Core Competencies

Service Management

Incident, Change & Problem

Management

Business Continuity Planning

Business Transformation

Escalations Management

Continuous Process Enhancement

ITIL Methodologies

Strategic Planning

Offering Vast experience in Service Management,

Incident/Problem/Change /Project Management in the IT Industry; targeting top level assignments with an organization of repute Profile Summary

Possess an integrated set of competencies in developing & implementing IT Strategies for the business process; provided business solutions for achieving corporate goals, aligning vision & steering growth initiatives Led all projects through aggressive project governance processes; developed relationships with business stakeholders & leadership teams across geographies & departments.

Presented changes, issues, risks & contingency plans while collaborating with other Project Managers to balance project resources, schedules and scope.

Managed performance of services by efficient planning & optimization; ensured adherence to the agreed SLAs.

Undertook measures to standardize & streamline network performance reporting for driving focus on end-to-end performance management opportunities for service delivery excellence.

Worked with cross-functional departments for project operations with key focus on defining SLAs, SOPs & interacting with clients, business partners, industry leaders, vendors & other key stakeholders. Recommended and implemented service improvements using ITIL Customer Satisfaction Index (CSI) to create improved efficiency and effectiveness

Career Timeline

Key Accomplishments At Al-Khor International School: Headed & steered teams for managing IT service desk activities including PC deployment & replacement, facility transition & set-up of IT service desk Mentored a team of 4 members for roll-out of Windows 10 & MS Office 2016 across the organization, in 2018

At Rasgas Company Ltd.:

Developed & implemented BCP for disaster recovery in 2012 Played a key role in disaster recovery for the Oil & Gas company in 2012; ensured minimum delay & brought the system back up by recovering the network within record time

Performed national DR drill in 2013 & 2014 for testing DR process Involved with the organization-wide deployment & roll-out of: Abdul Rahman Moazzam

adb5ki@r.postjobfree.com +974********

Alpha

Computers

Ministry of

Islamic

Affairs

Rasgas

Company

Ltd.

1992 – 1994 1994 – 1997

Al-Khor

International

School

1997 – 2015 2016 – Present

o SAP-GUI in the organization, 2014

o Windows 7 & MS Office 2013, 2010

Part of the BES10 team and Airwatch mobile applications, 2012 & 2015 Part of the tendering process for assigning contracts to vendors working on the company side; involved with documentation preparation, announcement, technical evaluation of bids & finalization:

o PC and Laptop supply to RasGas in 2008 & 2013

o Deployment of IT Technicians for service desk, in 2009 & 2012 o Printer Maintenance, in 2012 & 2015

Pivotal in setting up the Enterprise Agreement with Microsoft Received the following awards:

o Performance Recognition Award in 2000, 2005 & 2006, 2012, 2014 o Shukran Award in 2001, 2003, 2004, 2005, 2006, 2007(3), 2008 Work Experience

Since 2016

Al-Khor International School, Qatar Gas Education Department, Doha, Qatar, as Team Lead – Desktop Support

1997 – 2015 RasGas Company Limited, Doha, Qatar

Growth Path:

IT Technician 1997 – 2001

Sr. IT Technician 2001 – 2010

Service Desk Analyst 2010 – 2015

Key Result Areas:

Managing activities related to the IT services desk including, but not limited to, allocating support calls, call log monitoring, reviewing, reporting, escalation management & resolution

Supervising routine activities for the team including scheduling, technician locations, time keeping, leaves, on-call monitoring, off-shore rotations Acting as a point of escalation for the users & ensuring efficient 1st & 2nd level of support

Extending support for projects related to Desktop, WAN, LAN & Telephone Developing daily, weekly & monthly statistics, status reports & presenting the same to leadership teams for communicating progress report Interacting with clients for negotiating on SLAs

Arranging CAB meetings & supporting change management team for prioritizing changes

Formulating & implementing strategies for short-term & long-term software/hardware management

Keeping a record of hardware assets & coordinating with vendors for ensuring compliance as per contracts

Developing and implementing processes for tracking assets for proper quality control throughout their lifecycles

Previous Experience

1994 – 1997 Ministry of Islamic Affairs, Doha, Qatar, as Programmer & Support Technician

1992 – 1994 Alpha Computers, Hyderabad, as Coordinator & Systems Analyst Certifications/Trainings

Project Management Professional. (Trained).

Trained and Certified ITIL V3 (Foundation).

Time management.

Controls framework Training.

Supervisory & Management Skills.

Fundamentals of Leadership and Teamwork.

Coaching and Mentoring for high performance.

Trained & certified as MCP (WIN XP, NT Server & NT Work Station). Microsoft Certified Desktop Support Technician (MCDST). A+ Certification Course.

Trained on MS Windows Server 2003 Active Directory Infrastructure. Trained on Introduction to Installing and Managing MS Exchange Server 2007.

Novell Netware System Administration.

Education

Post Graduate Diploma in Computer Application from Academy of Computer Education, Hyderabad, in 1991

B.Sc. (Geo Sciences) from Osmania University, Hyderabad, in 1989 Workshops & Seminars

Attended

HP Color Laser Printers Training.

Presentation Skills.

Customer Care Workshop.

Change management Workshop .

Fundamentals of Leadership and Team work.

PC Support & Maintenance Level 1 & 2.

Various team building workshops.

Personal Details

Languages Known: Hindi, English & Urdu

Address: Flat 11, Building – 6, New Doha Complex, Doha. Passport No.: H7741807 (Valid 17th Jan 2020).

DOB. : 24 November 1967.

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