Errol Goyal, Itil4-Mp Email & Phone Number

Doha, Qatar

➢ Responsible for directing and overseeing the efficient and effective delivery of L1 and L2 support services, ensuring that deliverables and functionality are achieved as defined in thecontract and agreed KPIs and SLA.➢ Responsible for effective and reliable onshore and offshore end-user support operation. Optimizing service performance and continuous improvement of L1 and L2 service delivery.➢ Manage L1 and L2 teams to ensure client expectations are not only being met, but to increase customer satisfaction by system enhancements and improvement in service delivery.➢ Oversee the incident and problem management processes, ensuring timely resolution of incidents and effective problem investigation and resolution.➢ Act as a point of escalation for major incidents, coordinating the necessary resources and ensuring timely communication and updates to stakeholders.➢ Act as a focal point for end-user complaint tickets, ensuring proper investigation, updates, and coordination with relevant stakeholders.➢ Responsible for adherence to compliance documents, procedures, and policies as per Diyar ISO standard.➢ Responsible for timely consolidation of agreed monthly reports and its continuous enhancements to promote more visibility of all Diyar Team’s added value to the client’s environment.➢ Responsible for Project-Operations of all Diyar Services (ServiceDesk, Onsite Support L2, Application, Systems, Network and NOC team) to ensure that project involvement and resources are manage accordingly.➢ Develop and maintain relationships with key stakeholders, including end-users, Client SMEs, IT vendors and other departments.➢ Serve as a back-up of L3 Service Delivery Supervisor

Doha, Qatar

➢ Ensures high quality L1 and L2 end user support by monitoring IT daily operation performance thru ITSM tool. Created dashboards to effectively captures priority tickets.➢ Daily SLA analysis of incidents and service request to make sure no breach of SLAs.➢ Facilitates IT related projects for end user devices requirement in onshore (new offices and office moves), offshore (new offices, barges, Rigs commissioning and decommissioning), and all remote offices.➢ Facilitates project coordination between IT and different offshore contacts and approvers.➢ Provide and manage end users service improvements.➢ Responsible for all L1 and L2 support processes, SOPs, user guides, and documents. Securing all are updated regularly and available to all team members.➢ Ensures proper management of all end-user equipment life cycle from ordering to scraping of items.➢ Ensures that end-user equipment’s capacity is ready to accommodate the business demand.➢ Responsible for the day-to-day support of meeting rooms and other specialized rooms in both onshore and offshore locations.➢ Ensures all desktops, laptops, and workstations base image are up to date.➢ Responsible for making sure that offshore IT rotations are managed accordingly, and support on-call are always available for escalations, off hours calls, and being an integral part of the Emergency Management Team.➢ Facilitates regular coordination meeting with ServiceDesk (L1) team lead on a weekly basis to discuss operational concerns and user feedbacks that requires attention andimprovements to enhance customer satisfaction.

Doha, Qatar

➢ Handles day-to-day L2 support in HQ and in offshore via remote assistance, phone call or site visit if required. Supports and configures desktop, workstation, laptops, and IP phones.➢ Assist Network and System team for any switch or server installation or transfers in offshore.➢ Print Service administrator. Responsible for all printer services, vendor coordination, and contract management.➢ Monitors IT daily operation performance in offshore. Always looking for any service improvement opportunity from the daily report and handover provided by team members.➢ Involve in offshore IS related projects. Facilitates project coordination between IT and different offshore contacts and approvers.➢ Manages IT offshore support schedule.➢ Facilitates offshore bi-monthly and handover meetings.➢ Monitor and review open incidents offshore to make sure that no incident has breach SLAs.➢ Secures all IT offshore SOPs, user guides, and documents are updated and available to all team members.

Doha, Qatar

➢ Provide L1/L2 support for incidents and service requests to users in Maersk Oil Qatar.➢ Supports and configures desktop, workstation, laptops, and IP phones.➢ Provide end user support for Enterprise Mobility solutions like Citrix, RSA token, checkpoint VPN, Citrix.➢ Integral technical function in the Emergency management team including broad understanding of the special software and systems used by the team.➢ Provide immediate troubleshooting to the collaboration systems, monitor the installation, escalate issues and ensure that all SLAs are met by the supporting vendors.➢ Configure VC devices, maintaining, monitoring, and troubleshooting for various day to day issues to support the business such as, Smart board, projectors, Barco Video Wall and click Share devices.➢ Manage infrastructure assets in accordance with the COMPANY's IT procedures, including coordinating logistics➢ Completely responsible for day to day IT operational support for the Offshore Community – including desktop, workplace, communication, and server systems.➢ Responsible for day to day maintenance of specialized meeting rooms and control rooms offshore➢ Handles Offshore in basic Troubleshooting of network issue including wi-max issues on platforms, Rigs, FSO’s and on supply Vessels➢ Handles Offshore commissioning and decommissioning of Data center servers and storage systems.➢ Asset management using FA soft asset management system.➢ Demonstrate a high level of awareness in safe working practices associated with the design, construction, pre-commissioning, commissioning and installation and hook-up of offshore oil and gas facilities.➢ Extensive experience working under permit to work systems and adhering to permit to work conditions.

Makati, National Capital Region, Philippines

➢ Installations, configurations, and maintenance of network Core Routers and switches, distribution, and access switches, Cisco ASA/PIX Firewalls, F5 load Balancer, Webscreen, structured network cabling, and Telephony. 24-by-7 and on-call monitoring of network infrastructure.➢ Design, implement, and maintain network infrastructures required for operations.➢ Install and manage devices and bandwidth monitoring tools used by NOC such as Opmanager, Netflow, Nagios, and Cacti.➢ Mitigate and maintain good network traffic to our customers when times of DDOS attack and other network issues.➢ Coordinates with the Telecommunication carriers and suppliers for any communication requirements needed.

Makati, National Capital Region, Philippines

Philippines

➢ Installation, configuration, and maintenance of network core switches, routers, firewall and structured network cabling.➢ Administration and Monitoring of Network equipment such as routers, switches, modems. Update documentation for any maintenance, upgrade of any network equipment.➢ Provides design, adequate planning, project management for special projects of structured cabling systems, Electrical, and UPS Data Center requirements of Philam Group Affiliates.➢ Report and Coordinate to AIG Technologies Regional Office (Hongkong) for any network changes and follow Change Management procedures using Peregrine Service Center andRemedy Action Request Systems.➢ Coordinates with the Telecommunication carriers and suppliers for any communication requirements needed.

Philippines

➢ Configure PC’s, printers, modems, scanners, fax modems, and network interface cards. Connect workstation to the network. Install required Operating System files, device driver, and executables. Test and certify functions. Installed company approved software and electronic access.➢ Troubleshoot all computer problems to determine if hardware or software related and rectify the problem. Attend to user’s need and trouble at the workstation and assist the user inresolving problem. Repair defective hardware and upgrade if necessary. Maintain PC’s, printers, modems, routers, and hubs. Update the virus scan and scan for viruses.

Philippines

➢ Aids users regarding hardware and system related problems.➢ Executes all scheduled production runs and procedures to unsure delivery of identified production targets/levels.➢ Continuously monitor operational status of all Data Center equipment.➢ Resolves all ATM problems and system errors if within my capability.➢ Monitors and prepares system performance reports.