Director of IT Governance
Saudi Food & Drug Authority
Total years of experience :21 years, 8 Months
In charge of the execution of the Drug Sector’s 5-Years Strategic Plan. I'v completed the development of the Information Technology and Planning (ITP) General Directorate’s and the Shared Services(SS) General Directorate’s Roadmaps based on the diagnostic work done during the strategy planning phase. I've also continued my work on the Balanced Scorecard project and contributed to the continual revision of the current SFDA strategy.
A member of the team that built the SFDA Second Strategy Plan (2012-2017) and tasked with the formulation of the 5-year strategic plan of the ITP General Directorate. On top of this, I was involved in the preparation of the Balanced Scorecard project, and the assessment of available companies and solutions.
Responsible for building, managing, and continuously enhancing the Help Desk department, which involve forming the team, and electing the technology solutions and tools that underpin the Help Desk daily activities. On top of that, I was tasked with the development and re-engineering of the Help Desk processes to increase the effectiveness and efficiency, manage related projects, enhance the teams’ capabilities through purpose-designed training programs, Introduce the concept of ITIL and build the department on its basis, manage co-located and remote teams, and write the RFQs, RFPs related to the Help Desk function.
- Supervising the department’s daily activities.
- Monitoring & working on improving agents' performance.
- Providing the management with reports on network performance & Service Desk activities.
- Maintaining & regularly enhancing the Help Desk procedures.
- Identifying Help Desk needs & proposing development plans accordingly.
- Planning agents’ monthly shifts schedule.
- Working with the Quality Assurance team to ensure efficiency of provided services.
- Nominating the best performing Help Desk Agent on quarterly and annually basis.
- Monitoring network connectivity & providing daily events’ reports.
- Providing PC & Printers support over the phone.
- Assigning service tickets to on-field technicians,
- Administering network accounts, Email accounts, HP Service Desk, and PBX meridian routers.
- Controlling the distribution and usage of IP addresses throughout Samba..