NIKKIE VARGHESE JOHN

Address P.O Box *****, Manama, Bahrain

Mobile/WhatsApp +973-********, +973-********

E-mail ady28l@r.postjobfree.com

Exemplary 22 years of work experience in:

*Planning & Management *Business continuity *Process Excellence

*HSE Management *Budgeting *Quality Assurance *Efficiency Management *Team Management *IT Management

*Security Management *Client Relationship Management *Technical Support

*Help Desk Administration *Process Management *Call Center Management

Experienced Process Excellence Manager, IT Manager, HSE Manager, Business Continuity Manager, Facility Manager with a demonstrated history of working in the courier, logistics and supply chain industry. Skilled in Operations Management, Warehouse Operations, and Transportation with a NEBOSH International General Certificate in Occupational Health and Safety focused in IGC1, IGC2, and IGC3 from NEBOSH.

Currently associated with Aramex International, Bahrain. Result focused & effectual leader with demonstrated skills and expertise in quality management systems. Demonstrated abilities in providing a secure environment for the organization based on standards based best practices. Proven track record of serving customers by planning and implementing call center strategies, package delivery operations, improving systems and processes, managing staff. Possess willingness to continually embrace personal and professional development.

Certifications

NEBOSH International General Certificate in Occupational Health and Safety (IGC1, IGC2, IGC3).

oManagement of International health and safety.

oControl of international workplace hazards.

oInternational health and safety practical applications.

Certified Security Manager from Dubai Police Academy.

Education M. Sc. (Computer Science) from Bharathidasan University, India in 1998

B. Sc. (Computer Science, Electronics & Mathematics) from Mangalore University, Karnataka, India in 1996

Areas of Expertise

Strategic Planning & Management

Defining the IT strategy, aligning the set objectives to the general objectives and strategies of the company.

Setting budgets and human, material resources needed for a good development of the department’s activity.

Establishing partnerships with suppliers and managing of IT products/solutions portfolio.

Directing and executing projects that are developed by the subordinated teams.

Conceptualizing and implementing some standards applicable in the activity of the department.

Quality Assurance

Interacting with the senior management to ensure compliance with ISO 9001:2015 requirements, ISO 14001, OHSAS 45001

Promoting quality achievement and performance improvement throughout the organization.

Developing, implementing, communicating and maintaining a quality plan to bring the company’s quality systems and policies into compliance with quality system requirements.

Ensuring test of procedures are properly understood, carried out and evaluated and that necessary modifications are implemented.

Formulating and managing the development and implementation of goals, objectives, policies, procedures and systems pertaining to the QA/QC.

Setting QA compliance objectives for the improvement of business process.

Overseeing process improvement initiatives through system changes, process re alignment & efficiency management.

Assessing the requirements, agreeing to standards and establishing clearly defined quality methods for staff to apply.

Setting up and maintaining controls and documentation procedures.

Liaising with auditors and ensuring the execution of corrective action and compliance with customers’ specifications.

Monitoring performance by gathering relevant data and conducting lead data analysis.

Identifying relevant quality-related training needs and delivering training.

Security Management

Creating and maintaining the security architecture, program design and security awareness training program.

Conduct Risk Analysis.

Overseeing the deployment, integration and initial configuration of all new security solutions and of any enhancements to existing security solutions in accordance with SOP.

Ensuring the enforcement of enterprise security documents.

Supervising all investigations into problematic activity and provide on-going communication with senior management.

Protecting company's assets and people from invasion and harm.

Performing services to assure the safety and protection of government property and personnel against injury or intimidation and loss or damage from any preventable cause including fire, theft, embezzlement, damage or destruction, trespass, espionage, or sabotage.

Establishing and installing key controls on departmental communication equipment and property access.

Evaluating incidents and determining course of action; discovering source of security breach.

Supervising the installation of safety alarms & CCTV around building and perimeter.

Reporting and tracking all incidents and maintaining an emergency training curriculum.

Instituting and overseeing site key and safe combination management plans.

IT Management

Ensuring availability, scalability and accessibility of all IT Infrastructure supporting the business SLA’s

Aligning IT infrastructure to meet organizational goals and objectives.

Identifying and providing standards for gathering information for use in trend analysis and report information to company management.

Installing, supporting and maintaining new server hardware and software infrastructure.

Undertaking routine preventative measures and implementing, maintaining and monitoring network security, particularly if the network connects to the internet.

Monitoring system performance and provide security measures, troubleshooting and maintenance as needed.

Keeping IT users (business units) well informed about any IT related changes and their impacts.

Developing and maintaining a Business Continuity and Disaster Recovery Plan.

Timely delivering response to escalated help desk issues.

Software Development

Managing Software Development project activities for multiple projects across all project phases, including initiation, planning, execution, monitoring, control and closure.

Tailoring project management, development and support processes to meet the needs of individual projects.

Managing the day-to-day activities of projects and staff; communicate with project teams as necessary to ensure project deliverables are on schedule and within cost parameters.

Call Center Management

Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing productivity, quality, and customer-service standards,

Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Recruiting, selecting, training, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Meeting call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Preparing call center performance reports by collecting, analyzing, and summarizing data and trends.

Maintaining equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Team Management

Implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Creating & sustaining environment that fosters development and motivates high performance. Looking after the development of multi skilled work force for cross utilization within sub processes for optimum efficiency.

Employment Details

Aramex International, Bahrain as Process Excellence Manager, I.T Manager, HSSE Manager, Facility Manager and Contact Center Manager Mar’00-Present

Career Growth along with Achievements

Process Excellence Manager, I.T Manager, HSE Manager, Facility Manager, Contact Center Manager, Business Continuity Manager Nov 2021 – Present

Business continuity planning and implementation during the pandemic with 0-downtime.

Implemented processes and initiatives to enhance cross-enterprise integration, and create a continuous improvement culture.

Provided leadership on the full range of business, leadership, technical and process improvement opportunities.

Implemented will include direct leadership, guiding others to implement, and applying Operational Excellence tools to solve the problem and train those working on the initiative.

Focused on creating a work environment that engages employees at all levels in the business to help drive out unnecessary work, improve and simplify processes, and continually reduce costs.

Identified cost savings opportunities through kaizen facilitation, business reviews/P&L budget reviews and waste elimination through value stream or process mapping.

Coached and facilitated problem solving, A3, root cause events for more in depth waste elimination

I.T Manager, HSE Manager, Contact Center Manager Dec’2010 – November 2021

Business Improvement & Efficiency Manager, Business Continuity Manager

Spearheaded the entire gamut of IT functions entailing management, communication, networking, systems & applications, information security, helpdesk management, asset management and problem management.

Successfully got the company certified OHSAS 18001.

Acted a special point of contact on all IT-related matters in the organization.

Conceptualized and implemented changes in network infrastructure and supervised proper effectuation of network security at the regional level.

Oversaw the administration and maintenance of all systems, software, hardware and computer stations as well as developing upgrades to all systems.

Administered the overall management of Call Center which includes process management, team management, recruitment, process improvement, relationship management, etc.

Planning and initiating process improvement initiatives at the station to improve the quality service level

Ministered the implementation of ISO 9001:2008 requirements at the station, to maintain the certification.

Recipient of the Best Team Leader award for the year 2010.

Business Improvement & Efficiency Manager, Sep’10 – Dec’10

I.T Manager and HSE Manager

Played a key role in getting the organization OSHAS 18001, ISO 14000 & TAPA certified; also contributed in the renewal of ISO 9001:2008 certification.

Played a key role in getting the organization ISO 14001 certified.

Steered corporate training on CRM and I.T systems.

Successfully coordinated the process of TAPA membership.

Manned the entire process of CCTV implementation.

Senior I.T Leader Jul’07- Sep’10

Planned and implemented measures to protect the data of the company from internal and external attack.

Governed the purchase of all software, hardware and & IT supplies and ensured the company assets are maintained.

Executed IT projects and looked after their delivery & implementation in a timely manner.

CRM & Senior I.T Leader Jun’03-Jun’07

Drafted sales strategy and created product targets through identifying business opportunities, market growths and segments development.

Worked with project teams to help implement internal systems

Selected as the Best Employee for the year 2003.

Rewarded an Appreciation Letter certifying completion of 5 years in the company by the CEO.

I.T Leader & Quality Assurance Mar’02-Jun’03

Bagged the Best Station of the year award in the Quality Assurance sphere in 2003.

Responsible for identifying the gaps in the process, recommend solutions and implement them to maintain the quality standards of the company.

I.T. Coordinator Mar’00-Jan’02

Coordinating various IT requirements such as Local Area Networks & Networking Devices Administration.

Managed all hardware and software related issues in coordination with the other team members.

Prior Experience

Qarooni Information Systems, Bahrain as Software Engineer Dec’99- Feb’00

St. Thomas College, India as Computer Science Faculty (Guest Lecturer) Oct’98-Oct’99

GEmsoft Operations, India as Programmer Consultant Oct’97-Oct’99

Personal Details

Date of Birth : 19th January, 1975

Languages : English, Hindi, Malayalam, Tamil and Kannada

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