Mohaned Eltyeb Abdelgadir Alnour

adlgmy@r.postjobfree.com

IT Services Delivery Manager

PERSONAL SUMMARY

An ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. Excellent interpersonal and communication skills and ability to communicate at all levels. Work closely with the Account Manager, Project Manager and Capability Managers, service lines, offerings, and Lines of Business

(LOB).

ACADEMIC QUALIFICATIONS

B.Sc. Honors Electronics & Computer System Engineering. University of Science and technology - Khartoum, Sudan Professional Certifications:

MCSA

CCNA

ITIL V3

Prince2

AREAS OF EXPERTISE:

ITSM - Process Definition-Service management - Change management - Third party management - Service reporting - Service improvement - Organizational planning - Change control - Incident management

SKILLS AND COMPETENCIES.

• Knowledge of commercial contracts and service level agreements.

• Advocating diversity and equal opportunities at every opportunity.

• Strong decision making and problem-solving skills.

• Building successful teams.

• Proficient in project management techniques and theory.

• Ability to multitask in a busy work environment.

• Budgeting and cost tracking.

• Extensive experience of the IT industry.

• Communicating regularly with clients and technical staff.

• ITSM.

WORK EXPERIENCE

IT Service Delivery Manager – Raqmiyat

May 2016 until now

Duties:

• Manages Operations for the respective account assigned and ensures effective service delivery and day- to- day operations.

• Monitor progress against KPI’s set in order to ensure optimum service levels are being provided to the Client.

• Aligns closely with the needs of the client while retaining management responsibility for the Service Operations team.

• Coordinate internal resources and third parties/vendors for the flawless execution of projects.

• Ensure that project delivered on time, within scope and within budget.

• Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.

• Ensure resource availability and allocation.

• Develop a detailed project plan to track progress.

• Use appropriate verification techniques to manage changes in project scope, schedule and costs.

• Measure project performance using appropriate systems, tools and techniques.

• Report and escalate to management as needed.

• Manage the relationship with the client and all stakeholders.

• Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support.

• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

• Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

• Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed.

• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.

• Accountable for the quality of Service and performance ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

• Provide ITIL best practice service management consulting at a strategic, design, and operational level

• Configuration and integration of ITSM software and tools

• Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.

• Supervision of individuals and groups to work together to achieve organizational goals by providing necessary training and awareness to the employees.

• Supervision of individuals and groups to work together to achieve organizational goals through providing necessary trainings and awareness to the employees.

• Engaged with the Follow-up activities through different set of meetings and communication channel.

Service Delivery Lead – Etisalat UAE

January 2014 to 30 of April 2016

Duties:

• Driving the efficiency and effectiveness of the Incident Management process

• Designs and oversees the validation of performance metrics against success criteria to ensure effective control of expected deliverables.

• Monitoring the effectiveness of Incident Management and making recommendations for improvement – KPI / Metric measurement.

• Driving and Managing Major Incident Process.

• Developing and maintaining the Incident Management process and procedures.

• Review and auditing the process.

• Ensuring that all Infra teams follow the Incident Process for every incident.

• Provide ITIL best practice service management consulting at a strategic, design, and operational level.

• Coordinate interfaces between Problem Management and other Service Management Processes

• Receives, logs and allocates a priority, in collaboration with the initiator, to all Request

• Responsible for L2 IT Desktop Support, deploy new desktops and laptops, create images for new laptops/desktops with up to date software and security applications.

• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems.

• Record incident resolutions in the Help Desk tool.

• Ensure second line IT Support and resolve Service Desks requests as per SLA.

• Manage, configure and troubleshoot Printer Server and provide the required access.

• Provide support on resetting user account passwords and unlock accounts.

• Manage inventory for Laptops/ Desktops & Printers.

• Provide support for meeting rooms services audio, video and internet.

• Understands and identifies problems, analyzing and helping to identify the appropriate solution. Is able to classify and priorities problems, document their causes and implement remedies.

• Managing Anti-Virus Endpoint Protection products for large enterprise network. Efficiently.

• Managing EPO, Virus Scan Enterprise, Host Intrusion Prevention.

• Installing Anti-Virus agent.

• Deploying Anti-Virus modules ENS (scanning / detecting viruses).

• Deploying Anti-Virus HIPS (intrusion protection).

• Deploying Anti-Virus FRP (restrict access to removable media like USB storage).

• Managing Web Gateway (To block / unblock URL, to whitelist computers IP Address to access restricted websites).

IT Service Engineer – Antick International for Investment Co.ltd IT technical support June - 2010 to August -2013

Duties:

• Performing preventative maintenance, including checking of workstations, Printers and peripherals.

• Ensure the ongoing operational efficiency of all aspects of the firms IT systems.

• Install and configure enterprise hardware and software solutions.

• Maintain network and PC operating systems, and to support server and client PC software.

• Manage PC setup and deployment for new employees using standard hardware, images and software.

• Assists in solving problems within general guidelines, and applies a wide range of techniques and resources to detect, identify, and compensate for or eliminate problems.

• Responding to Incidents, and undertaking remedial activities to resolve the incident in Accordance with the Contracted SLA’s.

• Perform daily tasks, including System Checks, Backup Tape Rotation, and Preventative Maintenance activities.

• Execute Change and Service Requests in accordance with an authorized approval to implement services on behalf of users.

PERSONAL DETAILS

• Nationality: Sudanese

• DOB: 31/10/1986

• UAE Driving license: Yes

• Mobile: +971********* - +971**********

REFERENCES – Available on request.

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