Dr. Mohammad Danish Nasim

Experience

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  Wipro Limited

  May 2007 - May 2008

  System Engineer(Progressive Info vision Pvt. Ltd.)

  * Partnered with Tier II and Tier III help desk peers based in the US and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.* Installed & diagnosed data cables/ports from CISCO routers, switches, servers.* Provided support to end-users applications including MS Office, Windows OS and Lotus Notes* Monitored client side anti-virus software, Service Desk tickets assigned to the queue* Installed & diagnosed data cables/ports from CISCO routers, switches, servers.* Supported company network system TCP/IP LAN/WAN, wireless and network printer setups.* Installed and maintained Windows and desktop software, service packs, patches, and anti- virus updates. Show less

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  Etisalat

  May 2008 - Jul 2013

  * Served as a Team Lead of Etisalat Data Center Support Team (Team Size-14) in Dubai region.* Act as a focal point for all incidents reported to the network Service Desk* Record/Register an incident in the NOC Service Management tool/Incident Management system* Administration of the enterprise infrastructure monitoring application HP OVO/NNM/Open-view/Service-manager; proactive review of operational logs to identify service issues.* Collaborated with management in the recruitment and selection of new employees and consultants, ensuring quality support in growing service.* Continually optimized the skill mix of datacenter staff, service organization structure and service processes to achieve delivery and support commitments within operating budgets.* Was responsible for coordinating UAT (User Acceptance Training) and End User testing schedules for the tools ( HP Service Desk, Service Manager and BMC Remedy)* Solved complex troubleshooting problems with various network devices and triaged them to appropriate groups as needed.* Incident, Problem, Change Management, Task Management & Prioritization and timely delivery of Monthly reports to management.* Administered trouble and change tickets related to multiple environments using BMC Remedy/HPSM service Manager Software.* Mentored and help developed junior staff with knowledge of data center operations and support.* Responsible for keeping records of Monthly/weekly reports related to data centers up to date and relevant, including cable mappings, inventory sheet * Provide documentation on standard operating procedures for Data Center team in compliance to ISO ISMS/BCMS and IMS framework. Show less * Act as a focal point for all incidents reported to the network Service Desk* Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.* Demonstrating an exceptional customer service orientation receive and log all support request from WRI associates to comply with current SLA (service level agreement).* Helped establish new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.* Was responsible for coordinating UAT (User Acceptance Training) and End User testing schedules.* Analyse the performance of the network service provider in the way in which network connectivity services are delivered and managed. * Responsible for handling various connectivity issues including Cisco routers, switches, and cabling solutions.* Recommended process improvements to mitigate/eliminate risk.* Consistently updated documentation for new data center procedures on the company KEDB(Known error database)* Performed daily walk-through of the data center facility to record data such as kW and load percentage of PDU's, HVAC temperatures, UPS load, and chiller tower readings. Show less

  • Team Lead-Network Support Engineer - Telelogix It Services (Emircom Holdings)

    Apr 2012 - Jul 2013

  • Network Support Engineer (Mindshare Services Pvt. Ltd.) (Resident Engineer)

    May 2008 - Mar 2012
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  Smartworld

  Jul 2013 - May 2014

  Network Support Engineer (NOC ANALYST)

  * Responsible for monitoring the network service delivery infrastructure in a 24/7 environment* Ensured service levels agreements were met on a consistent basis and implemented contract addendums for clients when needed.* Maintained a minimum of 85% first call resolutions, 30% average speed answer and under 10 min average call time;* Worked under pressure to get call volume down and meet monthly requirements for customer satisfaction.* Assists with facilitating the restoration of service through analysis and discussions with Network and Server teams.* Record/Register an incident in the NOC Service Management tool/Incident Management system* Monitor all network related events, performance of the network across a variety of performance metrics* Documentation for processes improvements. Service desk ticketing system was used for documentation and ticket escalation. Show less

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  Etisalat

  May 2014 - Oct 2020

  INTERNAL AUDITOR | PROCESS ANALYST | IT CONSULTANT | Data Center

  * Analyzed and identified risk issues in processes and reported it to management.* Wrote audit reports and developed recommendations to correct deficiencies observed in audits and reviews.* Was responsible for coordinating UAT (User Acceptance Training) and End User testing schedules.* Managed the technical support page by creating FAQ and KB articles. Uploaded links for documentation downloads of new versions on Internet and Intranet portal.* Identified and enhanced processes for responding to inquiries from internal and external clients.* Coordinated multiple projects and maintained communication with stakeholders regarding objectives to perform business process mapping and analysis.* Conducted IT process reviews and improved process control following to ISMS/ITSM/BCMS compliance on the Technical/Non-technical operations staff * Planned and developed information technology audits by understanding information technology objectives, information structure, policies, processes, and internal controls; identifying risk areas; preparing audit scope and objectives; preparing audit programs.* Performed Internal audit on Data Center departments including Network operations * Analyzed audit processes and identified technological requirements in activities.* Coordinated as management representatives for ISO (ISMS/BCMS/ITSM)/ISAE (3402-SOC2)/PCI DSS /HIPAA certifications pertaining to Data Center* Participated in recertification of ISAE 3402, ISMS, BCMS, HIPAA, PCI DSS certification/Surveillance audit/Internal Audit / Gap Assesment Show less

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  Confidential

  Oct 2020 - now

  Senior Manager | GRC

  ▪Redesigned and optimized enterprise compliance processes to enhance efficiency and effectiveness.▪Conducted comprehensive supplier risk assessments to identify and mitigate potential vulnerabilities.▪Implemented continuous monitoring and improvement of internal controls to ensure adherence to compliance standards.▪Successfully led a network optimization project valued at AED 5 million, resulting in significant improvements in network performance and efficiency.▪Implemented a data center cooling optimization project worth AED 3 million, optimizing energy consumption and improving overall system reliability.▪Proactively identified and assessed potential compliance risks associated with future business ventures.▪Prepared detailed reports for senior management and external regulatory bodies on compliance status and recommendations.▪Aligned compliance initiatives with the organization's broader digital transformation strategy.▪Conducted regular reviews of procedures, reports, and other relevant materials to identify and address hidden risks or non-conformities.▪Led initiatives to reduce company liability and security violations through the review and improvement of sales materials.▪Provided expert guidance to internal departments on compliance matters, including training and advice.▪Effectively handled and resolved field compliance escalation issues, ensuring timely corrective action.▪Collaborated with teams to develop and implement innovative compliance management tools and systems.▪Stayed up to date with industry trends and best practices through active participation in conferences and educational opportunities Show less