ANOOP GOVINDAN

Highly knowledgeable in a wide variety of operations like: IT Operations Management Project Coordination IT Infrastructure Management

Location Preference: Middle-East

Profile Summary

ITIL V3 Foundation (IT Service Management) Certified Professional with over 13 years of experience & specialization in end-to-end IT Infrastructure & IT Operations Management; entailing exposure of nearly 9 years in UAE and over 4 years in India.

Exposure in managing projects on installation, maintenance, IT infrastructure development and technical support.

Worked for prestigious clients such as Dubai Health Authority, Majid Al Futtaim Ventures, Health Authority Abu Dhabi (HAAD), Alcatel Lucent Technologies, Wipro Technologies and Citi Financial.

Extensively utilized IT Service Management tools like on HPSM, Ivanti LANDesk Ticketing tool, Accounting applications such as AX Dynamics 2012, Human Capital Systems-Success Factor, Power BI, Office 365 and Kofax Agility User Access Administration.

Expertise in management of multiple technology service areas of IT Infrastructure Platform which enables the management of many complex business processes to seamlessly optimize and manage event driven processes.

Ensuring that the goals of the Incident Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA.

Ensuring compliance with the company’s policies in administration of IT Infrastructure / Facilities after review of new hardware and accessories; insightful knowledge of Network Management & IT Infrastructure including Servers, Desktop, Data Backup, LAN, WAN and Network Devices.

Skilled in extending high-end technical support on various technical issues and ensuring high customer satisfaction.

Problem solver with a passion for quality and process; skilled in grasping the big picture, conceptualizing, developing, implementing solutions & partnering closely with business leaders & stakeholders and ensuring Service Delivery to manage customer approved SLAs.

Experience in Assessing IT requirements of the organisation in terms of software, hardware and other peripherals / products, and managing its procurement.

A keen strategist, planner and implementer with expertise in devising strategies aimed at enhancing overall organizational growth, sustained profitability and operational efficiency. Core Competencies

IT Service Delivery Excellence

Incident/Problem/Change Management

IT Operations & IT Infrastructure Management

Service Desk Management

Escalation Management

Client Relationship Management

Vendor/ Stakeholder Management

IT Compliance & Regulations

Team Building/Leadership

Technical Expertise

Windows Operating Systems

Microsoft office 365

Microsoft Retail AX

Active Directory User Accounts Management

Ivanti LANDesk ticketing tool

Certifications

ITIL V3 Foundation Certificate in IT Service Management – License no. W42LON5066

Microsoft Certified Professional (MCP) Windows Exchange Server 2007 – Cert. ID: 7271622

ManageEngine Product Associate (MECPA) Certification for ADSelfService Plus – Cert. ID: MECP0001556 E-mail: adml3p@r.postjobfree.com

Phone: +971-********* Teams ID: anoop_govindan

LinkedIn URL: https://www.linkedin.com/in/anoop-govindan/ June ’20 - Present: Intertec Systems L.L.C Associate Technical Helpdesk Engineer Client: Dubai Health Authority, Dubai

Key Result Areas:

Working as Associate Technical Helpdesk Engineer, providing IT support for DHA Staffs from Multiple Govt. Hospitals and Public Health Centers (PHCs) under Dubai Health Authority in the Emirate of Dubai.

Managing First and Second Level Support calls for any IT issues reported to the IT Helpdesk.

Resolve desktop related issues through phone, email and remote support using LANDesk Desktop Management tool.

Logging the calls in Ivanti ISM CRM tool for any service requests and incidents reported by users.

Remote Troubleshooting of Intranet apps, OS & desktop software related issues such as MS-Office, Anti-virus, Acrobat reader, browser issues, Frequent Account lockout issues & performing AD account password resets.

Resolving DHA internal apps access issues in coordination with Application Team.

Ensure that the 100% calls were captured in the Ivanti ISM call logging tool after receiving incident & service request reports from users.

Perform incident classification, prioritization, correlation with other reported incidents and matched against known errors.

Provide first level support to resolve the incident, using remote support tools for incident resolution.

Create work requests on Ivanti ISM CRM tool and assigned it to appropriate level 2 Technician/ Engineer or concernd teams and followup for any updates on it till closure.

Notifing Users about major system/network outages & escalated same to appropriate support teams. Previous Experience

Jan’15 – May’20: Intertec Systems L.L.C Senior Technical Helpdesk Engineer Client: Majid Al Futtaim Ventures, Dubai

Highlights:

Worked as Senior Technical Helpdesk Engineer, providing IT support for 6000 + Users from multiple entities of Majid Al Futtaim Ventures such as Majid Al Futtaim Leisure and Entertainment (Magic Planet, Ski Dubai & Ski Egypt), Majid Al Futtaim Fashion, Najm Finance and VOX Cinemas, across the Middle East Asia & African region.

Major Incident Coordinator during Priority 1 issues and escalations.

Using Ivanti LANDesk ticketing tool to log Incident/ Service Request Tickets received by Calls, Emails, Walk-in and through MS Teams Chat.

Activating Major Incident Process and maintaining Major Incident Communication through Conference Calls, Emails and Messaging App.

Informing the relevant stakeholders about the Scheduled Maintenance Activities & Service Outages and following it up till closure.

Coordinating for Incident Management activities according to the process & procedures & Escalating Incidents to 2nd and 3rd level of support, whenever needed; escalating critical/pending issues to higher levels as per pre-defined escalation matrix.

Performing Quality check of tickets logged on the LANDesk ticketing tool and mentoring the team members to perform corrective actions on the faults found.

Active Directory management for user accounts - account creation, modification, deactivation & password reset.

Maintain overall ownership of incidents & service requests ensuring that they receive resolution within the agreed SLA timeframe.

Linking the Child Incident with Parent Incident tickets for avoiding duplicates and SLA breach.

Troubleshooting the Retail POS issues and escalating to the appropriate team within the agreed SLA time.

Supervising the Helpdesk call queue, monitoring abandoned calls & taking action to achieve 100% call response SLA.

Shift Roster management for the team and allocating team members for respective shifts based on the staff availability.

Receiving, recording, classifying & prioritizing technical and application support calls from end users.

Initial assessment of urgency and business impact on all support calls.

Providing Process improvement feedback to IT management regarding technology environment and customer needs through the defined processes.

Effectively managing the Tech Assist Center (TAC) mailbox and Self-Service Ticket Queue.

Provide support for the following: Microsoft office 365 apps, Windows OS 10, Laptops, Desktops, Network Printers, LAN /Wi-Fi Connectivity through Cisco AnyConnect, configuring Palo Alto Global Protect VPN Client for end users, Cisco IP Phones – Cisco Desktop Agent login issues.

Remote support to users for PCs/ Laptops / Printers / Retail POS machines and associated accessories includes receipt printer, cash drawer, PDT and barcode scanners.

Remote support for applications- AX Dynamics Retail and Finance Application, KOFAX Agility,, Intellect, Power BI, Success Factor HC System.

Submitting the Power BI Revenue reports to the IT management regularly. Organisational Experience

Conducting daily standup meetings and reviewing the support activities and updating every team member about all process updates and the support challenges to drive the service desk operations smoothly.

Vendor coordination for daily support activities. Jul’11-Dec’14: Intertec Systems L.L.C. Technical Helpdesk Support Engineer Client: Health Authority Abu Dhabi (HAAD)

Highlights:

Acted as a SPOC for any IT related queries for HAAD Internal Employees.

Resolved desktop related issues through phone, email and remote support using LANDesk Desktop Management tool.

Logged the calls in HEAT CRM tool for any service requests and incidents reported by users.

Remote Troubleshooting of Intranet apps, OS & desktop software related issues such as MS-Office, Anti-virus, Acrobat reader, browser issues, Frequent Account lockout issues & performing AD account password resets.

Resolving HAAD internal apps access issues in coordination with Application Team.

Ensured that the 100% calls were captured in the HEAT call logging tool after receiving incident & service request reports from users.

Performed incident classification, prioritization, correlation with other reported incidents and matched against known errors.

Provided first level support to attempt to resolve the incident, used remote support tools for incident resolution.

Created work requests on HEAT CRM tool and assigned it to appropriate level 2 Technician/ Engineer or concerned teams and followup for any updates on it till closure.

Notified Users about major system/network outages & escalated same to appropriate support teams. Jul’08-Sept’10: MindRiver Information Technologies Pvt. Ltd., Bangalore, Karnataka, India IT Support Analyst Client: Alcatel Lucent Technologies

Highlights:

Managed 1st level support calls through HP Open View Service Desk tool.

Administration of Active Directory/Exchange using Alcatel-Lucent customized tools and Tivoli Identity Manager

(ITIM) and LUUM.

Secondary admin for the workgroup LRA Domain.

Administration of Unix User IDs using TRI telnet tool

Worked closely and follow-up issues of Servers through email, Chat, Page and Phone / On-Calls with System Administrators, IT Support teams and Server Administrators in the regions like KANATA- Canada, NA, CALA- South America, EMEA, APAC & so on.

SAP Job Monitoring including feeds for BW3, DV2 and PR2 through SAP Logon 360 May’07-May’08: Wipro Infotech, Bangalore, Karnataka, India Engineer- Helpdesk Management Client: Wipro Technologies

Highlights:

Supported around 39,000 employees from Wipro InfoTech & Wipro Technologies

Performed installation, configuration, troubleshooting Wipro Technologies Wireless LAN

Maintained, configured and troubleshot Cisco VPN clients and Remote Access Service (RAS) Mar’06-Mar’07: Onsite Services - Bangalore, Karnataka, India Systems Engineer Client: Citi Financial

Highlights:

Successfully managed overall IT support for the whole Citi Financial Call Center.

Accountable for providing technical support & coordinating technical issues involving LAN/WAN network, hardware, and operating systems.

Oversee network connectivity as well as implementation, integration and troubleshooting of PCs, remote access permissions of servers, printers and scanners.

Responsible for Installation & Troubleshooting of Software’s, Operating Systems, Windows components, Antivirus Servers

& clients.

Regularly Updating Symantec Antivirus definitions in the server and patching the client PCs.

Creating and managing user accounts & assigning access rights and permission in Active Directory to use different Intranet application and shared folder resources.

Coordinating with branch office senior system administrators in case of any issues in the organization’s Intranet website and webmail.

Effectively checking telephones and coordinating with telecom service provider in case of any issues in the organization’s telecom/PABX system.

Monitoring UPS performance and maintaining Hardware inventory details.

Coordinating with vendors for hardware and software procurement and regular maintenance activities. Academic Achievements

Diploma in Electronics Engineering from Govt. Polytechnic College, Thrikkaripur, Kasaragod Dist., Kerala, India in 2004

Diploma in Computer Hardware & Networking from Jetking Infotrain, Mangalore, Karnataka, India in 2005 Personal Details

Date of Birth: 09th February 1984

Languages Known: English, Hindi, Malayalam and Tamil Nationality: Indian Visa Status: Residence Visa (U.A.E) Passport No.: N2052682 Notice Period: 2 Months Marital Status: Married

Permanent Address: Kurikkalot House, Near D.M. Convent Edat (P.O), Payyanur, Kannur, Kerala, India - 670327 References

Muthu Kumar - IT Manager at Intertec Systems LLC, Email: adml3p@r.postjobfree.com Contact: +971-**-***-**** Anish Nair – IT Business Engineer at Majid Al Futtaim Ventures, Email: adml3p@r.postjobfree.com Contact: +971-**-***-****

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