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Work Background
New York University Abu DhabiIT Service Manager
Aug. 2016NYUAD, Saadiyat Island, Abu Dhabi, UAE• Supported one or more HP ITIL-aligned processes and associated projects to achieve business, compliance, efficiency, and quality objectives
• Evaluated process change impacts from an operational perspective using subject-matter expertise and analytical skills
• Communicated directly with stakeholders to provide updates on related tasks and ensure that processes were being followed and planned tasks were completed on time
• Proposed and executed corrective/preventive actions to drive process improvement
• Designed and automated statistics and reports as per process requirements and customer needs
• Acted in close cooperation with other teams and organizations to achieve defined goals
• Accountable and responsible for managing documentation and data related to area of focus Service Management
As a process manager, I was responsible for defining and documenting HP processes and procedures (such as Incident, Change, Problem, Capacity, and Availability) and ensuring their adherence. I linked customer processes with HP operational procedures and collaborated with customer process owners to improve their maturity levels. I reported and monitored Service Level metrics on a weekly and monthly basis, working closely with delivery teams to ensure that SLAs and KPIs were met across all service components. I initiated service improvements related to availability, performance, service demand, and cost. All service deliverables were implemented and measured through service level metrics under my supervision. Additionally, I identified and recommended reporting improvements, delivery projects, and contract changes when necessary.
New York University Abu DhabiClient Services Analyst
Sep. 2014 - Aug. 2016Saadiyat Island, Abu Dhabi, UAE• Troubleshooting level 2 & 3 Incidents and carrying out requests
• Making updates to the CMDB as necessary
• Desktop support which includes Windows 7/8/10, Mac OSX & Ubuntu
• Installing and supporting IP Telephones (Cisco)
• MS Applications Support, i.e MS Office Suite 2010/2013 & 365
• Polycom Audio and Visual support
• Performing tasks related to projects as requested by Project Managers
• Performing tasks related to changes raised by colleagues
• Contributing to technical documentation of processes, procedures and guidelines
• Installing, diagnosing, repairing, troubleshooting, maintaining and upgrading IT equipment (including Macs, Windows machines, printers and peripherals)
• Ensuring optimal performance of laptops, tablets and desktops with a strong focus on security and virus management
• Provides mobile phone support for all major brands (Apple, Samsung, Blackberry)
• Acting as a 'face of IT' in a client facing role
TomTomSenior Support Engineer
Jul. 2012 - Sep. 2014Euston, London UKSenior Support Officer: I.T Engineer for all Tom Tom employees across EMEA – Managing Milan, Madrid, Barcelona, London & Edinburgh sites which consisted of monthly visits across Europe and USA. Duties included deploying new Tom Tom Offices worldwide including setup of bespoke systems, networking and server access, stock audit, working to SLAs and KPI's, troubleshooting on Tom Tom Bespoke Applications and liaising with External Companies (i.e. Dell, Cisco, HP) where necessary, Network/Routing issues, Microsoft Applications including Exchange, SCCM and SDS; VPN issues, Windows 2000/XP/Vista, Windows Server Support – Administration/Configuration and Apple OS X and Server support.
Volvo Car Corporation2nd Line Support Engineer
Feb. 2006 - Jun. 2012Marlow, United KingdomRoles: • Logged incidents and resolved. Ensured documentation and procedures were current.
• Administration and installation of Windows servers.
• Administration and design of Active Directory.
• Management and reporting of Symantec Backup Exec solution and Tivoli TSM Backup.
• Creation of procedural documents and configuration standards.
• On-site installations and projects. Installing new servers, switches, and firewalls.
• Managed ISP services and migrations when a new Volvo Dealer is assigned. • Firewall ACL’s, NAT policies and LAN to LAN VPN tunnels for Volvo Dealers.
• Managed Active Directory, Group policy, Exchange 2000 & 2003, IIS and DFS. Project:
• Office move with 300 users and migration of core infrastructure from client site to Data Centre in Gothenburg.
• Ford 3G Connection migrations for all 150 Volvo Car UK Dealer sites in the UK and Ireland.
• Migration away from Ford to Volvo Car Corporation
• iPad and Application development for Volvo Car UK Apps. Mobile Technologies:
• Managed and supported all Mobile Technologies for Volvo Car UK employees. Email, ActiveSync and DME software.
• All Apple Products: iPhone and iPad.
• Blackberry Support
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