Mohammad Al-Hakkak

• Spearhead team efforts in realigning organizational IT infrastructure, sales system, physical security and communications for enhancing system uptime and operational efficiency
• Focus on enhancing organizational point of sale system encompassing retail / wholesale & cash / credit transactions functionality and reporting module
• Collaborate with various support teams in developing & implementing new concept project, Nagwa Café, site IT infrastructure, Data & Internet network, café CCTV & Sound systems based on business as well as operational requirements
• Define & implement organizational technical support processes highlighting Service Level Agreements (SLA) based on existing system vendors & 3rd party negotiations
• Follow up with various support teams & CCTV system vendors in upgrading company’s security surveillance system to align with Ministry of Interior new technical specifications for CCTV systems in Kuwait
• Liaise with the HR department in developing Time & Attendance system solution with effective support agreement for maintaining seamless operations

CURRENT WORK PROJECTS & ACHIEVEMENTS
• Online Banking for Retail customers, implementation, enhancements & Omni-channel upgrade
• Online Banking for Corporate clientele, upgrade (under progress)
• Online Charity and Bill Payment (on-going enhancement)
• Mobile banking (iOS, Android, Windows Phone & BlackBerry mobile platforms)
• Merchants relationship management for POS and Payment Gateway Services
• Payment Gateway for Selling & Reloading Prepaid Cards for clients and non-clients
• Contact Centre system establishment, enhancements & upgrades (IVR, ACD & Agents Interface)
• SMS Banking (Push & Pull) services
• USSD interactive Mobile electronic services
• ATM Cash Deposit services, ATM Brands diversification & Offsite Network expansion
• Introduction of new ATM brand (Diebold) to KIB ATM branches network, 1st in Kuwait
• POS Credit Card Acquisition service improvement
• Cards Industry EMV & PCI-DSS Compliancy
• Electronic Signature Capturing Pad implementation for Bank branches
• Electronic Kuwaiti stocks trades clearing system with Kuwait Clearing Co. (KCC)
• KNET Stand-in for offline transactions acceptance
• IBAN Standard successful implementation for E-Channels services
• New KIB Website implementation & new website enhancements
• Al-Dawli Tel (1869999) added-value banking services, implementation & enhancements
• Adhere to Bank’s policies and procedures and comply with the Central Bank of Kuwait laws and regulations, while conforming to Islamic Shariah Law requirements in Bank’s E-Channels products and services offerings.

Customer Service Business Analyst
Sun Life Financial of Canada - Ottawa, Ontario, Canada 2004 - 2005
• Promptly processed call center staff and financial advisors' process improvement requests for the company's
customer service system, while reflecting corporate mission to provide best possible financial services solution
quickly and securely.
• Worked actively on improving the process-notification workflow for accounting & tax related transactions; each within its resolution purpose.
• Participated with company's projects team in creating accurate electronic inquiries documents system; and presented initiatives in identifying process improvement opportunities.

Website and Application Developer
Canadian International Development Agency (CIDA) - Hull, Québec, Canada 2002 - 2003
• Attended CIDA Policy Branch division clients for web-publishing requests, agency program-reports needs analysis,
staff feedback-response, and provided them with solutions and quality website development, maintenance and support.
• Participated in CIDA's pioneering pilot project, to develop real-time application for agency staff in Honduras
(Central America)
• Developed a multimedia E-Learning application for the agency's Combating Desertification promoting
programme project in accordance with the Treasury Board Common Look and Feel standards.

System Application Developer
Mitel Networks - Kanata, Ontario, Canada 2000
• Participated in Mitel's telecom software usability effectiveness and interactivity Improvement project at Small
Business Product Development business group, through conducting extensive discussions and research.

IT Project Application Analyst
PricewaterhouseCoopers LLP - Ottawa, Ontario, Canada 1999
• Supported and maintained a service performance-efficiency evaluation project of secured database integrity for
Canada Post Corporation (Federal Government institution)
• Helped with eliminating redundancy between project user groups and external participants, through enhanced
statistical reporting analysis.
• Improved workflow performance of project operations and quality control.

Personal Banking Representative
Canadian Imperial Bank of Commerce (CIBC) - Orléans, Ontario, Canada 1993 - 1997
• Provided a high level of customer satisfaction via providing high quality day-to-day banking services.
• Increased sales of CIBC Credit cards, personal Loans, Lines of Credit and traveling insurance.
• Maintained excellent level of customer satisfaction and retention through better responsiveness to customers
concerns and swift problem solving that translated in higher sales of new products and better after-sale service.

Investment Securities Dealer
Al Ahli Bank of Kuwait - Kuwait, Kuwait 1985 - 1990
• Generated increased revenues from commissions for the bank while boosting clients profitability through trading in North American, European and Japanese financial securities, options and other derivatives for individual
investors, the bank and other companies, in accordance with the industry rules and regulations.
• Developed long-term relationships with Bank's clients, by preparing investment strategies that help them to achieve their financial goals, and offered advice and facts on various investments to guide them in managing
their portfolios at ABK.
• Collected financial and investment information about companies, stocks, bonds and other investments through reviewing and evaluating daily market reports, economic forecasts, historical charts analysis, financial periodicals,
securities manuals, corporate financial statements and recognized investment houses' intelligence and publications to identify potential investment and attractive profit opportunities for the Bank and Bank clients.