Mohammed Abdul Majid Khan

IT Manager at Oracle Corp

• Egypt
• June 2007 to May 2013

Managed 25 member Service Desk and Desktop Support team supporting 120, 000 Oracle employees
worldwide with an average of 1500 tickets per day. Responsible for day-to-day operations for APAC region.
 Conceptualized and implemented Remote Desktop service globally for faster resolution.
 Supervised Unix Tier one staff (10 members) located in Chile, Mexico, Egypt, Canada and USA.
 Managed Desktop Support to a user base of about 28, 000 maintaining 80% first-level resolution.
 Delivered more than $1 million in cost savings through automation and system improvements.
 Spearheaded transformation of Service Desk from a monolithic IT support structure to a tier-based support
system and effectively implemented ITIL best practices to improve staff productivity.
 Identified and investigated discrepancies in Incident Management Tier 1/2 process resulting in correct
categorization of incidents and requests.
 Partnered with Service Quality Team group to move the customer satisfaction score for my group from 60%
to 85%, which is significantly above near shore metric.
 Designed and implemented Employee Reward and Recognition Program.
 Standardized hardware platform to have one software image for each platform.
 Increased Customer Satisfaction rating from 3.5 to 4.8 out of 5 points.
 Served as key representative to interface with client management for all implementations and on-going
account activities.
 Managed incidents and changes and ensured that they are handled as per the ITIL defined best practices
for IT Service Management achieving more than 90% of SLA.
 Involved in Community Service as part of my role with the company.

Manager IT Operations at Deloitte & Touché

• Qatar
• June 2004 to March 2007

Team Lead - Technical Support at Accenture

• United Arab Emirates
• April 2003 to June 2004

Technical Support Supervisor at Dell

• United Arab Emirates
• August 2002 to May 2003

System Administrator at M’Track Solutions

• July 1997 to November 2000