1. Key Skills
Delivery Management
Strategic Alliances and Partnerships
Technology Identification
Requirement / Problem Analysis
Pre/Post-Sales Support
Process Creation / Improvement
Customer Meetings and Demos
Estimation/Scheduling
Profile Summary
A dynamic individual with 20+ years of experience in Service Delivery,
Customer Support, Services-Business Development and Services Sales
Currently associated with Mideast Data System (MDS-PACC), Dubai, UAE in
Service Delivery Management & New Services Business Development role
Played vital role and contribution in successful achievement of ISO:9001
Certification in the year 2008 for the company (Intertec Systems)
Familiar with all functional aspects of IT Support & Services
Rich knowledge and passionate in achieving Service Level Agreement,
Process targets by running the process successfully
Ability to engage at all levels to understand and agree priorities and manage
expectations
Relationship management and conflict resolution skills
A keen communicator with honed interpersonal and analytical skills
Ability to always maintain self-motivation and be consistently pro-active
Career Timeline
JACOB THOMAS
Service Delivery Manager~
Customer Support Manager
Location Preference: Dubai/Abu Dhabi
annjacobt@gmail.com
+971-55-779 2925
Integrated PC
Solutions (American
Express, Chennai) as
Customer Support
Executive
THOMSUN Computer
International, Dubai,
UAE as System and
Network Engineer
Intertec Systems, LLC,
Dubai (UAE) as Service
Delivery Manager &
Asst. Manager-Customer
Support
Jun’95-Mar’97 Apr’97-Apr’02 Jun’02-Jan’15
Mideast Data Systems
(MDS-PACC), Dubai,
UAE as Service
Delivery Manager
Since Feb’15

2. Education Bachelor of Science (BSc.) from Pt. Ravishankar Shukla University, Raipur
(M.P), India in 1993
Other Courses:
Diploma in Computer Hardware from Computer Garage, Chennai India in
1994
IBM AIX (4.x)-System Administration Course conducted by Gulf Business
Machines (GBM), Dubai (UAE) in 1997
MS Exchange 2000 Course conducted by CompuBase, Dubai (UAE) in 1999
Interconnecting Cisco Network Devices (ICND), CCNA-Course conducted by
Microland, Bangalore, India in 2002
Work Experience
Since Feb’ 2015
Mideast Data System (MDS-PACC), Dubai, UAE as Service Delivery &
Business Development Manager-Services
Key Result Areas:
Ensure MDS-PACC meets and exceeds its obligations in Service delivery with
respect to all Service Level Requirements (SLR’s)
Develop and maintain commercially productive relationship with both new
and existing clients.
Provide recommendations for new services and / or changes to existing
services, which could benefit the Client in achievement of their business
objectives
Generating new business for SLAs/AMCs & Services from online prospecting,
Cold calling, Meetings and Networking
Making sure that all SLAs/AMCs & Services Sales opportunities are fully
explored and captured
Intertec Systems LLC, Dubai (UAE) as Service Delivery Manager/Assistant
Manager-Customer Support/Team Leader/Senior Tech Support Engineer
Key Result Areas:
Liaised with customers, vendors and various service providers
Management of AMCs/SLAs and oversee the achievement of agreed customer
service levels and standards
Worked closely with process of HP, IBM, Cisco, Symantec & other major IT
vendors for Warranty/RMA & Escalations
Managed team of 25+ Support Engineers and allocation of appropriate
resources for break-fix, Installations & Projects
Take ownership of customer issues and follow problems through to resolution
Periodic review and analysis of Open/Pending calls from the HelpDesk system
and take necessary action
Led, mentored & monitored the performance of team members to ensure
efficiency in process, operations and meeting of individual & group KPIs
Inventory/Stock management of Spares & Standbys for Support services
Managed Projects, Installations & Migrations along with the Tech Support teams
Ensured that all Service process and SLAs are adhered to ensure compliance with
ISO:9001 guidelines
Conduct regular reviews and annual performance appraisals for the team
Highlight:
Played a vital role and contribution for achieving the ISO:9001 Certification in
the organization in 2008
Successfully evaluated and deployed a new Helpdesk & Call Monitoring facility
Jun’ 2002 - Jan’ 2015
(12 years, 7 months)

3. Previous Experience
Apr’1997 - Apr’2002
(5 years, 1 month)
Jun’1995 - Mar’1997
(1 year, 10 months)
Trainings
IT Skills/Certifications
Personal Details
Thomsun Computer International LLC, Dubai, UAE as System and
Network Engineer
Key Result Areas:
Project Management and Implementation of PROLOGIC PMS Software at
various hotels in the GCC region
Installation and Configuration of Windows, SQL Servers, AIX (IBM RS/6000)
OS, Clients, Printers, POS Stations, Touch Terminals, and interface devices
Integrated PC Solutions (for American Bank, Chennai, India) as Customer
Support Executive – managing the Data Centre Operations
Microsoft, HP, Cisco, Symantec, F5-Partner and other IT Vendors Training
programs in Dubai (UAE) from 1998 to 2014
ITIL (ITSM) Foundation Certification in IT Systems Management in 2003
ITIL v3 Foundation (Service Management) Certified
Microsoft –MCP/MCSE, Cisco-CCNA Certified
HP–AIS/ASE (HP Accredited Systems Engineer) Certified
Date of Birth: 10th
August 1972
Marital Status: Married, One Daughter
Driving License: Valid UAE Driving license
Languages Known: English, Hindi, Malayalam & Tamil
Mailing Address: Flat No. D-108, Sama Residence,
Behind Al Ahli Club, Al Nahda-1, Dubai (UAE)