Mohamed Shakeel Email and Phone Number
Mohamed Shakeel personal email
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At Sysco, our team consistently achieves the highest standards of customer service and SLA adherence. With a robust background in IT operations and service delivery, my leadership has been instrumental in steering the Service Desk operations in Sri Lankan to success. I have led and supported several projects for prestigious clients, such as Mashreq Bank, Etihad Airways, IBM, Citi, and CIGNA, and delivered quality results and solutions.My approach integrates close collaboration with IT, delivery teams, and esteemed vendors, ensuring a seamless service experience. The successful monitoring and reporting through Service-Now dashboard is a testament to the team's commitment to operational excellence. As a Microsoft Certified Professional with other specialized certifications, my goal is to continually drive improvement and champion the use of cutting-edge technology to enhance our service delivery capabilities.
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Senior Team LeadSysco Apr 2024 - PresentManaging and oversee the service desk team in Sri Lanka and ensure the highest level of customer service and SLA compliance with handling & coordinating escalations and incidentsCoordinating with Europe locations (UK & Ireland) for Service Desk & Incident Management process alignment for seamless transition with the parent organization -
Team LeadSysco Oct 2022 - Apr 2024Managing and oversee the service desk team in Sri Lanka and ensure the highest level of customer service and SLA compliance with handling & coordinating escalations and incidents
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Service Desk Team LeadVirtusa Jun 2021 - Oct 2022Sri LankaEffectively managing and leading the Service Desk team in Sri Lanka to drive the company proficiency and success. By collaborating with the IT Team by handling Escalation Management and Incident Management to ensure agreed SLA are met. Also coordination with internal IT Teams, Delivery teams & Vendors (Microsoft + Business) on the issues to achieve the highest level of customer serviceOperations Support, Service-now dashboard monitoring & Reporting through Service-Now. Defined & initiated projects, tasks production team, manage & schedule the performance of components of projects, while working to ensure the ultimate success & acceptance of the programHandling Secure projects Citi & CIGNA client issues & provide the IT related details which required -
Senior It Engineer Team Lead (It Service Delivery)Ibm Dec 2016 - Dec 2020United Arab EmiratesSupport & worked at Etihad Airways client account:IT service delivery team lead, ensuring SLA compliance through the call management software and providing 24 X 7 technical support. Technical support to Etihad Airways Engineering & Abu Dhabi International Airport - Abu Dhabi, UAE IT OperationsHandled incidents & escalation management to manage the day-to-day triage of tickets, break-fix items. Needs & endure tickets are correctly prioritizedDefined & initiated projects, tasks production team, manage & schedule the performance of components of projects, while working to ensure the ultimate success & acceptance of the programSuccessfully complete Airbus Simulator Taring Classroom setup & configuration program in Toulouse - France - Sponsored by Etihad Airways -
Senior Engineer (Service Desk Management / Technical Support Team Lead)Etihad Airways P J S C Apr 2015 - Dec 2016AbudhabiIT service delivery team lead, ensuring SLA compliance through the call management software and providing 24 X 7 technical support. Technical support to Etihad Airways Engineering & Abu Dhabi International Airport - Abu Dhabi, UAE IT OperationsHandled incidents & escalation management to manage the day-to-day triage of tickets, break-fix items. Needs & endure tickets are correctly prioritizedDefined & initiated projects, tasks production team, manage & schedule the performance of components of projects, while working to ensure the ultimate success & acceptance of the program -
Senior It Engineer (It Service Delivery)Abudhabi Aircraft Technologies Dec 2007 - Apr 2015United Arab EmiratesSupervising the service desk, ensuring SLA compliance through the callmanagement software and lead the 24 X 7 technical support teamDevelop project concepts and maintain optimal workflow.Day to Day operations support for Hardware, Software / Applications &Server / Network related requirements & issues.Oracle cMRO implementation & maintenance support coordination withIT & BusinessManaging incident escalations & reporting to the IT Manager -
It Engineer (Field Support)Mashreq Bank Jan 2005 - Dec 2007United Arab EmiratesAdministered helpdesk Support System, IT workshop Support & Maintenance usingthe Call Management Software’s Service Desk Pro & HP Open ViewWorked with image deployment sever technologies like Altiris, Acronis,etc. Oversaw support for all banking software, network, serverinstallations and configuration, etc., for all Mashreqbank branches andMasafi offices throughout the United Arab EmiratesLooked after maintenance &field support for Mashreqbank CCDM(Cash & Cheque Deposit Machine) & ATM all over UAEFunctioned as an IT In-charge Officer for Qatar - Mashreqbank head office & branches in period of absence of the IT In-charge officer -
It Service Delivery ExecutiveMarkserv ( Pvt ) Ltd Jun 2003 - Dec 2004Sri LankaSystem support level:Data entry, Application, Hardware & Network support
Mohamed Shakeel Skills
Mohamed Shakeel Education Details
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American Institute Of Business And ManagementBusiness Administration And Management, General -
Business Administration And Management, General -
WinsysComputer Hardware & Networking
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Mathematics
Frequently Asked Questions about Mohamed Shakeel
What company does Mohamed Shakeel work for?
Mohamed Shakeel works for Sysco
What is Mohamed Shakeel's role at the current company?
Mohamed Shakeel's current role is Senior IT Lead | IT Service Management | Service Desk Management | ITIL.
What is Mohamed Shakeel's email address?
Mohamed Shakeel's email address is sh****@****ail.com
What schools did Mohamed Shakeel attend?
Mohamed Shakeel attended American Institute Of Business And Management, University Of Atlanta, Winsys, Zahira College Mawanella.
What skills is Mohamed Shakeel known for?
Mohamed Shakeel has skills like Servers, Network Administration, System Administration, It Service Management, Itil, Windows Server, Microsoft Exchange, Networking, Active Directory, Troubleshooting, Ccna, It Operations.
Who are Mohamed Shakeel's colleagues?
Mohamed Shakeel's colleagues are Jérôme Courselle, Ric Donnelly, Alan Dunn, Benjamin Watford, Charles Hoover, Corey Garcia, Vincent Micoud.
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Mohamed Shakeel
Entrepreneur | Sales | Marketing | Investor | Criptocurrency | Photography | Mba |Cse | Gds | Iata | Content Creator | YoutubeKandy District -
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