Summary

Over fifteen years of leadership and management experience in business operations including: directing, training, evaluating and coaching personnel, forecasting and scheduling budgets and production, operations planning and training development. Extensive experience in customer relationship management, change management, ISO 9000 and ISO 27001 implementation, problem solving, process creation and documentation.

Areas of Expertise:

  • ITIL, COBIT, ISO 9001, ISO 27001
  • Incident, Problem, Change Management
  • Project Management
  • Team Building
  • Resource Planning
  • Policy, Process and Procedure

Work History

Work History
Apr 2012 - Present

Quality Systems Manager

Eczacibasi Bilisim A.S.

Main activities and responsibilities

  • Designed and implemented ISO 9001 principles and standards into each division customer management program, developed goals and metrics with management and trained personnel in process development, document control and management, and audit procedures.
  • Handled customer complaints and monitored their improvement.
  • Designing and implementing ISO 27001 information security management system policies, controls and processes. Providing information security awareness, training and educational activities.
  • Initiate, develop and maintain information security policies and procedures and to ensure that the security strategies are being followed, so as to meet the organizational security goals and standards.
  • Managing information security risk assessments and controls selection activities.
  • Management of ITIL and COBIT processes.
Jan 2009 - Apr 2012

Senior Technical Support Specialist

Eczacibasi Bilisim A.S.

Management of Call Center & Desktop Operation Team

Main activities and responsibilities 

  • Managed technical support and call center team of 25 people.
  • Managed the daily activities of employees who provide technical maintenance to PC's and related peripheral equipment, mobile communication units and standard applications.
  • Responsible for ensuring services are delivered in accordance with agreed Service Level Agreements and agreed upon project plans.
  • Established and maintained and effective and positive relationship with internal and external customers.
  • Managing vendors and outsourcing partners effectively to create business value.
  • Managed department's budget.
  • Evaluate performance of employees.
  • Performing internal ISO 9001 audit then planning the corrective and preventive actions.
Jan 2005 - Dec 2008

Infrastructure Services Support Specialist

Eczacibasi Bilisim A.S.

Management of ITIL Processes

Main activities and responsibilities 

Developing  and maintaining the;

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Network & System Management
  • Service Level Management

Monitoring the effectiveness and efficiency of the ITIL processes.Identifying, controlling, maintaining and veriyfing the version of all Configuration Items.Filtering, accepting and classifying all RFS. Also responsible for planning and coordinating the implementation of the changesTraining support groups.Preparing reports and presenting to ITIL Board and making recommendations for improvement.

 

Internal Auditor (ISO 9001:2000)

Performing internal ISO 9001 audit then planning the corrective and preventive actions.

Apr 1999 - Jan 2005

System Support Specialist

Eczacibasi Bilisim A.S.

Management of Technical Support Team

Main activities and responsibilities 

Managing Help Desk Operation

Evaluating the technical problems that users experience with IT products (PCs, laptops,PDAs, etc.), hardware, software, peripherals and resolving them. Providing customers the highest quality service. Recording all the problems according to pre-determined procedures. Preparing reports and presenting to IT Manager.

Education

Education
1997 - 1998

Oxford College of Further Education
1992 - 1996

Bachelors Degree (Bsc)

Anatolian University
1986 - 1989

High School

Boğaziçi Behçet Kemal Çağlar

Certifications

Certifications
2012 - Present

Internal Auditor for ISO 27001:2005

SGS
2007 - Present

ITIL Foundation Certificate in IT Service Management

EXIN
2007 - Present

Internal Auditor for ISO 9001:2008

SGS
2002 - Present

MCP

Microsoft