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.
