Gloria Deepak

Identifying and capture Enterprise and BU project demands and manage
relationship with Corporate IT. Delivery of XaaS solutions, collaborate with third-party suppliers for incident
resolution, project management, problem management. Being key infrastructure project management team in MEA, successfully
completed operational technology projects in security, cloud and application
on time and under budget which significantly reduced OT cost to organization. Migrate existing infrastructure services to cloud-based solutions and
administration of Azure services to meet the needs of the organization. Responsible to manage the incidents/requests in Service desk tool and close
them meeting the agreed SLA in coordination with regional-global teams. Managed all facilities and users in Abu Dhabi locally. Spearheaded and facilitated regional brainstorming sessions to generate
innovative ideas. Collaborated in a multicultural global team of experts to
deliver common goal of latest and most innovative deliverables.

Led infrastructure, system migration and application integration projects within the organization.
•Engaged with all levels of users to understand their requirements and collect feedback to add value to the service delivery and improve user acceptance.
•Produced project definitions to include validated functional requirements, scope, roles, responsibilities, budgets, timescales and resources.
•Planned the resource requirement for acquisition based on project plan and ensured that all milestones are achieved within the agreed timeframes.
•Adopted modern collaboration concepts and tools in managing, communicating and reporting project activities.
•Liaised with external IT consultants and other third party contractors to ensure that the projects achieve the milestones and the completion.
•Performed Change control and configuration management.
•Implemented innovative processes for problem management that led to efficient repatriation from major incidents and early service recovery.
•Managed the security policies, group permissions, file permissions and take part in the periodical audit process to ensure the data integrity of the resources supported by the department.
•Enhanced the team internal adherence to the ITIL frameworks & deliverables, reviewed and recommended ITIL process improvements
•Prepared performance & quality metrics to track progress & improve processes.
•Resolved support calls on service desk environment on software, hardware, application and network meeting SLAs.

• Executed ITIL implementation project on ALDAR service desk that supported over 2000 users across 15 locations and approx. 45 IT staff.
• Worked with the Change Manager to develop and document IT Service Management policies, processes, and procedures based on ITIL best practices.
• Analyzed and designed service management processes, research and present best practices, and drive for continuous improvements
• Managed periodical reporting of incidents and problems in review meetings by providing data metrics to management.
• Assisted in the execution of the problem management life cycle and recording the known error data, working closely with the continual service improvement team and shared with appropriate stakeholder and resolver groups.
• Accomplished project to reduce ISP spending by tracing the under / unutilized telecom and network ISP accounts and saved several hundred thousand of dirhams in monthly rental payments.
• Completed HQ relocation project of smooth transition to new location with minimal disruption in operation.
• Led project for Windows 7 migration with customized software hardened MS Win 7 image in the environment.
• Coordinated with service delivery activities in the team and mentored the team on the processes & procedures.
• Administered Active Directory, MS Exchange and other servers.
• Resolved support calls on service desk environment on software, hardware, application and network meeting SLAs.

as SPOC for all ICT related issues, projects and requirements.
•Successfully recovered server room and secured the network infrastructure from disastrous accident.
•Formalized IT service request and tracked the work orders.
•Administered servers and access rights and ensured only appropriate levels of access to resources & e-mails accounts.
•Managed Cisco Switches, Routers, Access Points, Avaya VoIP Telephone System and Sonic Firewall & VPN connections.
•Drafted monthly reports on IT infrastructure usage and executed operational improvement initiatives.
•Explored IT necessities of firm, recommended additions & initiated implementation on management approval.
•Managed back-up and restoration of data & mail management system.

Point of contact for any technical faults and responsible to close the service call upon final call. Optimizations of IT infrastructure and responsible for overseeing IT requirement and reporting it to management with resolution plans.
•Deploying and installing security patches from Microsoft and other vendors.
•Administer and monitor wireless networks and ensuring their security and efficiency.
•Planning disaster recovery techniques for the IT environment
•Monitor the network to increase the efficiency and to meet the demanding business requirement. Monitor system performance, report any irregularities and take measures to rectify
•Deploying and installing security patches from Microsoft and other vendors.
•Imparting training for new users or new services introduced and author literature for employee reference.