JOSEPH

MATHEW
Email: jmathew.dxb@gmail.com ! Mob: +971 50 6632753

Dynamic and result driven IT Manager with 15+ years of experience across public and private sector organizations in the
U.A.E with expertise and skills in IT Strategy, IT Management, Solution Architecture, Project Management and Functional
Analysis.



PROFILE SYNOPSIS

! Excelled in providing professional IT services in the areas of Strategy, Management, Solution Architecture,
Transformation and Project management.
! Delivered value by ensuring business and IT strategy is aligned, through overall solution design, governance,
communication and stakeholder management. Formulated and implemented IT strategies based on the business
strategy.
! Formulated and developed IT Operations Plan, IT Policies, Processes and Service Delivery based on ITIL framework and
have led multiple implementations to deliver operational excellence.
! Led multiple transformational strategies and projects such as CAFM, CMMS, IWMS, ERP, SAP Mobility, IT Infrastructure,
Business Continuity Planning & Disaster Recovery, Data Centre Transformation and Business Systems.
! Managed and led customer facing IT teams across multiple functions like Service Desk, Desktop Support, Application
Support and Infrastructure Support. Managed IT vendors, Stakeholders and C-level executives.

CORE COMPETENCIES

IT Strategy Planning
IT Management
Solution Architecture
Project Management
Business Analysis
Stakeholder Management
Budget Management
Vendor Management
Cross-functional Team Leadership

CAREER EXPERIENCE

Mace Macro International / Abu Dhabi General Services Company Musanada
ICT Manager - Business Solutions (Feb 2012 till date)

Key Profile: As IT Solutions Manager, acting as a Project Manager and Business Analyst supporting the implementation of
technology projects: requirements and design workshops, stakeholder engagements, documentation, testing and training.
Focused on streamlined execution of projects in alignment with the business objectives of the client. Executed projects and
ensured deliverables are met within the assigned time, quality and cost parameters. Prepared and conducted workshops,
analyzed the business requirements and created the Solution Design. Managed vendors and technical team to build and
test the solution, and provided training to the client end users. Managed the Service Delivery, SLA Management, Incident
Management and Change Management for CAFM and SAP Mobility systems.

Achievements:

" Delivered Business Transformation Project to conduct an assessment of the CAFM system and processes. Documented
recommendations and quick wins to simplify and streamline processes.
" Optimized business processes and supported business strategies by developing, implementing and managing the CAFM
system and CAFM support team. Led the customization of CAFM system to ensure alignment with the business strategy
in 6 months as per schedule.
" Oversaw the project, scope, delivery and implementation of an Enterprise Mobility Solution worth AED 2.5M for 75
Field Engineers, increasing efficiency in their day-to-day activities. This solution replaced an old paper based manual
inspections & approval process and drastically reduced approval wait time from days to minutes. Formulated training
plan and delivered client end-user training.
" Led the development and implementation of an Online Customer Portal for 500+ users, to provide access to a secure
site with information, reports and self-service functionalities, integrated with the CAFM system in less than 6 months.
The Portal minimized wait time to process requests from days to hours and reduced customer complaints.
" Implemented a suite of system-generated Performance Management Reports supporting the Client to monitor critical
and non-critical KPIs. Engaged a developer and ensured project was completed in 3 months as per schedule.
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Khadamat Facilities Management (A Serco / Mubadala Joint Venture for UAE University Project)
IT Systems Manager (Jul 2010 Feb 2012)

Key Profile: Managed the day-to-day operations of the IT systems and delivery of IT services to customers and internal
users. Managed and led a number of customer facing IT Operations & Service Delivery team across multiple IT functions
including Help Desk, Desktop Support, System Administrators, Application and Infrastructure Support teams. Formulated
and implemented IT Policies & Processes, Business Continuity Planning (BCP) & Disaster Recovery (DR) strategy. Managed IT
budget (CAPEX / OPEX), defined and supported organization financial objectives.

Achievements:

" Managed the operations of 24/7 Service Desk, for UAE University, which has over 15,000 students. Ensured efficient
and consistent service delivery, in accordance with the SLA by fostering an environment in which customers received
high levels of service and employees were motivated to deliver top performance.
" Led a project worth AED 3M to deliver solution architecture, planning, implementation and rollout of Maximo 6 to
manage 25 Facilities and 100,000+ Assets for UAE University in less than 12 months. Engaged and managed a solutions
provider to develop/customize the application to integrate with ERP and Service Desk systems.
" Planned and implemented IT governance, policies and procedures based on ITIL standards in line with preparation for
company-wide ISO 9001:2005 accreditation.
" Developed a business case and oversaw the project, scope, budget, implementation and rollout of Avaya Contact
Centre system within 6 months for Service Desk team, integrated with Maximo to raise maintenance requests, monitor
service levels and staff performance to support Operations team.

John Buck International (A Mubadala / The John Buck Company Joint Venture)
IT Manager (Jun 2008 Jul 2010)

Key Profile: Managed the IT Infrastructure and IT Operations. Reported to the IT Director and assisted with preparing IT
budgets, strategic planning and execution of technology projects. Managed and led a number of customer facing IT
Operational teams across multiple IT functions including Service Desk, Desktop Support, System Administrators, Application
and Infrastructure Support teams. Formulated and implemented IT policies, processes and procedures in line with
directives from IT Director.

Achievements:

" Steered the implementation of an IT Infrastructure project worth AED 3.8M from the ground up within 12 months. This
was a Greenfield situation that was being built up around proven technologies through strategic partnerships with
companies like Microsoft, Cisco, VMware, Citrix, and HP (Servers and Storage).
" Delivered a project worth AED 3.2M to implement a CAFM system with Mobility solution and self-service
Supplier/Customer Portal, integrated with Property Management and Helpdesk systems to raise maintenance requests,
monitor service levels to support operations in service delivery and customer satisfaction.
" Led the ERP system upgrade project (MS Dynamics GP) for Finance & HR department for Invoicing, Purchasing, Payroll
and Employee management. Project was completed in 4 months.
" Oversaw the project, scope, design and implementation of Call Centre System for Service Desk team, within 6 months,
integrating with CAFM system to raise work orders and maintenance requests.
" Led the design and implementation of Corporate Intranet Portal for the Communications team to publish news,
corporate events and document sharing. Engaged and managed a SharePoint developer, ensured project completion in
3 months as scheduled.

Imdaad
IT Systems Administrator (May 2003 Jun 2008)

Key Profile: Handled IT Infrastructure design and implementation of Head Office, Datacentre and Branch Offices, including
LAN/WAN, Network Security, Windows Servers, MS Exchange, Citrix and Storage. Led the implementation of Maximo 6.0
upgrade worth AED 1M to manage Facilities of 100,000+ Assets for Dubai World within 6 months as per schedule

NADIA Recruitment & Management Consultants
IT Coordinator (Feb 1997 Feb 2003)

Commenced career at Nadia Recruitment as IT Coordinator providing desktop support and server maintenance.
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TECHNICAL PROFICIENCIES

" IBM Maximo Asset Management
" MS Dynamics (AX & GP)
" ARCHIBUS Web Central
" SAP Syclo Work Manager
" Crystal Reports
" SQL Reporting Services
" SQL Server
" SharePoint
" Cisco
" Windows

ACADEMIC CREDENTIALS

" Bachelor of Science, Computer Science, Bangalore University, India
" Higher Diploma in Computer Applications from, ACME Institute of Technology, Bangalore, India

TRAINING & CERTIFICATIONS

" Project Management Professional PMP # 1393204
" ITIL V3 Foundation
" MCSA Windows 2003
" Leadership and Team Management Skills
" ISO 9001:2005 Internal Auditor

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