Rehna Divakaran has over 8 years of experience in IT support services in Dubai. She has a background in IT project management and customer service. Currently she is an IT Team Leader at MKM Commercial Holdings, where her responsibilities include managing the service desk, overseeing IT operations, and leading a support team. She has experience implementing various IT systems and solutions for hospitality and other business units. Rehna holds an MBA and B.Tech in Information Technology and several IT certifications.

1. Rehna Divakaran
P.O. Box.6850, Dubai, UAE
Mobile No. 050-2219840 Nationality: Indian Email: rehnadivu@gmail.com
Driving License: UAE Date of Birth: 10-6-1983 Languages: English/Hindi/Malayalam/Tamil
A Post graduate (MBA, B.Tech) supplemented with certifications on ITIL V3, having over 8 years of rich
and insightful experience in IT Support Services in Dubai, involved in Planning, Implementation,
Administration & Service Support of IT Services and Infrastructure, gaining strong proficiency in
Customer Relations and Customer Service as well as Troubleshooting, Diagnosis & Rectification of
IT related issues, seeking new leadership challenges in the IT sector.
Professional Competence
- ITIL V3 Foundation Certified - Project Management
- IT Audits - Requirement Analysis
- IT Budgeting - Team Management
- IT Assets & Inventory Management - Procurement & Vendor Management
- IT Document Control - Records Management
- Procedure Control - Troubleshooting and Problem Solving
TECHNICAL COMPETENCIES:
 Installation, Configuration and Trouble shooting on Windows Desktop Environment
 Knowledgeable on Hospitality Solutions such as Micros POS, FMC, Opera, Restaurant Manager
 Strong Database concepts with working knowledge on SQL 2005 queries
 Exchange 2007 and Mail Hosting systems
 Active Directory Management
 Telephony Systems – Nortel, Avaya IP Office and Panasonic
 Guest Wi-Fi systems and Hotspot applications
 Proper understanding of workflows in ERP and other business applications
Career Profile
MKM Commercial Holdings LLC, Dubai
IT Team Leader - Support Services (since May 2016)
Reporting to the Group IT Manager
Responsibilities:
 Ensured daily operations run smoothly by the development of processes and procedures and
documentation as required
o Review completed tasks to ascertain compliance with standards
o Service Level and Queue Management
o Assist team members with their queue in relation to escalated or difficult task
resolutions
o Escalation management with Network, Application and Development teams
o 3rd party vendor support-Liaise with vendors building/maintaining relationships and
managing our requirements from them in relation to supply of goods and services
 Queue management of our LANDesk service desk ticketing system
o Managing pre breach and breached tasks and reassigning as needed
o Assist all team members with their queue by daily monitoring via reports and visually
observing the system
o Delegate duties and tasks within the IT department
 Provide status reporting of team activities against the program plan or schedule as in weekly
meeting.
 Received and resolved complaints from customers
o Perform regular IT audit to discover areas of weaknesses and fortify them
 Maintained hardware and software databases for whole group

2.  Perform regular appraisal of team member’s performance and devise strategies to help with
improvement
 Maintained rosters for all IT staff making sure all shifts are covered
MKM Commercial Holdings LLC, Dubai
IT Management Assistant – Projects and Support (May 2012 onwards - Apr 2016)
Reporting to the Group IT Manager
Key Contributions & Accomplishments:
 Project Coordination and Requirement Analysis- Recognized for ability to coordinate special
projects, manage the purchasing of hardware and software, assist technical teams, and to
translate technical jargon into non-technical terms
 Leading the first level support – Service Desk and Desktop team
Projects:
Hospitality Division Projects- Key member and project coordinator in new implementations
and setup such as Wafi Gourmet Restaurant opened at Airport Terminal 3 Concourse | Emirates
Tie-up with Arabian Park Hotel | Extension of Arabian Park Hotel with 10 new rooms | Trainer
on guest Wi-Fi systems at APH and PHA | T&A and MPS systems for Hospitality
Managed Print Solution for the Group - Headed the rollout of managed print solution for
different business units of the group after analyzing the existing print environment and working
with Xerox and GCG (MPS and FSMA) to provide a cost effective and optimized print solution.
Group Time and Attendance Solution – Active member in the implementation of a biometric
group time and attendance system customized to the intricacies of the diverse operational
requirements of the different Business units of the group. This involved requirements gathering
from different Business units and working together with the application support team and the
solution provider, testing the system and training the users.
Office Setup and Office Shifting projects-
NatOil AUH | Emirates Cargo Services | Kids Connection | Wafi Natural Flowers
Responsibilities
 Leading the first level support team- ServiceDesk and Desktop as required and make sure
timelines and technical needs are met
 Work with support staff to maximize the overall efficiency of operations
 Providing assistance and coordination on special projects carried out by internal IT teams
 Assist in planning, organizing and controlling IT operations
 Review AMCs and quotes for IT purchases and make recommendations
 Preparation of minutes for meetings with both internal customers and external vendors/service
providers in a timely and accurate manner
 Organizing and imparting trainings to the end users as required
 Documentation of IT procedures, installation processes and user manuals
 Provide executive level administrative support to the Group IT Manager in a timely manner
 Assist with the preparation of the IT annual budgets
 Monitoring the Group IT manager’s incoming and outgoing communications as required
 Ensure smooth progress of internal/external IT audits through proper liaison between all IT team
leaders and auditors
 Preparing correspondences for announcements to senior management
 Guide and monitor staff activities engaged in both administrative and technical duties
 Planning and organizing staff events
MKM Commercial Holdings LLC, Dubai
Technical Support Engineer – Service Desk (November 2007 to April 2012)
Reporting to the IT Support Team Leader.
Key Contributions & Accomplishments:
 Customer Support & Satisfaction – Achieved high level of customer satisfaction through
patient, methodical approach to problem resolution, with majority of calls resolved within first

3. call. Turned around tense situations with irate customers into positive outcomes. Consistent
presentation of a professional image, both on the phone and in person.
 Professional Development – Expanded background knowledge in Windows and email
implementations and reconfigurations, first level diagnosis of the network issues, escalation of
issues to appropriate support team.
Projects:
 Setting up Central File Storage and Shared Folders for all the Business Units
 Network and Domain Migration of remote sites to WAFI domain
 Roll out of Landesk Service Desk system for Incident Management
Responsibilities
 To provide First Level Technical Support for all requirements in the company. Provide local
and remote desktop support for corporate head office and remote locations
 To enhance response times for all internal support problems and provide a functional Help Desk
environment to assist computer users and minimize downtime for all support related issues
 User account administration on Active Directory and Exchange - creating, deleting and
modifying user accounts. User management on Etisalat hosted email domains and configuration
of emails on mobile devices
 Assist the Desktop, Application and Network teams for setups and in event of any major outages
 User account and domain administration on Postini- the hosted email service from Google
 Utilize LANDesk to perform administrative and troubleshooting functions for remote computers,
Service desk ticketing system and management of USB accesses
 Coordinate with Etisalat and PABX vendor (Nortel) for all telephone issues and negotiate for
earliest resolution.
 Citrix Client Connectivity and User Management on Web Proxy servers
 Support and point of contact of the Payroll, Accounting Financials, Global Inventory and POS
applications used in the organization.
 Conduct IT Induction of new users, send them the induction survey and follow up for
the acknowledgement of the induction. Conduct presentation on MKM IT during the
MKM HR orientation
 Involved in the rollout and installation of backup solutions for desktop PCs
 Has taken responsibilities under pressurized situation like Production server crash, Network
down, Router Configuration corruption, Virus/Worm/Trojan attack, server performance issues.
 Involved in upgrading the network from MS Office 2003 to MS Office 2007 successfully.
 Assisting with IT inventory and asset database updates
Worked as Call Centre Advisor at AXIOM TELECOM, Dubai from April 2006 to October 2007
Worked as IT HELPDESK Intern at FEDEX EXPRESS, Dubai from July to Dec 2005
Educational Credentials
Masters in Business Administration (MBA) from Banasthali University, India (2008)
Bachelor of Technology in Information Technology (B.Tech - IT) from MG University, India (2005)
Certifications and Courses
ITIL V3 Foundation
Completed contact classes required for Project Management Professional (PMP)
Completed training on Configuring & Troubleshooting Windows Server 2008 Active Directory
Domain Services (MS 3425) from New Horizons CLC
Attended workshops on ‘Supervisory Management Skills’ and ‘Understanding Emotional
Intelligence’ conducted by MKM HR
Completed ‘Customer Service’ and ‘Train the Trainer’ training programs conducted by MKM HR
Attended ‘Customer Service and ‘Telephone Etiquette’ training programs conducted in Axiom
Networking (Windows Server 2003) and Hardware at Career Institute Dubai.