Advisor, Service Excellence
Alinma Bank
Total years of experience :25 years, 3 Months
- Working with cross-functional IT teams to design, develop, and integrate IT processes & procedures utilizing best practices & industry standard frameworks.
- Conducting Process maturity assessments and Identifying areas of improvement in existing processes and instigating process improvement initiatives such as Process Re-Engineering
- Defining, collecting and analyzing operational metrics and KPIs in assessing process performance levels.
- Significantly improved Quality Awareness within the IT Division through Awareness sessions and newsletters.
- Provide consultation on the quality assurance processes, policies, procedures and standards requirements to the IT teams.
- Assisting in establishing an integrated Service Excellence framework within the IT Division
- Working as a Project Manager for the Helpdesk Enhancement Project and as an ITIL Problem Manager to control and overlook the Problem management Process in IT Sector of Saudi Telecom Company
- ITIL Problem Management Sustenance activities like
- Problem Identification (Proactively and Reactively)
- Problem Investigation and Diagnosis
- Error resolution
- Problem / Error Closure
- Regular Training to STC staff (Problem Co-ordinators) on the ITIL Problem Management Process followed at STC
- Part of the BPO IT Management team
- Handling the transitions of the new BPO deals/projects from Onshore to Offshore
- Responsible for setting up IT Infrastructure for the BPO deals / projects
- Co-ordination with the Tech support team and the Business team to ensure smoother business operations.
- Co-ordination with the Network Connectivity team, Onshore team, Onshore customer in planning and setting up the Links, Connectivity Infrastructure.
Temporary Role of Service Desk & Desktop Support Manager at SANMAR Ltd, Chennai
- ITIL Problem Management Process implementation in all the Technical Support groups in STC, (17 Nos.)
- ITIL Problem Management Sustenance activities like
- Problem Identification (Proactively and Reactively)
- Problem Investigation and Diagnosis
- Error resolution
- Problem / Error Closure
- Regular Training to STC staff (Problem Co-ordinators) on the ITIL Problem Management Process followed at STC
- Setting up and sustenance of the Remote Support Desk (First Level Support) for STC, as part of STC’s initiative towards Service Desk Implementation.
- Team Lead for the group of First Level Support personnel.
- Technical Level 2 Support to the issues escalated by First Level Support personnel
- Fine tuning of the Service Desk tool used for Incident Management and Problem Management processes
- Leading a team of 8 Engineers for delivery of Facilities Management Services including SUN Administration and Oracle DB Administration
- Windows NT / 2000 / IIS & Active Directory (ADS) Administration
- First Level support for MS SQL Server 7.0 and SQL Server 2000, like adding, modifying and fine tuning the databases.
- Co-ordination with the Management team to ensure smoother Service delivery
- Allocation and Follow up of System Administration related tasks to the team members.
- Co-ordination with various Service providers (Microsoft, IBM, Oracle, VSNL, Merant, etc) to provide solutions to the Customer.
- Administration & Co-ordination of various Application issues for Websphere, iPlanet, PVCS, iPLAN, WebMethods, Trillium, Test Director.
- Generation of MIS Reports and Presentations to the Customer
- Leading a team of 9 Engineers for delivery of Facilities Management Services.
- Windows NT / 2000 / IIS & Active Directory (ADS) Administration
- First Level support for MS SQL Server 7.0 and SQL Server 2000, like adding, modifying and fine tuning the databases.
- First level support to various applications like SAP, Peoplesoft, QAD, Citrix & Talisma
- Virus Management using Mc Afee's VirusScan solution.
- Maintenance of Leased Lines, Routers, Switches (4006, 3500 series), IP Phones in the site.
- Setting up processes and ensure efficient delivery of services like Server Management, Asset Management, Helpdesk Management, Network Management.
- Backup strategy planning and implementation using Veritas Backup Exec S/w and DLT Autoloaders
- Planning and Implementation of DRP and Offsite Media storage process.
- Co-ordination with various Vendors for Application / Hardware support .
- Initiating and carrying out Windows 2000 & XP Migration, DHCP implementation related activities
- Generating MIS Reports and presenting to the customer on a monthly basis.
- Handling Escalated Calls from different clients of Wipro
- Evaluating and implementing tools for Helpdesk Management / Virus Management / Network tools etc., in Customer sites.
- Propagating Best Service delivery practice across sites
- Tool evaluated and implemented are as below
- Magic TSD Helpdesk Software
- Track IT Helpdesk Software
- ZAC 2001 (Asset Management Software)
- Norton Antivirus Server
- ISS Scanner / L0phtcrack for Security audit etc.,
System / Network Administrator:
- Troubleshooting basic network connectivity & resolving technical issues.
- Configuring & cascading Switches and Hubs
- Maintenance and upgradation of Local LAN.
- Network -Monitoring / Troubleshooting using NT’s Performance monitor
- Sharing and administering Network resources
UNIX / NT/ Netware Administrator:
- Creating and managing the User logins, groups, login-scripts etc.,
- File system Management -creating /managing partitions / volumes and monitoring disk space usage regularly
- Security Management for NT & UNIX Servers using ISS Scanner
- Monitoring System Performance and fine-tuning OS parameters
- Exploring the current system configuration and optimizing the use of resources.
- Backup and Restoration management of Servers using ARCSERVE tools
Others :
- Diagnosing / Troubleshooting of problems in Intel based PCs and Servers
- Diagnosing / Troubleshooting Dot-Matrix, Inkjets & LaserJet (Network) Printers
- Helpdesk Management, Asset Management.
- Virus Management using automated scripts etc.,
- Implementing / following ISO9000 Processes
- Implemented 6 Quality initiatives as part of the FM Services
