Sreejin PS
Summary
Strategic IT Professional well-versed in information technology and project management. Committed to prioritising tasks and finding solutions to optimise operations. 15 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
7
7
Certification
Work history
Assistant Manager-IT & Projects
Emirates NBD Asset Management
DIFC, Dubai, UAE
07.2016 - Current
- Develop loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Organise workspaces for employees with computer, monitors and associated cabling or equipment.
- Follow technical documentation for accurate installation, maintenance and repair work.
- Deliver reliable, high quality technical support to users daily.
- Provide production support for various back/front office trading systems including Advent APX, Moxy, Tradex, Bloomberg and other banking applications like Swift Payment/Business Online and other in‑house systems
- Collaborate with business, vendors, and other stakeholders in problem definition, business case development, requirement, developed, and implemented user acceptance testing
cases, plans and deployment. - Designed, developed, and implemented user acceptance testing cases and plans.
- Assist in preparing detailed FSD/WAD and BRD Documents for the IT Projects Interface with external software vendors for product issue troubleshooting and resolution; initiating Service Requests as necessary with other 3rd Party Vendors
- Responsible for monitoring and overseeing the customer performance under the terms of contract,including service objectives and SLA, operating level compliance and strategic
issue resolution - Provide root cause analysis for any systems or process issues, ensuring remediation plans
are devised, discussed, and agreed on, and results are in permanent resolution of issues. - Overseeing an organizations data, including client information and internal information
- Liaise with internal business and IT groups in performing support activities, system
configuration(Laptops, Avaya Phones, Mobile devices) and enhancement requests - Responsible for Business Continuity Management
- Planning and undertaking scheduled maintenance upgrades
Create SSRS reports for the Operations/Front Office Teams to improve efficiency - Conduct periodic review meetings with the team to track support status
IT Support Engineer
Wipro LTD
Dubai, UAE
02.2013 - 06.2016
- Resolving Network and Computer Hardware issues
- Installing, Configuring, and troubleshooting different Business Applications, ADS Management 2008 Server
- Configuring Laptops, Mobile devices(IOS/Android) Switches and LAN, activating switch ports
- Project Coordination with the Group IT Team and Client to meet the business requirements
- Follow Escalation Matrix for problem resolution as per defined SLA
- Drive enhanced performance figures for IT team and department to meet stated management expectations and relevant standards
- Manage incidents, service requests, problem analysis and resolution for application problems engaging vendors as required
- Lead critical incident resolution and escalation and participate in major incident reviews
- Installing and configuring operating systems, anti‑virus software and other applications
- Ensure continual improvement in customer satisfaction, deliver high value services and productivity
- Prioritised and managed multiple cases simultaneously with 100% user satisfaction
- Installed multiple platform workstations, such as Linux, Windows, macOS to test hardware and software compatibility
IT Support Engineer
IT People Gulf
Dubai, UAE
12.2012 - 01.2013
Network/System Administrator
Netware IT Solutions
Cochin, India
04.2011 - 11.2012
Senior Technical Support Executive
Sutherland Global Services
Cochin, India
10.2007 - 02.2011
Education
Master of Science - Electronics
Mahatma Gandhi University
Kerala, India 06.2005 - 06.2007
Bachelor of Science - Electronics
Mahatma Gandhi University
Kerala, India 06.2002 - 06.2005
Skills
- Office 365
- IT security and networking
- Microsoft Teams
- Windows & Linux operating systems
- Training and development
- Excel proficiency
- Documentation and reporting
- Infrastructure development
- Troubleshooting proficiency
- Customer service expert
- Expert in disaster recovery
- SQL/SSRS
- Windows Server/Active Directory
- Bloomberg
- Advent Portfolio/Order/Trade Management System
- Remedy Management System
- JIRA
- VMware/Azure Virtual Desktop
- SCCM
Certification
- MCITP - Microsoft Certified IT Professional
- ITIL
- CSM® - Certified Scrum Master
- MS SQL Server
- CISI Level 1 Introduction to Securities and Investment
- CISI Level 3 Technology in Investment
- Certified Associate Program
Languages
English
Fluent
Hindi
Fluent
Malayalam
Native
Awards & Achievments
- Service Excellence Award (11/2021) - Emirates NBD Asset Management
- Service Excellence Award (12/2020) - Emirates NBD Asset Management
- Service Excellence Award (10/2019) - Emirates NBD Asset Management
- Service Excellence Award (10/2017) - Emirates NBD Asset Management
- Service Excellence Award (02/2016) - Emirates NBD Retail Cards
- Best IT Support Engineer (12/2015) - Wipro LTD
- Outstanding Achievement Award for Tier 2 Support (01/2011) - Sutherland Global Services
- Outstanding Performance in Customer Delight (02/2010) - Sutherland Global Services
- Best Performer of the month (04/2009) - Sutherland Global Services
Timeline
Assistant Manager-IT & Projects
Emirates NBD Asset Management
07.2016 - Current
IT Support Engineer
Wipro LTD
02.2013 - 06.2016
IT Support Engineer
IT People Gulf
12.2012 - 01.2013
Network/System Administrator
Netware IT Solutions
04.2011 - 11.2012
Senior Technical Support Executive
Sutherland Global Services
10.2007 - 02.2011
Master of Science - Electronics
Mahatma Gandhi University
06.2005 - 06.2007
Bachelor of Science - Electronics
Mahatma Gandhi University
06.2002 - 06.2005
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