ITIL Service Management

Seeking an IT (support delivery or support services) position within Hydrocarbon Exploration / Oil and Gas downstream Industry.

Seeking an IT (support delivery or support services) position within Hydrocarbon Exploration / Oil and Gas downstream Industry. US or International assignment.
Effective in mitigation of IT risks, improved system performance, uptime and, continuous availability. ITIL Certified. US Citizenship.
• Target Account Selling and Siebel CRM Experienced within Sun’s Strategic Account Services- Fortune 100 companies
• Delivered high level of Availability (ITIL Aligned), satisfaction and Customer Loyalty
• Managed, developed, maintained executive relationships C levels, CIOS and IT Directors and acknowledged as a Trusted Advisor
• Reached goals and objectives defined in operational
• Ensure that the Services are delivered within the framework of Service Level Agreement with well defined terms and conditions
• Collaborated with Global Sales Organization within CEM model, to identify and promote upselling Professional Services and Proactive Services within accounts
• US Citizenship. Fluent in Arabic

4 years of ITIL implementing in IT environments
15+ years IT experience
ITIL Certified

Professional Experience
Freelance and Data Center IT project 2007- Present

Business Analyst and IT Consultant 2006-11/2006
Toyota Financial Services, Torrance, CA
Focusing on Availability Management within ITIL framework. Creating, developing and implementing Availability strategy leading to enhanced existing SLA and generating availability dashboard and metrics utilizing tools such as HP Service Desk, HPOV, Siebel Analytics, Topaz, Sitescope, and Microsoft Operations Manager. Recommend plans to enhance availability of existing applications and new projects aligning IT/Business needs. Align closely with Capacity, Service Level, Problem and Incident Management and service management processes.

Sun Microsystems Inc. 2000-2006
Program Manager 2005-2006
• Led, planned, organized, and directed activities of Sun Services, support and delivery in EMEA/US markets forunte 100
• Participated, supported engagements in Data Centers across US and EMEA for TOP accounts aligned with ITIL Best Technical Practices. Provide onsite training.
• Drove adoption of IT services and support readiness, reducing time to market
• Introduced Best Technical and Business Practices to support teams in the field
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BSEE

un Microsystems Inc.
Service Account Executive/Availability Manager 2003-2005
Oil & Gas Sector vertical
• Architect implementation of Preventive, Proactive Support Services to drive availability methodologies on Mission Critical Sun Systems based on ITIL and customer best technical practices that led to higher customer satisfaction and loyalty
• Assessed, mitigated and measured risks in Data Centers which increased Systems availability starting with a baseline of 99.9%
• Created Availability ScoreCards using planned and unplanned uptime, which resulted in improved systems availability, deployed Technical Best Practices for 3 Data Centers using Sun’ Solaris 8,9 and Sun SPARC platforms
• Developed Executive Relationships with CxO and Senior IT Directors
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ITIL
Education
BSEE, University of Rhode Island, Kingston, RI

Technical Skills
• ITIL Foundation Certified
• Experience with SNA Legacy Data Commutations connectivity and Solaris
• AS/400, Legacy Systems i.e Mainframe, X.25, ISDN, Token Rings, ATM
• Frame Relay, Data Communication at large.
• Worked with tools like HP Openview and Sun software from BMC likes Sun Management Center and varieties of SNMP based tools

Farabi, Dubai, UAE 1995-1997
Regional Technical Manager
• Maintained accounts in The Middle East, North Africa, Turkey and Pakistan
• Provided support, escalation, beta testing of Farabi software and hardware products
• Implemented and supported IBM SNA and AS/400. Conducted SNA training
University of Rhode Island, Graduate School of Oceanography 1988-1992
Marine Research Assistant
• Performed systems duties including: routine research, maintenance of computer archives, processing of satellite digital data, in DEC/VMS VAX environment
• Prepared time series satellite images using AVHRR, NOAA data