CV, Experienced IT Manager Targeting Canada, India

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Serial No: 41871

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Skills keywords: incident management, change management, problem management, service management, it service management

Current location:  Doha, Qatar - View on map

Nationality: Indian

Spoken languages: english, Hindi, Tamil

Personal Summary

A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve or more. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently. Now looking forward to a making a significant contribution as a team leader with a company that offers a genuine opportunity for progression.

Core Competencies

• Proven ability to manage through others.
  
• Strong decision making and problem solving skills.
  
• Able to motivate and lead others in a team environment.
  
• Excellent communication skills, both written and verbal.
  
• An ability to build rapport and trust quickly with work colleagues.
  
• Able to prioritize tasks and workloads in order of importance.
• 
  Track record of delivering results with deadlines.

Work Experience

Sep, 2014 – Till Present
Hawazan Trading Company – Doha, Qatar

Manager – IT –

Hawazan Trading Company is front line dealers in Land Cruiser Parts.

• 
  Ensure Windows Server 2008 R2 which contains the Oracle 6i backend is functioning properly.
• 
  Monitor Client Machines on the network.
• 
  Monitor the Server and Backup in frequent intervals.
• 
  Ensure two more branches which are connected via VPN are working properly.
• 
  Retrieve the data for making reports.
• 
  Checking the stock status.
• 
  Generating the Daily Report and Monthly Reports.
• 
  Preparing Order for Consignment
• 
  Prepare roster for the Team.
• 
  IIS Administration 6.0
• 
  Staffing (Passport Verification and Recruiting)

Aug, 2009 till Dec, 2013
Accenture Services PVT Ltd – Bangalore

Incident & Change Manager –

Ensuring that staffs are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.

Duties

•  Preparing daily workloads for staff & coordinating the daily allocation of work.
•  Motivating the team to achieve high standards and KPI targets.
•  Handling new client enquiries and acting as the face of the business.
•  Dealing with and resolving problems and issues which arise.
•  Mentoring and training up junior and new staff.
•  Monitoring & reporting on standards & performance targets.
•  Arranging & chairing weekly team meetings, focusing on targets, SLA & achievements.
•  Implementing new initiatives.
•  Take escalations when required.
•  Involved in the recruitment of new staff.
•  Praise team members and creates a positive working environment.
•  Ensuring all administrative and IT records are entered and updated correctly.
•  Providing prompt and accurate information on individual performance.
•  Discuss KPI with Team and Lead in Meetings.
•  Involve in Bridge if required.
•  Pass important communications to all when received by Lead or L3.
•  Extracting Data from Server if required by any lead for Analysis.
•  Preparing Roster.
•  Maintaining Escalation Matrix.

Reports

• Bi-Hourly Report – Make sure Team sends once in two hours critical Incidents List in Excel Format to complete Entity.

This report contains Critical Active Incidents and other incidents with SLA and Priority.

This report is extracted from BMC Remedy. Check if the team is using the most recent queries on server.

• Incident Report – See that All Incidents with respect to priorities are sent to respective

Teams for analysis.

• Change Report – Publish Change report to complete Entity and inform them about the active Changes that require attention and weekend changes.

Clients

• Sanofi Pharmaceutical Company

2008-2009
JP Morgan Chase – Bangalore

Lotus Notes Dominos Specialist –

(Inbound)

Duties

• Complete Lotus Notes Support.

• Tracking AHT and Listening to the calls for Quality.

• Providing Solutions to Agents.

2005-2008
Dell International Services PVT Ltd – Bangalore

Resolution Expert –

(Inbound and Outbound)

Duties

• Desktop Support – Window XP, Window NT, Windows 98 (Installation and

Configuration).

• McAfee Antivirus Installation and Configuration.

• Taking Escalation.

• Office Installation

• Hard Disk Diagnostics

• Laptop Support – Configuring Internet and Wireless in Broadband and

Wireless.

• Installing Windows 7, Windows XP

2004-2005
AOL Online India Private Limited – Bangalore

Sr. Associate –

(Inbound)

Duties

• Installation of AOL Voice Software

• Configuring Dial up and Broadband.

NIIT Limited. – Mettur Dam (Tamilnadu)

Team Lead – 2001-2004

Duties

• Managing Sales.

• Training Staffs

• Managing Center software’s

• Installing Windows NT, Linux and SQL Server 7.0.

• Imparting Education.

• Attend Franchise Owners Meeting

• Organize Shows and Demos for public to educate about the technologies

• Administer Linux 7.1 Server

• Administer MSSQL Server

• Discuss Targets with Front Office Staff.

• Train the new staffs as per curriculum

• Keep Monitoring Lab and LAN Server.

2000-2001

NIIT Limited. – Salem (Tamilnadu)

Team Lead –

• Advance Java Delivery Lead.

• VB 6.0 Trainer.

• VC++ Trainer.

• Faculties Head.

• Coordinating with Front Office Staffs to formulate the batches.

• Prepare the Batch and Register for Faculty.

1999-2000
NIIT Limited. – Tirupati (Andhra Pradesh)

Team Lead –

• Managed the Centre Operations.

• Coordinating with Front Office Staffs to formulate the batches.

• Prepare the Batch and Register for Faculty.

• Mentor for New Faculties sent by Hyderabad.

• Keep an eye on MSSQL Server, LAN Server and Unix Server.

• Ask the Faculties to produce reports of their batches in meeting.

• Conduct Presentation for all the Students.

1998-1999
NIIT Limited. – Ambattur (Chennai)

Machine Room Coordinator –

• Installing SCO Unix 10.0

• Windows NT Server 4.0 and Installing Windows NT 3.5 Client Installations.

• Assisting in Projects

• Installing LAN

• Installing Sybase and configuring Client and Front Ends

• Coordinating Students on C, C++ and Java.

Key Skills

• Windows NT Server
• Operating Systems 4.0, Windows NT Workstation 3.5, Windows 2000 professional, Windows XP, Linux 7.1, Sco Unix Release 10.0.
• Office Office 2007
• Languages Basic , Pascal, C, C++, HTML, VB, VC++, Java 2.0, Foxpro 2.5 and 2.6
• Oracle 9i, MS SQL Server 7.0 , Sybase Back End Release 10.0, Microsoft Access
• Scripts VB And Java Script
• Administration Novell Netware, NT, Workstation, Unix and
• Linux and MS SQL Server 7.0
• Topology Setup
• Local Area Network (Bus and star Topology)

Education

1996-1998
GNIIT (Graduate from NIIT) Ambattur,

Chennai.

1994-1996
MDSE (Masters Diploma in Software

Engineering) NICT, Avadi, Chennai.

1990-1994

B Com Government Arts College,Ooty

1989-1990
High School Certificate Kendriya

Vidyalaya RK Puram Sector II New Delhi.