Project Manager
National Catering Company
Total years of experience :13 years, 11 Months
- Achieve the pre-defined key performance indicators (KPI)
- Implement and monitor the compliance of NCC codes, standards, policies and procedures related to Infrastructure industry set by management. Monitors security compliance in accordance with IT standards, policies and procedures.
- Plan strategies and transitioning projects into operations. Translates business requirements and strategy into plans for the software engineering team. In cooperation with the operational units, local operations staff and key users, provides strategic, budgeting and disaster recovery/business continuity planning to offices and staff in multiple operating, business and functional units.
- Works effectively in cross-functional/cross departmental teams. Partners directly with product managers, sales, marketing, customer solution architects and QA to develop, design, implement and maintain the Company’s software solutions.
- Leads, directs and grows the software development team in the design of the different complex software requirements. In coordination with leadership team develop and implement software engineering hiring and professional development plans.
- Maintain systems documentation such as IT operations manuals, contracted services, CRM & ERP configurations, operations customer relations and the implantation plans as per the signed SOW’s (time line, quality & customer satisfaction, and projected contractual costs and expenses). Acts as the primary point of communication between IT and operating, business and functional units. Oversees the production of operational documentation and white paper.
- Perform tasks related to procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, servers, networking equipment, operating systems and other software and hardware). Maintains the operational integrity of the technologies and services provided keeps hardware and software functioning using monitoring applications.
- Serves as the IT point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions.
- Delivers information technology services for both hardware & software solutions. Including the planning and implementing of new Hardware and software as well as keeping hardware and software running.
- Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
- Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Manages the budget, timeline, and resources required for the projects.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Provides consulting/training/education services such as data management and staff training/orientation for standard systems. Identifies and/or evaluate emerging technologies that would enhance or compete with the Company’s products.
- Improved the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
- Managed and increased the effectiveness and efficiency of Support Services, through improvements to each function as well as coordination and communication between support and business functions.
- Oversee overall financial management, planning, systems and controls.
- Management of company budget in coordination with the General Manager.
- Disbursement of cheques for company expenses.
- Organization of fiscal & contractual documents.
- Regular meetings with General Manager around fiscal planning.
- Direct annual budgeting and planning process for the organization's annual budget with General Manager
- Develop and manage annual budget
- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.
- Managing day to day processing of accounts receivable and payable using accounting system.
- Reconciling monthly activity, generating year-end reports.
- Assisting Executive Director and Board in creating annual organizational budget and monitoring cash flow.
- Managing contracts and reimbursement requests.
- Maintaining archival and administrative files.
- Administering payroll and employee benefits and organizational insurance.
- Develop, maintain and monitor accounting systems and procedures capturing all pledges, billings and receipts and for the recording of all revenue transactions, recommend and implement improvements to systems.
- Liaison with all outside vendor.
- Manage functions.
- Increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between functions.
- Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
- Contribute to short and long-term organizational planning and strategy as a member of the management team
- Oversee organizational insurance policies.
- Supervise and couch office manager on a weekly basis.
- End to end S1 and major incident management for the customer " Zain mobile - Iraq ".
- S1 incident's impact assessment, notification, proper escalation and response, leadership to resolution, proper closure and related reporting.
- Assure secure and successful work arounds are implemented within SLA time to contain outage impact ASAP.
- Submit recommendations in regard to handled incidents for the problem manager and the management team to avoid outage re- occurrence.
- Actively engage in the incident management process establishment, setting related KPI s, monitoring and continuous feedback and assessment to support continuous improvement.
-Part of a 24x7 incident management team available on site covering 12 hour shifts.
• Introduced and customized the first Servicedesk application to ABATS customers (i.e. TechExcel CustomerWise) that complies with the ITIL standards.
• Write & maintain SLAs with all ABATS customers and specifically Vodafone Qatar and ABA group.
• Created the first documented processes between ABATS departments.
• Implemented the first Call Center using Cisco technologies with an IVR feature and Cisco Call Manager.
• Organized the Dell pro-support and next business day support procedures.
• Managed three Helpdesk Agents and fifteen outsourced engineers.
• Automated engineers timesheets after being manually created weekly.
• Prepare costing sheets for several SLAs sold to customers.
• Contributed in many datacenter shifting and setup.
• Introduced the Blackberry support services to the company with our primary customer Vodafone Qatar.
• Worked as a deputy to the Service Delivery Manager in his absence and his vacations.
• Contributed in multiple large IT projects e.g. migrating 3500 windows user-accounts to a different windows domain, physical shifting of 150 DHCC employees from Emirates Towers to current headquarters, cabling rearrangement of three floors in Emirates Towers, etc
• Worked as an Incident Manager whereby three service desk engineers and twenty-five desktop support site engineers reports to me technically and non-technically presenting excellent managerial skills and providing my management with semi-monthly reports on the work progress at the remote customer sites. Excellent managerial skill in respect to achieving company objectives in parallel with internal & external customer satisfaction.
• I am responsible on administering the network in terms of all the major and critical services provided to all the company's employees such as DNS, ISA, SCCM, DHCP, RightFax, Symantec, Veritas Backup, BlackBerry Enterprise Server, Nokia Business Center, Exchange server & Unicenter Service Desk, etc.
• I was responsible for maintaining contracts and service maintenances with all our vendors and suppliers.
• Involved in the major projects and other functions within the IT Operations department.
• I was mainly responsible for desktop support including cabling, PABX telephony, and server backups and minor network issues.
• I contributed in writing and creating the first IT policy of the company.
• Achieved the ISO 9002 certification for the IT department processes.
• Vendor contract Management
• Worked as an IT Desktop Support engineer dealing with several software applications and different domain services.
• Worked on Windows XP and 2000 Professional client platforms and troubleshooting all sorts of problems.
• Worked on Windows 2000 Server platforms and managing specific network services