IT Manager (Acting), Head of IT Support
Qatar Solar Technologies (Qatar Foundation)
Total des années d'expérience :22 years, 5 Mois
• Established the service desk section and recruited support engineers.
• Drafted and implemented IT support policies and procedures, including SLAs and service request processes.
• Monitored IT performance and prepared reports for the infrastructure team.
• Developed and maintained IT policies, including Internet Temporary Access, IP Telephony, Device Allocation, IT Handover, Monitoring Use of IT Facilities, Privacy and Security, and Acceptable Use Policies.
• Developed and maintained IT ticketing systems for tracking and resolution, using metrics to spot trends and risks.
• Implemented staff training programs to enhance technical skills, risk management, and team performance, ensuring data security compliance.
• Led IT teams, aligning performance with organizational goals, overseeing the IT service desk, and implementing policies to drive satisfaction and mitigate risks.
• Negotiated service contracts and participated in the tender committee.
• Conducted business continuity and risk assessments.
• Managed IT support, security, and application teams.
• Established a joint contract with Meeza for SOC activities to monitor network security.
• Specialized in Enterprise Risk Management, adept at risk assessment and mitigation for IT projects and infrastructure implementations.
• Managed relationships with external partners, negotiated contracts, and minimized risks from third-party dependencies.
• Optimized IT spending through budget management, infrastructure evaluations, and technology updates.
• Collaborated with stakeholders to integrate IT services with business processes, ensuring risk management.
• Established IT support team and implemented service desk and SLA policies.
• Led network infrastructure projects, including setup with two data centers, Nexus 7k core switches, distribution switches, firewalls, and 70+ edge switches.
• Implemented wireless network covering plant and head office.
• Deployed Cisco ISE for network authentication and SCOM for server performance monitoring.
• Deployed Cisco blade servers and HP3PAR storage for high availability.
• Migrated from Cisco Blade servers to Nutanix Servers.
• Implemented NetBackup for infrastructure backup and Exchange server deployment, migrating to Office 365.
• Migrated SAP ERP system to cloud-based SAP S/4HANA.
• Implemented cybersecurity policies following FIFA 2022 guidelines and performed vulnerability tests on the network infrastructure.
• Implemented technologies including Cisco switches, firewalls, authentication systems, VMware, Palo Alto Firewall, NetBackup, Symantec antivirus, Microsoft SCOM, ManageEngine Service Desk, Nutanix servers, SAP ERP system.
• Improved network efficiency with new server configurations and promoted cross-functional collaboration by integrating systems.
• Managed teams of up to 9 members, with previous experience managing over 15 IT engineers.
• Engaged support team in project implementation for hands-on learning and knowledge transfer.
• Rotated roles within the IT support team to ensure business continuity.
• Acted as IT focal point for communication with department managers and senior management.
• Coordinated IT maintenance and business enhancement initiatives.
• Participated in business continuity and risk assessment committees, alerting senior management to IT risks.
• Established the entire IT infrastructure for the Precast Factory, including network infrastructure, SCADA system implementation, and connecting the plant to the central HQ.
• Oversaw troubleshooting for the factorys automated systems, such as the concrete patch plant, steel welding machine, and concrete robot dispatcher.
• Developed and implemented IT policies and procedures according to the holding companys standards, ensuring regulatory compliance and streamlined operations.
• Managed IT projects, including hardware and software procurement, installation, and configuration, to support factory operations and meet business requirements.
• Collaborated with cross-functional teams to identify areas for improvement, implementing changes to enhance system performance and reliability.
• Provided technical guidance and support for factory operations, ensuring eficient performance and alignment with organizational objectives.
• Coordinated with external vendors and partners for IT-related services and support, negotiating contracts and managing service-level agreements.
• Organized and maintained the companys complete hierarchy of computer systems and users, including managing Active Directory, Exchange, printing, and shared folder servers.
• Managed factory pallet master computer, supported robot SCADA computers, and ensured seamless integration with other factory systems.
• Contributed to ERP implementation activities, collaborating with stakeholders to establish smooth coordination and eficient business processes.
• Provided high-level technical support to corporate users, assisting with various engineering software, such as AutoCAD and 3D Max.
• Monitored and maintained network performance, troubleshooted and resolved connectivity issues, and implemented upgrades as needed.
• Coordinated with project managers to identify cross-project dependencies and implement best practices for workflow optimization.
• Developed and executed backup and restore procedures, ensuring data security and business continuity.
• Collaborated with external vendors and partners for IT-related services and support, negotiating contracts and managing service-level agreements.
Master's Degree in Business Administration
Bachelor's Degree in Computer Science
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