IBM Solutions Pre-Sales Engineer
STS - Specialized Technical Services
Total years of experience :18 years, 7 Months
Writing and preparing Technical Proposal (including Internal & External Costing) in cooperation with the enterprise Architects and Project managers, to cover all the proposal aspects.
Decide the high level aspects of the Technical Solution
Prepare the initial Financial Proposal (Pricing & Selling)
Contract Management (Negotiation, Follow-up, Closure)
Client/Account Relationship Management
Manage support agreements, and selling SLAs to customers.
IT Service Management Team Lead :
Participate in and ensure successful implementation of the Software Services Customer Care strategy.
Play a primary and active role in the Software Services Customer Care (second tier support) team and activities. Act as a point of contact with all STS software services client ensuring high level of client satisfaction.
Coordinate support activities with the STS help desk and support structure to ensure responsiveness to client requests.
Coordinate preventive system maintenance and back-up recovery activities for under-maintenance client systems.
Provides users with technical support and communicate changes effecting the operation of the information systems. If needed, perform problem resolution and provide on-call support.
Developing reporting metrics and tools on the effectiveness of and proper utilization of team resources.
Work with projects teams defining client Service Level Agreements by leading the collection of client Operations “system & infrastructure” requirements from various sources (i.e. client personnel, team members, documentation, best practices, etc.)
Take a proactive role in developing and maintaining the Configuration Management aspects of the SSD Software Development Life Cycle. Including assisting in the definition of standard development environment.
Identify and package project deliverables as Templates and Samples for future re-use.
Develop and ensure the use of standards for documenting service management related knowledge within the SSD Team Work Environment.
Maintain a broad knowledge of state-of-the-art technology, software, equipment, and/or systems.
Obtain formal certification in relevant technologies and topics.
Provide timely status to supervisors and project managers
Software Configuration Management Officer (SCMO)
Managed a set of processes to control all software components to establish integrity of work products.
Identifying, controlling, and tracking for all organization components and IT Assets.
Control modification and releases of Software items.
Establish Configuration Management Change Control Board .
Record and report of all It Assets.
Establish baselines and act as software Build Engineer.
Establish Configuration management database which is centralized repository that contain code and documentation.
Apply Capability Maturity Model Integration (CMMI) Framework that covers planning, engineering, and managing SW development and maintenance.
IT Service Management Based on the Publication of IT Infrastructure Libraries (ITIL) best practices in:
Service Support including Service desk, Incident Management, problem management, configuration Management, Change Management and Release Management.
Service Delivery including Service Level Management, Financial Management for It Services, Capacity Management, IT Service Continuity Management and availability Management.
Technical support and administration of Microsoft Team Foundation Server.
Technical support and administration of Microsoft Team Suit.
Technical support and administration of Microsoft Windows® SharePoint® Portal.
Technical support and administration of Visual SourceSafe®
Technical support and maintenance of Collabnet Subversion (SVN)
Technical Support and hardware Trainee:
Trained in the operation and installation of Altiris IT Solution.
Participated in the preparation of a total of 100 desktop computers utilizing Altiris Image copy to reduce overall time required.
PCs Hardware Maintenance and troubleshooting.
ITIL is guidance for its IT services. ITIL is one of the most widely used and accepted approach to IT Service Management, ITIL services design, delivery and support processes were built based on ITIL best practices, utilized to support the business and its efficient and effective operations whilst improving the overall quality of service to the business within imposed cost constraints.
B.A., Computer engineering graduated with (3.3) average which equals 85% Graduation Project : (web-Based Management of E-Mail Services For Small IT Solution): where E-mail accounts were created in domains related to small-business supported by web-based access to their accounts and messages stored in local storage capacities ,this technology is built by deploying Asp.net and SQL server 2000 to program and deal with SMTP and POP3 Protocols to eliminate the usage of exchange server and outlook and to expand security and Data Base storage volume for small companies, and My Evaluation was A which equals 95%. scored A 95% and B+ 90% in most of my major study subjects.