CIO Chief Information Officer
Al Etihad Cooperative Insurance Co
Total years of experience :20 years, 1 Months
• Strategically rebuilt and implemented the customer experience journey and the digital transformation's 5 layers: Infrastructure, IT Management Components, Platform, Domain and the User-Facing Channel.
• Revamp the IT strategy, skillsets requirements and organization structure
• Leading the implementation of the insurance core systems and ERP system
• Empower Staff Engagement
• Embrace Innovation culture
• Member of Cyber security steering committee, Risk steering committee, IFRS17 steering committee and ASAS project steering committee
• Lead the digital transformation strategy and customer experience journey.
• Managed business solutions, ERP, and dealership management system (DMS) implementations and Enhancements.
• Handled moving infrastructure to cloud, revising security measurements, network design and all other changes resulted from choosing cloud as a host of our infrastructure such as IT organization structure, staff skill set, software licenses, datacenter shrinking, branches internet links, support and maintenance contracts and outsourcing etc.
• Controlled the implementation of business continuity plan (BCP) and built disaster recovery site (DR).
• Directed Organization Restructure, Gap Analysis, and Recruitment.
• Collaborated in the Authority Matrix & Critical Decision design.
• Acting as an active member of the Strategic Corporate Governance Project committee, IT steering committee, and Sourcing committee.
• Vendors Management & Contracts negotiation.
• Oversaw and managed the IT operations.
● Managed the overall service desk activities, including the work of supervisors
● Acted as a further escalation point of contact for the supervisors
● Took on successfully a wider customer service role
● Detecting significant issues that could harm the business and reported to senior managers
● Accepted overall responsibility for incident management and request fulfillment on the Service Desk
● Ensured customer satisfaction through KPIs, system monitoring and personal observations
• Oversaw the deployment, monitoring, maintenance, development, upgrade, and support of IT systems Provided expert consultation and support during university buildings commissioning, datacenter hand over, systems upgrade and installations.
• Handled systems development, enhancement, and integration of new systems with existing systems.
• Ensured the creation and maintenance of all written documentation, including system and user manuals, license agreements, and documentation of modifications and upgrades.
• Oversaw provision of end-user services, including help desks and technical support services.
• Forecasted financial requirements of the IT Department and build required RFP and Proposals evaluation.
• Collaborated in the design, implementation and management of a new IT infrastructure and migration of previous IT infrastructure services.
• Participated in IT Strategy and Risk Assessment.
• Assessed and optimized IT Processes and Policies.
• Executed data-center administration.
• Acted as a System analyst, Administrator, Trainer for Energy Market Management System (EMMS))
• Wrote, updated, and maintained in-house tools, computer programs, and software packages.
• Compiled and wrote documentation of program development and subsequent revisions.
• Performed systems analysis and programming tasks.
• Executed first line end users support 24/7.
● Administrated and Maintained Microsoft IT infrastructure such as domain controller (AD), exchange, ISA, SQL DB and IIS web servers
● Executed support of all enterprise servers, including hardware upgrades, operating system upgrades and other essential software updates
● Managed active directory daily activity- adding new users, printers, resetting users’ password and managing group policy
● Performed daily, weekly and monthly backup into offsite location and backup tapes
● Created and maintained technical documentation to support all hardware and operating systems
● Acted as a PI System and SQL & WEB Servers Administrator
● Executed duties of a Web Developer ASP.NET - Visual Studio 2003
● Handled first line end users support 24/7
● Defined application problem by conferring with clients
● Collected end user requirements and translated it into technical requirements
● Managed project progress and coordinate with subcontractor to meet technical requirement
● Worked IT help desk support and problem resolution for employees and tier II assistance for members
● Executed user access management and control