IT Manager
Informa
Total years of experience :21 years, 9 Months
Core Focus: Define project scope, goals and deliverables that support organization’s long-term IT goals in collaboration with senior management and stakeholders. Ensure that the projects are delivered within cost, budget, schedule, and KPIs while ensuring total customer satisfaction. Serve as a thought leader and Information, Communication, and Technology (ICT) strategy driver for the organization.
Key Contributions:
▪ Devise and implement long-term transformational and development strategies consistent with the organization’s long-term business goals while constantly evaluating emerging and existing technologies.
▪ Implement and maintain controls and monitoring procedures to ensure availability of critical IT systems and minimal service interruptions for all users.
▪ Oversee a team of local and remote IT professionals to make sure that projects are well-controlled and facilitate timely resolution of technical difficulties and challenges.
▪ Perform network/applications/systems configuration assessments, and implement Hardware/software upgrades and improvements.
▪ Drive the execution and delivery governance for key technology projects and system implementations including defining and standardizing references, policies, templates, and documents for managing projects. Manage the project master schedule to achieve timely completion of the projects.
▪ Drive continuous improvement, ensure collaboration, knowledge sharing, and digital best practices between multiple functions and business unit leaders.
▪ Develop and present the required statistics of Projects, Contracts and IT budget to the top leadership and senior stakeholders.
▪ Develop reliable metrics for hardware, software and storage while ensuring strategic capacity planning. Responsible for monitoring, upgrades, backups and maintenance of all hardware and software systems.
▪ Manage crisis situations, which may involve complex technical hardware or software problems.
▪ Managed the process of gathering, analyzing and assessing the current and future threat landscape, as well as providing a
realistic overview of risks and threats in the enterprise environment.
▪ Reduced re-occurring cost by 20% over 3 years by auditing IT spending, negotiating with vendors, and terminating
unnecessary services.
Core Focus: Facilitated strategic IT and operational planning to achieve organizational goals by fostering innovation, prioritizing IT initiatives, and coordinating the evaluation, deployment, and management of current and future IT systems for this UK based recruitment and outsourcing company. Created and executed project management strategies and ensured all IT projects are completed to budget, timelines, quality standards, governance, ROI, project milestones, training and migration.
Key Contributions:
▪ Planned, organized, directed, controlled and evaluated the operations of information systems and electronic data processing (EDP).
▪ Built trust and relationship with multiple departments and functional heads, to help augment their business processes and improve services delivered.
▪ Created communication strategy and made periodic presentations and on-going communications to various levels of internal and external stakeholders.
▪ Implemented a buy once, use many approach to software procurement; reducing multi-vendor solutions for individual departments.
▪ Assessed complex business issues, and augmented emerging technologies to accentuate business processes.
▪ Led, managed, and mentored a team of computer analysts, engineers, programmers, technicians and other IT professionals.
Recognized development needs and capability gaps through on-going coaching, guidance and performance feedback to team members. Provided support to address developmental opportunities that ensure the team continually improves skill and level of capability.
▪ Assembled and managed teams of information systems personnel to design, develop, implement, operate and administer computer and telecommunications software, networks and information systems.
▪ Credited for the redesign of the BMS Middle East and BMSL Group websites with Social Media presence.
▪ Developed and implemented recruitment database for candidate selection.
Core Focus: Performed as an Outsourced Assistant IT Manager for this well-established computer hardware and software System Integrator and Solution Provider. Deputed at First Leasing Bank (Aug 2011 - Jul 2013) and Civil Services Bureau (Aug 2010 - Aug 2011).
Key Contributions:
▪ Managed Servers and network infrastructure. Maintained IT systems by performing backups, maintenance, producing reports and upgrades as required.
▪ Built and configured servers, backup and recovery plans, and network security systems. Analyzed and troubleshot issues with connectivity, hardware, software, security and operating systems.
▪ Collaborated with business users, cross-functional leaders, and vendors to document business objectives and define functional and non-functional requirements.
▪ Maintained and manage contractual obligations with vendors while serving as an escalation point to manage service level agreements (SLAs).
▪ Ensured security by monitoring system activity, adding users, and updating software Installation & Setup of Oracle Business Intelligence server.
▪ Responsible for Windows 2008 Active Directory Environment Support, Exchange Server 2010, File & Print Server, ISA Server 2006, McAfee EPO 4.5 Server, CCTV & Bio-Metric Support.
▪ Managed multiple IT functions for both FLB & CSB including system and network setup, administration, biometric machines, telephones system, hardware and software purchase, financial systems, proposals assessment, backup, etc. Prepared and updated FLB's business continuity plan including backup and disaster recovery procedures.
▪ Responsible for yearly preparation and submission of IT audit conducted both Internal and External.
Major Responsibilities:
• Provided on-going, on-the-floor support and development of agents' technical knowledge with focus on improving quality and service levels.
• Guided L1 & L2 technical support representatives in troubleshooting efforts to identify and troubleshooting products that are defective.
• Identified, developed and delivered vitality training to improve capabilities of representatives.
Performance and Achievements:
• Reduced team turnover by 20% in 2009, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
• Decreased training time and increased portfolio knowledge by creating and maintaining Internal SharePoint (MOSS) that was being used across all Dell sites.
• Awarded “Certificate of Appreciation for exemplary customer service” by Vice President for ensuring swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Growth within the Organization:
• Technical Support Specialist | Department: USCTS | Supporting: XPS Systems | 3. 2007 - 6. 2008
• Advance Resolution Expert | Department: USCTS | Supporting: Dell on Call | 6. 2008 - 6. 2009
• Technical Support Specialist |Department: Training, Coaching, Quality | 6. 2009 - 8. 2010
Major Responsibilities:
• Conducted team huddles monthly & weekly with reports on performance and schedule adherence.
• Facilitated process refresher training program for all the teams.
• Conducted side by sides for new team members to assist them with their performance.
• Acquired analytics experience in Credit Card & Financial Services..
• Knowledge & Access to all US Credit Bureau Data Modifier. (Equifax, Experian, and TransUnion)
Performance and Achievements:
• Created automated daily stats report that reduced inaccuracies and provided management with an important decision-making tool.
• Created, implemented and maintain comprehensive knowledge database & policy documents to improve clarity and consistency.
Growth within the Organization:
• Process Associate | Department: PLCC | Supporting: All Clients | 12. 2004 - 12. 2005
• Process Developer | Department: PLCC | Supporting: Mervyns | 12. 2005 - 12. 2006
• Subject Matter Expert |Department: Training, Coaching, Quality | 12. 2006 - 3. 2007
Major Responsibilities:
• Designed a charity foundation alumni website and company website.
• Developed Web site architecture and determine hardware and software requirements.
• Sourced, selected and organized information for inclusion and design the appearance, layout and flow of the Web site.
• Created and optimized content for the Web site using a variety of graphics, database, animation and other software.
• Planed, designed, wrote, modified, integrated and tested Web-site related codes.
• Conducted tests and performed security and quality controls.
• Developed interfaces for their programming team.
• Prepared and conducted product launch and live integration.
Performance and Achievements:
• Invented various parts of the systems and used on different projects sites. The most popular are SoftPay (Card payment system), SoftDesk & Parking Software.
• Co-ordinate multidisciplinary teams to develop Web site graphics, content, capacity and interactivity.
