Lloyd McIntosh is an experienced IT Manager with over 20 years of experience in IT support, team management, and project management. He has a proven track record of consolidating teams, implementing ITIL processes, and improving customer satisfaction. His experience includes roles as an Operations Manager, Engineering Team Manager, and IT End User Services Team Leader.
KRSN Sastry has over 8 years of experience in IT infrastructure management, operations management, and incident management. He is currently working as a team lead at CMS, where he manages a desktop support team of 40 engineers. Previously he has worked as a program manager at Inknowtek, managing a team of 60 engineers providing EUS services. He has also worked as an incident manager at Wipro for 6 years, managing teams of 30 engineers supporting over 800 clients across India and the Middle East.
This document provides a summary of Ravindra Kumar's career and accomplishments. It outlines his roles and responsibilities in service management roles at Unisys Global Services India since 2007. Key responsibilities included managing major incidents, driving process improvements, and achieving targets for incident resolution times. Notable accomplishments include an 84.5% reduction in priority 1 incident resolution times, achieving service level targets, and receiving appreciation from customers for his work.
Ravindra Kumar has over 16 years of experience in design and R&D engineering, sales, customer service, project management, and business operations. He currently works as a Service Management Analyst at Unisys, managing a team that provides second level support services to clients. He has a proven track record of accomplishing business goals, adapting to new environments, and improving performance and customer satisfaction.
This document provides a summary of Ganesh Bhat's professional experience and qualifications. He has over 12 years of experience in IT service delivery management, including people management, vendor management, ITIL processes, and ensuring customer satisfaction. He is certified in Cloud Computing, ITIL, and Prince2 project management. Currently he works as a Service Delivery Manager at IBM India, where he manages service operations and delivery for a global client. His responsibilities include incident management, change management, problem management, and ensuring compliance. Previously he worked at Wipro Technologies as an Operations Manager.
Mohammad Uvaid is a manager with over 9 years of experience in IT operations, quality, training and project management. He currently manages the network operations center for RMS, where he has streamlined operations and implemented ITIL best practices. Prior to his current role, he held management positions at companies such as IPsoft, Hewlett-Packard, IBM, and has a variety of technical certifications and experience managing teams and customer-facing operations.
This document provides a summary of Hariharasudan Sethumadavan's professional experience. He has over 18 years of experience in project management focused on IT, business, and value-driven outcomes across various industries. Some of his key responsibilities have included managing accounts and budgets, ensuring compliance with security and risk requirements, and continuously improving processes. He has expertise in areas such as application support, infrastructure management, and Agile methodologies.
Shilpa has over 7 years of experience in project management, operations management, and customer support roles. She has a diploma in Electronics and Communication and certifications in Prince 2 Foundation and MS Projects. She is skilled in SAP GUI R3, c-Projects, and Macros. Her experience includes managing projects for Silicon Valley Bank, KPN BV, Dell India, Wipro Infotech, and Optimetrix Integration. She has expertise in areas like resource management, process improvement, financial monitoring, compliance, and customer satisfaction. She has received several rewards and recognitions for her work.
Yashpal Singh Rawat has over 11 years of experience in IT service management including change management, release management, and PMO support. He holds an MBA in HR and ITIL certifications. Currently he works as an IT service management specialist managing changes, releases, incidents and providing PMO support. Previously he has worked for companies like Computer Sciences Corporation, Wipro Infotech, Hewlett Packard, BSES, and Friday Corporation in roles involving IT service delivery, process management, and customer support.
KRSN Sastry has over 8 years of experience in IT infrastructure management, operations management, and incident management. He is currently working as a team lead at CMS, where he manages a desktop support team of 40 engineers. Previously he has worked as a program manager at Inknowtek, managing a team of 60 engineers providing EUS services. He has also worked as an incident manager at Wipro for 6 years, managing teams of 30 engineers supporting over 800 clients across India and the Middle East.
This document provides a summary of Ravindra Kumar's career and accomplishments. It outlines his roles and responsibilities in service management roles at Unisys Global Services India since 2007. Key responsibilities included managing major incidents, driving process improvements, and achieving targets for incident resolution times. Notable accomplishments include an 84.5% reduction in priority 1 incident resolution times, achieving service level targets, and receiving appreciation from customers for his work.
Ravindra Kumar has over 16 years of experience in design and R&D engineering, sales, customer service, project management, and business operations. He currently works as a Service Management Analyst at Unisys, managing a team that provides second level support services to clients. He has a proven track record of accomplishing business goals, adapting to new environments, and improving performance and customer satisfaction.
This document provides a summary of Ganesh Bhat's professional experience and qualifications. He has over 12 years of experience in IT service delivery management, including people management, vendor management, ITIL processes, and ensuring customer satisfaction. He is certified in Cloud Computing, ITIL, and Prince2 project management. Currently he works as a Service Delivery Manager at IBM India, where he manages service operations and delivery for a global client. His responsibilities include incident management, change management, problem management, and ensuring compliance. Previously he worked at Wipro Technologies as an Operations Manager.
Mohammad Uvaid is a manager with over 9 years of experience in IT operations, quality, training and project management. He currently manages the network operations center for RMS, where he has streamlined operations and implemented ITIL best practices. Prior to his current role, he held management positions at companies such as IPsoft, Hewlett-Packard, IBM, and has a variety of technical certifications and experience managing teams and customer-facing operations.
This document provides a summary of Hariharasudan Sethumadavan's professional experience. He has over 18 years of experience in project management focused on IT, business, and value-driven outcomes across various industries. Some of his key responsibilities have included managing accounts and budgets, ensuring compliance with security and risk requirements, and continuously improving processes. He has expertise in areas such as application support, infrastructure management, and Agile methodologies.
Shilpa has over 7 years of experience in project management, operations management, and customer support roles. She has a diploma in Electronics and Communication and certifications in Prince 2 Foundation and MS Projects. She is skilled in SAP GUI R3, c-Projects, and Macros. Her experience includes managing projects for Silicon Valley Bank, KPN BV, Dell India, Wipro Infotech, and Optimetrix Integration. She has expertise in areas like resource management, process improvement, financial monitoring, compliance, and customer satisfaction. She has received several rewards and recognitions for her work.
Yashpal Singh Rawat has over 11 years of experience in IT service management including change management, release management, and PMO support. He holds an MBA in HR and ITIL certifications. Currently he works as an IT service management specialist managing changes, releases, incidents and providing PMO support. Previously he has worked for companies like Computer Sciences Corporation, Wipro Infotech, Hewlett Packard, BSES, and Friday Corporation in roles involving IT service delivery, process management, and customer support.
Nina Stewart is seeking a leadership role utilizing her IT, Lean Six Sigma, and project management experience. She has over 20 years of experience leading teams and process improvement initiatives at Honeywell International. She is certified in Six Sigma Black Belt, Lean, ITIL, and Project Management. Her background includes transforming IT departments through Lean and developing strategies to support business goals.
Hitesh Thakkar is seeking a career in an esteemed organization as a responsible position to enhance his skills. He has 5.9 years of experience in IT and is ITIL certified. He has experience in incident management, change management, problem management and other ITIL processes. He is skilled in various ticketing tools, monitoring tools, and MS Office. He currently works as a Technical Lead at Cognizant where he validates incidents, chairs bridge calls, and provides reports. Previously he worked at IBM India Private Limited. He is seeking to enhance his skills in a competitive work environment.
Satish Kumar Banigole has over 24 years of experience in IT service management including incident management, problem management, change management, and service request fulfillment. His objective is to align and manage IT services through definition, agreement, measurement, and review while maintaining global service level management processes. He currently works as a project lead providing leadership for command center operations and supervising 20 team members to ensure service metrics are met.
Hitesh Thakkar is seeking a responsible position in an esteemed organization to enhance his skills. He has over 4 years of experience in IT service management including as a Critical Incident Manager at IBM India Private Limited. He is ITIL certified and has experience monitoring incidents, ensuring SLAs are met, and chairing bridge calls to resolve issues. He mentors others and identifies areas for process improvement.
Julia Wells has extensive experience as a functional consultant for NetSuite implementations, having worked on numerous projects in various roles and industries. She has led implementations from requirements gathering through configuration, data migration, training and go-live support. Her experience includes implementations for retail, manufacturing, fashion and other industries. She has experience with NetSuite OneWorld configurations for multi-national companies.
Vivek Sharma has over 9 years of experience in IT service management roles, including currently working as an ITSM Process Consultant at HCL Technologies where he manages a team of 12 members supporting global service management environments. He has ITIL and CCNA certifications and has experience leading incident, problem, and change management processes for clients like Deutsche Bank and IBM. The document provides details of his work history, roles, responsibilities, and qualifications.
The document contains the resume of Akshatha Naresh, who has nearly 9 years of experience in operations management, escalation management, SLA management, and other areas. She is currently an Assistance Operations Manager at Dimension Data India Ltd., where she handles a team of 51 engineers and is responsible for meeting SLAs, training staff, and implementing process improvements. The resume provides details of her work experience, qualifications, skills, and accomplishments.
Santhosh J. George is applying for a management position. He has over 15 years of experience as a manager and team leader at Citigroup, where he led multiple technology teams and managed demanding projects to ensure customer satisfaction. He has a bachelor's degree in computer systems from St. John's University and provides concise summaries of technical documents and solutions to clients.
Bakhshi Muhammad Tehseen has over 8 years of experience in IT service management roles including incident management, problem management, and service operation. He currently works as a Service Manager for Dell International Services, where his primary responsibility is problem management. Prior roles include Incident Manager at NIIT Technologies and Problem Manager at Wipro Infotech. He is ITIL v3 certified and has experience working with various clients such as American Express, Caesars Entertainment, Honeywell, and Yahoo.
Vamsi Krishna Gudiputi has over 10 years of experience in IT project management, delivery, and client services. He currently works as a Service Delivery Manager at Oakton Technologies, where he is responsible for successful delivery of projects and services. He has a Bachelor's degree in Electronics and Communication Engineering and a post-graduate degree in Applied Computing. He has received several awards for his work and performance at Oakton Technologies and Barrick Gold.
Pravallika P provides her resume detailing her objective, qualifications, and professional experience. She has over 8 years of experience in project management and PMO roles. Her experience includes working for GapBridge, Tekflair, and Control Components Inc in various project coordinator and PMO roles. She is proficient in tools like SAP and Clarity OnePPM and seeks to update her skills in a challenging role that allows growth.
An ITIL certified professional. My experience is cross-functional across Incident, Problem, Change and Escalation management. I've managed some of the most critical incidents and helped create processes.
Dyutiman Bhattacharjee has over 11 years of experience in finance and business analysis roles. His skills include reporting, training, process improvement, and he has a track record of increasing growth, reducing costs, and automating manual processes. He is currently a Business Planning Analyst at Apollo Microcredit & Benefit Services where he focuses on financial planning and analysis, sales management, and business process improvement.
The document provides a summary of Sudharshankumar's work experience and qualifications. It details his current role as an HRIS Analyst at Honeywell Technology Solutions Pvt Ltd since 2014, where his responsibilities include PeopleSoft reporting, query building, and generating reports using tools like PeopleSoft, Cognos and OBIEE. Previous roles included working as an Associate Business Systems at Convergys India Services Pvt Ltd from 2011-2014 and Store Coordinator at Prateek Lifestyle Ltd from 2009-2010.
Kevin Thomas is a conscientious leader with over 20 years of experience managing teams and delivering IT solutions. He is currently working to define new business processes at Clydesdale Bank. Previously he was a Team Lead at IBM, overseeing a team providing application support. He has a range of technical skills including programming languages, databases, and ITSM tools.
Manoj Kumar is an IT professional with over 10 years of experience in project management, service delivery, and client management. He has worked as a project manager, service delivery manager, and helpdesk lead. He is PMP and ITIL certified. Currently he works as a project and service delivery manager at Chi Networks, where he manages projects, resources, budgets, and client relationships. He is looking for a role as a dedicated project manager.
Neetha Shyam Nichani has over 17 years of experience in IT project and service delivery management and resource management. She has a track record of growing business, improving profitability and customer satisfaction. Her skills include project management, application development, technology architecture integration, budgeting and costing, problem management and training. She is seeking a senior role utilizing her experience in healthcare, banking and e-commerce.
M.Yashish Kumar is a B.Tech graduate from Vignan Institute of Technology & Science with over 7 years of experience working in incident and program management roles. He is currently working as an Incident/Client Support Manager for Tek Systems supporting their client AT&T. His skills include SQL, networking, ITIL, and infrastructure technologies like Unix, servers, VMware, email/messaging, and networking. He aims to take on challenging jobs to further his career while helping organizations achieve their goals.
The success of implementing technology and dealing business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality support becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations. Peter McGarahan, a support industry analyst and expert, will share his experiences and thought leadership on successfully implementing KM to support and enable technology and business change across the enterprise. Peter will provide lessons learned and recommended practices from his Service Delivery and Knowledge Management (KM) consulting experience that will change your perspective on how to do Knowledge right! Attendees will gain valuable insights into the following aspects of the topic:
• How Service leaders can best position and leverage knowledge for any technology and business change
• How to best approach planning for your next enterprise technology and business rollout with the end-result in mind
• Assessing your organizational maturity, identifying and addressing the gaps in performance to deliver a consistently better customer experience for customers and employees
• Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests
This document provides a professional summary and employment history of an experienced IT service management professional. Over 6 years of experience includes roles as an Incident, Change Manager and Duty Operations Manager responsible for major incident management and ensuring service levels. Technical skills include ITIL processes, incident management, problem management, and change management. Looking for a relevant position that utilizes skills and experience in service delivery, process improvement, and stakeholder management.
This document provides a summary of Anne Nash's career experience and qualifications. She has over 11 years of experience in IT Service Management and has held several leadership roles managing teams and delivering projects. She has a wide range of IT qualifications and experience across the IT lifecycle. She is praised for her strong relationship and problem-solving skills which she has used to improve customer satisfaction and deliver strategic objectives.
Nina Stewart is seeking a leadership role utilizing her IT, Lean Six Sigma, and project management experience. She has over 20 years of experience leading teams and process improvement initiatives at Honeywell International. She is certified in Six Sigma Black Belt, Lean, ITIL, and Project Management. Her background includes transforming IT departments through Lean and developing strategies to support business goals.
Hitesh Thakkar is seeking a career in an esteemed organization as a responsible position to enhance his skills. He has 5.9 years of experience in IT and is ITIL certified. He has experience in incident management, change management, problem management and other ITIL processes. He is skilled in various ticketing tools, monitoring tools, and MS Office. He currently works as a Technical Lead at Cognizant where he validates incidents, chairs bridge calls, and provides reports. Previously he worked at IBM India Private Limited. He is seeking to enhance his skills in a competitive work environment.
Satish Kumar Banigole has over 24 years of experience in IT service management including incident management, problem management, change management, and service request fulfillment. His objective is to align and manage IT services through definition, agreement, measurement, and review while maintaining global service level management processes. He currently works as a project lead providing leadership for command center operations and supervising 20 team members to ensure service metrics are met.
Hitesh Thakkar is seeking a responsible position in an esteemed organization to enhance his skills. He has over 4 years of experience in IT service management including as a Critical Incident Manager at IBM India Private Limited. He is ITIL certified and has experience monitoring incidents, ensuring SLAs are met, and chairing bridge calls to resolve issues. He mentors others and identifies areas for process improvement.
Julia Wells has extensive experience as a functional consultant for NetSuite implementations, having worked on numerous projects in various roles and industries. She has led implementations from requirements gathering through configuration, data migration, training and go-live support. Her experience includes implementations for retail, manufacturing, fashion and other industries. She has experience with NetSuite OneWorld configurations for multi-national companies.
Vivek Sharma has over 9 years of experience in IT service management roles, including currently working as an ITSM Process Consultant at HCL Technologies where he manages a team of 12 members supporting global service management environments. He has ITIL and CCNA certifications and has experience leading incident, problem, and change management processes for clients like Deutsche Bank and IBM. The document provides details of his work history, roles, responsibilities, and qualifications.
The document contains the resume of Akshatha Naresh, who has nearly 9 years of experience in operations management, escalation management, SLA management, and other areas. She is currently an Assistance Operations Manager at Dimension Data India Ltd., where she handles a team of 51 engineers and is responsible for meeting SLAs, training staff, and implementing process improvements. The resume provides details of her work experience, qualifications, skills, and accomplishments.
Santhosh J. George is applying for a management position. He has over 15 years of experience as a manager and team leader at Citigroup, where he led multiple technology teams and managed demanding projects to ensure customer satisfaction. He has a bachelor's degree in computer systems from St. John's University and provides concise summaries of technical documents and solutions to clients.
Bakhshi Muhammad Tehseen has over 8 years of experience in IT service management roles including incident management, problem management, and service operation. He currently works as a Service Manager for Dell International Services, where his primary responsibility is problem management. Prior roles include Incident Manager at NIIT Technologies and Problem Manager at Wipro Infotech. He is ITIL v3 certified and has experience working with various clients such as American Express, Caesars Entertainment, Honeywell, and Yahoo.
Vamsi Krishna Gudiputi has over 10 years of experience in IT project management, delivery, and client services. He currently works as a Service Delivery Manager at Oakton Technologies, where he is responsible for successful delivery of projects and services. He has a Bachelor's degree in Electronics and Communication Engineering and a post-graduate degree in Applied Computing. He has received several awards for his work and performance at Oakton Technologies and Barrick Gold.
Pravallika P provides her resume detailing her objective, qualifications, and professional experience. She has over 8 years of experience in project management and PMO roles. Her experience includes working for GapBridge, Tekflair, and Control Components Inc in various project coordinator and PMO roles. She is proficient in tools like SAP and Clarity OnePPM and seeks to update her skills in a challenging role that allows growth.
An ITIL certified professional. My experience is cross-functional across Incident, Problem, Change and Escalation management. I've managed some of the most critical incidents and helped create processes.
Dyutiman Bhattacharjee has over 11 years of experience in finance and business analysis roles. His skills include reporting, training, process improvement, and he has a track record of increasing growth, reducing costs, and automating manual processes. He is currently a Business Planning Analyst at Apollo Microcredit & Benefit Services where he focuses on financial planning and analysis, sales management, and business process improvement.
The document provides a summary of Sudharshankumar's work experience and qualifications. It details his current role as an HRIS Analyst at Honeywell Technology Solutions Pvt Ltd since 2014, where his responsibilities include PeopleSoft reporting, query building, and generating reports using tools like PeopleSoft, Cognos and OBIEE. Previous roles included working as an Associate Business Systems at Convergys India Services Pvt Ltd from 2011-2014 and Store Coordinator at Prateek Lifestyle Ltd from 2009-2010.
Kevin Thomas is a conscientious leader with over 20 years of experience managing teams and delivering IT solutions. He is currently working to define new business processes at Clydesdale Bank. Previously he was a Team Lead at IBM, overseeing a team providing application support. He has a range of technical skills including programming languages, databases, and ITSM tools.
Manoj Kumar is an IT professional with over 10 years of experience in project management, service delivery, and client management. He has worked as a project manager, service delivery manager, and helpdesk lead. He is PMP and ITIL certified. Currently he works as a project and service delivery manager at Chi Networks, where he manages projects, resources, budgets, and client relationships. He is looking for a role as a dedicated project manager.
Neetha Shyam Nichani has over 17 years of experience in IT project and service delivery management and resource management. She has a track record of growing business, improving profitability and customer satisfaction. Her skills include project management, application development, technology architecture integration, budgeting and costing, problem management and training. She is seeking a senior role utilizing her experience in healthcare, banking and e-commerce.
M.Yashish Kumar is a B.Tech graduate from Vignan Institute of Technology & Science with over 7 years of experience working in incident and program management roles. He is currently working as an Incident/Client Support Manager for Tek Systems supporting their client AT&T. His skills include SQL, networking, ITIL, and infrastructure technologies like Unix, servers, VMware, email/messaging, and networking. He aims to take on challenging jobs to further his career while helping organizations achieve their goals.
The success of implementing technology and dealing business changes across the enterprise has never been more critical to a company’s market relevance, financial growth and employee productivity. As companies grow in either size, service and product offerings or complexity, the increased demand to deliver consistent high quality support becomes more and more challenging. Knowledge Management (KM) has the power to transform the way services are delivered and experienced by both the valued customer and the productive employee as business is conducted on a daily basis. Organizations continuing to struggle with measuring sustainable business benefits from implementing technology and business change will benefit greatly from the industry lessons learned from successful KM implementations. Peter McGarahan, a support industry analyst and expert, will share his experiences and thought leadership on successfully implementing KM to support and enable technology and business change across the enterprise. Peter will provide lessons learned and recommended practices from his Service Delivery and Knowledge Management (KM) consulting experience that will change your perspective on how to do Knowledge right! Attendees will gain valuable insights into the following aspects of the topic:
• How Service leaders can best position and leverage knowledge for any technology and business change
• How to best approach planning for your next enterprise technology and business rollout with the end-result in mind
• Assessing your organizational maturity, identifying and addressing the gaps in performance to deliver a consistently better customer experience for customers and employees
• Introducing Knowledge-Centered Support (KCS) best practices into your service and support environment to address resolving issues, answering questions and fulfilling requests
This document provides a professional summary and employment history of an experienced IT service management professional. Over 6 years of experience includes roles as an Incident, Change Manager and Duty Operations Manager responsible for major incident management and ensuring service levels. Technical skills include ITIL processes, incident management, problem management, and change management. Looking for a relevant position that utilizes skills and experience in service delivery, process improvement, and stakeholder management.
This document provides a summary of Anne Nash's career experience and qualifications. She has over 11 years of experience in IT Service Management and has held several leadership roles managing teams and delivering projects. She has a wide range of IT qualifications and experience across the IT lifecycle. She is praised for her strong relationship and problem-solving skills which she has used to improve customer satisfaction and deliver strategic objectives.
Puneeth T is a service management and administration professional with 9 years of experience in customer service, operations management, and technical support. He currently works as a subject matter expert for IBM, providing guidance on incident and problem management processes for 13 clients. Previously he has worked for Dell, AOL, and other companies in technical support and customer service roles. Puneeth holds an ITIL and CCNA certification and is proficient in English, Hindi, Kannada, Telugu, and Tamil.
Saillasri Ramachandran is seeking a Team Manager or Operations Manager position. She has over 15 years of experience in operations and service delivery roles. She is highly motivated and has excellent management and leadership skills. She has a proven track record of consistently hitting targets, improving processes, and organizing time efficiently while leading teams of 12 or more. She possesses strong conceptual, technical, and human skills developed through various roles in database configuration management, billing, reporting, and incident management.
Luis Manuel Pimentel Ruiz is an Informatics Engineer from Guadalajara University with over 20 years of experience in IT service management roles. He has held positions such as Service Manager, Business Analyst, Support Engineer, and Project Manager. Pimentel Ruiz has extensive experience implementing ITIL best practices and leading continual service improvement initiatives to improve customer satisfaction scores. He is proficient in both English and Spanish.
Deepak has over 10 years of experience in IT service delivery and management. He has expertise in ITIL frameworks and best practices for service strategy, design, transition, operations, and continual service improvement. Deepak is seeking a leadership role in customer support where he can apply his experience in IT service management to achieve corporate goals. His professional experience includes managing remote infrastructure support teams, ensuring ITIL compliance, and maintaining high levels of customer satisfaction.
Shane Spratling has over 20 years of experience in IT management roles, most recently as an Operations Manager for NBN Co where he established documentation improvements and reporting processes. Prior to that, he spent over 10 years as a Service Delivery Manager at IBM where he managed incident response, change management, and customer relationships for clients. His experience spans roles in project management, business analysis, and mainframe operations management.
Shane Spratling has over 20 years of experience in IT management roles, specializing in service delivery management. He most recently worked as an Operations Manager for NBN Co, where he established documentation improvements and generated reports on incident, problem, and change data. Prior to that, Spratling spent over 10 years as a Service Delivery Manager at IBM, managing the delivery of IT services to clients in various industries and ensuring service levels were met. He has extensive experience in incident management, problem management, change management, and other ITIL disciplines.
This document provides a summary of Maggie Wright's professional experience, including her current role as Program Manager for the Southern Inland Health Initiative Program at the Department of Health Statewide Telehealth Services in Western Australia. Previous roles include Manager of Infrastructure Services at TSA Telco Group supporting infrastructure services in Australia and Manila, and IT Service Delivery Manager for Iluka Resources in Australia. Maggie has over 15 years of experience managing IT infrastructure projects, service delivery teams, and vendor/contract management. She has strong skills in stakeholder engagement, change management, and delivering business outcomes through methodologies like ITIL.
This document is a curriculum vitae for Vaibhav Sawant that summarizes his career experience and qualifications. It highlights over 8 years of experience in service delivery and continuous service improvement, including his current role as a Major Incident Manager at Tata Consultancy Services. It also lists his ITIL and Lean Six Sigma certifications as well as a Bachelor's degree in Computer Science.
Technically minded and analytical professional with extensive experience in application support, service delivery management, and IT project administration.
Solid history of innovation and success in providing core IT infrastructure services, leading smooth and seamless transition into production, identifying areas for process and performance improvement, and managing production systems. Adept at administering and delivering technical projects on time and within budget using by using ITIL, CSI, and SIP methodologies. In-depth knowledge and operational understanding of front and back-office requirements, IT infrastructure, release management disciplines, and life assurance and pensions products. Expertise in defining business requirements, designing innovative business solutions, resolving application and infrastructure incidents and issues, and overseeing all stages of system development lifecycle.
This document contains a resume for Sachin Kumar, who has over 12 years of experience in back-end operations and team management. Currently, he works as an Operation Lead for TCS Ltd., overseeing a team of 45 people providing IT support for ONGC Ltd. Prior to his current role, he held similar leadership positions at other companies such as CMC Ltd. and PCS Technology Ltd., where he was responsible for managing teams and ensuring customer satisfaction. His experiences include incident and problem management, process implementation, team management, and customer relationship management in accordance with ITIL frameworks.
Saurabh Sanwal has over 11 years of experience in IT infrastructure service management and service delivery. He has expertise in ITSM frameworks, service desk operations management, and people management. Some of his responsibilities have included managing incident management operations, performing incident reviews and reports, chairing RCA meetings, and ensuring service management actions are tracked to closure. He has worked for HCL Technologies and Singapore Exchange in various process consultant and management roles.
This resume summarizes the professional experience of Vamshi Kiran, who has over 10 years of experience in IT service management, operations, project management, and critical incident management. The resume lists roles at NetApp India Pvt Ltd from 2012-2013 as Release, Problem & Recovery Manager and Release / Project Manager. Previous roles were at IBM (India) Pvt. Ltd. from 2009-2012 including Global Major Incident Manager and Process Lead – EMEA projects. Earlier experience includes roles at Avishk Globalisers from 2006-2008 and Hinduja TMT from 2003-2005. The resume highlights experience in incident, problem, change and release management as well as asset and configuration management.
Tim Scerri has over 20 years of experience in business analysis, project management, and reporting. He currently works as a Demand Specialist at Telstra, where he provides monthly reports to senior management, manages projects and risks, and helps achieve targets. Previously, he held roles at Telstra, WorkSafe Victoria, and Telstra Global Operations Center analyzing data, automating reports, and improving performance. He has strong skills in communication, customer service, administration, and computer programs like Excel.
Donna Hutto has over 15 years of experience in customer service and IT management roles. She has a proven track record of managing service desks, recruiting and training staff, and ensuring customer satisfaction metrics are achieved. Her background includes implementing IT service management best practices, defining service level agreements, and evaluating service management systems. She is skilled in problem-solving, process improvement, and motivating teams to meet goals.
This document provides a summary of Hemant Tiwari's qualifications for an IT service management role. It summarizes his nearly 4 years of experience in service management, operations, resourcing, training and communications planning. It also lists his technical skills including experience with MS Office, Webex, Maximo, ISM, Citrix, ServiceNow and TSO. His past work experience includes over 4 years with IBM and Barclays in roles such as Change Manager, Senior Operations Professional, and Process Advisor focused on incident management, change management and customer support.
This document provides a summary of an individual's qualifications and experience. It includes:
- Over 10 years of experience in operations management, business development, customer service and project management in the IT and ITES industries.
- Experience managing business functions and teams, developing strategies and processes, and maintaining client relationships.
- Recent experience as a Manager at HCL Technologies where responsibilities included managing audits, budgets, profitability tracking and training.
- Previous roles include Senior Analyst, Senior Process Analyst, and Assistant Consultant with responsibilities like resource management, process implementation, customer support and report generation.
- Relevant skills and qualifications include Prince2, ITIL, Agile, Six Sigma training
The document provides a summary of Madhu Sharma's professional experience and qualifications. In 3 sentences:
Madhu Sharma has over 13 years of experience in client relationship management and operations management, including roles at ExxonMobil Lubricants Pvt. Ltd handling customer service, process development, and CRM and SAP implementation projects. She is seeking new assignments in client relationship roles utilizing her expertise in customer relationship management, pricing, team management, and process improvement. Her experience includes positions in customer service, process development, safety leadership, and client relationship management for various companies in the services industry.
This document contains a resume for Vipin Kumar summarizing his professional experience and qualifications. He has over 15 years of experience in project management, service delivery, data center support, and people management. Currently he is a Senior Service Delivery Manager at Hitachi Systems Microclinic Pvt. Ltd. where he is responsible for projects management, service delivery, helpdesk/NOC management, technical assistance, and vendor management. He has previously worked for HCL Services Ltd. and Tritronics India Pvt. Ltd. in similar roles.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Introducing Milvus Lite: Easy-to-Install, Easy-to-Use vector database for you...Zilliz
Join us to introduce Milvus Lite, a vector database that can run on notebooks and laptops, share the same API with Milvus, and integrate with every popular GenAI framework. This webinar is perfect for developers seeking easy-to-use, well-integrated vector databases for their GenAI apps.
Enchancing adoption of Open Source Libraries. A case study on Albumentations.AIVladimir Iglovikov, Ph.D.
Presented by Vladimir Iglovikov:
- https://www.linkedin.com/in/iglovikov/
- https://x.com/viglovikov
- https://www.instagram.com/ternaus/
This presentation delves into the journey of Albumentations.ai, a highly successful open-source library for data augmentation.
Created out of a necessity for superior performance in Kaggle competitions, Albumentations has grown to become a widely used tool among data scientists and machine learning practitioners.
This case study covers various aspects, including:
People: The contributors and community that have supported Albumentations.
Metrics: The success indicators such as downloads, daily active users, GitHub stars, and financial contributions.
Challenges: The hurdles in monetizing open-source projects and measuring user engagement.
Development Practices: Best practices for creating, maintaining, and scaling open-source libraries, including code hygiene, CI/CD, and fast iteration.
Community Building: Strategies for making adoption easy, iterating quickly, and fostering a vibrant, engaged community.
Marketing: Both online and offline marketing tactics, focusing on real, impactful interactions and collaborations.
Mental Health: Maintaining balance and not feeling pressured by user demands.
Key insights include the importance of automation, making the adoption process seamless, and leveraging offline interactions for marketing. The presentation also emphasizes the need for continuous small improvements and building a friendly, inclusive community that contributes to the project's growth.
Vladimir Iglovikov brings his extensive experience as a Kaggle Grandmaster, ex-Staff ML Engineer at Lyft, sharing valuable lessons and practical advice for anyone looking to enhance the adoption of their open-source projects.
Explore more about Albumentations and join the community at:
GitHub: https://github.com/albumentations-team/albumentations
Website: https://albumentations.ai/
LinkedIn: https://www.linkedin.com/company/100504475
Twitter: https://x.com/albumentations
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Full-RAG: A modern architecture for hyper-personalizationZilliz
Mike Del Balso, CEO & Co-Founder at Tecton, presents "Full RAG," a novel approach to AI recommendation systems, aiming to push beyond the limitations of traditional models through a deep integration of contextual insights and real-time data, leveraging the Retrieval-Augmented Generation architecture. This talk will outline Full RAG's potential to significantly enhance personalization, address engineering challenges such as data management and model training, and introduce data enrichment with reranking as a key solution. Attendees will gain crucial insights into the importance of hyperpersonalization in AI, the capabilities of Full RAG for advanced personalization, and strategies for managing complex data integrations for deploying cutting-edge AI solutions.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/building-and-scaling-ai-applications-with-the-nx-ai-manager-a-presentation-from-network-optix/
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In this presentation, van Emden covers the basics of scaling edge AI solutions using the Nx tool kit. He emphasizes the process of developing AI models and deploying them globally. He also showcases the conversion of AI models and the creation of effective edge AI pipelines, with a focus on pre-processing, model conversion, selecting the appropriate inference engine for the target hardware and post-processing.
van Emden shows how Nx can simplify the developer’s life and facilitate a rapid transition from concept to production-ready applications.He provides valuable insights into developing scalable and efficient edge AI solutions, with a strong focus on practical implementation.
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
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We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Maruthi Prithivirajan, Head of ASEAN & IN Solution Architecture, Neo4j
Get an inside look at the latest Neo4j innovations that enable relationship-driven intelligence at scale. Learn more about the newest cloud integrations and product enhancements that make Neo4j an essential choice for developers building apps with interconnected data and generative AI.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
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UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
UiPath Test Automation using UiPath Test Suite series, part 6
July 2017 cv current
1. Lloyd McIntosh
46 Clammas Way
Cowley, Uxbridge
Middlesex UB8 3AN
Telephone 01895 850089
Mobile 07905 122486
E-Mail Lloyd.mcintosh@virginmedia.com
Linkedin https://uk.linkedin.com/pub/lloyd-mcintosh/61/656/21
PROFILE
As a motivated Customer focused, ITIL qualified IT Manager with 20 + years’ IT experience, 10 years in team
management and 2 years project management, my main areas of expertise are my ability to function under pressure
and work with people at all business levels to support and improve service delivery and to resolve incidents of all
priorities in an efficient and effective manner. I am very personable, have good time management skills as well as
good analysing and investigating skills which enable me to see solutions not problems.
KEY ACHIEVEMENTS
• Successfully consolidated 2 IT teams into 1 larger team to cover the UK.
• Managed workshops with key staff members to increase resilience in the team.
• Devised and documented incident processes for IT teams to increase efficiency.
• Developed and Introduced an ITIL based change control process.
• Helped to implement a customer satisfaction survey which led to improved service provision and relationships.
• Incident Manager during the migration of 10,000 + Global users from Microsoft Exchange to Google Mail.
Sovereign Business Integration Group. February 2017 – July 2017
Operations and Service Desk Manager.
• Management of 8 Support staff covering a 365/24/7 Service Desk dealing with Desktop and Infrastructure
support incidents/ requests from internal and external Customers.
• Maintain and improve/ implement procedures and guidelines for the safe and efficient operation of the Service
Desk. To manage the operations and Helpdesk personnelto ensure the efficient and timely execution of all
regular and irregular tasks/ duties.
• Provide management and clients with monthly and ad-hoc reports and statistics on the services provided
including utilisation and performance, having weekly and monthly service reviews with Customers and internal
staff.
• To ensure change control whenever there are changes to the computing environment and to plan and make
provision where and when required.
• To be the management escalation point for the Service Desk for incidents and problems.
• Work with account managers to ensure that client requirements are being met and any operating problems
identified and resolved, to manage major incidents and to provide major incident reports with RCA and Lessons
learned and to implement continous service improvement plans (CSIP).
• Work with Service delivery managers to provide resources for projects to be completed by myself and/or my
team, ensuring the project deadline is met and resourcing is provided without compromising BAU.
• To manage training for the Service Desk, enabling staff to provide a higher level of service to the Customer and
helping staff to progress within the department.
Connect Systems. 1 Year fixed term Contract - November 2015 – November 2016
Engineering Team Manager.
• Management of 13 Wintel/ Network Support staff covering 1st to 3rd line Desktop and Infrastructure support
issues/ requests forremote Customers.
• Assist in migration from old Helpdesk systemto a new one (Connectwise); member of working group to setup
and implement new call handling processes forIT support team.
• Call/ workload allocation and Monitoring of team performance in terms of calls resolved and time booked.
• Attend monthly Sales meetings to report on IT support team’s performance, Customer statistics and issues.
2. • Major incident management tasked with producing reports of major incidents, identifying problems and
coordinating responses and root cause analysis.
• Updating and improving SOPs, skills matrix and training plan, facilitating knowledge transfer amongst the
teams.
• Production of weekly and monthly KPI reports relating to IT support teams performance and Customer
statistics.
Northgate Information Solutions. April 2008 – July 2015
Wintel Server team lead. July 2013 – July 2015
• Reporting to the Director of IT, management of a team of 8 remote support Wintel/ Storage Engineers, dealing
with incidents at internal corporate and customer sites providing 24/7/365 support for 4000+ Servers and
ensuring that incidents,projects and change requests are adequately prioritised, resourced and that SLAs are
met.
• Being the lead for a number of specific Customer accounts,providing a point of focus and escalation for the
central service delivery to these key accounts,holding service review meetings and providing Capacity
management.
• Carrying out appraisals, setting and actively monitoring targets and objectives, development of team members,
training of staff and maintaining a skills matrix, ensuring staff follow Company security processes.
• Ensure that relevant information is effectively communicated to the team, that feedback is given and open
communication is maintained, both informally and via weekly team meetings.
• Working with offshore members of the Wintel team based in India as well otherInternal IT teams to improve
processes.
• Writing, and analysing reports, compiling resourcing forecasts and KPIs; presenting to stakeholders and
management.
• Involved in regular service review meetings with external suppliers, Customer Service Managers and internal
departments in order to improve service.
• Involved in major incident and problem management meetings, allocating resources and monitoring progress on
actions and outstanding major incidents relating to my team.
• Participating in Project acceptance / handovermeetings, new Technology briefings and disasterrecovery tests.
Incident Manager - Google Applications migration project. January 2013 – July 2013
• Main point of contact for Global End User support for issues around Google migration and to ensure that the
support teams are fully aware of their duties, compiled incident management process for offshore support staff
in India to follow.
• Owned and managed/collated all userissues,implemented a knowledge base and FAQ Web site based on
feedback.
• Tasked with providing solutions to resolve issues and to engage with Technical teams for escalated issues.
• Updated project team of any major issues for the business.
• Ran Bi Weekly Q & A sessions with Global users to resolve issues and identify questions for the knowledge
base.
IT End User Services Team Leader. May 2011-January 2013
• Reporting to the Director of IT, management of a team of 6-8, dealing with Wintel and desktop incidents at
internal corporate offices and home workers around the UK. Successfully consolidated 2 IT teams by having
requirement gathering meetings and knowledge transfer workshops between the teams and by having weekly
meetings to monitor progress and performance and to discuss feedbackfrom customer satisfaction surveys and
call stats KPIs/ SLAs.
• Hiring staff and mentoring/ monitoring, carrying out appraisals, objectives setting and development of existing
staff.
• Major Incident Manager for NPS IT worked with MI Manager for certain External customers to ensure reports
were produced and carrying out RCA and problem management.
• Reviewed and updated various processes including the incident management process,was main escalation
contact.
• Providing hands on support on Wintel Servers/ Exchange 2003, AD admin, VMware ESX management,
Blackberry BES server, terminal servers, VPN, Ghost imaging, Backups, Anti-Virus, PGP encryption,MS
Office.
3. • Involved in regular service review meetings with external suppliers, Customer Service Managers and internal
departments in order to improve service.
CIT (Central IT) Infrastructure Incident Team Leader. April 2008- May 2011
• Management of a multi-skilled team of 8, dealing with Networks, UNIX and Wintel incidents at Corporate
offices and Customer sites providing 24/7/365 support,motivated team members to take on more challenging
work and to work togetherbetter as a team, set goals during appraisals, produced weekly reports and stats o n
performance and reviewed.
• Monitored and reviewed procedures and ensured that staff updated documents and followed necessary
processes.
• Introduced new processes and reviewed existing procedures updating where necessary.
• Member of teams that implemented Change control and Customer satisfaction surveys.
• Major incident manager, managing MI teams, conducting root cause analysis (RCA) coordinating the
production of MI reports for internal and Customers use,issuing bulletins, tracking progress.
• Involved in regular service review meetings with external suppliers and internal departments in order to
improve service.
• Managing the workload of the team, to ensure that incidents were dealt with efficiently and effectively within
SLAs.
• Kept team’s skills matrix up to date, identifying training needs and arranging in-house technical workshops.
• Providing resource allocation/ prioritisation and service transition from delivery into production.
• Providing hands on technical support as part of day to day duties and when on 24/7 on call rota.
The Warranty Group LTD. July 2007-April 2008
Service Delivery Manager.
• Management of a team of 7,1st and 2 line Support technicians supporting 500+ staff at 2 locations in the UK and
6 in Europe. Managing call allocation and escalation, holding 1-2-1’s, team meetings, hiring, develop/ mentor
and train staff.
• Producing weekly and monthly statistics on SLA’s and KPI’s, allocating resources to tasks and increasing
productivity.
• Implementing and managing Change control using ITIL, producing service line descriptions for various
processes.
• Incident/ Problem management, compiling root cause analysis documentation for Severity 1 incidents.
• SOX representative for the IT department, carrying out SOX audits, compiling reports and assisting external
auditors.
• Providing hands on technical support when required.
SITOC LTD. Contract - May 2006-May 2007
Support Services Manager.
• Management of a team of 4 1st, 2nd and 3rd line IT support staff, supporting 28 remote SMB clients.
• Proactive Network monitoring of Customers remote Windows 2000/2003 Networks using Nagios, Problem
management, Customer satisfaction monitoring, investigating customer complaints, monitoring call stats and
staff performance against set goals and objectives, creating reports for internal use and for customers .
• Appraisals, training, hiring, mentoring and motivating staff, allocation of resources for otherteams and
departments.
• Involved with processes improvement, i.e. implementing and measuring KPI’s, participating in ISO 9000
workshops.
Watford Borough Council. Contract - July 2004-March 2006
I.T Infrastructure Team Leader.
• Management of a team of 4 3rd line infrastructure support staff, reporting to the ICT Head of service, carrying
out appraisals, 1-2-1 meetings, weekly team meetings, call allocation and SLA monitoring, liaise with suppliers
and otherICT teams, hire staff, team training, suggest/investigate Service improvements, promote knowledge
sharing.
• Managing projects using Prince2 methodology (Revenues and Benefits upgrade, XP rollout, WSUS, Wireless,
online Planning portal), allocate/ track teams projects progress using MS project 2000.
4. • Win2k/2k3 Network/Server multi-site support,Server purchasing/configuring/builds,data backup/restore,anti-
virus updates,E-mail monitoring/filtering, data/voice patching,Hardware asset log maintenance, contracts
maintenance, Firewall and Active Directory administration.
• Change control manager for the ICT department, headed change control working group,and then implemented
Change control using ITIL principles, continually identifying and implementing enhancements.
• Implemented SLAs for the IT department, gathered response and fix time information to formulate a SLA
agreement.
• Lead for the ICT Benchmark project in preparation for potential outsourcing bids,identifying all departments IT
costs.
Panasonic Mobile Communications. Contract - September 2003-June 2004
Helpdesk / Desktop Support Engineer. Contract - February 2003-March 2003
• Deputy for the team leader, call monitoring and allocation, carrying out reporting tasks and stats generation on
SLA’s and KPI’s, carrying out small projects, such as memory upgrades,Staff and equipment (data/PC/phone)
moves.
• Providing 2nd line support for approximately 300 users on Windows 2000 Workstations Laptops on NT4
Domains, using Microsoft Office/Outlook 2000, Patching and port moves on Nortel switches, setting up VPN.
Watford Borough Council. Contract - April 2003-September 2003
Migration Project / Desktop Support Engineer.
• Outlook 2002 migration and Desktop Support for 500+ Windows 2000/NT4, Office 2000/97 users at various
sites.
• Project managed Token ring to Ethernet migration, Ghost and RIS PC builds/ installations, departmental
moves.
CERTIFICATES
ITIL: - Service Delivery and Incident Management (Practitioner) Version 2.
ITIL: - Service Level management (Practitioner) Version 2.
ITIL: - IT Service Management Foundation,Version 2 and 3.
PRINCE 2: - Foundation.
MCSE: - Windows 2000/messaging.
TRAINING COURSES
ITIL: - Operational Support and Analysis (OSA) Version 3.
ITIL: - Service Delivery and Incident Management (Practitioner) Version 2.
ITIL: - Service Level management (Practitioner) Version 2.
ITIL: - I.T Service Management (Foundation), version 2 and 3.
Prince2:- (Foundation and Practitioner).
Successful Management skills course.
First Line Managers course.
Finance for non-Financial Managers.
Implementing and Administering a Microsoft Windows 2000 Directory Services Infrastructure
Microsoft: - Installing, configuring and Administering Windows 2000 Server.
Microsoft: - Exchange Server 5.5.
Security cleared to MOD SC, Police NPPV L3 + SC + Met police check clearance and enhanced CRB.
Hobbies and interests
I am Chairman of 2nd West Drayton Scouts executive committee, keeping fit, playing Golf occasionally.