IBRAHIM HAKKI OZEL

Head of Service Management with overall responsibility for IT Service Management (ITSM) in Tipico Group companies. Built ITSM team in Germany and Croatia. Redesigned the request-fulfillment, incident, change, and problem management processes. Introduced event and maintenance management processes. Defined and automated ITSM KPIs and Reports and DORA metrics. Worked closely with architects and built service dependency mapping. Accomplished internal status page project. Organized quarterly workshops.

Joined ICD Europe L3 team in Poland as senior IT specialist and led DACH customer migration projects. Member of EU Design Authority Board (DAB) and reviewed/approved solutions and new features before implementation. Solved level-3 tickets and implemented integration between IBM Maximo/Controldesk and ServiceNow.

Hired to build an IBM software department to transform Istanbul Pazarlama from IBM’s hardware business partner to their software business partner. Introduced IBM software solutions to existing and new customers including pre- and post-sales activities and implementation projects.

Consulting company founded as a partner with IBM and Oracle to deliver IT service-management and asset-management solutions to their customers. Hired consultants and built a consultancy team. Delivered IBM ITSM tool (Maximo) development and ITIL consultancy to Turkey’s largest telecommunications operator. Worked daily with business and technical departments.

Led implementation projects for IBM customers. Worked together with IBM Turkey in leading pre-sales and proof-of-concept activities. Led enterprise asset-management project in cooperation with Ericsson and IBM in Uzbekistan. Responsible for IT asset management, IT service management and CMDB projects. Delivered customer training.

Hired as head of IT service management team to build a ITSM team with technical and sales resources. Helped company become software business partner with HP, IBM, CA and BMC. Introduced ITSM solutions to existing and new customers.

Led ITSM projects for new and existing customers. Worked together with Hewlett Packard Turkey, in leading pre-sales and proof-of-concept activities. Led the Service Desk tool consolidation project for Turkey’s largest telecommunications operator.

Provided VoiP and data center services and support to 400+ customers. Assigned to ITSM implementation project with overall responsibility and worked with an external HP business partner. Learned ITSM and ITIL v2 framework. Implemented request-fulfillment, incident management. Installed and configured HP Openview Servicedesk, OVO and NNM software solutions. Integrated into existing monitoring tools (WhatsUpGold, Cacti, MRTG, Nagios). Delivered ITIL v2 and end-user training to all departments and teams.

Assigned to Etimesgut military base in Ankara with the rank of corporal. Built Internet infrastructure for the military cadet school and dormitories. Supported base's existing network infrastructure, Intranet, server room, end-user PCs and IT assets. Contributed to the fiberoptic network cabling and cabinet renewal projects.