IT Manager Systems Lead (GUS – Global User Services)
Firmenich
Total years of experience :28 years, 4 Months
Less than a year moved to a global role based on my performance as recognition from the company. This has enabled my strengths and expertise to work and support globally as a technical pillar.
Key Responsibilities:
Define Strategies and Track Roadmaps related to MS Operating Systems and Core Applications, including Office, Adobe, and connectivity.
Implement strategies and solutions such as OSD, Automation and Desktop Management tools, including 1e, SCCM and others;
Provide technical guidance for the implementation and integration of new software and hardware;
Act as a Project Manager for technical projects related to the User Front End;
Serve as the Release & Build Manager for creation of updates to Firimage, including Win8.1, Win10, etc.
Serve as the service owner for Connected Backup, OneDrive for Business and Windows Platform
Serve as the lead Application owner for our MDM managing iOS and Android Devices
Establish and implement best practices for managing Virtual environments including VDI and Citrix.
Serve as a backup administrator for the SCCM environment and ShoreTel platforms.
Assist in defining and implementing best practices, reporting, standards and policies, system availability, and compliance.
Develop Strategies for Persona-based solutions
Participate in the troubleshooting and resolution of L3 Incidents and Requests globally;
Provide Input into the annual budget process. especially relating to strategic initiatives;
Participate in projects and implementations of new and upgraded services.
Facilitate the communication and relationship with 3rd party vendors such as Microsoft;
Participate in GUS operational activities upon request;
Participate as an application owner where appropriate.
Working with GVM - Help coordinate annual software license contract renewals based on input from SMO and GUS such as usage and costs.
Provide input in establishing standards for new hardware and software platforms, including PCs, peripherals and software.
Support productivity and efficiency improvements by reporting issues and supporting improved or new information services with a special focus on infrastructure (with IS management, local/regional IS teams);
Optimize operational costs related to systems, maintenance contracts and third parties where possible (with IS management, local/regional IS teams);
Ensure successful delivery of all IS GUS operations and projects with various collaborators (with vendors, local/regional IS teams, etc.)
Coordinate infrastructure changes (with IS Change Management & SMO).
Provide application expertise and governance for core MS enterprise technologies, collaborative applications (with 3rd parties, local/regional IS teams, etc.)
Contribute to RFP/RFI processes as needed (With IS Management Team, IS Administration, Purchasing);
Participate collaboratively in joint ticket resolution, and other operational activities (with S&S team, Business Representatives, IS Administration and Regional IS teams).
Protect critical Firmenich information assets (with user divisions, Regional IS management, and Information Security Officer/Manager).
Ensure business continuity and availability of core MS enterprise technologies, collaborative applications (with 3rd parties, Microsoft, GIO, local/regional IS teams).
Provide input as needed for the cyclical and annual budget processes including TAB, PRB
Cross train with peers to ensure continuity of services across platforms and geography.
Participate in the prevention of recurring issues and/or outages.
Provide IS Management with reports, analysis, implementation plans and proposals for performances and expenses.
Firmenich SA is a private Swiss company in the perfume and flavor business. It is the largest privately owned company in the field and ranks number two worldwide.
Highlights:
Supported the region in an efficient manner in terms of issues escalated.
Managed and participated IS projects rolled out Global User Services (GUS)
Monitored and managed the performance data center onsite to facilitate storage, management and dissemination of vital information to the IS Group.
Improved productivity through development of new and improved information services & processes focused on infrastructure
Key Responsibilities:
Delivery of infrastructure support services at local sites
Provisions end user equipment and peripherals / deliver end user equipment refresh according to established HW lifecycles
Deliver Level 2 and on occasions level 1 support for infrastructure incidents and requests at local sites (Moves, Adds, Changes) including plant automation systems (When relevant) and afterhours support (When agreed)
Act as local liaison between 3rd party support vendors and IMS responsible for hands-on activities at direction of IMS
Backup tape handling according to IMS standards
Enforce local compliance to Information Services TS&D processes, standards and policies in the “Firgulf Hub/ Firsouth, Firlagos
Protect critical Firmenich information assets (with TS&D Director, Information Security Manager)
Ensure that infrastructure changes are carried out successfully (working with TS&D Director, IS Change Management)
End-user support services
Solid line to “Firgulf Hub/ Firsouth, Firlagos " TS&D Director
Liaison to IMS and 3rd party suppliers
Adhoc Regional representative for IS Change Management
Adhoc Regional representative of Desktop Change/Release Management
Conditional member of Afterhours Support Team
The company is one of the leading construction and engineering companies in the Middle East and has undertaken major projects across United Arab Emirates, Qatar, Egypt and Jordan.
Highlights:
• Efficiently managed technology initiatives for the Khalifa Port Industrial Zone Project in Abu Dhabi.
• Monitored the performance of two data centers on to site facilitate storage, management and dissemination of vital information.
Key Responsibilities:
• Managing major technology projects of the company, following assessment of project requirements, determining appropriate technology, ensuring efficient, cost-effective and timely project delivery.
• Establishing project standards, developing project plans, master schedule/milestones and communicating the same to team members, users and other project participants.
• Formulating, reviewing and presenting requisite documents, project capability, best practice, scope definition, proposals, implementation, support services and risk mitigation.
• Administering security and access control policies to build/ maintain an IT infrastructure that delivers information in a reliable, secure, timely and cost effective manner.
• Developing/analyzing alternative approaches to system development problems and providing appropriate solutions for meeting technical needs at minimum cost, consistent with delivery dates of the project.
• Managing site helpdesk system as well as fostering clear channels of communication between internal technical teams and vendors to facilitate timely resolution of end user issues.
• Monitoring tracking and reporting project status/progress and reported to the head office. Recommending processes to improve quality and efficiency of project deliverables.
The company is one of the world’s largest liquid food packaging/processing solution and system supplier.
Joined the company as Assistant Manager - System Support, moved on upward career trajectories, to merit promotion to the position of SAP Project Manager.
Designation Chronology:
• Jan 2001 - June 2008: IT Manager/SAP Project & Service Delivery Manager
• Jan 1997- Dec 2000: Information Technology Executive
• Jul 1995 - Dec 1996: Systems Administrator
Key Projects To Credit:
• SAP Implementation
Key Responsibilities as SAP Project & Service Delivery Manager :
• Managed and coordinated assigned projects at all phases of project development lifecycle (i.e. conceptualization, development and implementation) in line with organizational policies/procedures.
• Directed and managed overall activities of the production area OFPM (Order Fulfillment Packaging Material) inclusive of MM, QM, PP, SCM and WH, to ascertain timely execution of the project within the scheduled deadline.
• Oversaw major issues pertaining to installation, configuration and maintenance of Psion Teklogix devices, VMT’s (Vehicle Mount Terminals), Witron MOB/R3 server as per the set standards. Provided technical support for integration of WITRON and SAP system.
• Analyzed technical infrastructure requirements of the projects and implemented software/hardware systems to get the real-time signals from the machines to system servers.
• Conducted Process Role Validation and accordingly drafted/finalized end user role mapping approach for all users. Provided training to end users in areas of system implementation and ascertained all training standards are adhered to.
• Fostered clear channels of communication between the local users and global team to ascertain timely resolution of end user issues.
Key Project to Credit:
• Implementation of e-Business
• State Of Art Cisco VoIP Global Solution Implementation (Cisco Unity Messaging Server, CCM (Cisco Call Manager) & 200+ Cisco VoIP phones)
• Implementation of S2S VPN connectivity between Pakistan and Singapore Data Center using ISP Service
Highlights:
• Successfully managed overall activities of two remote Data Centers encompassing 17 NT servers providing 24/7 services to more than 300 employees.
• Improved efficiency of IT processes by achieving/maintaining 99% systems availability and 98% customer satisfaction for seven years.
• Achieved cost savings of € 70 by efficiently managing the migration project for production application PAS from locally developed MicroPAS-CS with zero down time.
Key Responsibilities as IT Manager (Jan 2001 - June 2009):
• Evaluated and identified software/hardware requirements, to establish operating procedural standards, recommended IT infrastructure up-gradations, to ensure acceptable levels of security, disaster management and data recovery plans.
• Developed detailed technical program specifications, provided estimates, conducted requirement analysis, designed/planned test reviews and tracked project schedules, to deliver quality code for supporting/enhancing existing software.
• Formulated technical plans to support migration of data to Windows 2000 domain. Coordinated with Global team to support design and implementation of Windows 2003 server for Active Directory.
• Devised security policies/procedures to maintain conducive environment for users and uphold confidentiality of company information. Performed regular system checks, security audit and preventive maintenance to ensure optimum infrastructure/controlled system access.
• Ascertained compliance with organizational requirements and led on negotiations with vendors for software/hardware procurement, whilst maintaining compliance with set standards.
Key Projects to Credit:
• Design/implementation of NT 4.0 infrastructure (Head Office & Factory) and Informix database (Finance Department)
- Established Radio Modem Link between Head office and network using Cisco routers.
• MS Exchange Implementation
- Installation and configuration of Dell Servers
Key Responsibilities as Information Technology Executive & Systems Administrator (Jul 1995 - Dec 2000):
• Assumed overall responsibility for design, installation and maintenance of following systems:
- DG MV 3600 Eclipse with Operating System AOS/VS II & PacerLink as Mac Terminal Emulation
- DG MV 3600 Eclipse Server
- Epson Printers on Serial Communication
- Motorola Radio for X.25 Connection
. NT 4.0 infrastructure (Head Office & Factory)
- Informix Database (Finance Department)
• Determined appropriate technology for the LAN & WAN network focusing on interoperability of various standards and protocols associated with a converged network. Installed associated Cisco network products, switches and routers.
• Maintained network design/ server file structure and provided regular reports to the upper management to keep them abreast of operating condition of installed networks.
• Kept abreast of latest technological advancements and utilized the potentials of the same to respond to distinctive/ special needs of the organization.
Previous Professional Experience:
Jul 1993 - June 1995: Assistant Manager System Support, Tradimpex Pvt. Ltd.
• Handled an array of tasks associated with design, installation and implementation of LAN/WAN networks as per standards networking protocols.
• Provided networking solutions for Apple Macintosh/IBM environment, whilst maintaining compliance with set standards.
• Supported user applications, monitored network capacity, performance, usage and security, to tender the most cost-effective and efficient use of servers to users.
Professional Trainings: • Microsoft Certified Professional, MCP • Microsoft Certified Professional + Internet, MCP + I • Microsoft Certified Systems Engineer, MCSE • Computer Networks Theory & Practice (LUMS) • Microsoft Exchange Server 5.5 • Microsoft SQL Server 2000 Administration • Microsoft Systems Management Server 2.0 Administration • Microsoft Project 2000 • Network Concepts & Management (PIMS) • Presenting with Power (IMS) • ITIL V3 • ITIL Intermediate (Training completed) Conferences & Workshops Attended in Tetra Pak Company (1995-2010): • Growth Workshops. • Technical Project Roll Outs & Implementation Training/Workshops, Singapore, Sweden, Germany, Italy & Turkey. • Personal Development Workshops.