Service Delivery Manager
SmartWorld DWC LLC
Total years of experience :15 years, 6 Months
Client: Ministry of Foreign Affairs in UAE
Project:
MoFA GWAN project is a multi-million project to connect 106 UAE’s
missions around the globe over the 6 continents under one secured
WAN network through MPLS and VSAT to the main Data Center in
Abu Dhabi HQ. The project has delivered 106 branches deployed with
remote manageable infrastructure and critical services (Voice,
Data and Video) to 1000s of Diplomats and VIP users.
Responsibility:
Managing and Monitoring all vendor contracts and ensuring that all contracted services are fulfilled and delivered within the contractual
agreements.
Responsible for Service desk team and NOC operations and their performance in handling SR, Incidents and approved CRs
Providing technical support and cooperation to professional staff to ensure that all efforts follow the organization governance, Ethics and ITIL standards Ensuring that available capacity is efficient and can absorb demand on services and identify any associated risks.
Customizing and generating operational and performance review reports to the customer and managing their involvement in reference
to their interest-influence in the project.
Maintaining proper documentation, logs and updates using the
project KBMS.
Managing and controlling the scope of services delivered to the customer
Assisting as a project manager in defining the scope of new migrations throughout the planning, execution and closing of all the changes.
The Global WAN project at Ministry of Foreign Affairs is to connect all UAE embassies around the globe to the HQ in Abu Dhabi under one WAN using MPLS and VSAT advanced technologies to enhance the service, operations and communications in a secure and intelligent manner.
Responsibilities:
• Participates in developing proper documents and processes to ensure healthy and smooth operations.
• Work with external customers, consultants, IT staff and other stakeholders to refine the level of service is within the SLA.
• Support the current active built-in applications and services and recommend new solutions.
• Administrating and Managing ACS and TACACS.
• Setup and administrating corporate VPN.
• Configuring and Supporting Riverhead Steelheads, Cisco Switches, APC UPS, Cisco Call Manager CUCM and IP phones.
• Implementing and running Network Monitoring Tools PRTG and OpManager(Manage Engine)
• Creating image standards per MOFA requirements for each embassy group.
• Administrating and managing users\policies on Active directory 2010\2013
• Managing and administrating remote desktops using Microsoft SCCM/SCOM.
• Receiving and raising proactive incident and take prevention actions to ensure business continuity.
• Managing AV Symantec and ensure the integrity of users weekly backup using Symantec Backup Exec 2010.
• Ongoing monitoring and auditing security threats and violations.
• Supporting Ambassadors/Diplomatic daily basis incidents and requests and prioritize daily tasks against the SLA and Impact matric.
• Intermediary between overseas contractors for job execution.
• Providing detailed plans for functional projects execution and ensure milestones are met.
• Generate reports for service availability and incidents handling and create benchmark against previous months
• Managing Vendors and attending meetings to address all related issues.
Contracted Vendors and SPs are: Cisco, Orange, Etisalat, VSAT, Dell, Riverbed, APC Schneider, Qsat, SITA.
Working on the implementation of business and marketing strategies for the E-commerce business.
Responsibilities:
• Working on the development and initiation of the first Online tailoring business.
• Handling surveys from potential customers for quality assurance
• Implementing an Online payment gateway.
• Implementing Online sales support chat.
• Developing the social media marketing strategy and executing it.
• Managing and Administrating the Hosting server, Domain, DB and Email server.
• Enhancing website themes and continuous platform improvement.
• Managing reviews, feedback and disputes
Projects:
• Build a responsive PHP e-commerce website.
• Create a Mobile platform for Web browsers
• Build an Android and IPhone application and published on the respective apps stores.
• Setting up new Desktop/Laptop under Company standards
• Provide Security and Network team with necessary information for our projects on ground.
• Setting up Telephones/voice Mails using Call manager
• Managing users and Mailboxes using Active Directory/MS exchange 2010
• Troubleshooting remote Area Desktop/Laptops/Printers
• Patching new networks and Setting up new offices.
• Troubleshooting MAC, Win7, IPTV, Ipad, Iphones and Blackberries.
• Managing Blackberry enterprise accounts (creating, modifying and setting up new profiles)
It mainly dealt with the following tasks:
• Administrating the network user accounts and mailboxes;
• Setting up new user’s desktops, laptops and printers;
• Administering the Backup Software, Antivirus Software and maintenance of security and integrity of the network;
• Maintaining the access right for users for shared files and folders;
• Installing and configuring the Hardware and software approved by the company;
• Training users on applications;
• Communicating regularly with the company staff on all aspects of IT;
It mainly dealt with the following tasks:
• respond to requests for technical assistance in person, via phone, electronically
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• redirect problems to appropriate resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• prepare activity reports
• stay current with system information, changes and updates
• Maintaining the access right for users for shared files and folders;
• Installing and configuring the Hardware and software approved by the company;
• Creating and removing employee in E-data;
• Creating VPN smartcards for remote users;
• Maintaining Network documentation;
• Training users on applications;
• Communicating regularly with the company staff on all aspects of IT;
specialized to troubleshoot employees issue and support them with best solutions and software to perform their work. taking the responsibility of deployment softwares in laptops and prepare laptops for new employees.
responsible for the IT Support for about 20 employees.
1- GPA 80% 2- Certificate of Appreciation from Tawam Hospital in affiliation with GOHNS HOPKNS.
