Ahmad Ramadan, deputy delivery Manager

Ahmad Ramadan

deputy delivery Manager

Aspire

Location
Jordan
Education
Bachelor's degree, Information Technology
Experience
19 years, 5 months

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Work Experience

Total years of experience :19 years, 5 months

deputy delivery Manager at Aspire
  • Jordan - Amman
  • My current job since July 2023

Assisting Service Delivery Manager:
• Work closely with the Service Delivery Manager to support and execute the overall service delivery strategy.
Team Coordination:
• Collaborate with cross-functional teams to ensure smooth execution of service delivery processes.
• Coordinate with technical, operational, and support teams to meet service level agreements (SLAs).
Client Communication:
• Maintain regular communication with clients to provide updates on service delivery progress.
• Address client inquiries, concerns, and feedback promptly and effectively.
Project Oversight:
• Monitor the progress of service delivery projects to ensure they are on track and within scope.
• Identify potential risks or issues and work to mitigate them.
Quality Assurance:
• Ensure that delivered services meet quality standards and adhere to established processes.
• Implement quality control measures to identify and rectify any service deficiencies.
Resource Allocation:
• Assist in allocating resources, both human and technical, for efficient service delivery.
• Optimize resource utilization to meet client needs and project requirements.
Problem Resolution:
• Address any challenges or disruptions that arise during service delivery.
• Collaborate with teams to find solutions that minimize the impact on clients.
Client Relationship Management:
• Foster positive relationships with clients to enhance satisfaction and retention.
• Understand client needs and work to align service delivery with their expectations.
Data Analysis and Reporting:
• Analyze performance metrics and KPIs to evaluate the effectiveness of service delivery.
• Prepare reports and presentations on service delivery outcomes and trends.
Process Improvement:
• Identify opportunities for process enhancements to optimize service delivery efficiency.
• Implement best practices and lessons learned from previous service deliveries.
Training and Development:
• Assist in training and developing team members to ensure they are well-equipped for service delivery excellence.

Continual Improvement:
• Participate in regular reviews and assessments to identify areas for improvement.
• Contribute to the evolution of service delivery strategies based on feedback and insights.

IT Technical Manager at NaiTel
  • Jordan - Aqaba
  • February 2021 to August 2023

Responsibilities:
• Handling NOC Team activity.
• Design/implement IP/MPLS network services
• Design and operate access and core networks using various technologies (Wireless, GPON, Ethernet, WDM, and SDH)
• Support and troubleshooting a mix of networking technologies including MPLS, VRF and BGP working within in an ISP / Telecoms service provider environment
• Design and implementation of peering IP networks using BGP and MPLS, interior routing protocols.
• Architect networks for new services, identify areas of improvement, and develop/implement acceptance testing plans
• Configuration, provisioning and deploy designed network solutions from build to deployment within IP.

IT / Cyber security consultant and Product Manager, Infrastructure, Networking, Cloud & Cyber Securi at OFFTEC
  • Jordan - Amman
  • February 2020 to January 2021

Duties and Responsibilities:
● Build IT (Infrastructure, Networking, Cloud) and cyber security departments in OFFTEC Iraq branch on the consultant, sales and technical level.
● Consultant with customers for the Network security planning, implementation and management for streamlining IT Security Operations.
● Helping the customer for Programmed application, infrastructure networking, endpoint audit and by providing the best solution to stop, protect and secure from the internal and external.
● IT / cyber security level:
o Consult the bank customers in the IT (Infrastructure, Networking, Cloud) and Cyber security solution or even get the ISO, PCI, COBIT etc.
● Sales level:
o Manage the product profile related to IT Security solutions such as web filtering, email filtering, antivirus, threat management, access management and similar solutions etc.
o Manage the product profile related to virtual security threats and solutions, such as vulnerability assessments, issue reporting, subscription solutions etc.
o Manage the product profile related to specific IT Infrastructure products and solutions to clients
o Presales activity Preparation of technical and financial offers to clients etc.
o Support the sales team in closing related deals with clients
o Creating and updating the Presenting solutions to clients.
o Interacting with vendors and suppliers, and getting trained on pricing and selling their solutions in Iraq.
o Add and update the process and sales margin and target.
o Follow up with the customer, collector and financial department to get the money.
● Technical level:
o Monitoring the technical staff to ensure proper and professional implementation and support for clients of related products and services to get the target the customer Satisfaction and project closing.
o working with L1, L2 and L3 in security operation center team.
o Working Multi-Vendor NGFW Firewalls, IPS, Proxies, Endpoint solution, DLP solution, Advance threat Defense, SIEM, Vulnerability assessment and penetration testing with team.

IT Technical Manager at FutuerTec
  • Jordan - Amman
  • November 2017 to January 2020

Duties and Responsibilities:
● Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability.
● Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
● Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
● Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverable.
● Own and lead the execution of the process development and improvement roadmap for multiple processes to improve alignment and business outcomes.
● Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.
● Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction
● Responsible for delivering projects based on cloud / security / Infrastructure / Backup solutions etc.
● Responsible of execution on the IT transformation plan as agreed on the proposal on time and budget.
● Coordination of external third parties for the additional IT services or technologies that might be needed.
● Overall responsibility for the day-to-day operations of managing Cloud Services including software deployment and upgrades, system setup, system administration, monitoring, incident resolution, problem management, configuration and change management, service desk, security management and monitoring, capacity planning, availability management, disaster recovery and routine update of services.
● Ensure adequate coverage for the 24/7/365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
● Coordinate the roll-out of software updates, network rearrangements, and the installation of new equipment and facilities with Repair, Engineering, and Field Operations, minimizing Customer impact and maximizing the productivity of Birch resources.
● Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem- solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
● Recruit, manage and develop exceptional talent into the team.
● Drives the adoption, and articulate the risks/opportunities from leveraging Cloud Infrastructure.
● Oversees and directs the timely evaluation, qualification, and implementation of new software products, tools, and related appliances as it pertains to the Cloud environment.
● working as L1, L2 and L3 in security operation center with the team.
● Working with Multi-Vendor NGFW Firewalls, IPS, Proxies, Endpoint solution, DLP solution, Advance threat Defense, SIEM, Vulnerability assessment and penetration testing.
● Troubleshooting on various security products.
● Troubleshooting and manage Networking Skills (Routers, Switches, VLANs, Network Topologies etc.)
● Team player with good Interaction Skill with the team, Efficient in Time Management and Multi-Tasking with the implementation projects, cases, issues, updates etc.

IT Technical Manager at OFFTEC
  • Jordan - Amman
  • April 2015 to November 2017

Duties and Responsibilities:
● Responsible for the day to day IT requirements of the OFFTEC Customers such as user
management, trouble shooting,
help and advice. Maintaining (Force Point Products,
Fortinet Products, Kaspersky Products, Brocade Products, Aruba Products, McAfee Products, Splunk).
● Ability to communicate effectively with teams and clients
● Understand project requirements, coordinate with resources and direct the projects in the right direction in a timely manner.
● Ability to manage change and effectively pass on the information down the line to concerned teams for smoother execution.
● Delegate and allocate responsibilities efficiently to manage projects end to end.
● Effectively lead teams and inspire others to achieve goals through innovation, quality and excellence.
● Ability to identify strengths and weaknesses of team members and suitably make changes if required.
● Resource management skills and ability to handle complex / sensitive issues.
● Management of server software and associated backup routines.
● Encourage team interaction, boost employee motivation and appreciate team contribution.
● working as L1, L2 and L3 in security operation center with the team.
● Working with Multi-Vendor NGFW Firewalls, IPS, Proxies, Endpoint solution, DLP solution, Advance threat Defense, SIEM, Vulnerability assessment and penetration testing.
● Troubleshooting on various security products.
● Troubleshooting and manage Networking Skills (Routers, Switches, VLANs, Network Topologies etc.)
● Team player with good Interaction Skill with the team, Efficient in Time Management and Multi-Tasking with the implementation projects, cases, issues, updates etc.
Completed Projects:
• NBI Bank Iraq: replace the new FortiGate Firewalls and Fortianalyzer as implementation.
• Arab Medical Hospital - FortiGate Firewall and Fortianalyzer implementation.
• Jordan Commercial Bank: 2 Nutnaix AHV appliances Main and 1 DR implementation
• JOUD cloud: implement Main and DR on 2 different locations and publish the service for their customers as private cloud via (Nutnaix, Fortinet, Switch, Rubric).
• Arab Bank - Force point implementation 2 appliances v10k G4 (Downstream), 2 appliances v5k G3 (upstream) and 1 appliance V5K G3 Disaster Recovery (DR) with Triton v8.1.
• Housing Bank for Trade and Finance (HBTF) - Force point Web Security Gateway Anywhere (WSGA) Implementation and Foritmail (email security), FortiSandbox (Advanced Threat Detection), FortiDB (Database Security) Implementation.
• Arab Jordan Investment Bank (AJIB) - Force point AP-Web and AP-Email integrated With DLP Module, Hybrid Module and Sandboxing Module Implementation.
• Jordan Kuwait Bank (JKB) - Force point AP-Web and AP-Email integrated With DLP Module, Hybrid Module and Sandboxing Module Implementation and 1 appliance V5K G3 Disaster Recovery (DR) with Triton v8.1.
• Capital Bank - Email Security Gateway (ESG) Implementation.
• Invest Bank - Force point Web Security and Email Security Gateway (ESG) Integrated with DLP Module Implementation.
• Ahli Bank - Force point Web Security Gateway Anywhere (WSGA) Implementation.
• Greater Amman Municipality (GAM) - Kaspersky Anti-Virus Implementation for all Site, and Stadium Quaismeh site with Brocade switches and Aruba Controller and wireless access Point indoor and outdoor with FortiGate FW.
• Civil Status & Passport Department (CSPD) - Smart Card solution, Brocade switches, Fortinet Firewall, FortiADC (load balancer), McAfee IPs Implementation and 76 sites connect to the HQ with Brocade switches and FortiGate FW.
• National Information Technology Center (NITC) - FortiGate Firewall and McAfee IPS Implementation.

IT Manager at OFFTEC Group
  • United Arab Emirates
  • October 2010 to March 2015

Amman, Jordan
Duties and Responsibilities:
● Responsible for planning and execution of the IT strategy and efficient day-to-day IT
operations of rides, office and games by leading, motivating, and directing diverse team of
IT staff in a variety of operational responsibilities.
● Overseeing the design, implementation and testing of the networking systems that
comprise the backbone communications infrastructure for OFFTEC ride/show and
standard (enterprise) networks.
● Understanding and developing a strategy focused on business goals while capitalizing on
technology insights to improve the value of analytical data, improve effectiveness of
collected data and streamline the flow of and integration of data within OFFTEC.
● Ensuring smooth operations of all IT-based rides and attractions.
● Providing recommendations for the company-wide IT systems.
● Evaluating and managing selection of all IT equipment and software including:
✓ OFFTEC ERP systems.
✓ Employee Systems and HR software.
✓ Finance and accounting systems.
✓ Ticketing systems.
✓ Networking and desktop systems.
✓ Warehouse, asset management, and maintenance systems.
✓ Internal email, calendar, and collaboration tools.
✓ Telephone and communications equipment.
✓ external and internal website for the website.
● Collaborating with the internal business teams and external vendors/partners to ensure
that data management decisions align with overall business strategies, tactical needs and
plans.
● Identifying, selecting, and deploying analytics technology platforms to capture, integrate,
and analyze data from many sources.
● Leading the use of technologies to enable data-driven decisions applied to all guest
interactions, pricing and product decisions.
● Ensuring data structures are designed for flexibility to support future business needs and
enhancements.
● Interpreting and delivering impactful plans that specify strategy and improve data
integration, data quality and data delivery in support of business initiatives and roadmaps
to achieve results.
● Ensuring data design follows the prescribed reference architecture and framework and
reflects appropriate business rules and facilitates data integration, data conformity and
data integrity.
● Deriving insights from data mining, modeling, and applied analytics on top of large data
sets.
● Assisting in the performance of other special duties and projects as needed in support of
organizational goals.
● Manage the IT budgets and expenditure on hardware and software.
● Reporting directly to the CEO .
● Having excellent time management, confidentiality & communication skills.
● Having strong IT, commercial, planning and budgeting skills.
● Management of server software and associated backup routines.
● Responsible for the recruitment and training of new staff.
● Writing documentation for ICT procedures, security and disaster recovery.
● Maintaining documentation of changes regarding users, functions & systems.
● Managing the internal & hosted network infrastructure including firewalls, servers,
switches and telephony.
● Managing the internal CCTV and Access control solutions, Managing Servers, Network and
● Helpdesk.
● Responsible and manage the Microsoft services administration & operations, system
integration, network systems and security engineering
● Responsible and manage the Network security planning, implementation and
management for IT Security Operations.

IT Offcier at OFFTEC
  • Jordan
  • October 2009 to October 2010

● Installing and Configuring of Antivirus “Kaspersky” on servers and clients.
● Installing Storage & Backup Solutions “Symantec” for all the servers.
● Installing and configuration of online and offline servers in Rack Cabinet
● Managing and suggesting the network solutions (LAN & WAN).
● Installation of Hardware and Software by phone and remote-control access
● Installing and Configuring of Exchange2010 on servers.
● Installing and Configuring of Windows 7.
● Monitor the Logs on the Server.
● Installing and Configuring for firewall VPN site to site.
● Installing and Configuring Active directory, DNS, TCP/IP, DHCP, IIS.
● Installing and Configuring Domain Controllers on windows 2008.

Technical Support Engineer at OFFTEC
  • Jordan
  • October 2004 to October 2009

● Installing and Configuring of Antivirus “Kaspersky, Symantec, Trend Micro” on servers and
clients.
● Installing Storage & Backup Solutions “Symantec”.
● Installing and configuration of online and offline servers in Rack Cabinet.
● Managing and suggesting the network solutions (LAN & WAN).
● Installation of Hardware and Software by phone and remote control access.
● Installing and Configuring of Exchange on servers and clients.
● Installing and Configuring of Vista or Win XP.
● Monitor the Logs on the Server in all clients.
● Call center for all client to solve any problem.
● Installing and Configuring for firewall VPN site to site.
● Installing and Configuring Active directory, DNS, TCP/IP, DHCP, IIS, ISA.
● Installing and Configuring Domain Controllers.
● Trouble shooting the Network, Technical support, Helpdesk and maintenance for client on
site.
● Installing and Configuring For Wireless Access Point “Trapeze, Linksys, Net Gear, Cisco”.

Education

Bachelor's degree, Information Technology
  • at Philadelphia University
  • January 2004
High school or equivalent, Information Technology
  • at Al-Ittihad Secondary School for Boys, High school
  • January 2000

courses: Certificates & Courses: ● ICSI | CNSS Certified Network Security Specialist. ● ITIL® Foundation Certificate in IT Service Management. ● ISO 27001 ISMS - Certified Internal Auditor. ● PMP - Project Management Professional ● Cisco Network Academy program: o CCNA 1

Specialties & Skills

Regional Managers
Service Delivery
IT Project Management
Cyber Security
Management
ACTIVE DIRECTORY
ANTI VIRUS
COMPUTER HARDWARE
CUSTOMER RELATIONS
FIREWALLS

Languages

Arabic
Expert
English
Expert