IT support - Project Manager
M.E.P design Engineering INC
Total years of experience :12 years, 11 Months
• Managed the team in designated work unit by translating business plans into tactical action items whilst ensuring all policies and procedures are followed.
• Coordinated E2E IT projects and created delivery plans for presentation to stakeholders and senior management.
• Prepared regular progress reports and participated in stakeholder meetings to discuss updates, technical queries or concerns regarding risk and compliance.
• Defined and managed procedures for incident escalation.
• Oversaw quality control activities and created audit processing systems and procedures.
• Managed the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Managed in-country/ global projects from end to end, in compliance to project delivery schedules and other SLA & KPI parameters.
• High quality delivery of over 10+ projects which led to significant enhancement in client satisfaction whilst reducing operating costs and increasing revenue.
• Collaborated with cross functional teams & vendors for development/ integration of systems as well as designing corporate banking portfolio and Infrastructure solutions.
• Interacted with stakeholders and enhanced client satisfaction by quickly and efficiently resolving reported issues.
• Catered to the delivery of IT projects & applications including production, disaster recovery SIT and UAT testing.
• Evaluated team performance and provided productivity enhancement feedback and training sessions based on identified training needs.
• Presented various status reports for the senior management team and other stakeholders which enabled effective decision making.
• Successfully held the portfolio for the corporate banking contact center IVR MYNA & Avaya systems and oversaw the migration and integration of Credit & Debit card customer holders.
Notable Projects: Corp Banking OTP security | Gemalto RSA token activation |
Data center migration to UK | CRM & IVR integration | ICCS UAE Central Bank Automation |
Auto dialer (Collections Department)
• Maintained IPT servers, Cisco routers and switches and LTE and 4G networks on a day to day basis.
• Oversaw maintenance of data centers hardware components and initiated recover and bi-monthly system backups.
• Delivered Tier 3 / Tier 4 Data Centre projects on time, within budget and in compliance with stakeholder requirements.
• Conducted in-field hardware maintenance, evaluated future sites to ascertain data & network requirements across the UAE.
• Successfully managed local and international gateway networks with no impact to customer business.
• Commissioned or decommissioned data centres with no service interruption for customers.
Enhanced client satisfaction by effectively resolving inquiries & complaints
• Managed inbound/ outbound calls including data cleansing and floor support
• Organized training sessions for new team members based on identified training needs
• Checking and maintaining PABX (Lucent avaya)
• IP phone configuration
• Handling TT’s and voice mail setup
Advanced Diploma