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SARDAR BARZINGI Kauppakartanonkatu 8 B 23 | Helsinki, 00930, Finland | +358503727199 [email protected] | www.linkedin.com/in/sardar PROFILE: IT MANAGEMENT AND RESOURCE DEVELOPMENT Determined and solutions-focused information technology and enterprise infrastructure professional with a career marked by 10+ years of experience and accomplishments in strategic IT management and infrastructure design, implementation, maintenance, and support roles within diverse industries and cultures. Develop, manage, and oversee IT portfolios, teams, technical roadmaps, and implementations as well as strategic and day-to-day operations for client-facing infrastructure support and processes. Plan, organize, direct, control, and evaluate the information systems operations, projects, and staff, working collaboratively across all levels to evaluate and plan system requirements, specifications, budgets, and strategy. Experienced in providing high-level project oversight with responsibility for policy decision, scope definition, project leadership and direction, and budget management. Lead and contribute to IT operational excellence strategy through the implementation of organizational improvements, training, strategy, and IT infrastructure solutions. Apply experience and technical knowledge to provide leadership, oversight, and monitoring of an organization’s technical operations, infrastructure, services capabilities, systems, and resources. Cultivate effective working relationships with clients, stakeholders, and vendors, maintaining a broad knowledge of and understanding of the business and client objectives. SKILLS & CAPABILITIES ITIL Infrastructure Service Management | IT business & Strategy Analysis | Project Management Lifecycle |Big Data Science |Lean Six Sigma | Software Development & Testing Lifecycle | Incident & Process Management Hands-on experience in enterprise IT support and service delivery combined with knowledge of big data science and strategy management. Diverse global acumen with the capacity to display a strong understanding of the cultural differences specific to the Middle East and United Arab Emirates. Capable of translating strategic decisions into day-to-day practice, applying operational excellence throughout the enterprise, and deliver solutions that meet the technical and operational needs of clients in diverse cultures. Strong analytical and problem solving skills with the ability to master new challenges and technologies. Multi-lingual with advanced communication skills in English, Arabic, Swedish, Kurdish, and Turkish as well as basic-level Finnish. PROFESSIONAL EXPERIENCE HCL Technologies Ltd., Helsinki, Finland October 2012 - Present IT Service Desk Manager Manage service desk operations and a staff of 14 responsible for the delivery of end-to-end, 24x7, first-level technical support to a dedicated client base. Team lead and primary point of contact for Level 2 and critical escalations, as well serving as direct contact for client-side senior managers. Hold primary responsibility for the service desk domain of new projects, as well as serving as team representative in working with cross-functional teams throughout project development and launch. Designed and built multiple IT service desks, teams, and processes, leading projects through multiple and complex phases from inception through to operation and post-launch support. Provide day-to-day management of support team to ensure all deliverables and operations are met. Setup and managed the launch of a dedicated service desk for 2 separate customers, utilizing ITIL processes to improve and implement call center structure and improve client’s overall IT infrastructure. o Oversaw and coordinated knowledge transfer functions, leading initial client requirements and information gathering sessions. Translated detailed data into functional specifications and service level agreement metrics. o Worked directly with clients in establishing all SLA deliverables, ensure SLOs, contract terms, and account relationship strategy.

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SARDAR BARZINGI Kauppakartanonkatu 8 B 23 | Helsinki, 00930, Finland | +358503727199

[email protected] | www.linkedin.com/in/sardar

PROFILE: IT MANAGEMENT AND RESOURCE DEVELOPMENT

Determined and solutions-focused information technology and enterprise infrastructure professional with a career marked by 10+ years of experience and accomplishments in strategic IT management and infrastructure design, implementation, maintenance, and support roles within diverse industries and cultures.

Develop, manage, and oversee IT portfolios, teams, technical roadmaps, and implementations as well as strategic and day-to-day operations for client-facing infrastructure support and processes.

Plan, organize, direct, control, and evaluate the information systems operations, projects, and staff, working collaboratively across all levels to evaluate and plan system requirements, specifications, budgets, and strategy.

Experienced in providing high-level project oversight with responsibility for policy decision, scope definition, project leadership and direction, and budget management.

Lead and contribute to IT operational excellence strategy through the implementation of organizational improvements, training, strategy, and IT infrastructure solutions.

Apply experience and technical knowledge to provide leadership, oversight, and monitoring of an organization’s technical operations, infrastructure, services capabilities, systems, and resources.

Cultivate effective working relationships with clients, stakeholders, and vendors, maintaining a broad knowledge of and understanding of the business and client objectives.

SKILLS & CAPABILITIES

ITIL Infrastructure Service Management | IT business & Strategy Analysis | Project Management Lifecycle |Big Data Science |Lean Six Sigma | Software Development & Testing Lifecycle | Incident & Process Management

Hands-on experience in enterprise IT support and service delivery combined with knowledge of big data science and strategy management.

Diverse global acumen with the capacity to display a strong understanding of the cultural differences specific to the Middle East and United Arab Emirates.

Capable of translating strategic decisions into day-to-day practice, applying operational excellence throughout the enterprise, and deliver solutions that meet the technical and operational needs of clients in diverse cultures.

Strong analytical and problem solving skills with the ability to master new challenges and technologies.

Multi-lingual with advanced communication skills in English, Arabic, Swedish, Kurdish, and Turkish as well as basic-level Finnish.

PROFESSIONAL EXPERIENCE

HCL Technologies Ltd., Helsinki, Finland October 2012 - Present IT Service Desk Manager

Manage service desk operations and a staff of 14 responsible for the delivery of end-to-end, 24x7, first-level technical support to a dedicated client base. Team lead and primary point of contact for Level 2 and critical escalations, as well serving as direct contact for client-side senior managers. Hold primary responsibility for the service desk domain of new projects, as well as serving as team representative in working with cross-functional teams throughout project development and launch. Designed and built multiple IT service desks, teams, and processes, leading projects through multiple and complex phases from inception through to operation and post-launch support. Provide day-to-day management of support team to ensure all deliverables and operations are met.

Setup and managed the launch of a dedicated service desk for 2 separate customers, utilizing ITIL processes to improve and implement call center structure and improve client’s overall IT infrastructure.

o Oversaw and coordinated knowledge transfer functions, leading initial client requirements and information gathering sessions. Translated detailed data into functional specifications and service level agreement metrics.

o Worked directly with clients in establishing all SLA deliverables, ensure SLOs, contract terms, and account relationship strategy.

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SARDAR BARZINGI | +358503727199 | [email protected] | PAGE 2

Cultivated strong and trusted working relationships with clients through the development of a high-level, service-oriented team, achieving client recognition for excellence in service delivery for attaining 100% of SLA and KPI metrics and customer satisfaction scores.

Developed new service improvement processes and models with documented savings of 120K Euro and a projected 500K Euros for 2 key clients. Model has been applied as a best practice model at the global level within the company.

The Department of IT, Council of Ministers, Erbil, Iraq May 2009 - December 2010 IT Support Unit Manager

Built the technical support infrastructure for this specific unit of the Kurdistan Regional Government. Established the IT support unit from the ground-up and managed day-to-day operations, infrastructure, networks, and support systems to manage the evolving technical needs of organization. Established IT rules and policies. Recruited and developed a strong, goal-oriented team representing the backbone of the company and providing the technical support to the organization and its external partners.

Developed short- and long-term project plans and deployment strategies for the setup, maintenance, and enhancement of the department’s technology systems and infrastructure.

o Led and managed a project for the research, planning, and installation of a new LAN network within the department. Designed overall structure, requirements, installation plans, and physical layout.

o Deployed and migrated MS Windows 7 and Office 2007 to 500 clients.

IT support unit was recognized as the ideal model for an IT service unit within the organization.

IBM Corporation, Dublin, Ireland December 2006 - July 2008 Senior User Administrator

Promoted to a senior administrator role with responsibility for performing second level support functions for user domain account management and backend system administration functions (Active Directory, MS Exchange, SAP, and Lotus Notes). Served as team lead assistant responsible for the mentoring of new staff members, performance auditing, and cross-functional communication and planning of technical strategy development and execution planning.

IBM Corporation, Dublin, Ireland June 2006 - December 2006 Customer Service Representative

Hired to provide first level technical support to end users of a major international medical company. Leveraged advanced language skills to provide remote, telephone, and email Windows-based support to 30-45 users per day while communicating in both English and Swedish languages.

International Organization for Migration (IOM), Helsinki, Finland March 2004 - January 2005 Project coordinator

Served as liaison and assisted with program coordination and translation functions related to the AVR program. Leveraged extensive language skills to act as the face of the organization to work in collaboration with the Danish government by providing translation and communication services to gain a thorough understanding of the individual needs and situations of the Iraqi refugees.

Demonstrated client management, empathy, and communication skills by communicating in English, Kurdish, Arabic, Swedish, and Turkish to gain a total understanding of cultural aspects that were critical to each individual’s situation.

EDUCATION

The Novia University of Applied Sciences, Finland Master of Engineering, Technology Based Management/Big Data Science & Management

Bachelor of Science, Computer Engineering/Computer Technology