Senior IT Service Delivery Manager IMEA
APCO Worldwide
Total des années d'expérience :12 years, 2 Mois
Responsible for the overall IT operations for MENA & India offices of APCO (Dubai, Abu Dhabi, Riyadh, Bahrain, Delhi, Mumbai) and managing a team who provide support to worldwide offices from Dubai.
Manage and coach a team of 5 L1& L2 IT support engineers
Managing the entire IT Operations, procurement and maintaining the IT infrastructure
Drive continuous improvement for ITSM (IT Service Management)
Developed and implemented all IT policies, procedures and maintain account management cycle & user guides
Established and managed to budget comprising ongoing operations and upgrades to systems
Maintained quality of service by establishing and managing to organizational standards
Maintaining the IT infrastructure each site by periodic site visits and Orion health monitoring
Managed IT staff, including hiring, training, conflict resolution, performance coaching and talent management
Oversaw provision of end-user services, including help desk and technical support services
Managing software updates push to windows machines via SCCM & Casper JMAF for OSX machines.
Extensive knowledge and experience in Office 365 Administration & Exchange Online
Conferencing platforms: Zoom, Skype for business, Lync, Polycom, zoom rooms and Carousel bridge.
Network monitoring & server application monitoring via SolarWinds Orion & SCOM
IT helpdesk ticketing management via BMC Trackit & Freshservice
Effective utilization of IT staff resources via MS Planner, teams and StaffHub
Mobile Device management (MDM) via MS Intune & Cisco Meraki
Managing company corporate communication platforms: Workplace & MS Yammer
Managing user identity by OneLogin access and identity management system
Responsible for the installation, administration, and monitoring of Windows Servers across the group and AD administration
Managing company data and collaboration via BOX cloud storage solution
Experience with remote support tools like LogMeIn, TeamViewer & SCCM Remote control
Providing end user Training
Expert in Windows 7, 8.1 and windows 10 administration
Windows server 2012r2, 2016 administration
Implementing and monitoring the management information systems policies and controls to ensure data accuracy, security, and legal, and regulatory compliance
Establish and maintain strong, strategic partnerships with vendors and service suppliers
Participate in IT strategic planning and lead for project planning and annual budget planning both for CAPEX and OPEX for own section requirements to cater for organization business needs.
Develop and enforce security guidelines for database, system and email access across the organization
Project involved:
Domain Migration (Europe, Asia and Americas region)
Washington DC infrastructure setup and end user training (5 months project)
Office 365 user mailbox Migration (Europe, Asia & America)
Zoom conferencing system integration & End user Training (MENA & Europe Offices)
Microsoft Multifactor authentication end user setup
Workplace by Facebook Integration & End user training
Polycom conferencing system integration across the offices
Data Migration from File server to BOX Enterprise
New office setup lead & support (Dubai, New Delhi, Brussels, Washington DC, Paris, Riyadh, Bahrain)
Provide local Support in IT for Washington DC, Paris, Brussels, Berlin, Rome, New Delhi & Mumbai office for software & hardware upgrade
OneLogin MFA Rollout worldwide offices
Microsoft Intune MDM implementation
Microsoft windows server management and Administration (2003, 2008R2 and 2012)
Managing Active Directory (Domain controller), DHCP, DNS
Managing and Maintaining Exchange Server environment (Microsoft exchange server 2010)
Ensuring proper load balance of Hub Transports (CAS) through NLB
Ensuring the health of DAG (Database Availability Groups) to achieve consistency.
Print service management, printer sharing across network, printer pooling and printer log report management
File Server Resource management, file screening and quota management
Implementation of group policy across the network for printers and file server
Hyper -V installation and Virtual Machine Management
Symantec Backup Exe, Mailstore backup and Logmein backup solution administration
Disaster Recovery- File Server Replication, DFS Replication
Microsoft Lync server 2010 and Lync Edge Server administration
Blackberry server Administration, Email management on IPhone & windows Phone
Responsible for day to day IT operations of the company including user and machine management, OS deployment, (build and capture), troubleshooting and support for desktop applications, telecom’s, LAN maintenance, patch management, ensuring adherence to company IT policy, help and advice
Remote support to over 450 users across the Middle East and Australia, and external clients through LogMeIn, Microsoft Lync 2010, RDP and Team viewer
Maintains passwords, data integrity and file system security for the desktop environment.
To monitor adherence to the company’s IT policy and report any violations to the reporting manager immediately.
To monitor network traffic, ensuring that only authorized software/hardware is being used and that all security programs/mechanisms are working at all times and updated regularly
Diagnose and troubleshoot technical issues, and maintain network including account setup and network configuration. Also maintains logs of all issues and troubleshoots.
Provides staff orientation /training and ensures optimum system use
Manage relationships with IT and other contractors and vendors.
Develops and document technical knowledge in the form of notes, manuals and IT Policies.
Updating virus definitions, service packs and software patches in place of minimize security incidents.
Provide a courteous, professional, efficient and flexible service at all times, following the company’s Standards of Performance
Coordination of ad-hoc IT projects
Maintaining Exchange Server 2003, mail clients. (MS Outlook client)
Establish strong client support relationships with strategic business customers and assist them in all issues.
Implement IT strategy and Ensures that future technology investments are captured in both short- and long-term planning
Responsible for maintaining and updating all key information pertaining to the IT department operations using a help desk system
Asset Management - responsible for managing and tracking all IT Assets.
MASTER OF INFORMATION TECHNOLOGY MANAGEMENT (MITM) FROM UNIVERSITY OF WOLLONGONG IN DUBAI (UOWD). HUMAN COMPUTER INTERACTION, IT STRATEGIC PLANNING, BUSINESS ONLINE, SECURITY RISK MANAGEMENT & CONTROL IN E-COMMERCE, MANAGING PEOPLE IN ORGANIZATIONS, ECONOMIC ANALYSIS OF BUSINESS, EMERGING TOPIC IN IT
1. NCC “A” certificate holder under the authority of Ministry of Defence India. 2. Completed a course titled “Certificate Developing Enterprise Application and Web Services Using J2EE Technologies” from NIIT with 78%. 3. Member of ISTE(Indian Society for Technical Education).