Parakram Gaur

Service Desk Tasks: Review incoming support tickets across Help Desk, L1, L2 queues (via Kaseya BMS). Assign, reassign, or escalate tickets as needed based on priority and skillset. Monitor ticket SLAs and flag or chase overdue or at-risk issues. Review overnight alerts from NOC or monitoring tools (e.g., downed servers, patch failures). Conduct 10-15 min daily check-ins with service desk leads or key engineers (UK, UAE, India). Spot-check 1–2 closed tickets per day for quality assurance. Respond to any internal or client escalations. Update clients proactively if any outages or delays are expected. Ensure client-facing engineers have correct site contacts and information for their visits. Review previous day’s installations or deployments to ensure documentation is complete. Run weekly SLA and ticket volume report and highlight trends, bottlenecks, or risk areas. Chair weekly internal ops call to review incidents, team workloads, and projects. Review client IT documentation libraries and flag gaps. Produce monthly team performance summary (SLA, fix time, repeat tickets). Highlight star performers and underperformers. Submit written technical recommendations. Review shift structure and suggest changes for better coverage. Suggest quarterly training plans or certifications. Coordinate large site rollouts with procurement. Check aging equipment/assets and flag for upgrade. Coordinate during major incidents or outages. Project Management Tasks: Conduct periodic site visits throughout the project lifecycle to monitor progress and identify potential issues. Provide updates to Project Managers based on observations. Floor Plan Review - Review and validate floor plans for: Wireless Access Points (WAPs), Data sockets, CCTV, Access control, Time & Attendance (T&A) systems, other small power and data requirements. Update PMs and relevant group chats with any changes or findings. Technical Documentation & Peer Review - Conduct with peer review from the project’s Tech Lead. Heat Map, IP Schema, Switch Port Allocation, Rack Elevation, Network Diagram (Respective Tech) - Prepared by Tech Lead and peer review for any comments if needed. Client Communication & Meeting Management - Ensure technical updates are clearly communicated to clients during meetings. Task Management - Monitor and update Asana tasks in coordination with PMs. Track assigned tasks, provide updates, and log new tasks if required. WAP Location Management - Ensure PM’s update site contractors receive the latest WAP installation as per heat maps. IT Glue Documentation (Respective Techs) - Ensure IT Glue is updated by assigned technicians. Conduct peer reviews and fill in any missing information. Handover Documentation (PG & Tech Leads) - Compile and update the handover document with all relevant project details. Submit the finalized document to the Service Desk Lead for team presentation. Verify completeness with Tech Leads before handover. Sign-Off Process - Manage the full sign-off cycle in collaboration with the General Manager (GM) and Operations Manager. Ensure finalized documents are properly uploaded to SharePoint.

Responsible for overall planning and management of IT infrastructure required for business purpose (this includes providing redundancy and future expansion) for Clients that include TAKREER (Project – IRPP), GASCO (Projects – NGL, ALP, HMT, HSGP), LINDE (Project - Linde N2), TRANSCO (Project – FWTS 2), ETIHAD RAIL (Project – Stage1), AL HOSN (Project SGD Phase 2&3), MASDAR (Project – CCS), ADCO (Project – NEB), Dodsal Hydrocarbons & Power (Tanzania) Pvt. Limited (Project – Exploration and Mining). • Manage all the technology related requirements, including technical feasibility study, and selection of hardware and software. • Developing, managing and monitoring the performance of multi-skilled work force and organizing need-based training programs for performing maintenance operations. • IT Budget – Assist CFO to prepare IT budget comprises infrastructure, hardware and software including all department specific requirements. • Actively involved in IT procurement related activities like gathering IT requirements for site development for (DODSAL + Client), raising MR’s, getting competitive quotation from different vendors and finalization of the same including SLA’s / AMCs. • Responsible for all project initiation meetings with clients for overall connectivity of the project. • Address the infrastructure requirements for growing business needs. • Develop an understanding of company’s strategic business objectives to ensure that projects are structured to deliver maximum return on investment in the shortest amount of time possible. • Responsible for delivering monthly reports on tasks performed achievements and issues outstanding for IT infrastructure to CIO. • Actively involved in Planning, Design, and Architecture of new data center for 8 nos. virtual Servers. • Managing MPLS Link setup with Head Office and other site offices for all the above projects. • Managing IT equipment allocation and asset management as per project requirements. • Managing team of IT professionals at various project site offices for day-to- day Software (AMC + Customization as per Client legacy systems) and Hardware related issues. Job Responsibilities • In charge of IT infrastructure setup for the above projects for DODSAL and Client offices. • Design and setting up of new offices as per Client and DODSAL requirements on timely basis. • Responsible for all project initiation meetings with Client for overall connectivity of the project. • Managing all the technology related requirements, including technical feasibility study and selection of hardware and software as per Client and DODSAL specifications. • Active participation in IT procurement related activities like gathering IT requirements for site development, raising MR's (material purchase request) and gathering competitive quotations from various vendors. • Resolving all day to day IT related issues of DODSAL and Client personnel for smooth running of the above offices during the duration of the project. • IT equipment allocation and asset management. • Actively involved in Designing & Engineering, Coordinating and Managing the Implementation of complete ICT infrastructure at different levels, consisting of network (LAN & WAN) architectures, Client and Server architectures, Enterprise level server rollouts. • Supervision & maintenance of Servers. • Cisco & HP switches, configure VLANs and various security protocols. • Managing all Backup & Restore activities on daily and weekly basis. • Coordination with Etisalat for IT services at project offices and camps. Finalizing OFC layouts for remote offices connectivity in coordination with various project / construction activities. • Design and setup Wi-Fi system at various offices and camp accommodations for above projects. • Setup of Cable TV system with 45 satellite channel head end for above projects. • Design and setup of CCTV system at Office and Camp’s key locations • Assist HR to finalize and setup time and monitoring biometric systems at all the above project home and site offices. • Setup PMS – UniFlow (Canon) and SafeQ (Xerox) with features like follow-me, mobile printing etc. at all the above project home and site offices.

Responsible for providing day-to-day system support, planning, developing and implementing Best Business Practices in CRM for the company and provide leadership to other staff to maximize Return on Investment. • Conducted and managed all aspects of CRM – SIEBEL Business Process study. Interacted with functional personnel from initial stage to successful implementation of CRM - SIEBEL Software and went live on time. • Assisted in development & implementation of complete CRM framework for the company. • Provide guidance, assistance to company in the development and implementation of CRM policies, systems & procedures. • Assisted in realigning CRM Business Processes with the over-all company’s strategy. • Review feasibility, impact and benefits of various designs and provide recommendations for the best CRM Designs. Key Achievements • Played major role in the development, deployment and monitoring CRM - Siebel APPLICATION including the Business Rules & Conventions based on 22 Best Practices and 16 Common Operation Level Processes and Al- Bahar Business Scenario. • Integrated systems, ensuring data/ processes are readily available, efficient and appear seamless to end-users. • DBS Gatekeeper. Assisted in training needs of the employees, developed and implemented focused training to enhance productivity for 101+ end users from all Departments, Divisions and Branches from Equipment Sales, Power System Sales, Power System Rental, CAT Rental Store, Product Support Sales, Product Support Marketing. • Successfully completed the DBSi deployment in time within a period of 7 months and went live. Commended for excellent performance by the Management and CATERPILLAR on DBSi Deployment in CRM – SIEBEL and achieved the status of the fastest deployment and maximum number of users going live in the EAME territory.

Project - TATA-AIG Project Team Member • Responsible for ensuring on-time configuration of sales and marketing Module of SIEBEL 6.X for automating the sales & marketing processes and activities for the client. • Managed the successful configuration of Siebel Objects using Siebel tools, Business logic (Business, components & Business Objects) for TATA-AIG (India’s leading Insurance Company). • Prepared Workflow and Policies using Workflow Manager. • Played major key role in the Data Transportation: Import & Export using EIM for Data Mapping from Legacy Databases. • Consulted with client’s senior management to define various criteria and rules to assign specific tasks according to the organizational structure using Assignment Manager. • Interfaced with clients to ensure systems needs are satisfied, and to anticipate future systems requirements. • Performed Report Generation using Actuate eSuite reporting 4.0 based on Client’s requirements. • Developed and delivered several technical training programs for users to enhance product knowledge, improving customer service. Project - Grauer & Weil (India) Ltd. Project Team Member • Managed the business process mapping and successful implementation of SAP Sales and Distribution Module (SAP R/3 4.6 B & CIN Version 3.0A) in the Environment – SAP R/3 4.6B, SAP GUI, Windows 2000/98 in the Grauer & Weil (India) Ltd. (An ISO-9002 Certified chemical manufacturing company). • Demonstrated sound information technology expertise in the customization of master, pricing, credit management, SD to FI Integration, Repeat Processing, Sales, Delivery & Billing Docs, SIS. • Maintained constant communication with the Project team members identified issues / problems and resolved them quickly. Reported to the Project Manager.

Developed new business and sold ‘deeper’ into existing account base through diligent efforts in prospecting for, qualifying, and winning major corporate accounts. Identified decision makers, performed need analysis, prepared proposals, made presentations, and closed business. Built and nurtured executive-level relationships. • Grew Annual Sales Revenue by promoting the sales of Geographic Information Application to Government Institutions strategizing business development efforts to outperform corporate targets every year of tenure. Travelled extensively to capture strategic business wins with major client. • Controlled business relationships with key decision makers to assure client retention, enforce compliance with contract terms and payment schedules, as per credit control policies of the company.