SERHAT DÜNDAR
Summary
NATO SECRET CLEARED
Being fully proficient in English, having 23 years of experience in IT field, being currently military service member that has also worked in an international work environment like NATO and ISAF. Multi-lingual(ENGLISH, Italian and German).
Overview
23
23
years of professional experience
1
1
IT Service Manager Certification
1
1
ITIL Certification
1
1
Scrum Master Certification
1
1
ISO 27001 Certification
Work History
IT Service Manager/Service Delivery/Infrastructure Specialist
TUR AF/NCI Agency Izmir/SHAPE ACO
Tekirdag
08.2000 - Current
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Supported phone, photocopier, fax machine and other physical equipment.
- Assisted the Change Coordinator during the Approved Service Interruptions process.
- Created and maintenance of a database Services delivered (for example phones extensions number) per customer
- Kept SLA and SSP Tracking Reporting
- Wrote policy, procedure and manuals governing internal IT use.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Create Purchasing Requests (PRs) in EBA
- Built, customized and repaired technology based on staff requests.
- Maintained camera and physical security systems.
- Managed L2 switching equipment and topography
- Managed PSTN systems
- Managed comms. cable infrastructure
- Support the ITSM Applications by performing health checks, configurations, validating data integrity, IT Service Continuity Management and Recovery.
- Coordinated ongoing technical training and personal development classes for staff members.
- Liaise with the Acquisition/ECAM/Warehouse stakeholders for receiving hardware and software licenses.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Develop, test, update and manage the Service Request Definitions in the Service Request Portal • Create and maintain the necessary ITSM reports
Education
BBA - Business Administration
ANADOLU UNIVERSITY
ESKISEHIR/TURKEY08.2016
Associate of Applied Science - TELECOMMUNICATIONS
BULENT ECEVIT UNIVERSITY
ZONGULDAK/TURKEY07.1999
Skills
- IT Service Management
- Agile
- ISO 27001
- Scrum Master
- 11 years of NATO working experience
- Advanced skills in MS Office Suite (Word, Excel, Outlook, PowerPoint)
- Customer Needs Assessments
- Coordinate Supplies
- Customer Feedback
- Customer Deliveries
- Leadership
- Professional Development
- Customer Satisfaction
- BMC Remedy
- Troubleshoot Service Issues
- Service Quality
Accomplishments
. Participation in more than 40 NATO exercises
. Earned two NATO honor medals and one US Army Honor medal
. Completed 23 th year in Turkish Air Force
. During my tour in SHAPE ACO, completing 24 technical evaluations over NATINAMDS radar sites.
Certification
. ITIL V3 foundation
. IT Service Management
. Scrum Master
. ISO 27001
. Fiber optics technician
. Network technician
. PBX technician
Languages
Turkish
Native language
English
Proficient
C2
Italian
Upper intermediate
B2
German
Intermediate
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
IT Service Manager/Service Delivery/Infrastructure Specialist
TUR AF/NCI Agency Izmir/SHAPE ACO
08.2000 - Current
BBA - Business Administration
ANADOLU UNIVERSITY
Associate of Applied Science - TELECOMMUNICATIONS
BULENT ECEVIT UNIVERSITY