Professional Profile
A customer focused ITIL qualified professional with 10 years’ of experience specializing in IT service management and business process improvement. I have managed the big budge project and delivered an extraordinary result and implemented POC. I am a dedicated individual with a strong academic background holding an excellent professional attitude. Possess a proven ability to assist with the day-to-day running of an IT projects and its challenges. In my professional experience, I have been known as a bold and determined employee who completes any given task with perfection.
Technical Skill/Certifications
ITIL Foundation Certified in ITSM.
PMP fully trained.
ASC Authorized Symantec Consultant- Data Protection.
STS Symantec Technical Specialist- Netbackup 7.5 for Windows/Unix.
ZERTO Certified Professional for Cloud DR & Virtual replication.
Evault Cloud Backup Solution and Recovery Specialist.
Data Center management
Working knowledge of SuSe Linux.
VMware Specialist VCP
Microsoft MCP windows 2008 & 2012.
Data Center Disaster recovery specialist.
Well conversant with ISO standards.
Education
MSc Management Information System
University of Surrey
Sept 2006 – April 2008
BA (Hons) Business Studies with BIS
Middlesex University, London UK
Sept 2002 – June 2006
Employment History
July 2014 – Ongoing
Head, IT & Data Production
GfK Middle East Riyadh, KSA
Working for the world fourth largest research company in the world to deliver the first TAM (TV Audience Measurement) project in Saudi Arab.
Delivered a startup project for TVAM (TV Audience Measurement) in Riyadh Office with estimated IT budget of SAR 3.5 million.
Build/Design a new data center for the project to host the servers and Satellite dishes for the requirement of the project in two cities.
Design the IT infrastructure for the TVAM project to integrate with the household data receiving through data SIM cards.
Leading the team of data production and Quality control for the day to day management of data received.
Managed 24/7 online system for the devices to be always connected and sending data to servers hosted in data center.
Maintaining the daily quality control checks on the data delivery and checking approx. 2000 devices are connected and sending data.
Manage and configure the TV channels broadcast in Saudi Arab over the different type of Dishes.
Establish a connectivity with Head office in Germany for the shared resources and global support.
Responsible for the day-to-day management of a project’s production and non-production environments, including maintaining stable environment, configurations to support project development/testing efforts and ensuring that environment capabilities meet project demands.
Supervise the whole project with IT infrastructure, networking and liaising with colleagues in Germany.
Organize training for the teams to develop the skill in the software and hardware of TAM project.
Provide technology direction so that project services are highly available, efficient, and operable with acceptable performance.
Responsible for providing business critical technical support to functional divisions.
Plan, coordinate and negotiate with vendors for procurement of Network, IT Infrastructure, Application Support, Communication Hardware and other peripherals.
Planning yearly IT budget with the alignment of Project budget.
Develop short and long-term IT strategy, roadmaps, guidelines and policies in coordination with the GfK global IT team.
July 2012 – May 2014
IT Infrastructure Consultant/Manager
Advance Vision Co. Jeddah, Saudi Arabia
Consolidated Help-Desk project: Identified help desk function gaps; established processes for trouble ticket resolution reducing customer turnaround time from 5 days to 24 hours.
Equipment Refresh & Upgrade projects: Refreshed 3000 PCs in a six month period & planned, prioritized and procured new network communication suites.
Coordinated all aspects of equipment maintenance, including planning, cost estimation, and scheduling for upgrades, refurbishments, help desk functions, IT Operations, Command and Control Systems, telecom systems, maintained IT budgets, conducted information management, and procured systems.
Successfully delivered the projects for backup solution across the company and custom application software for department as per business requirements.
Implement SLAs between IT department and business unit including all sites on the basis of ITIL.
Manage comprehensive solutions and constant software and process improvement.
Plan, prioritize and shortlist the IT projects (architecture, applications, infrastructure) in coordination with various functions to ensure that the business technological needs are met in line with the objectives and set targets.
Monitor daily operations on datacenter servers including critical server and resolve any issue occurred.
Solve business needs with technology by evaluating different technology options and vendor products.
Provide guidance to subordinate regarding complex hardware and software issues.
Trouble shooting network related problems and maintaining the connectivity at all times.
Manage servers and routine audit on internal datacenter. Ensure data protection by periodically testing data restore and disaster recovery.
Provide IT support to all projects and manage daily operations for IT service requests from all projects.
Maintain ISO standards 9001, 20000 & 27000 for IT departments in company.
Generate, monitor and circulate MIS on functional performance to the senior management team on a weekly/monthly or ad-hoc basis.
Control operational budgets and expenditures related to IT department.
Evaluate and verify employees’ performance through the review of completed assignments and promote them accordingly.
July 2010 – June 2012
Senior Technical Consultant
DCG Group Ltd Bracknell, England
Working as a Backups solution architecture for Symantec Netbackup and Evault cloud backup.
Managed a team of 10 personnel in Network operation Center works around 24×7 supports environment.
Responsible for the customer’s Backup environment, including monitoring, policy management, tape management, incident and problem management.
Dealing with change request for customers Netbackup environment.
Manage and maintain the performance of network traffic, working under network operation centre (NOC), liaise with 3rd line engineers to resolve any issues.
Perform installation, configuration and provide support for Netbackup and i365 E-Vault.
Implemented Cloud backup solution by using E-vault for small medium sized companies with replication and provide online support.
Installation and building of servers and network equipments. Upgrade application and OS as per required.
Review the existing backup architecture, policies, and operational considerations and current usage of storage technology.
Fault identification on systems and network, escalation of the issues and liaising with 3rd party suppliers.
Provide 2nd/3rd line support services and remote technical support for customers as per processes and customer SLAs. Also report overnight failures to customer and to resolve them according to priority level.
Management of daily Media tapes (tape ejection and inventory) and dealing with tape libraries issues.
Logging of failures, change requests and incidents in the heat system (incident logging system) and complying within the SLAs.
Produce weekly volume statistic reports through OpsCenter for the clients of data having backup details of individual servers include ad hoc reports as per business requirements.
Conduct regular DR for customers in order to ensure reliable operation.
Involve in the planning, approval, and implementation of approved Change Management requests.
Handling of various requests from clients including data restore, data archive and ad hoc data backup.
Development of knowledge and skills in network and system administration, particularly with regard to Symantec Backup architecture and platforms.
May 2010 – June 2011
NOC Operation Analyst
DCG Group Ltd Bracknell, England
Manage and maintain the performance of network traffic, working under Network Operation Centre (NOC), liaise with 3rd line engineers to resolve any issues.
Responsible for the Shift operation end-to-end and shift handover.
Leading the NOC 1st Line shift team ensuring all tasks and duties are completed.
Manage and maintains daily shift report during the Shift.
Managing the Exponential incident queue and driving incident resolution.
Responsible for ensuring incidents are progressed and updated accordingly during my shift.
Working as an escalation point to first line for major incident.
Troubleshooting customer technical faults and driving fault resolution.
Responsible for escalating if needed to 3rd line/vendor supplier and NOC manager when required.
Provide Daily/Weekly shift reports to NOC Manager at the end of shifts.
Responsible for administrative duties including filling monitoring sheets and logs.
Managing and maintaining Technical Documents/Procedures for the first Line.
Participation in 24×7 call-out Rota.
April 2008 – April 2010
Database & Records Analys
Audata Ltd (Pfizer Inc) Surrey, England
Responsible for all MS-Access databases maintenance, generate reports for clients and also for various ad-hoc projects.
Consistently check the quality and the integrity of data held is maintained to the highest standard. Including Ms-Access database housekeeping, records maintenance, keeping the backups of databases report to technical department if any problems.
Involved in writing database configuration documents and guidelines for team members and also for clients.
Perform all duties according to the ethical and quality standards and policies of Audata Ltd, according to European business practice, and according to the standards of any relevant professional bodies.
Ensure that the quality of the information managed is not compromised by any Audata actions; carry out actions to continually improve the quality of information for the client.
Manage various operational database systems and ensuring that all databases are efficient to records management process across all departments.
Proactively approach service users and others to identify any unmet needs or any gaps or failings in the service, and bring these to the attention of Team Leader.
Learn and use software to index, find and track records called PRAISe(Pfizer Record And Information System). Also trained for Spontaneous Adverse Events reporting, Filing management and naming convention to meet the day to day requirements.
Receive client requests for service by email, phone, or face to face; and respond professionally and quickly.
Train Pfizer staff to use PRAISe; also train staff in general information management techniques like File management, Naming convention etc. Deal with staff, face to face, by phone and by email.
Assist Pfizer staff to index records; to find records; to use the records management software.
Assure the quality of the records operation: validate box contents, track boxes and records, investigate discrepancies.
Be familiar with the Service Level Agreement (SLA) for the Pfizer and make sure that the service meets or exceeds the SLA.
Oct 2007 – April 2008
Data Processor/Analyst
Mouchel Parkman Surrey, England
Analyze data from technical drawings and added it to Highway Agency Geotechnical Data Management System.
Digitization of maps and generating data using a GPS; Use of Autodesk Map-guide to optimize spatial data management.
Liaised with geo-technical engineers to upgrade and update Highway Agency Geotechnical Data Management System on the M25.
Develop reports with complete details of work orders and upload to system.
Develop budget reports for costing analysis of all work orders.
Potentially using MS-Excel, MS-Word for reporting and Central Highway Agency database system to upload all files.
Involved in all related task with processing data and report to supervisor.
Also held various administrator duties to perform day to day task.
