Projects Manager
Gulf Business Machines
Total years of experience :24 years, 8 months
GBM is ICT solution provider and sole distributor and partner of CISCO and IBM for Middle-east.
• Liaise with presales/sales and assist maturing opportunities i.e. reviewing RFP, understanding customer requirement, assisting in proposal preparation and after project award assign PM, ensure successful on budget and on time delivery of projects satisfying customer requirements as per scope
• Identify opportunities during the project’s lifecycle, upsell products/services and process the change requests following project/GBM processes.
• As PMs-lead and mentor for 16 project managers, provide coaching & feedback sessions, assist PMs resolving issues, monitor progress, track roadblocks and provide directions to achieve common goal.
• Handling multiple projects, of Data Center, IT Infrastructure, Active network, IP-telephony, IPTV, CCTV, system security, Audiovisual system, Digital signage, Background music, Contact center solutions, Workflow Automation, software development, websites development for around $5M-$10M budget. following proper documentation & methodology suitable for project/program from initiation to closing phase.
• Responsible for co-ordination among all stakeholders (internal/external) to acquire the projects and for successful delivery of the project/program. Managing functional, cross functional and virtual teams. Ensuring customer experience beyond their expectations.
• Prepare and maintain reports/project performance/KPIs etc.
• Conduct meetings for Progress/status reports as per project/program communication matrix.
• Consistently keep track of Project/Program progress, issues, risks and road-blocks ensuring smooth delivery of the project.
• Responsible to keep PMO organization process assets and keep information system up to date and ensure all project managers are following the processes, mandatory and good to have documentation according to project/program needs.
Shabakah Net is integrated technology solutions provider.
• As PMO manager I'm responsible for successful, on-time and on-budget delivery for projects in western region following PMP, Six Sigma and Shabakah standards.
• Setting up process and improving, cutting waste from existing ones by thorough analysis and tools and techniques.
• Successfully completed King Abdullah Port IT Infrastructure project, I was responsible to coordinate and advise MEP contractor for Ducting, Containments, load calculations, routes measurement for trunks, distance calculation for access holes for Fiber and UTP cabling.
• Assist Pre-sales, Sales, Help desk, DNOC and operations department in managed services tickets, proposals preparation, BOQ preparation, solution preparation and resource estimation.
• Being member of Project Management Office I’m responsible for preparing project charters, project plans, resource management plan, schedule and activity plan, WBS, budgeting and performing monitoring & control of projects throughout the cycle, hand over documentation i.e. test catalogues, snag list, configuration, SLD, HLD, Master planning tables and User id document).
• Assign tasks to the engineers and technicians, follow-up for completion using MS project server and CRM for all KSA projects.
• Responsible for reviewing company's processes and change/modify them as per PMI/ITIL/ISO20000 standards.
• Prepare and maintain reports of daily work-orders/project performance/KPIs.
• Monitor employee’s performance, provide coaching, job shadowing, assign work-orders and keep track of company assets.
• Consistently keep track of sites problems trend and offer improved solutions to avoid them.
• Some of the Projects completed during Apr 2014 - Nov 2016:
o National Guard Health Affairs Data center and wireless network implementation at 6 branches.
o DCNS Navy base Data center and wireless network implementation.
o Ministry of Interior Microwave based surveillance cameras managed services.
o CHS Datacenter implementation.
o Al ELM 26 sites wireless and DIA connectivity to Head office.
o King Abdullah port 90, 000meter fiber and 40 sites active component implementation.
• As Project Manager I was responsible for ensuring that the Project Team completes the project within given time frame and according to customer requirements.
• Was involved in planning, execution, HR, training and procurement processes preparation and implementation.
• Successfully completed MOI (ministry of interior) command and control centers (emergency service 999) projects in Dammam, Hofuf, Jeddah and Riyadh.
• Developed Project Plan as per project/customer requirement, monitor and control budget, schedule, performance, scope and quality.
• Tracked project Progress and distributed to all stakeholders according to agreed communication matrix.
• Delivered projects according to agreed scope of work and secured acceptance of deliverables from the Project Sponsor and Stakeholders.
• Responsible for communication and coordination with all stakeholders and vendors, including status reporting, risk management, escalation of issues, making sure the project is delivered as per SOW.
• Make sure SLAs are met and deliverables are according to customer satisfactions.
Projects:
o MOI Command and Control center Dammam and Hassa. (Infrastructure implementation)
o Taif municipality Data Center. (Infrastructure implementation).
o Hafuf Data Center (passive and active)
• As a 2nd Line Customer Engineer responsible for trouble shooting, repairing and replacing components/modules on equipment such as ATM machines, PCs, OLGC lottery terminals and Payment remittance.
• For Payment remittance (proof) machines (7766, 7780, iTrans, 9850 and 7728) consist of Hopper, Image Lift, Micr reader, encoder, endorser, Micro-filmer & pocket modules, diagnosing & Troubleshooting the problem, performing preventive maintenance and replacing parts and modules.
• Administering/Configuring/installing/de-installing/upgrading and troubleshooting routers (1800, 2500 and 7000 series) for lotto OLGC (Ontario Lottery and gaming commission) and for Cisco and AT&T projects,
• For ATM machines, that normally consists of statement printer, receipt printer, customer display, dispenser, depository, CPU and network equipments, diagnosing the problems performing maintenance, repair, replacement of part i.e. sensors, belts, and modules. If necessary then raise it to 2nd line technician.
• For OLGC (Ontario lottery and gaming commission) terminals trouble shooting diagnosing the problem replacing or repairing any part i.e. CPU, Printer, touch screen, customer display, scanner, router, modem.
• Assisting in site preparation--including installation of cable, staging of equipment, and minor testing of equipment. Performing modular swaps and unit replacements and performing preventative maintenance services.
• Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.
Leading team providing them coaching, sitting side-by-side, job shadowing consistently improving team performance.
At the time of flood in India volunteered in Canadian call center to support service level.
Awarded leadership certificate for participating in Social committee.
Volunteered in Amex care events, Dream big event and other social activities.
Handled escalated calls during OJT (On Job Training) support for new hires and for my team
Led Aeroplan and CFS (Customer Focused Sales) teams as an acting team leader in absence of team leaders.
Introduced & initiated new method to establish network of Advanis surveys representatives so we can achieve required target before time.
Coached and motivated the teams during competitions & everyday basis for sales and other key metrics achievement.
I have been an excellent Team player with the ability to address performance issues and provide appropriate coaching.
As an OJT facilitator I have assisted Aeroplan, CAU, OCC, BT, Brand, Listening team & CFS.
Assisted & trained teams for software/technical problems, policies & procedures, star, triumph, RCP, web, docx, ECT, Holt platinum, write fax.
Coached associates to meet and exceed expectations on UACW, ACW, Productivity time, departmental metrics, Quality, shift adherence, sales and other key metrics using CMS.
Received leadership certificate for participating actively in social committee.
Successful applicant and participant, in the Year 2003 & 2004, of Employee Satisfaction Action Team (ESAT), Social Committee, Advanis surveys, participated in focus group for business improvement session & Dream Big. Volunteered in animal show for special childrens.
Ensured departmental key metrics are met and exceeded in my performance so I could be a role model & mentor for others, as I was Rep. of the month from Jun/03 to April/04. achieved highest SPSH and conversion during team competition in may/04 & Jun/04.
Supervised and trained team of 35 co-workers and managed various campaigns.
Worked on various campaigns i.e. Sprint Canada Bank of Montreal master card, feed the children, Mortgage companies and Sprint Canada,
Awarded top seller of the month 8 times.
Filled applications for outbound customers and edited them as per customer requirement.
Supervised and monitored new tele-sales representative for and guided them how to use rebuttals and probing questions.
Worked as Verifier in Mortgage campaign.
Coordinated and supervised a 15 member help desk and technical support team assisting in problem solving as required. Routed them to client companies to set up dialup accounts.
Liased with client companies to plan and build over two-dozen cyber cafes with up to 20 stations each.
Met with clients to assess hardware and software requirements and advise on choice of PC and peripheral equipment.
Resolved users password, connectivity printing and access problems as required.
Responsible for hiring, evaluating and occasional termination of staff and contract consultants