems on all corporation sites. Installing and configuring windows server 2008 R2 as DC and File Server in 4 different sites (Center of Basra, Khor Al Zubir, Petrochemical station and HQ). 2 - Performing data backups and disaster recovery operations with cloud service migrations. Installing, maintaining network equipment: Assess point, Wi-Fi Router, and HP switches. 3 - Recommending changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.

4 - Providing the users with efficient IT equipment (PCs, Laptops, VoIP’s, Monitors and Docking stations) and ensure these are meet the business requirement. 5 - Imaging and re-image PCs and the laptops for the entire company and managing user accounts, permissions, email, anti-virus, and anti-spam.

6 - Envisioning, document, create, and deliver Technical Architecture, Technical Diagrams. IT Help Desk Administrator at Eni

March 2011 - May 2012 (1 year 3 months)

1 - Installing and configuring computer systems (Server, Workstation and VMs). 2 - Provide end-user support via the ATF portal, desk side and telephone based support and diagnosing and solving hardware and software faults via ITIL procedural methodology. 3 - Logging customer/employee queries and support GAIN related incidents and/or service request. Analyzing call logs to spot trends and underlying issues via ManageEngine. 4 - Responsible for IT inventory control and end-user awareness training as well as break/fix support for non- GAIN supported EUC hardware / software via Training center of Comms (ICT activities). 5 - Write or modify basic scripts to resolve performance problems and automate systems administration tasks. 6 - Creates technical documents and computer training materials for end-users and in addition to manage IT knowledge base and publish end-user support documentation. IT Support at KDD

February 2009 - January 2011 (2 years)

1 - Maintain and administer Web server and mid-ware tools. 2 - Support HQ and branches corporation users with high and strong level of equivalent technology. Page3

3 - Manage and trend company database, Costumers records via centralize mange engine. To attend customer queries and requests tactfully and professionally via telephone. 4 - Dealing with third party products and evaluate hardware and software requisitions. 5 - To provide accurate, efficient and quality service that exceeds our customers’ expectations 6 - To maintain a high degree of responsibility towards customer confidentiality. 7 - Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support. 8 - Trains users in operating systems, computer language, application programs, utilities and hardware operation.

Certifications

Microsoft Certified Trainer

Microsoft License F744-3357 June 2016

Microsoft Certified Solutions Expert: Cloud Platform and Infrastructure Microsoft License F813-8528 September 2016 to September 2018 Microsoft Certified Solutions Expert: Private Cloud Microsoft License F634-9773 March 2016

Microsoft Certified Solutions Expert: Desktop Infrastructure Microsoft License F540-7761 December 2015

Microsoft Certified Solutions Expert: Server Infrastructure Microsoft License F319-8272 May 2015

Microsoft® Certified Solutions Associate: Windows Server 2012 Microsoft License F237-5198 March 2015

Microsoft Certified Professional

Microsoft License F210-8117 March 2015

ITIL Foundation v3

AXELOS Global Best Practice License 5292107.20371798 February 2015 Master Cloud: HP Converged Cloud Reference Architecture HP License 00703720 January 2016 to January 2017

Designing HPE Enterprise Storage and Backup Solutions HP License 01064173 May 2016 to May 2017

Designing HP SAN Networking Solutions

HP License 00729670 January 2016 to January 2017

Datacenter Care Channel Onsite Delivery

HP License 00958424 January 2016 to January 2017

HP 3PAR SA Core Technologies

HP License 01011725 May 2016 to May 2017

Cloud Infrastructure and Services

EMC License MR-1DP-002-2014Q3V2 July 2016 to July 2017 CCNA Routing & Switching

Cisco License 425844168691HMUJ August 2016 to August 2019 Page4

Virtualization: The Engine Behind Cloud Computing

Schneider Electric License 6bbf57013ead34475d7dbd93df4815d3 September 2016 to September 2018 Modular Data Center Architecture

Schneider Electric License 6c9923b6bdffd97e72c20bc859b8d9b6 September 2016 to September 2018 Standardization in the Data Center

Schneider Electric License 8339a461a89f20a36ccceabd4a1a5544 September 2016 to September 2018 MCSE: Cloud Platform and Infrastructure Certified 2016 Microsoft September 2016

Projects

Service Desk Management

April 2016 to Present

Members:Mohammed Hassan, Christoph Eilers

Participating as task force project team lead to on-boarding HP Service Desk Manger V9.34 to be ticking system platform in BGC Shell JV. The on-boarding process including build and transacting internal processes with Incident, Problem and Change Management, test workflows and modulate the product features as phases, training IT Operations teams, Aftercare and go-live. No.# Users (IT): ~60

Achievement Period: Ongoing.

Budget: $200K

Company: BGC Shell JV.

Controlling of Printing Services

August 2015 to Present

Members:Mohammed Hassan

Implementing of HP Web Jet Admin v.10 software to control printers fleet.The fleet is contenting from

+60 printer of multiple vendors (HP, Canon and Fujitsu) and various sizes (small business, mid-range and enterprise) and distributing on HQ and 4 remote sites within domain & non-domain infrastructure by using virtualization concepts.

No.# User: 1200

Budget: $180K

Timeline: 6 Months.

Company: BGC JV Shell.

Cloud Backup for Remote Sites

October 2014 to Present

Members:Mohammed Hassan, HOSAM SLMAN

Planning and Implementing a solution for backing up client machines over 4x remote sites (BP – South Rumila, CNPC – South Rumilla, ExxonMobil – West Qourna2 and Shell/BGC – Khor Zubir) for my company clients. Achievement period: 6x months, total No. of users: 120x users, method: cloud backup via SecodCopy (Built-In Software) to private could (Nasuni Nfiler Server based Amazon Services S3), Page5

Managing VPN ports to resolve from Checkpoint: Cisco ASA 5510, Avaya 9600 firewalls and monitoring daily backup amounts over Nasuni Management console. Company: Control Risks Ltd, Budget: 370K. Client Mobilization

April 2014 to Present

Members:Mohammed Hassan

Planning, budgeting and implementing a mobilization of Unaoil project (Location: Iraq, Basra: North Rumila, Achievement period: 2x months). Creating and provisioning 45x user account with IT Kits, Authenticated by RODC 2012 R2 with NAS networked storage, Dynamics Access and VoIP phone devices, Installing the operations room specific equipment (VSAT, CCTV, Motorola Radio Antenna, VHF Radio, Track24 System, Geosiute and Geocompaion platforms).

Company: Control Risks Ltd,

Budget: $260K.

LANDesk Deployment

June 2013 to Present

Members:Mohammed Hassan

Planning and implementing an installation of LANDesk Suite v7.6.1 on Hyper-V Cluster to manager all the infrastructure associated devices and resources (deployment OS images, updates patches and security packages) and an installation of LANDesk Service Desk v7.6.1 to manage all service desk tickets (internally and externally) from end-users and customers.

Achievement period: 3 Months

Company OBC.Com Ltd.

Budget: $230K.

Courses

IT System Administrator

OBC Express Ltd.

Cisco Certified Network Associate (CCNA): Routing

and Switching, Exam 640-802 (Self-Study)

1

Certified Ethical Hacker: (Self-Study) 1

IT Help Desk Administrator

Eni

Microsoft Certified Information Technology

Professional (MCITP): (Self-Study)

1

Interests

- Reading Science fiction Stories

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- Writing poetry

- Follow Movies

Languages

English (Professional working proficiency)

Arabic (Full professional proficiency)

Turkish (Limited working proficiency)

Skills & Expertise

Data Center

Windows Server 2008 R2,2012

Networking

Microsoft Exchange

IBM Servers

VMware

IT Service Management

Troubleshooting

ITIL Certified

System Administration

Disaster Recovery

Business Continuity Planning

SharePoint

Technical Support

Switches

Routers

Virtualization

Operating Systems

Private Cloud

Security

HP Service Manager

Employee Training

Microsoft Training

Microsoft Azure

Microsoft Technologies

Project Portfolio Management

Software Documentation

Help Desk Support

Network Administration

Application Virtualization

Active Directory

Network Security

DHCP

Database Administration

Microsoft SQL Server

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Linux

VPN

DNS

EMC Storage

HP Blade

Citrix XenDesktop

Hybrid Cloud

Veeam

Virtual Desktop Infrastructure

System Center Virtual Machine Manager

(SCVMM)

IT Strategy

Cisco UCS

APC UPS

Managed Print Services

NetApp

Education

Faculty of Computer Science

Bachelor of Science (BS), Programming & Communications, 2002 - 2006 Grade: Good

Activities and Societies: Programming And Analyzing jamhorea high school

Seconday Degree, Primary Education, 1997 - 2002

Volunteer Experience

Health Awareness at Basra Local health center

September 2007 - December 2007

Organized and provide a general health goodness and enjoyed deeply. Page8

Mohammed Hassan

IT Service Manager at BGC-Shell JV

***************@*****.***

Contact Mohammed on LinkedIn

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