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Alex Mathews
IT Service Management Consultant , Private Consulting Firm
Toronto, Canada
Service-oriented IT leader with 10+ years experience with 130+ nationalities. MBA, ITIL Expert and PRINCE2 Practitioner. Well versed in IT Event & Service Desk management, & championing service management through ITIL. Stakeholder management across the technical and business spheres. Ability to simplify complex scenarios and technical jargon into accessible statements and communicate them.
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Area of Expertise:
  • Administration, Management, Accounting/Finance, Procurement
  • Capacity Building, Training, Advocacy, Political
  • Communications, IT, Media, Knowledge Management, Editor
  • Infrastructure, Technology, Engineering, Science
  • Monitoring, Evaluation, Policy, Research, Analysis
Professional Experience:
Service Management Consultant
Create framework to structure IT-related activities & interactions of IT personnel with customers & clients.
Develop a customer-focused approach to delivering IT while providing value to the customer and building the customer relationship.
Provision coherent, ready-to-use deliverables that deliver value to customers and allow them to focus on business without worrying about the underlying technology or IT infrastructure.

Event Monitoring Manager (Incident Manager)(Global)
Managed an Enterprise Monitoring Service Desk of 15-24 IT professionals who work 24/7/365 to gather alerts, co-relate events, detect and remediate errors, to significantly mitigate risks within SLA. Recovery activities include switch-overs (application, network, database), service-restarts (Windows/Linux through middleware - Tibco, JBoss, WebLogic), housekeeping (Windows/Linux - file system, logs), and backup archival (Symantec NetBackup).
Monitored 30,504 events and 3418 incidents per month (average); i.e. - 9.6% of total incidents handled by the Technical Operations Centre.
Averted 90% of all potential impact to live operational environment through proper recovery procedures and regular fine-tuning of defined baselines, thresholds and escalation paths.
Managed 40% increase in alerts, with 33% reduction in daily staff count through automation initiatives, analysis of problem areas, and predictive maintenance.
Reduced ISP support costs, helped resource tuning, and planned infrastructure purchases, by implementing UPS alerts in 440+ global offices to proactively identify site power outages thus avoiding ISP site visits.
Transformed a departmental culture of competitiveness, information hoarding, and lack of accountability into one of collaboration, knowledge sharing, and team responsibility.
Redesigned staff personal development plans based on strength assessments and interests to create a well-rounded team capable of performing under pressure while remaining positive.
Responsible for monitoring 1800 servers, 2300 virtual servers, 1400+ applications, 2203 switches, 221 firewalls, 471 Riverbed devices, and 440 UPS devices across 2 Data Centres and 575+ global offices.

IT Service Desk Team Leader (EMEA/APAC Region)
Led highly motivated, customer focused regional service desk team supporting over 300 employees. Responsible for day-to-day IT operations under the CTO. Setup support processes, championed them and continually improved them. Empowered end-users to solve their common issues through creation and distribution of self-help guides.
Reduced incident acceptance time by 90% and incident resolution time by 66% in ServiceNow by standardising processes and effective team management.
Streamlined IT processes resulting in improved quality by 40% and reduced service disruptions by 80%.
Negotiated and strength
Master of Business Administration (MBA), Hult International Business School, Boston, USA - 2013

Bachelor of Engineering in Computer Science & Engineering, St Joseph's College of Engineering, Chennai, India - 2004

ITIL Expert V3 in IT Service Management

PRINCE2 Practitioner in Project Management

ITIL Service Manager V2

ITIL Foundation V3

PRINCE2 Foundation in Project Management
Available for:
  • Job opportunities
  • Being headhunted – make me an offer

    Years of Experience:
    5-10 years
    Highest Qualification:
    English, Malayalam, Hindi
    LinkedIn Profile:
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