ahmed mouwfak

IT Service Management Consultant at FingerPrint Consultancy

• Saudi Arabia - Riyadh
• My current job since January 2015

Where my job responsibilities are:
 Deliver technical consulting and procedural engagements to customers such as but not limit to;
brainstorming, planning, designing and implementing IT Service Management Automation solutions.
 Engaging with the Presales and Sales teams and delivered show cases, Proof of Concepts and demos to
customers.
 Establish excellent relations with the customers and fulfilling the desired customer requirements while
ensuring the maximum level possible of customer satisfaction.
 Delivering all types of IT Projects related Documents such as Compliance Matrices, Scope Documents,
Implementation Guides and Configurations Documents to both internal and external entities.
 Share knowledge by documenting scenarios, lessons learned and case studies to be shared with either
internal or external entities.
 Provide onsite or offsite Operation Support for up and running tools.
Key Projects Engagements:
Mobinil (Orange) (EGYPT)
 Installation of HP Service Manager Ver. 9.40
 HP Service Manager Connect - IT.
 Implementation of HP Service Manager Service Catalog (500+) Items Catalog.
 Implementation of HP Service Manager Request Management.
 Onsite knowledge transfer sessions.
 On Site Operation Support.
 Technologies used: HP Service Manager - (HP Connect - IT)
King Fahd University of Petroleum and Minerals (KFUPM) “Khobar” (KSA)
 Installation of HP Service Manager Ver. 9.40
 Implement IT Service Management Which Include ITIL Processes :
o Service Desk, Incident Management, Service Catalog, Request Fulfillment, Change Management
 Integration of different components.
o HP OMI  HPSM, HP Connect IT  HPSM, HPAM  HPSM, HP UCMDB  HPSM,
HP UCMDB  HPAM, SharePoint  HPSM
 Different Configuration: HP SM Web -Tier SSO.
 On Site Knowledge transfer and training for over (100 IT- Users and 700 End - Users).