Service Delivery Manager
ITWorx
Total years of experience :17 years, 2 Months
- Ensure deliverables' dates and scope changes commitments are met
- Perform cost control measures and resource allocation
- Develop, negotiate, and approve agreements and contracts
- Communicate with customer to understand both short- and long-term requirements
- Ensure deliverables and services meet customer requirements
- Ensure output quality by following the appropriate processes and standards
- Supervise Project Leaders’ activities and reviewing projects’ tracking reports
- Identify and follow potential opportunities for business development
- Track metrics for support customers to plan and implement continuous improvements
- Managing one of largest ITWorx accounts with a revenue target of more than $3, 000, 000 per year
MARKER TRAIT ASSOCIATION PHASE 2 (MTA-2)
- Project Overview: Creating the new phase of the MTA web application (as well as supporting old phase) to provide a user interface that initially supports the extraction of phenotypic and genotypic data from the integrated data platform to perform bi-parental and multi-parental QTL studies. A chromosomal region (represented by a marker or a series of markers) statistically associated with a quantitative or qualitative trait (e.g., yield in crop plants). Multiple marker trait association detection methods are currently in use within the labs.
- Technologies Used: Java, Spring, JSF, Rich Faces, IBATIS, Business Objects XI3, JAXWS, IBM Data stage
IPHONE APPLICATION
- Project Overview: Creating an iPhone application to be used with telecommunication end users for self-services directly from the iPhone as a native application instead of accessing self-services portals from the web.
- Technologies Used: Objective C, Oracle Web Logic Portal 10.2, Oracle 10g, Vignette Content Management System and SVN
dU SELF-CARE PORTAL REVAMP
- Project Overview: Revamp of du Self-care Portal to upgrade the used technologies to the latest, the upgrade included using the latest Oracle Web Logic Portal v10.2 as well as the latest Vignette Content Management Suite v7.3.1
Technologies Used: Oracle Web Logic Portal 10.2, Oracle 10g, LDAP, TIBCO, BSCS, XML, Vignette Content Management System, Omniture and CVS
dU E-SHOP
- Project Overview: A web application where customers shop online for mobile lines, fixed lines, broadband Internet, and pay-TV services. Complementary tangible products are also available on the e-Shop such as mobiles and their accessories, telephones, and laptops. The application provides users with a luxurious retail environment and direct delivery service to any place within UAE
- Technologies Used: BEA Web Logic, J2EE, JPF, Oracle 10g, XML and Omniture
MOLD (MINISTRY OF LOCAL DEVELOPMENT) LDO
- Project Overview: Targeting the Egyptian decentralization initiative MoLD LDO (Local Development Observatory) is an online application that will be used to gather Egyptian data in one system, create associated metrics/KPIs and create needed reports, scorecards and dashboards to track and monitor the government performance across the different entities starting from the smallest entity (e.g. Village), the project includes data migration of old data into the newly created LDO system and includes the usage of the latest Microsoft technologies like MS SQL, MS Analytical Services, MS Performance Point as well as latest BI techniques and tools.
- Technologies Used: MS SQL Integration Services, MS SQL Analytical Services, MS SQL Reporting Services, MS Performance Point, OLAP Cubes and SharePoint 2010
du e-Subscription Module
- Project Overview: Adding an e-subscription module to du portal to allow public to receive du offers and news via email, SMS, or both. This module is customizable according to the customer’s preferences and requires registration and login. The module also includes a back end section allowing admin users to search for du e-subscribers and generate reports
- Technologies Used: BEA Web Logic, Oracle 10g and TIBCO
du Self-care Inform055 Online Application
- Project Overview: Inform055 is an integral part of du Self-care portal, an online application that facilitates the process of propagating the 055 prefix across all major UAE customer databases and company registers. Inform055 is a friendly feature helps du customers inform their service suppliers about the change or addition of mobile numbers
- Technologies Used: BEA Web Logic, Oracle 10g and TIBCO
du Website
- Project Overview: Portal web application offering a set of contents such as images, texts, and videos for commercials and company activities presentation purposes. The website is managed by a content management system, providing administrator with features such as content editing from inside the portlet and managing content lifecycle through workflows.
- Technologies Used: BEA Portal, Vignette Application Portal 7.2.1, Vignette Content Management Suite 7.3.1, and Dynamic Portal Module
du Self-care Portal
- Project Overview: Comprehensive, bilingual, self-care customer services portal with account management services, automating customers’ operations and offering online services and information for subscribers and non-subscribers ranging such as news, events, offers, and online payment paying bills
-Accomplishments include:
Leading offshore teams in the following:
Development team in implementing and stabilizing project
Technical team in handling technical issues related to deliverables
Ensure implementation of the most optimized design for solution
- Technologies Used: BEA Portal, BEA WebLogic, Oracle 10g, LDAP, TIBCO, BSCS, XML, Vignette Content Management System, and CVS
Responsibilities
- Manage project technical activities during project phases
- Conduct system development, packaging code, and effort estimate
- Architect system design and discuss system design alternatives
- Ensure correct deliverables conformance to quality assurance processes within projects
- Coordinate work between ITWorx and Vodafone teams
- Supervise implementation process of new functionalities
Vodafone live! Release 5
- Project Overview: Tailored mobile platform integrating with Vodafone internal systems and offering dynamic content and services to Vodafone subscribers. Release 5 included charging engine, developing new Content Management System, data migration, and better user experience with added services
- Technologies Used: Drutt Rendering Engine, Drutt 3PI, UNIX, XML, XSLT, Java, JSPs, WML, WAP, Ericsson IMPS Server, Ericsson MML service, LDAP, Helix Streaming Server, and HTTP
ITWorx mTopup
- Project Overview: mTopup is an all-electronic product that enables retailers to securely replenish subscriber airtime using GPRS-capable Java application and mobile phone or GPRS-capable point-of-sale (POS) device
- Technologies Used: ASP.NET, VB.NET, C#, Web Services, IBM WebSphere Server, Java Micro Edition (J2ME), J2EE, JavaScript and Apache Struts Framework, and Oracle9i
·Cairo technology development center AIX server system administrator responsible for:
oAIX data and system backup
oAIX software installation
oAIX security, maintenance and efix management
·Project controller for the AIX & Linux team responsible for:
oRequirements analysis and writing documents of understanding between IBM and customers
oRisk management
oWork break down structure and project estimation
oProject planning
oProject tracking and reporting
oProject measurement and analysis
oDeliverables acceptance and project closure
·Participated in the task force to acquire CMM Level 3 for IBM Cairo Technology Development Center
·Leading other team members in developing IBM applications using C/C++ and in providing Level 3 support for IBM local and international customers using AIX applications
·Responsible for configuration management of different source code developed in the team on the AIX platform
·Developing IBM applications using C/C++ under AIX (IBM’s UNIX version)
·Level 3 support for IBM local and international customers using AIX applications (e.g. aixterm, dtterm and MOTIF)
·Providing special tailored applications/services under AIX for IBM customers (e.g. UAE Etisalat)
·Testing IBM products under Windows and AIX (e.g. IBM JDK and Websphere application server)
·The owner of the Bi-directional text library under AIX, Linux, z/OS, OS/400 and Windows; used for the arabization of different IBM applications