Mo Khan Email and Phone Number

Responsible for the management of a large widespread team ensuring the successful delivery of Wintel services and solutions across multiple clients. Central to the role was the setting of team business objectives and devising plans to achieve these goals that ultimately drive the business forward.

Managed the flow and implementation of non-standard requests; liaising as necessary with internal technical and change teams in order to understand and technically scope the requirements, liaising with the client / requester appropriately in order to clarify any points. Logically sequencing individual activities to achieve a required outcome, agreeing OLA’s as necessary and managing the full project life cycle through to implementation. Direct communication with the client is key to the successful delivery of this role, in addition to a detailed understanding of quotes and charges.

A Service Analyst works with global Mars Business Units, understanding key user requirements, analysing changes or problems, and working with the technical teams to implement the correct change/solution for the global rollout of the Oracle Agile PLM for Process Application. Worked closely with service team in local and remote geographical locations to provide application support and training using the ITIL framework. Delivered timely technical solutions to operational issues, working with technical resources. Solely responsible for the setup of a ITIL compliant support structure for the global application, including documentation and subsequent training to wider teams and users. Solely owned support processes of service design, service transition and service operation; with a great focus on the development and implementation of the Oracle Agile PLM for Process Global Security Matrix. Successfully managed the release of global templates for the Oracle Agile PLM application across Europe and North America, thus ensuring resources, development, release and maintenance are all well managed within the Service Management team. Maintained service availability across environments and successfully reported on incidents, problems, changes, knowledge and capacity through regular service reviews with clients.

As a Development Analyst for the rollout of the Global PLM application, one is responsible for the management of the analysis, design, and development of the Oracle Agile PLM application and supporting processes to satisfy defined business needs; working closely with process owners and other project team members to translate business requirements into process, technical and software solutions. Responsibilities also include Technical Resource Management, functional/technical documentation and various other aspects of Project Management.

Worked in a vast Architecture and Engineering department; mainly operating within the Data Centre team by managing, installing, configuring and decommissioning client solutions. Successfully troubleshot and rectified client server issues. Created and managed a stock management system for colleagues to identify required server parts with ease. Role required pro-active communication skills with most departments as well with clients; high level of professionalism was a necessity. Designed documentation material and guidelines for the alteration of the change procedures on client solutions; solely introduced this into the company. Given the responsibility to fully manage projects in their entirety. Worked in the hectic environment of the monitoring and management centre; actively working on the support desk and 1st line support where server issues were acknowledged, analysed and rectified within agreed SLA’s.