IT Delivery Manager
A+ Mobile Techs
Total years of experience :11 years, 7 months
• IT Infrastructure side as it pertains to managing work orders for installing and maintaining the hardware components of a network, with expertise in low-voltage cabling, fiber/copper, routers/switches/patch panels/WAPs, racks, MDF/IDF, camera systems/DVR/NVR
• LAN/WAN infrastructure (fiber/copper cabling, MDF/IDF, Switches/Patch Panels, MDF/IDF/WAPs)
• Field experience in the network infrastructure
• Dealing directly with clients and managing IT projects from creation through delivery
• Experience with managing support team members as a leader and decision-maker
• Hardware/infrastructure onsite IT support, fiber, copper cable, switches, routers, racks, WAPs, Cameras, MDF/IDF, low-voltage cabling components such as jacks, Rj45s, faceplates, conduit
• O365 suite (Outlook/Excel/Word perhaps even ppt)
• Installation of Drivers, Software and Antivirus.
• Creating and maintaining Case Tickets in various ticketing tools like HPSM and EBS-oracle based.
• Maintaining SLA and follow-up with other superior teams for solution.
• Support users on Active Directory issues like Password Reset, account locked.
• Access related issues.
• Installation of Citrix services and configuration of Citrix applications.
• Installation of SAP-GUI and configuration of SAP Applications.
• Installation of VPNs and configuration.
• Configuring and troubleshooting Microsoft Outlook on Client System.
• Maintaining active directory and group user policy.
• Monitoring Backup System & Servers.
• Handling 35+ users in base office, 7+ users in warehouse, and 30 computers on rig sites.
• Maintaining List of all Computers & Laptops user names passwords, Team Viewer Ids, Port Numbers etc.
• Resolving minor and major issues using team viewer Remote desktop support software.
• Maintaining inventory of all desktops, servers, printers, Xerox machines & Blackberry devices
• Provide Technical support and solutions to Aramco customers in IPhone projects. As a Team Leader develop Customer Service Engineers for providing exceptional level of service as required by current and potential customers.
• To efficiently allocate incoming IPhone requests through SAP to the team, prioritizing actions and monitoring team resource so that customer deadlines are met.
• To work with the Customer Relationship as a Team leader to implement service delivery requirements.
• Provide proper guidance to Install Aramco Profile in his IPhone if customer needs.
• Provide training to the team if it’s necessary.
• Coordinate with internal and external customers as necessary
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
• Check the reports Daily basis.
• Help keep the team focused and on track
• Provide status reporting of team activities against the program plan or schedule
• Keep the project manager and product committee informed of task accomplishment, issues and status
• Escalate issues which cannot be resolved by the team
• Handle customer queries as per target response time and maintain complete customer record.
• Provide guidance and training resident and other junior support engineers.
• Interact with customer senior management and technical team on operational and service level queries.
• To compile reports on SLA targets, numbers and types of request, communicating findings to the Project Manager and to respond to any further requests for data that are required for analysis.
• Bachelor of Technology (Computer Science & Engineering) (2007 - 2010) JNTU - JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY ACADEMIC COURSES: Computer Networks, Software Engineering, Advanced Computer Architecture, Computer Organization, C, C++, Object Oriented Programming using java, Compiler Designing, Computer Graphics, Data Base Management System, Information Security, Network Programming.