• Evaluating performance and profitability on regular basis.• Communicating and implementing the overall direction and management of the ITIL processes.• Assisting, developing, and implementing training programs.• Identifying and constructing new process frameworks, as well as reviewing, recommending, and documenting improvements to established processes.• Managing all aspects of a change project, including project planning, estimating, budgeting, resource allocation, financial… Show more • Evaluating performance and profitability on regular basis.• Communicating and implementing the overall direction and management of the ITIL processes.• Assisting, developing, and implementing training programs.• Identifying and constructing new process frameworks, as well as reviewing, recommending, and documenting improvements to established processes.• Managing all aspects of a change project, including project planning, estimating, budgeting, resource allocation, financial management, and time management.• Supporting the change manager in decisions for major changes.• Evaluating Requests for Change (RFCs), the available resources, the impact of change, and organizational readiness.• Validating appropriate tests and evaluations, before high-risk changes are approved. Show less

• Designed and implemented new services, processes, and improvements.• Created a change management strategy for all New, Routine, Emergency, and normal changes.• Managed activities in a change project which includes engaging stakeholders in the change effort and ensuring they get ready to adopt the coming changes, measuring and reporting change progress, assessing business readiness, and supporting change adoption.• Produced, maintained, and improved documentation on various… Show more • Designed and implemented new services, processes, and improvements.• Created a change management strategy for all New, Routine, Emergency, and normal changes.• Managed activities in a change project which includes engaging stakeholders in the change effort and ensuring they get ready to adopt the coming changes, measuring and reporting change progress, assessing business readiness, and supporting change adoption.• Produced, maintained, and improved documentation on various internal processes.• Participated in pre-sales strategies.• Conducted post-implementation reviews to assess the decisions and performance related to the change request.• Designed a strategic approach to managing change and support operations.• Evaluated resistance in adopting the change at the user, process, and technology level and implemented training and communication to facilitate proposed change. Show less

• Implemented structural changes and demonstrated the ability to handle a group of people.• Worked on escalated abuse, phishing complaints, and technical issues.• Focused on management of SLA and customer experience.• Managed roster preparation and allocations.• Ensuring the overall completeness and accuracy of closed incidents.• Monitoring open incidents requiring assignment. Managing the assignment of incidents to their appropriate support groups for… Show more • Implemented structural changes and demonstrated the ability to handle a group of people.• Worked on escalated abuse, phishing complaints, and technical issues.• Focused on management of SLA and customer experience.• Managed roster preparation and allocations.• Ensuring the overall completeness and accuracy of closed incidents.• Monitoring open incidents requiring assignment. Managing the assignment of incidents to their appropriate support groups for resolution.• Facilitating the resolution of escalated incidents in accordance with the escalation policy.• Auditing Incident reports, analyzing RCAs, and implementing changes to minimize reoccurrences. Show less

• Deployed CentOS, Windows 2012R2 servers.• Installed security patches on operational and development systems.• Performed daily system monitoring using Nagios, OTRS, and application logs, and verified completion of scheduled jobs and backups.• SSL Certificate issuance and installation.• Maintained and managed Linux and Windows servers across multiple data centers & in Citrix farm.

• Implemented ERP system known as Verifer in educational institutions.• Created and processed a Request for Change, Assessed and evaluated change, coordinated change with the client, tested change prior to release, authorized and scheduled change implementation, implemented change, reviewed and closed change record.• Designed demos, prototypes, and conducted training.• Implemented newer system components for an existing environment and supported operations of the developed… Show more • Implemented ERP system known as Verifer in educational institutions.• Created and processed a Request for Change, Assessed and evaluated change, coordinated change with the client, tested change prior to release, authorized and scheduled change implementation, implemented change, reviewed and closed change record.• Designed demos, prototypes, and conducted training.• Implemented newer system components for an existing environment and supported operations of the developed components.• Supported new/existing clients to execute the initial and on-going transformation of their operating model. Worked closely with clients during the implementation project to ensure the success of the transition of their business. Show less

• Developed sales plan to drive business in cross channels.• Monitored phases of the sales cycle from prospecting, follow-up support till closure.• Provided training to newly hired insurance agents.

• Managed cluster of branches with a team of 6 members and with a challenge to cross-sell insurance product to bank customers and corporate clients.• Accelerated business figures by increasing regular follow-up schedule.• Delivered training to client employees.• A perfect blend of banking and insurance where I learned, best of marketing and management skills.

• Implemented wired local area networks and CCTV cameras.• Computer assembling, troubleshooting hardware, and software issues, installing peripherals, and drivers.• Coordinated with team members to make sure all technical issues got resolved as per SLA.• Actively participated in all phases of networking from need analysis, network design, product selection and evaluation to technical and commercial negotiations.