IT Manager - Technology & Operations
ASGC
Total years of experience :20 years, 7 Months
Planed and streamlined IT operations. Created the Technology Roadmap along with strategic planning and project leadership over systems migration, configuration, administration, upgrades and troubleshooting initiatives.
Key Contributions:
✓ Designed, developed, and deployed Remote Working/ Work From Home platform for the organization. Provided 100% user coverage for connectivity with centralized authentication and authorization. Maintained full capacity IT operations with set SLAs, providing a competitive edge to the organization, services during challenging times. Implemented contactless attendance system for the ASGC Group of companies.
✓ Negotiated and unified mobile contract for entire workforce, resulting in AED 2.6 million recurring savings over 24-month period. Automated mundane and tedious tasks of mobile billing and cost allocation. Laid out standards for fixed and wireless connectivity, providing better visibility, manageability and cost reduction in HO and site offices telecommunication expenditure.
✓ Managed Oracle ERP software contracts and renewals (US$ 3.4 million). Consolidated IT contracts, dropping inefficient and stale ones. Negotiated and finetuned contracts and service agreements (USD 2.1 million) providing 35% cost savings on operational cost.
✓ Led the legacy messaging system migration into Exchange Online. Identified and enabled users for Office 365 services. Moved the legacy on premise workloads into Azure, integrating with LOB applications (average 99.97% uptime). Supervised the move of Oracle workload/ EBS suite into Etisalat OneCloud Managed Services.
✓ Setup and implemented secure shared storage, migrating considerable amount of data and workflow into SharePoint. Devised the Unified Communication Strategy, integrated Skype and Teams with PRI lines for audio/ video conferencing system for effective communication and collaboration, reducing vast telco expenditure. Lead the GoGreen paperless initiative for digitalization and business process automation.
✓ Acted as senior leadership team member for the Digitalization & Automation steering committee. Envisioned digital roadmap along with prioritization, initiation, and execution. Developed framework for 3Cs - Communication, Change Management, and Continuity.
✓ Conducted biannual training for IT staff, educating and updating on new technology, trends, and security aspects. Organized workshops and awareness sessions for users, providing an effective and safe work environment. Lead the culture aspect of the digital transformation, which acted towards the key success.
✓ Directed the consolidation of 25 disconnected site offices’ Active Directories/ infrastructure into one central tenant. Delivered a major improvement over site connectivity/ secure VPN system that dramatically increased the visibility and productivity of remote site offices.
✓ Deployed Manage Engine centralized ServiceDesk with Desktop Central administration console. Enabled simple IT service request and issue reporting interface for users, along with flexible tools for IT admins to service and resolve the issues. Setup OpManager NOC to monitor and log all core components of the network.
✓ Provisioned 24/7 Security Operations Center with Fortinet Security Information & Event Management and MS Cloud Access Security Broker integration. Introduced vulnerability management, detection and response system utilizing Qualys and Tenable Nessus software solutions which greatly enhanced the security posture.
Works as a Technical Consultant to discover, assess, design and deploy local data center and cloud solutions for clients. Provide consulting and produce blueprints for information system upgrades and hybrid integrations. Conduct requirement analysis and feasibility study to assess project objectives and align in with project deliverables. Evaluate, pilot and deploy auditing and security solutions to match policy requirements.
Key Contributions:
Planned and executed the messaging system migration of Fortune 500 Global company’s MENA region offices into Office 365. Phased out local data centers and consolidated servers in MS Azure platform for directory services, authentication and service provision.
Designed and deployed Hybrid cloud disaster recovery site for major Oil and Gas Corporation. Conducted simulations and drills for disaster; monitoring set RPO and RTO objectives are met. Prepared the replication for DR site with co-ordination, orchestration and site health checks.
Planned and implemented client’s move into the virtualization technology. Reduced capital expenses through server consolidation and operating costs by automation. Optimized system availability (average 99.97% uptime) and equipped company with scalable systems to support fast business growth.
Developed backup strategy for major maritime, automobile clients; prepared retention and rotation policies for data. Setup high availability for mission critical services and servers utilizing SaaS, IaaS and PaaS solutions available in cloud infrastructure.
Deployed central service desk support system for organization with multiple branch offices and enabled remote support tools. Implemented ITIL framework for IT Service Management that resulted in 45% improvement in overall response time, resolution and operation.
Planed and streamlined IT operations. Created the Technology Roadmap along with strategic planning and project leadership over systems migration, configuration, administration, upgrades and troubleshooting initiatives.
Key Contributions:
Directed the implementation, performance tuning and upgrade of Windows Server 2012R2 and Exchange Server 2013 environment for client’s global operations. Delivered a major improvement over secure VPN system that dramatically increased the productivity of remote sales force.
Interconnected branch offices spread throughout different continents, setup secure shared storage, video conferencing system for effective sharing and collaboration. Introduced and installed IP PBX and messaging system that enabled to achieve 80% reduction on telephone and communication charges.
Utilized robust open source business/ IT solutions in contact center operations and customer relationship management. Setup network traffic/packet filters, monitoring/reporting servers to tighten security. Reduced considerable amount of cost in software purchase and licensing costs.
Provided Windows Server/Desktop administration, network (LAN/WAN/VPN) administration, VMware vSphere Server administration and access/security monitoring. Also managed messaging/voice/telephony servers, AD/DHCP/DNS, wireless access points and load balancers. Designed and implemented high availability (HA) and disaster recovery (DR) solutions for the company which housed 1000+ users.
Key Contributions:
Directed the migration of legacy Windows Servers into Windows Server 2008/2012 platforms and Exchange Server 2007 into Exchange Server 2010. Produced Disaster Recovery plan for the IT infrastructure and administered server backups using Symantec Backup Exec. Evaluated and reconfigured company’s storage setup, moving to SAN disk space for robust, scalable solution.
Configured and audited IT Systems to meet Payment Card Industry Data Security Standard (PCI DSS). Maintained firewall, access control lists, user permissions and security certificates. Setup secure email using Transmission Layer Security (TLS) and Outlook Web App (OWA).
Planning and implementation of IT infrastructure/ software projects in the offices within the framework of organization wide IT policies and procedures.
Duties :
• Planning and implementation of intranet, IT equipment and multi-functional devices
• Liaison between the business and IT department to assess and provide appropriate IT services to the users
• Performing routine audits of systems and software
• Management of server software and associated backup routines
• Configuring and maintaining File, Mail and FTP servers
• Setting up remote access and firewall policies
Providing network solutions for the client requirements and conducting product, service demonstrations. Preparing service bonds, infrastructure upgrade quotes for the clients.
Duties:
• Meeting with the clients for projects and proposals
• Creating blueprints of network plans and producing quotations
• Installing and configuring network hardware, servers, plotters and multi-functional shared devices
• Promoting and building product value for computer and audio visual equipment
In charge for the technical division and training of new technical staff. Maintaining technical equipment, logs and RMA queries.
Duties:
• Supervising software/hardware installations are carried out as per company standards and requirements
• Handling service issues for corporate and government clients
• Testing and evaluating new technologies
• Planning backup and disaster recovery for internal organization and external clients
Providing assistance for the America Online services through live chat, email and phone. Managing the centralized online database and updating. Making outbound calls for Primus Telecommunication providing and promoting services.
Duties:
• Engaging in live communication to provide customer support
• Remotely managing customer order processing systems
• Providing support and promoting product and services
• Generating logs and day reports for daily activity
BSc (Hons) Digital Forensics University of Portsmouth, Portsmouth UK (2010 - 2011)
International Advanced Diploma in Computer Studies International Diploma in Computer Studies National Computing Centre, NCC UK (2008 - 2009)
GCE Advanced Level / GCE Ordinary Level Royal College, Colombo-7 (1992 - 2000)