Former Head, Field Information & Communication Technology Office (Retired)
UNRWA Jordan Field Ofice
Total years of experience :28 years, 9 Months
Provides leadership on introducing technological changes; prepares various technical reports. Develops strategies, oversees the design and implementation of major systems initiatives.
• Coaches and evaluates staff and participates in recruitment and selection.
• Provide confident technical to senior managers on systems development in a changing business environment.
• Ensures the development of and adherence to governance practices, technical standards and standard operating procedures to ensure a stable systems environment and effective delivery of services.
• Ensure continuous operation of ICT infrastructure and accessibility to ICT services.
• Ensure the provision of effective and efficient ICT Management and support services to UNRWA in fulfilling its mandate.
• Defines the ICT architecture, based the concept of converged ICT network in line with UNRWA requirements and objectives.
• Undertakes gap analysis to define areas of discrepancy; ensures adherence to global and local ICT policies, standards and procedure.
• Plan and direct major projects of significant importance to the organization, especially the major ICT components of these complex systems which typically impact critical operations and large or multiple user groups.
• Develop annual plans, strategies, IT procedures to attain objectives of the agency and prepare the ICT department budget including the budget for projects & spending plan.
• Negotiation and management of ICT suppliers and service providers to the agency.
• Leads the development of training modules, manages the acquisition of goods and services and the establishing SOWs and RFPs.
• Provides expert advice on complex systems analysis and design; identifies the need for new systems (or modifications to existing systems) or respond to requests from users, develop plans for feasibility assessment, requirements specification, design, development and implementation.
• Lead the IT team, provide comprehensive technical support, project support, training, telecommunication services, WAN, video teleconferencing, hundreds of LANs and database management.
• Responsible for the provision of all ICT services to Jordan (7, 000 staff) and around 5000 Windows based PCs distributed in 200 remote locations including 170 educational facilities, 26 Health Centers. Those sites are utilizing 45 SASE network, several lease lines/PRI/ISDN and 100 DSL.
• Ensures proper inventory control and asset management of ICT systems;
• Liaison with various UN agencies to maximize the inter-agency collaboration in the field of ICT.
• Implement a gradually move towards energy efficiency and reducing our total cost of ownership of ICT in UNRWA.
• Produce an effective framework design for infrastructure, development and service desk processes.
• Develop cost proposals for contractual services, oversee the technical evaluation of proposals received and manage the contract service. Also track and monitor project progress against plan, requirements, quality measures, standard processes;
• liaise with users on all aspects and during all phases of development.
• Keep abreast of developments in the field and determines the need for testing, monitoring and evaluating new products and technologies, including innovative and emerging information technologies.
• Provides leadership on introducing technological changes.
• Prepares various technical reports & implementing industry standards similar to ITIL and PRINCE2.
• Reporting directly to the Field Information & Communication Technology Officer, responsible for providing the second tier support services to all users of ICT, in accordance with established standards and operating procedures including the logging and maintenance of necessary Help Desk log information using available Help Desk tracking software;
• Acts as a member of the Help Desk team and Provides Help Desk support services via identification and resolution/escalation of end user reported issues including hardware and software operational problems, access to data and computer resources;
• Analyzed system problems, ran preventive tests, performed troubleshooting, and trained staf as part of preventive measures;
• Utilization of standard software packages and access to central Agency applications;
• Provides formal and on-the-job training on the use of computer equipment and standard software packages;
• Receives and installs new end user hardware and software and maintains an up-to-date inventory of installed computer hardware and software;
• Liaises with maintenance and service vendors to service hardware and supply minor equipment;
• Assists guides and provides necessary advice to end user queries on access to and use of ICT services;
• Ensures proper installation on all PC equipment and conducts routine checks.
Key achievements included:
• Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality
• In delivering this role, I used strong communication and leadership skills to maintain a high level of morale and a healthy flow of information.
• Having the willingness to learn and grow personally and professionally;
• Established solid work interactions with computer users;
• Commissioned a study to evaluate existing use of assets and resources, leading to reduction in departmental expenditure and risk;
• Increased performance by carrying out business process analysis and re-engineering.
• Created an IT forum of service desk staf to provide solid and visible Q & A for the ongoing issues. This approach helped to improve knowledge transfer between colleagues;