Mohammad Gilany
Service Management Consultant
Employed
Available
A determined, driven and enthusiastic IT Professional with 7 years of proven achievements in information technology and systems management involving infrastructure management, Service Desk, process analysis, and service delivery. Adept at providing IT services and solutions as well as developing new processes with a vast experience of managing expectations and providing excellent customer service.
System Specialist
Vodafone Shared Services
January 2015
to February 2016
Full-time
Budapest
Hungary
- Production support of Remedy 8.1 environments with Incident Mgmt, Problem Mgmt, Change Mgmt, and user/foundation data de-ployment
- Subject matter expert in BMC Remedy System responsible for maintaining and modifying the system based on requirements and best practice
- Work with other users of Remedy to enhance effectiveness and col-laborative capabilities
- Setup of enhanced dashboards for KPI management in operations and work closely with operation managers to implement their requirements (BMC Analytics)
- Provide guidance to account teams and team leads on all aspects of IT Service Management
- Configuration of service and operation level measurements in line with customer needs and MSAs
- Act as Quality Assurance for requirements and solutions to ensure they meet system development best practices
- Point of contact for MIS related issues ensuring the reporting team can obtain the correct reporting from business objects
- Support the definition of appropriate KPIs and metrics to monitor progress towards the agreed scope of work and later on in the op-erations
- Gather and analyze data to prepare projects status reports indicating the progress achieved, milestones completed outstanding issues and budget expended.
Senior System Analyst
Vodafone International Services
March 2013
to January 2015
Full-time
Cairo
Egypt
- Production support of Remedy 8.1 environments with Incident Mgmt, Problem Mgmt, Change Mgmt, and user/foundation data de-ployment
- Subject matter expert in BMC Remedy System responsible for maintaining and modifying the system based on requirements and best practice
- Work with other users of Remedy to enhance effectiveness and col-laborative capabilities
- Drive system efficiency between operation centers
- Setup of enhanced dashboards for KPI management in operations and work closely with operation managers to implement their re-quirements (BMC Analytics)
- Provide guidance to account teams and team leads on all aspects of IT Service Management
- Configuration of service and operation level measurements in line with customer needs and MSAs
- Act as Quality Assurance for requirements and solutions to ensure they meet system development best practices
- Point of contact for MIS related issues ensuring the reporting team can obtain the correct reporting from business objects
- Support the definition of appropriate KPIs and metrics to monitor progress towards the agreed scope of work and later on in the op-erations
- Gather and analyze data to prepare projects status reports indicating the progress achieved, milestones completed outstanding issues and budget expended.
Senior Support Center Engineer at Vodafone Egypt (acting as Supervisor)
Vodafone International Services
December 2011
to March 2013
Full-time
Cairo
Egypt
- Monitoring the team activities and KPIs
- Produce and maintain service improvement plans
- Produce SLAs and support models for new services
- Training and assisting junior engineers to solve complex problems.
- Writing/updating technical manuals and knowledge base
- Handling & resolving escalated incidents.
- Liaising problem management activities with other lines of support
- Engage with key business users to understand the service expectation and make adjustments where necessary
- Perform daily health check on all IT systems and report any failure or issue on the system to the on call engineers
- Take the responsibility of complex incidents and challenge second line technical engineers’ responses to ensure incident resolution
Support Center Engineer
Vodafone Egypt
September 2008
to December 2011
Full-time
Cairo
Egypt
- Own and manage the relationship with all users by resolving incidents effectively and efficiently
- Coordinates interactions across all channels in "real time"
- Track and route problems and requests and document resolutions
- Stay current with system information, changes and updates
- Ensure that the service level agreements are met and maintained Au-tomating Daily Management tasks related to IT infrastructure
- Assist in analyzing all kind of client problems
- Engaging in Managing/deploying/updating business solutions
- Monitor the operations for all office servers (Active Directory, Ex-change, Citrix, etc.)
