Sheikh Husnain J*****

Desired Job Title ITSM Consultant
Desired Job Location Tarneit
Last Update 3 years ago

SHEIKH HUSNAIN J*****

Sr. IT SERVICE MANAGEMENT CONSULTANT

ITIL-F, HP AIS Service Manager

Certified, ServiceNow

Contacts:

+*********** Email: ********@*****.*** LinkedIn: **********.********.****************************

Skype ID:

************

PROFILE SUMMARY

An IT Service Management Consultant of 10+ years of experience with extensive subject matter expertise in IT

Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. ITIL Foundation 2011 certified, HP AIS

Certified for Service Manager and TeMIP. My approach to delivering solutions has always been customer centric, to take ownership of their requirements and to innovate ideas for simplification of their usage. I have always tried my best to deliver best solutions while maintaining the high standards and in an efficient manner. Recursive with my approach till I reach customer satisfaction and make sure output is a cohesive solution.

Qualification Highlights

Developed and delivered management value added consulting and strategic technology infrastructure solutions for distributed and large scale data center heterogeneous environments:

Consulting Services Development and Delivery:

• IT Service Management (ITSM) based on ITIL best practices.

• ITIL V3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service

Improvement.

• ITIL V2 Service Delivery and Service Support areas of Service Level, Availability, Capacity, Financial, and IT

Service Continuity Management; Incident, Problem, Change, Release, Configuration Management and

Service Desk

Consulting Accomplishments

I have done many ITIL and ITSM process integrations that included full assessments, architecture, design, planning, and implementation roll out. Adopted best practice methodologies for ITSM holistically in the areas of people, process, technology and information across the organization and integration for those ITIL process areas.

Some of the major projects included,

• A large international provider of travel services based in United Arab Emirates.

• Worldwide chain of hotels in United Arab Emirates

• Major Telecommunication organizations in United Arab Emirates

• Major Service Providing company in United Arab Emirates

• Pioneer consultant to implement IT Service Management solution in Pakistan.

• Major Telecommunication player(s) in Pakistan.

TECHNICAL EXPERTISE

• ITIL Certified, IT Service Management Practitioner

• Service Now Administration/Consultation, Microsoft Service Manager Consultation

• HP Service Management Implementation and Configuration both in Code and Codeless Mode

• Process Designer, Smart Analytics

• Asset Portfolio Management, Create Wizards, Action Scripts, Using Asset Manager Designer

• Integration of HP Asset Management with UCMDB, SM and using Connect-IT

• Discovery, virtualization, and software license compliance

• Manage Vendors, Contracts and IT Standards in Asset Management

• Document Engine (Objects, Process, States)

• RAD Scripting / RTE Calls, Wizards, JavaScript

• HP Products and Third party tools integration.

EDUCATION

B.S in Computer Science (Honors)

2002-2006

Punjab University College of Information Technology

Lahore, Pakistan

CGPA: 2.9 / 4

CERTIFICATIONS

• ITIL 2011 Foundation

• HP Accredited Integration Specialist Service Manager

• HP Certified Professional in OpenView TeMIP

• HP Certified Professional in System Administration of HP-UX

TRAININGS

• 5 days ServiceNow Administration Training

• 5 days HP Training on HP Service Manager 9.41 Technical Awareness

• 5 days HP Training on PD 370- Using and Configuring Process Designer

• 5 days Technical Awareness on HP Asset Manager 9.40

• 5 days HP Training on UD120- Universal discovery 10.x essentials

• 5 days HP Training on SM220, HP SM Integrations.

• 5 days training, upgrading from SM 9.2 to 9.3

• 5 days advance training for HP Service Manager 9.2

• 5 days Training for HP Service Catalog implementation for SM 7.11, SM 9.2

• Advance Training for HP Service Manager 7.11

• 5 day Training for CCRM 9.0 which included SM 9.2, UCMB, Release Control and Operations Orchestration

• 5 day Training for HP Service Centre Migration to SM 7.11, SM 9.2

• OV TeMIP Expert (U5021S) 5 days extended training, attended at 450-Alexander Road Singapore

• 2 days introductory training for OV Operations, Performance Insight, Network Node Manager and Service

Information Portal

• Cisco Certified Network Associate Course from CORVIT Pakistan

PROFESSIONAL EXPERIENCE

Senior ITSM Consultant (Freelance)

PSC VOSTOK, Russia

https://**.******.**/

Oct 2016 – Present

Responsibilities

Plugging the gaps that has happened with the initial implementation of client’s HP Service Manager. Working on latest version of 9.40 fixing the implementation that has went wrong before.

Enterprise Management (HP BTO Products) Consultant

EMITAC, United Arab Emirates

www.emitac.ae

Nov 2012 – Apr 2016

Responsibilities

I worked with Emitac Enterprise Solutions from November, 2012 till April 2016 as Senior Enterprise Management

Consultant on HP BTO Products. This was my first job in Dubai, United Arab Emirates. During my employment, I have worked in various projects which are listed below with my major accomplishments,

Projects

HP Service Desk 4.5 Migration to HP Service Manager 9.3x at emirates Airlines

Nov 2012- Mar 2015

Emirates Airlines wished to upgrade their current ITSM Solution (HP Service Desk system) with latest release i.e. HP Service Manager. My major involvements included,

Major Accomplishments:

✓ Requirement Gathering workshops for each module of HPSM. The design documents were prepared in result to cater for all requirements.

✓ HP Service Desk CMDB Migration to Service Manager. After the extensive requirements session, the CI’s were migrated from SD to Service Manager. I was involved in CI category mapping, fields mapping and migration to new system.

✓ One of the main features of this project is to not only migrate Service Desk to Service Manager, but to use the functionalities/workflows of HP Service Manager (9.3x). During the course of development, I have upgraded HPSM System to new release of HPSM Updated release.

✓ Integrations of HPSM System have been enabled between HPSM and UCMDB using the LW-SSO.

✓ Knowledge Management implementation with help of newly released Process Designer Content Pack 3.

✓ Change Management implementation with help of newly released Process Designer Content Pack 3.

✓ Implemented SLM module for Emirates Airlines.

✓ Consolidate and streamline procurement processes

✓ Asset Management to UCMDB integration for asset containment, assignment and service asset requests.

HP Service Manager 9.32 Implementation at Jumeirah Group Hotels

Apr 2014- Nov 2014

Jumeirah Group of Hotels was looking to implement HP Service Manager for their various hotels. I was part of the teams who designed the solution, lead and implement the client requirements.

Major Accomplishments:

✓ SRC Portal Configuration according to client requirements.

✓ SRC Portal was branded with user buttons and images.

✓ Change and Request Management was configured.

✓ Integrations of HPSM System have been enabled between HPSM and UCMDB using the LW-SSO.

✓ Knowledge Management implementation with help of newly released Process Designer Content Pack

3.

✓ Change Management implementation with help of newly released Process Designer Content Pack 3.

HP Service Manager 9.33 at Al-Ghurair

Aug 2014- Nov 2014

Al Ghurair was looking for robust solution for their help desk and wanted us to implement HP Service

Manager/UCMDB for their various clients. I was leading the team who designed the solution, and now leading the implementation to meet the client requirements.

Major Accomplishments:

✓ Conducted various client workshops to capture the information.

✓ Mapped client requirements to OOB working of the system and was part of various demonstration sessions.

✓ SRC Portal Configuration according to client requirements.

✓ SRC Portal was branded with user buttons and images.

✓ Change and Request Management was configured.

✓ OOB Incident and Interaction workflow configuration based on new Process Designer Workflow.

HP Service Catalog Implementation at EmaraTech

Mar 2015- Dec 2015

EmaraTech was looking for robust solution for their ISO Enabled User Access Security forms and selected

HP SRC Module to implement these requirements. I analyzed, designed and implemented the User Access forms.

Major Accomplishments:

✓ This was the first the ISO based security forms were implemented in any of the clients in UAE.

✓ Mapped client requirements to OOB working of the system and was part of various demonstration sessions.

✓ SRC Portal Configuration according to client requirements.

✓ Both cart and request level approvals were included to facilitate the client’s requirements.

✓ OOB Incident and Interaction workflow configuration based on new Process Designer Workflow.

HP Service Manager, SI

Multilynx, Pakistan

www.multilynx.pk

Oct 2006 – Oct 2012

Responsibilities

My first job where started out as a first level support engineer and then gradually became an independent deployment consultant. I started out as first level support engineer for HP Related Products such as HP TeMIP and Service Desk and then gradually was then involved with HP teams to work on deployment of various projects which are listed below,

Projects

HP Service Center 6.2 Migration to HP Service Manager 9.2 – Application Patch

Manager Upgrade at Mobilink Pakistan.

May 2011- Dec 2011

Lead and performed the application upgrade HP Service Center to HP Service Manager 9.2 at Mobilink. In this project, I didn’t only work on the workflows already implemented, but also implemented the new IT

Asset Workflows in the liaison with HP-Asset Manager. The project was completed by Dec 2011, and it was the earliest as any project of such nature was implemented in history of my company.

HP Service Manager 7.0 to HP Service Manager 7.11 – Application Patch

Manager Upgrade at Telenor Pakistan.

Dec 2010- Jan 2011

Lead and performed the upgrade of Application Patch Manager (RAD) from Service Manager 7.0 to 7.11 for

Telenor, Pakistan with all the management modules included. Steps including the detailed analysis of the current setup in comparison to new functionalities 7.11 provided. The addition, conciliation and rectification were performed on the new and old applications. Plus the migration of integration with HP

TeMIP, OMU and Telalert was performed. We also performed the migration the single server application from HP-UX machine to distributed application servers synching through load balancer.

HP Service Desk 4.5 Migration to Service Manager 7.1x 7.0x at Telenor Pakistan

Sep 2008 – Oct 2009

Provided the services and engagement scope along with HP consultants, for the Service Desk to Service

Manager 7.0x Migration Project. The Service Desk Migration was based on a new SM7 Implementation, utilizing out-of-the-box (OOB) workflows from IIA. Extensively worked on OOB implementation of management modules, Integrations deployment (such as TeMIP, OMU, Telalert, Email Exchange Setup, and

LDAP Server), event configuration and loading & configuration of support data for Telenor Pakistan. After deployment, was continuously providing the first and customization level support for client’s operations.

First Level Support HP Service Desk and TeMIP at Mobilink Pakistan

Oct 2006-Sept 2008

Worked as a first level support engineer on OV-TeMIP V5.3. Our support comprised most of the major

TeMIP management modules and developed an understanding for the system. Worked extensively on

OVSD-4.5 SP 15-17, and developed an understanding for all of the major application modules of Service

Desk such as Incident, Problem, Change, and SLA Management

HP OV Service Center 6.2 implementation at Mobilink Pakistan

Oct 2007

Got involved to learn how Service Center was deployed for PMCL IT department. I also learned how various

ITIL process such as Incident Management, Problem Management, Change Management, Service

Management have been designed according to the client’s requirement. I also went through the SC mind storm and UAT process with the client and understood how various functionalities have been achieved.

REFERENCES

Maria Vasilakopoulou

Senior Program Leader – GBS MEA at IBM

Mobile: +*** *********

Email: ***************@*****.***

Saad J. Durrani

GM, Special Projects

Abdul Latif Jameel, Jeddah Saudi Arabia

Mobile: +************

Email: ********@***.***

The text is extracted from the uploaded resume. You can preview the original document in desktop view
SHEIKH HUSNAIN J*****
Sr. IT SERVICE MANAGEMENT CONSULTANT
ITIL-F, HP AIS Service Manager
Certified, ServiceNow
Contacts:
+*********** Email: ********@*****.*** LinkedIn: **********.********.****************************
Skype ID:
************
PROFILE SUMMARY
An IT Service Management Consultant of 10+ years of experience with extensive subject matter expertise in IT
Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and
developing cost effective solutions to meet customer business requirements. ITIL Foundation 2011 certified, HP AIS
Certified for Service Manager and TeMIP. My approach to delivering solutions has always been customer centric, to
take ownership of their requirements and to innovate ideas for simplification of their usage. I have always tried my
best to deliver best solutions while maintaining the high standards and in an efficient manner. Recursive with my
approach till I reach customer satisfaction and make sure output is a cohesive solution.
TECHNICAL EXPERTISE
ITIL Certified, IT Service Management Practitioner
Service Now Administration/Consultation, Microsoft Service Manager Consultation
HP Service Management Implementation and Configuration both in Code and Codeless Mode
Process Designer, Smart Analytics
Asset Portfolio Management, Create Wizards, Action Scripts, Using Asset Manager Designer
Integration of HP Asset Management with UCMDB, SM and using Connect-IT
Discovery, virtualization, and software license compliance
Manage Vendors, Contracts and IT Standards in Asset Management
Document Engine (Objects, Process, States)
RAD Scripting / RTE Calls, Wizards, JavaScript
HP Products and Third party tools integration.
EDUCATION
B.S in Computer Science (Honors)
2002-2006
Punjab University College of Information Technology
Lahore, Pakistan
CGPA: 2.9 / 4
CERTIFICATIONS
ITIL 2011 Foundation
HP Accredited Integration Specialist Service Manager
HP Certified Professional in OpenView TeMIP
HP Certified Professional in System Administration of HP-UX
TRAININGS
5 days ServiceNow Administration Training
5 days HP Training on HP Service Manager 9.41 Technical Awareness
5 days HP Training on PD 370- Using and Configuring Process Designer
5 days Technical Awareness on HP Asset Manager 9.40
5 days HP Training on UD120- Universal discovery 10.x essentials
5 days HP Training on SM220, HP SM Integrations.
5 days training, upgrading from SM 9.2 to 9.3
5 days advance training for HP Service Manager 9.2
5 days Training for HP Service Catalog implementation for SM 7.11, SM 9.2
Advance Training for HP Service Manager 7.11
5 day Training for CCRM 9.0 which included SM 9.2, UCMB, Release Control and Operations Orchestration
5 day Training for HP Service Centre Migration to SM 7.11, SM 9.2
OV TeMIP Expert (U5021S) 5 days extended training, attended at 450-Alexander Road Singapore
2 days introductory training for OV Operations, Performance Insight, Network Node Manager and Service
Information Portal
Cisco Certified Network Associate Course from CORVIT Pakistan
PROFESSIONAL EXPERIENCE
Senior ITSM Consultant (Freelance)
PSC VOSTOK, Russia
https://**.******.**/
Oct 2016 Present
Responsibilities
Plugging the gaps that has happened with the initial implementation of client’s HP Service Manager. Working on latest
version of 9.40 fixing the implementation that has went wrong before.
Enterprise Management (HP BTO Products) Consultant
EMITAC, United Arab Emirates
www.emitac.ae
Nov 2012 Apr 2016
Responsibilities
I worked with Emitac Enterprise Solutions from November, 2012 till April 2016 as Senior Enterprise Management
Consultant on HP BTO Products. This was my first job in Dubai, United Arab Emirates. During my employment, I have
worked in various projects which are listed below with my major accomplishments,
Projects
HP Service Desk 4.5 Migration to HP Service Manager 9.3x at emirates Airlines
Nov 2012- Mar 2015
Emirates Airlines wished to upgrade their current ITSM Solution (HP Service Desk system) with latest
release i.e. HP Service Manager. My major involvements included,
Major Accomplishments:
Requirement Gathering workshops for each module of HPSM. The design documents were prepared in
result to cater for all requirements.
HP Service Desk CMDB Migration to Service Manager. After the extensive requirements session, the CI’s
were migrated from SD to Service Manager. I was involved in CI category mapping, fields mapping and
migration to new system.
One of the main features of this project is to not only migrate Service Desk to Service Manager, but to
use the functionalities/workflows of HP Service Manager (9.3x). During the course of development, I
have upgraded HPSM System to new release of HPSM Updated release.
Integrations of HPSM System have been enabled between HPSM and UCMDB using the LW-SSO.
Knowledge Management implementation with help of newly released Process Designer Content Pack 3.
Change Management implementation with help of newly released Process Designer Content Pack 3.
Implemented SLM module for Emirates Airlines.
Consolidate and streamline procurement processes
Asset Management to UCMDB integration for asset containment, assignment and service asset requests.
HP Service Manager 9.32 Implementation at Jumeirah Group Hotels
Apr 2014- Nov 2014
Jumeirah Group of Hotels was looking to implement HP Service Manager for their various hotels. I was
part of the teams who designed the solution, lead and implement the client requirements.
Major Accomplishments:
SRC Portal Configuration according to client requirements.
SRC Portal was branded with user buttons and images.
Change and Request Management was configured.
Integrations of HPSM System have been enabled between HPSM and UCMDB using the LW-SSO.
Knowledge Management implementation with help of newly released Process Designer Content Pack
3.
Change Management implementation with help of newly released Process Designer Content Pack 3.
HP Service Manager 9.33 at Al-Ghurair
Aug 2014- Nov 2014
Al Ghurair was looking for robust solution for their help desk and wanted us to implement HP Service
Manager/UCMDB for their various clients. I was leading the team who designed the solution, and now
leading the implementation to meet the client requirements.
Major Accomplishments:
Conducted various client workshops to capture the information.
Mapped client requirements to OOB working of the system and was part of various demonstration
sessions.
SRC Portal Configuration according to client requirements.
SRC Portal was branded with user buttons and images.
Change and Request Management was configured.
OOB Incident and Interaction workflow configuration based on new Process Designer Workflow.
HP Service Catalog Implementation at EmaraTech
Mar 2015- Dec 2015
EmaraTech was looking for robust solution for their ISO Enabled User Access Security forms and selected
HP SRC Module to implement these requirements. I analyzed, designed and implemented the User Access
forms.
Major Accomplishments:
This was the first the ISO based security forms were implemented in any of the clients in UAE.
Mapped client requirements to OOB working of the system and was part of various demonstration
sessions.
SRC Portal Configuration according to client requirements.
Both cart and request level approvals were included to facilitate the client’s requirements.
OOB Incident and Interaction workflow configuration based on new Process Designer Workflow.
HP Service Manager, SI
Multilynx, Pakistan
www.multilynx.pk
Oct 2006 Oct 2012
Responsibilities
My first job where started out as a first level support engineer and then gradually became an independent deployment
consultant. I started out as first level support engineer for HP Related Products such as HP TeMIP and Service Desk and
then gradually was then involved with HP teams to work on deployment of various projects which are listed below,
Projects
HP Service Center 6.2 Migration to HP Service Manager 9.2 Application Patch
Manager Upgrade at Mobilink Pakistan.
May 2011- Dec 2011
Lead and performed the application upgrade HP Service Center to HP Service Manager 9.2 at Mobilink. In
this project, I didn’t only work on the workflows already implemented, but also implemented the new IT
Asset Workflows in the liaison with HP-Asset Manager. The project was completed by Dec 2011, and it was
the earliest as any project of such nature was implemented in history of my company.
HP Service Manager 7.0 to HP Service Manager 7.11 Application Patch
Manager Upgrade at Telenor Pakistan.
Dec 2010- Jan 2011
Lead and performed the upgrade of Application Patch Manager (RAD) from Service Manager 7.0 to 7.11 for
Telenor, Pakistan with all the management modules included. Steps including the detailed analysis of the
current setup in comparison to new functionalities 7.11 provided. The addition, conciliation and
rectification were performed on the new and old applications. Plus the migration of integration with HP
TeMIP, OMU and Telalert was performed. We also performed the migration the single server application
from HP-UX machine to distributed application servers synching through load balancer.
HP Service Desk 4.5 Migration to Service Manager 7.1x 7.0x at Telenor Pakistan
Sep 2008 Oct 2009
Provided the services and engagement scope along with HP consultants, for the Service Desk to Service
Manager 7.0x Migration Project. The Service Desk Migration was based on a new SM7 Implementation,
utilizing out-of-the-box (OOB) workflows from IIA. Extensively worked on OOB implementation of
management modules, Integrations deployment (such as TeMIP, OMU, Telalert, Email Exchange Setup, and
LDAP Server), event configuration and loading & configuration of support data for Telenor Pakistan. After
deployment, was continuously providing the first and customization level support for client’s operations.
First Level Support HP Service Desk and TeMIP at Mobilink Pakistan
Oct 2006-Sept 2008
Worked as a first level support engineer on OV-TeMIP V5.3. Our support comprised most of the major
TeMIP management modules and developed an understanding for the system. Worked extensively on
OVSD-4.5 SP 15-17, and developed an understanding for all of the major application modules of Service
Desk such as Incident, Problem, Change, and SLA Management
HP OV Service Center 6.2 implementation at Mobilink Pakistan
Oct 2007
Got involved to learn how Service Center was deployed for PMCL IT department. I also learned how various
ITIL process such as Incident Management, Problem Management, Change Management, Service
Management have been designed according to the client’s requirement. I also went through the SC mind
storm and UAT process with the client and understood how various functionalities have been achieved.
REFERENCES
Maria Vasilakopoulou
Senior Program Leader GBS MEA at IBM
Mobile: +*** *********
Email: ***************@*****.***
Saad J. Durrani
GM, Special Projects
Abdul Latif Jameel, Jeddah Saudi Arabia
Mobile: +************
Email: ********@***.***

Resume Details

Desired Job: ITSM Consultant
Experience: 10 years
Job Type: Full-Time, Part-Time, Temporary/Contract, Permanent
Availability to Start: Immediately
Desired Job Location: Tarneit VIC 3029
Work Authorization: I am authorized to work
Relocation: I'm willing to relocate
Driver License: Yes
Last Updated: 3 years ago
Resume ID: #227843

Contact Information

Name: Sheikh Husnain J*****
Nationality: Pakistani
Age: 32
Phone Number: +***********
Secondary Phone: +***********
Email: ********@gmail.com
Current Location: Truganina
Contact Details Price: USD 5.00
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