Senior consultant
Nexta Consulting
Total years of experience :20 years, 11 Months
- managing an One-Stop-Shop IT consulting enterprise with more than 10 technical and functional consultant in different fields (Networking, systems, ERP, CRM, Developers…) - Delivered several projects for several customers such as FMCG Distributor, different industries.
- managed different software development projects in Accounting, finance, purchasing software and database audit development and setup up.
- managed different ERP adaptation projects mainly in the distribution field.
- worked personally in Sales Force Automation projects for FMCG distributor including major changes in the sales processes for cash control
- managed projects in infrastructure setup and moving such as IP telephony, Server infrastructure architecture and setup, virtualization.
- delivered good P&L for the company in its second year.
Recruited by Global Infrastructure services division, EMEA Manager. currently reporting to two local CIOs and EMEA Infrastructure Operation Manager.
• Led team that provided production and project support for desktops, networks, telecommunications, and applications. • • •Supported different infrastructure and application environments: 600 users in 8 sites and Field medical representatives for all Novartis divisions (Pharma, Sandoz, Alcon...etc)
• Managing the global Novartis Vendors in order to meet the global SLA in all my sites. IBM for the hosting and Wintel services, Vodafone for all mobility services (Blackberry, Mobile phones, iPhone, iPad…etc) and British Telecom for all Networking services.
• Led Major Infrastructure changes and upgrade in the region, including a successful site move in Morocco and Ivory Coast, Site expansion in Tunisia, Major Network connection upgrades at lowest cost, Servers implementation for the first time in Tunisia and Algeria, IP Telephony, Call center setup for the helpdesk...etc
• Delievred Major Software and tools migrations, MS Outlook, Windows 7, SharePoint..etc.
• Stricktly followed the auditor’s recommendations and remediations in order to keep the company reputation in Data security and managment. Some requirements are enforced by the FDA ( Food and Drug Administration) as well as other European organization regulating this field.
• Delivered Site facilities services infrastructure
• Prepared and deliver departmental $1M budget for IT service management and cross charge toward the service towers corresponding costs. Included variables and complexities such as operational changes, organizational changes, facilities changes, and proposed projects to build realistic budgets with attention to financial constraints.
• Conceived and established asset management practices and processes to track all assets from purchase to disposal.
• Managed inventory tracking establishing tight asset control standards region-wide.
Country ITIL service delivery Manager - Proctor & Gamble Account based in Dubai
Company Hewlett-Packard Middle East based in Dubai January 2008 until July 2010.
Worked up the hierarchy and rotated through several regions, to rise from the post of Arabic Helpdesk Operation Supervisor to the present post of Service Delivery/ Proctor & Gamble Account Country Manager
Spearheaded IT operations of the client (P&G office) in UAE and ensured smooth and timely delivery of services by coordinating with suppliers for telecom infrastructure, cabling, IT equipments.
• Deployed innovative ideas and customized strategies of other regions, to render it applicable to UAE, for initiating cost savings to optimize efficiency in order to fast-track future growth.
Customer satisfaction varying between 95% and 100% between mid 2008 until end of assignment. All the site critical SLA's were met during this period.
• Continually evaluating the delivery effectiveness and taking curative actions to ensure high levels of service delivery with focus on continual process improvement, within ITIL framework and using Six Sigma methodology for • Monitoring service KPIs, addressing customer satisfaction gaps and handling operational issues in service delivery in line with established SLAs.
• Acting as a sales enabler to drive revenue, forecasting and controlling site IT expenditure, monitoring delivery of assigned projects in conjunction with P&G GBS leaders to drive continual growth.
ITIL Service Support Coordinator & Asia Pacific Technical Escalation Team Coordinator
Hewlett-Packard Asia Pacific Honk-Kong. Philippines
January 2006 until January 2008 (January 2006 until April 2007 as service contractor)
• Played an active role in setting up the 1st Arabic helpdesk outsourced outside the Middle East region, for P&G users in the Middle East and Levant countries.
• Successfully deployed Six Sigma approach for the Help Desk thereby enhancing CSAT levels and bringing down the talk & resolution times.
•Prepared the regional helpdesk technically for the biggest change in the P&G infrastructure moving toward Microsoft Solutions, such e-mail from Lotus Notes to Exchange, SharePoints etc. I was responsible to assure readiness of the team to support those new technologies and manage the deployments of a new support structure for those new technologies.
• Designated as member of the Global Helpdesk Problem Management team, to analyze incident trends and undertake measures to reduce occurrence thereby increasing user productivity. Delivered many projects that aimed to tackle current problems and anticipate many others. One of the main achievement in this role is a reduction of calls related to password reset by more than 80%, after an deep analysis of the root causes of such calls and coming up with new solutions for self-reset that meets the P&G security standards and technical stability, aside from identifications of technical gaps in some services that were locking passwords.
• chosen among 5 key people to handle the process relocation and Involved in the relocation to assure smooth transition of processes and technologies from India to Philippines. Entrusted with additional responsibility of Canada processes during the transition period.
• Served as dedicated support contact for the PlanOne customers in French Canada to manage their technical support requests to ensure efficient resolution of issues and meet customer satisfaction goals.
• Developed and demonstrated an understanding of customer and business needs to effectively resolve escalated customer and vendor issues, in alignment with the overall business objectives.
worked as IT consultant for small/medium business, mainly Travel agencies and real estates structures to setup their IT infrastructure and applications. support their online booking system, website.
developp small tools to manage day to day tasks and ease the management efforts to control their business.
