IT Manager
Linnas Enterprises
Total years of experience :23 years, 4 Months
• Manage Online Stores in eBay, Amazon and Other platforms.
• Supervise all activities and product management
• Prepare reports and analyze conversion numbers
• Team Management and Progress Monitoring
• Analyze new market trends, business opportunities and market segments in global and local landscape.
• Analyze service quality and customer satisfaction.
• Define and revise order fulfilment policies and procedures.
• Develop and implement a roadmap for online store's functionality.
• Directing the activities of software developers, copywriters, and graphic designers to ensure careful adherence to predetermined strategies.
• Creating promotional offers and checking to see that these are uploaded precisely.
• Oversee or directly manage digital marketing channels across PPC, SEO, Display, affiliates and email marketing and social media
• Look after all export related matters
• Dealing with vendors, makers, banks and other agencies
• Design the Service Management and Organizational elements of the new Service as defined by the Solution Design
• Design the end-to-end support model required to manage the in-life new service
• Provide the technical training required by the company or our support teams necessary to manage the new technologies being implemented
• Ensure that the required level of Service Management testing has been undertaken to prove that the non-functional requirements have been designed appropriately. To liaise closely with other team members to ensure that known issues are recorded.
• Provide the appropriate documentation for support teams that defines the operational management of the service. To ensure that the relevant technical information, knowledge articles and call scripts are produced ahead of the handover into service.
• Define and manage the Service Management activities and acceptance criteria required to transition the project into the live environment
• Provide hyper care focus and augmented support for the Service organization, during the deployment of the solution. Ensure operational risks are identified and appropriately owned
• Managing the transition of new or changed IT Services into BAU
• Ensure all Statements of Work are agreed and signed off with Service milestones and any business changes are managed against the agreed Statement of Work
• Maintain positive relationships with key sponsors, project leaders, resources and partners
• Working with the SAP team regarding integration with GMES.
• Designed and monitored performance of the enterprise network; local and wide area networks plus VoIP systems.
• Assigned to manage vendor and supplier relationships for the purpose of resolving problems, managing services and reviewing proposals in the most expedient ways possible.
• Actively administers and manages the network, workstation operating systems, security systems, safety backups and servers related to the systems of the resort.
• Designs and develops programs and applications to support operations
• Manages a variety of complex analytical and technical assignments including providing orientation and instruction on cyber-security training, systems maintenance, and implementation of troubleshooting procedures.
• Assists Human Resources in the recruitment, testing, evaluation and selection of talent for various projects.
• Provides mentoring and leadership to staff, conducts staff performance reviews and creates individual staff development plans as needed
• Applied ITIL methodologies to introduce service and support processes facilitating communication and improved follow-up regarding IT incidents and requests.
• Responsible for building a support team that provides 24/7 global support coverage.
• Developed and implemented daily, weekly, monthly and quarterly metrics to measure team performance. Created quality plan for continual improvement efforts
• Streamlined and refined internal processes to increase efficiency.
• Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organization
• Oversaw creation and implementation of Customer-Oriented Satisfaction program, which assessed and identified strengths and weaknesses of technical support policies and procedures.
• Tasked with working across a wide range of departments, sales staff, marketing department, and Level I, II, and III technical engineers to ensure partner satisfaction.
• Worked directly with senior management to create the department's objectives.
• Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations.
• Designed and Implemented Asset and Contract database that improved asset tracking and software license tracking and usage
• Improved team efficiencies and support processes, resulting in 45% improvement in key support metrics
• Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.
• Respond to, evaluate and prioritize incoming phone calls and E-Mail requests for technical assistance from users within company or company business partners (Franchises) Experiencing problems with hardware, software, networking, computer-related issues and other web-based company applications.
• Supervised all the network switching and routing.
• Serving as sole desktop troubleshooter providing technical support to Mobilink employees.
• Assembling of computer hardware and installation of desktop and notebook computers running On Windows, Linux and MAC operating systems.
• Coordinated installation of member server, LAN cables, mounting naming faceplates accordingly and installation of network printers, outlook & LYNC support.
• Asset management is another task to perform on quarterly basis to maintain all user asset record and put It in an asset management application
• Created and maintained the IT major incident and outage report.
• Provided pre- & post- technical support. Investigated and responded to technical inquiries related to the products.
• Maintained communications for Cisco Avaya, Lync and Outlook
• Provided support through our Web Service IT Ticketing service keeping a 99.8% SLA percentage
• Maintained inventory control for all owned IT equipment on behalf of the Helpdesk Department
• Diagnosed and troubleshot problems with PCs, software, communications
• Configured and maintained all networking devices, workstations, server hardware, operating systems, and outbound/inbound calling systems.
• Provided technical support to all managers, supervisors, and QA officers involved in contact centre operations.
• Managed intricate predictive dialler system; ensured efficiency by periodically adjusting calling parameters to lower the rate of dropped calls while increasing the connectivity rate.
• Ensured the protection, security, and integrity of the company’s networks; managed user accounts, file accessibility, and backup recovery.
• Created interactive training resources including 0online tests, training modules, and behavioural leadership assessment tests.
• Conducted client-based market study to identify current needs and identify short and long-term software solutions for development.
• Contributed inputs to the Marketing Department for campaign strategy development.
• Analyse the company website and make it popular on social media platforms.
• Maintain the AdWords campaign.
• On page and Off page Optimization for the e-commerce website.
• Gained top positions in Google for all main keywords
• The traffic generated from social network has improved by 800%
• Manage the online store website and fix any bugs found.
Managing a team of IT staff. Strengthening the IT infrastructure through to implementing new technologies.
• Responsible for hardware and software installation, maintenance and repair.
• Performing routine audits of systems and software.
• Manage the IT budgets and expenditure on hardware and software.
• Developing & maintaining the company IT systems, software and databases.
• Recommending and implementing improvements and efficiencies.
• Reporting to the Chief Executive. Having excellent time management, confidentiality & communication skills.
• Having strong IT, commercial, planning and budgeting skills. Management of server software and associated backup
routines.
• Procurement of IT hardware, software and maintenance products & services.
• Writing documentation for ICT procedures, security and disaster recovery.
• Maintaining documentation of changes regarding users, functions & systems.