أشرف Abrahams

• Championed the ITSM service delivery, IT infrastructure improvement, IT project delivery and IT Security plan to deliver high-quality IT services across multiple facilities and business units, whilst delivering a robust framework aligned with the organizations vision and strategy.
• Improved scalability and stability of systems and removed legacy services/operations and infrastructure. Consolidated IT infrastructure and Data Centre services including Data Center relocation and Disaster Recovery and Business Continuity.
• Oversaw the development of ITSM & ITIL-based management processes (IT Incident and Problem Management, IT Risk Management, IT Change Management, CMDB and IT Inventory Management) and controls to meet business objectives, improve IT service delivery and achieve customer satisfaction goals.
• Drove root cause analysis and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodologies and tracking all incidents to closure.
• Developed organizational technology plan and initiated projects to improve service delivery, infrastructure availability and operational processes. Monitored projects to ensure budgets were met and timelines adhered to. Identified opportunities to achieve wider benefits from the project.
• Played a key role in delivery of a new HIS system, improving patient care and moving the organization towards a paperless environment.
• Managed Department of Health regulatory ICT cyber security (ADHICS), patient information exchange (Malaffi) and CCTV monitoring (ADMCC) projects.
• Managed multiple “fit-out” infrastructure projects for new hospital facilities throughout the GCC region.
• Successfully migrated more 1500 email addresses from GSuite to Office 365.
• Developed and rolled out enterprise-wide Health and Safety Incident Management System.
• Managed OpEx and CapEx budgets in excess of AED 4 Mil in hardware and software developments.
• Reduced overall IT expenditure by more than 15% annually through consolidation of IT Services and re-negotiation of service provider AMC’s.
• Lead CIRT (Critical Incident Response Team) function to assist with the resolution of incidents.
• Produced helpdesk weekly and monthly reports; accurately capturing help desk incident management statistics for distribution and review to team management and executive management.
• Lead teams to resolve incidents and restore business services.
• Responsible for acting as an escalation point to expedite incident resolution
• Responsible for the complete process adherence and handling of incidents according to SLAs
• Headed the operational integration of a new IT Service Management System (ManageEngine Service Desk Plus, ManageEngine Desktop Central, ManageEngine OpManager, ManageEngine Mobile Device Manager).
• Responsible for development and maintenance of a Configuration Management Database (CMDB); creation of Configuration Item (CI) records for all elements of IT infrastructure.
• Develop and maintained network connectivity across devices and locations; providing ease of communications and data access between geographically dispersed locations (some of which have challenging internet connectivity issues)
• Ensured consistent schedules for regular software, security and operating system updates and functionality tests.
• Monitored performance and provided feedback and mentorship to IT staff to ensure all KPI’s are met.
• Identified technology requirements, provided training and development and other learning opportunities for all staff to enable them to better utilise technology within the organization.

• Taught Middle school Grade 6 and Grade 7 Computer Science following the IB Methodology
• Formulated and planned teaching and learning activities
• Created and maintained a welcoming, engaging, and nurturing classroom environment where all students felt comfortable and included
• Implemented modern teaching techniques using technology and practical classroom tasks
• Monitored and continuously evaluated learner progress and encouraged students to improve ICT proficiency
• Selection and design of teaching aids, course material, demonstration models, multimedia, tutorials and reference works
• Creation and loading of managed program elements such as course-ware, assessments and VLE tools into LMS
• Participated in parent-teacher meetings relaying individual student progress and classroom participation
• Evaluation of effectiveness of classroom activities
• Organised and participated in extra-mural school activities (chess club, football, athletics) and school committee meetings in order to discuss current school problems and present actionable solutions

• Taught Computer Science concepts to more than 2000 students from 1st year to 3rd year levels across all IT Department programmes over a 12 year period
• Responsible for curriculum development and delivery of new subject offerings including IT Electronics (Communication Networks) and Web Application Development (Multimedia)
• Chosen by the faculty HOD to review and re-curriculate established subject offerings such as Technical Programming (Software Development) and Database Development (Multimedia & Software Development) in order to meet new industry developments and needs
• Liaised with industry partners to develop courses to deliver needed expertise
• Formulated teaching and learning activities and determined instructional methods utilizing knowledge of student learning styles, individual student needs and effectiveness of different instructional methodologies
• Planned and delivered well-structured and engaging individual, group and peer-to-peer cooperative learning classroom activities
• Responsible for the selection and design of course materials, demonstration models, multimedia, tutorials and reference works
• Evaluation of effectiveness of classroom activities
• Managed subject LMS activities including course registration, course backup and recovery, instructor registration, student registration, creation and loading of course materials, multimedia elements, assessments and grades
• Headed the final year Multimedia programme and was responsible for both vertical and horizontal articulation across all Multimedia subjects
• Acted as single point of contact for 3rd year Multimedia students and faculty
• Chaired 3rd year Multimedia review committee
• Conducted academic research with specific areas of interests being Health Informatics, Educational Technology and Gamification
• Acted as senior developer and business analyst for the Multimedia Programme Business unit, conducting industry research and development and establishing industry partnerships
• Developed and rolled out FID partnership portal to track faculty partnerships and projects with industry which was later rolled out across the university
• Participated as subject expert (Multimedia and Web Development) at national TECLA (Technikon Computer Lecturers Association) and HEICTA (Higher Education ICT Association) conferences for the design and establishment of a Higher Education ICT curriculum in FET Colleges and Universities of Technology in South Africa

• Managed desktop and web applications development through complete Software Development Life Cycle (SDLC)
• Performed requirements analysis, feasibility studies and risk assessment for new projects
• Acted as point of contact between clients and development team
• Acted as business analyst and lead software developer for complete Health Information System for Chris Hani Baragwanath Hospital ICU (to replace existing patient tick sheet. Presented the solution at the South African national ICU conference in Sun City, South Africa in 2001.
• Lead developer for pathology laboratory application and HR Performance Management solutions using full-stack technologies
• Developed and completed test processes for new solutions
• Acted as technical consultant and trainer during implementation phase of projects

Provided Computer and Network Support for the South African government on
multiple OS and Network platforms.

Provided Internet and Email Helpdesk support to ISP clients and monitored the South African Internet Exchange network in order to resolve problems timeously.

Installed and Managed Telecoms equipment at Telkom’s corporate client premises
including planning, fault-finding and repairing local and national transmission
network issues.

Researched and Developed Electronic solutions for technikon industry partners
including developing micro-controller circuitry as well as the related electronics and
embedded software solutions. Supervised and tutored technikon Electrical
Engineering students.

Board-level repairs to Audio and Electronic Equipment.