ITSM Configuration Project Manager (PMP® & ITIL®)
Hewlett-Packard (HP)
Total years of experience :20 years, 5 Months
Appointed by Global Technology-Leader HP for their client “Saudi Arabian Monetary Agency - SADAD” to manage large-scale, and complex technology initiatives.
After the success in delivering large scale IT Infrastructure projects at SADAD, I was promoted to lead IT Service Management - Configuration Management Process and apply project management experience to develop configuration management process from scratch and roll-out the process.
Major Accomplishments:
=> Envisioned roadmaps to implement ITIL Configuration Management Process for SADAD
=> Implemented pilot projects to demonstrate the value of configuration management
=> Developed Configuration Management Process and Policy using ITIL best practices
=> Defined functional tool requirements and selection criteria for the CMDB toolset
=> Partnered with the client in all areas of implementation, including process and procedure description
Key Activities:
=> Assessed current process maturity to evaluate the current state and set goals for improvement
=> Analyzed business & user needs, documented requirements and translated them into specifications
=> Defined objective & scope of implementing Configuration Management
=> Conducted several workshops to gather requirements & align with organizational needs
In March 2011, I was promoted to lead large scale mission critical projects at SADAD Payment System. As a Project Manager, I led SADAD’s core Application & Infrastructure Projects impacting 14 national banks and 120+ billers.
Major Accomplishments:
=> Delivered Infrastructure Capacity Upgrade Project (Systems, Storage & Application Servers)
=> Delivered Datacenter Expansion Project (managed multiple vendors)
=> Delivered Call Center Implementation Project (Implementation & Integration)
=> Delivered Disaster Recovery Project (Real time disaster recovery - failover & failback)
Key Activities:
=> Established & managed effective project governance, ensured the requirements, plans, risks, issues, actions, schedules and other related project milestones are documented and tracked.
=> Direct and prioritize project & operational activities of 30+ employees supporting 15+ core business applications from Microsoft, Oracle, EMC, IBM, Web Methods, Tivoli, AIX, CISCO, and Juniper
=> Worked closely within the PMO to identify project dependencies & manage competing resource requirements
=> Built cross-departmental relationships to determine implementation strategy
=> Facilitated & communicated functional, technical & scheduling requirements
=> Performed risk and issue management, resolution and escalation as needed
=> Provided weekly project insights - issues, risks & red-flags through status reports
My first mission after joining SADAD was to capture the as-is systems state and propose the to-be systems state for service and operational excellence & set the foundation for large-scale infrastructure upgrade.
Major Accomplishments:
=> Transformed SADAD Infrastructure to a robust & resilient platform by introducing state of the art technologies
=> Played an integral part in avoiding unplanned outages by providing proactive preventative guidance
=> Responsible for working with key customer contacts to identify and align business and IT objectives, discover customer pain points, offer recommendations, and recognize current and future IT needs
=> Delivered radical enhancements in patch management process from 1 week+ roll out to less than 30 minutes
=> Developed Service Recovery policies and Standard Operating Procedures (SOP)
Key Activities:
=> Developed proactive maintenance initiatives based on industry best practices and statistical data trends
=> Acted as single point of contact for all requirements as they pertain to the customer’s environment
=> Prepared business cases, feasibility studies & assisted the customer in identifying & deciding on future directions
=> Managed "mission-critical" support escalations
Managed enterprise initiatives involving transition of server systems to new technologies.
Major Accomplishments:
=> Achieved seamless migrations of production systems with no unscheduled downtime
=> Project Lead for migrating legacy Windows NT network
=> Project Lead for migrating legacy email systems to up-to-date technology
=> Project Lead for deploying Clustering Technologies for resiliency
=> Project Lead for Datacenter Consolidation (consolidated servers in multiple locations to 1 data center)
Key Activities:
=> Managed day-to-day operations
=> Defined and lead technical integration of all aspects of the solution
Master’s in Business Administration (MBA): Completing final year of education in Dec-2014