MODERN SERVICE MANAGEMENT CONSULTANT
Microsoft Corporation
Total years of experience :20 years, 4 Months
Direct customers to discover their needs in digital transformation era by reimagining their transformation vision, journeys of customers and users, and business scenarios.
• Act as a trusted technical advisor and help the customer’s CIO/Business Stakeholders in achieving their mission within the organization. Understand the objectives of technology executives and help them achieve those with heavy adoption and utilization of related technologies.
• Orchestrate virtual industry and technical teams, deal with customers to create business case, reference architecture, change management planning, readiness, and digital roadmap.
• Enforce world-wide standards for service deliveries and administer complex client solutions. Instrumental to business and technology assessment, gaps identification, and roadmap development.
• Engaging with medium to enterprise customers on a mix of longer, complex projects - dedicated long term engagements and shorter engagements to help define and refine processes, reduce risk by analysing the underlying non-technical reasons for IT service failures, and deliver expert guidance for Service Improvements that drive tangible benefits and enhance the overall quality of service that a customer's IT organization provides.
• Leading and participating in developing Worldwide intellectual property programs overseeing business outcomes, architecture and technical implementation.
Contributed in planning and enhancing KCB divisions processes using international quality and operation standards and Lean/six sigma methodology.
• Configured IT departments processes based on ITIL framework. Supported in defining the MIS division strategies and technical roadmaps at organizational level.
• Manage and design solution for 5 minutes’ loan project named as 1st shared digital services POC for the public sector in Kuwait. the project results in an automated approach that reduced variation, human errors, and reduced cycle time from three days to five minutes.
• Held accountable for building MIS division and IT staff career path.
• Designed and organized roadmaps to systematize all KCB communications from paper to electronic at organizational level.
• Performed as project manager/functions designer for new KCB mobile banking.
• Enforced ISO standards and attained ISO 27001 and ISO 9001 certificates.
Carried out with business divisions to apprehend business requirements and align it with IT resources.
Executed as project manager for IT help desk projects by synchronizing with TSD teams. Delivered overall assistance regarding internal and external applications. Instrumental in determining user's enquiries and detected and troubleshoot system issues. Documented help desk tickets and resolutions and maintained equipment inventory lists. Oversaw IT inventory and vender’s quotations and standardized IT operations.
• Established IT help desk policies and procedures to elevate department productivity and educated new team members.
• Evaluated end user training requirements and conducted training sessions to enhance staff skills.
• Surpassed overall agreed SLA by 7% yearly i.e. SLA targets 91% with average of 98% users’ satisfaction
Executed as SHUAIBA port loading master and loaded refinery products to oil tankers.
Led vendors and conducted general maintenance of pumps to cover work requirements. Oversaw all pumping activities to certify seamless operations. Supported in operating plant equipment and systems and ensured proper operation of plant equipment.
• Guaranteed all productions being conducted at maximum rates.
• Determined and reported safety problems to the field supervisor.