General Manager Digital, IT and Call Centre
Enova Facilities Management
Total years of experience :19 years, 7 Months
• Responsible of the overall IT Operations and Call Center for 7 countries (UAE, Qatar, Bahrain, Saudi, Oman, Egypt and Lebanon), Managing 42 Staff.
• Designed and implemented the Enova Digital Strategy for 3 years. (Digital Transformation, IT Transformation)
• Automated manual services to digital forms and processes and on Mobile.
• Full migration of Enova Infrastructure to Microsoft Cloud Azure + Disaster Recovery on the Cloud.
• Transformed Enova’s Big Data into a datawarehouse with Power BI as Business Intelligence tool.
• Implemented the Information Security Management System ISMS based on ISO27001
• Responsible of Enova IT Security (Security Hardening, Cybersecurity protection, WAF, Firewalls, NOC…)
• Planned, Created and Implemented the Mobile Strategy with a successful first Enova mobile app. Planed, Created and deployed Enova Business to Business B2B Mobile App, and plan Business to Client B2C App (Scope, Application Design, Integration and implementation, Pilot, Live)
• Implemented multiple Energy Efficiency projects (IoT, Solar Dashboards, Energy Consuption Dashboards…)
• Responsible on the communications systems including the call center, PABX and lines (Avaya)
• Full management/Integrations of applications (Enova Portal, Microsoft Navision, CAFM Concept, Adrenalin HR, Esight)
• Director and head of the Applications and Solutions department that consist of 15 IT professionals (managers, applications architects, software engineers, security engineers, database administrators etc.).
• Develop and maintain IT services portfolio (applications and operational services)
• The Applications & Solutions department consist of 2 sections responsible of project leading, developing (SDLC), administrating, maintaining applications and solutions:
E-Enterprise Solutions (Student Information System SIS Ellucian Banner, ERP Microsoft Dynamics GP, e-Services, HR system, Main website, Microsoft SharePoint, Business Process Automation K2, Datawarehouse…)
E-Learning Solutions (Smart Campus, Virtual Learning Environment VLE and Learning Management System LMS Moodle, Learning Content Management System LCMS Pearson Equella, Survey Management System Qualtrics, eBooks Management System Vital Source, Whitehat Security, Mobile Applications, Gamifications…)
• Develop and Deliver the university IT Strategy
• Ensures 100% availability of IT applications by providing appropriate IT solutions and plans.
• Forecast and Manage Yearly IT budget and ensure close to 0% deviation
• Develop, design and maintain Disaster Recovery (DR) and Business continuity plan (BCP)
• Information security management representative ISMR for ISO 27001 ISMS and Dubai government ISR (risk assessment, governance, compliance, change managements, security incidents, policies & procedure revisions etc.)
• Manage 18 IT employees (Lead, organize, evaluate and train)
• Progressed from IT Officer to IT Manager then Regional IT Manager.
• Forecast and Manage Yearly IT budgets for gulf (CAPEX - OPEX and HR)
• Develop the IT Strategy, Plans, Objectives and KPIs aligned to university vision, mission and objectives.
• Datacenter, Computer Systems, Computer Hardware and networks administration (Firewalls, Servers, Computers, Laptops, Printers, PBX, email, network, cabinets etc.)
• Software and Application development (HR System, Paperless Document Management System, Backup System, Vendors Evaluation, Suppliers Monitoring Module, Assets Module, Correspondence Module etc.)
• IT Governance, development and monitoring of policies and procedure
• Conduct internal audits and constant follow up related to ISO 9001:2008, ISO 14001:2004, OHSAS 18001:2007
• Lead a team of developers
• Meet with the client, agree on requirements and constant update and follow up
• Software and Database Architecture, design and development (Integrated: Hotel System, Restaurant System, Accounting System, Money Transfer and Exchange, Stock Management System)
BS in Computer Science with a Major GPA of 3.2/4 and cumulative GPA of 2.98/4 Received 2 honors.