Process Reengineering Consultant
Saba Freight
Total years of experience :18 years, 7 Months
Responsible for the business analysis of the company processes and procedures where I worked with key stakeholders and business leaders in the organization to produce the as-is and to-be documentation
Played a key role in obtaining the official approval on the process and procedural changes that would be implemented in to the new BPM solution
Liaised with the outsourcing project manager and reported regularly to the key stakeholders on the status of the project in relevance to the timelines and alignment with the project scope document
Organized and maintained a thorough user acceptance testing phase across the organization in Kuwait and Dubai
Ensured that the project deliverables were received from the outsourcing company on time and in order according to the agreed scope
Responsible for the overall management of e-Gov LLC including annual projects, team leadership, and maintaining annual targets and KPIs
Implemented project management methodology and the relevant project management documentation and templates
Developed incident management and service request policies within the department as per ITIL standards and created the necessary SLAs
Developed reporting format for measuring the performance of the team members across projects, processes and procedures
Developed the overall division strategy and relevant KPIs to monitor and ensure the successful implementation of the strategy
Responsible for reporting to the OnTime Group CEO with the status of the projects, KPIs and general performance as per the Service Level Agreements
Prepared SMART objectives for e-Gov LLC staff
Responsible for growing relationships with the key client stakeholders during the presales and upon the undertaking of projects. Such clients include Sharjah Municipality, Dubai Economic Department, Dubai SME, Tas’heel, Community Development Authority, Sharjah Airport to name a few
Innovated the Smart Reception mobile application and system that automates the reception process at Government Service Centers and lead the development team to develop the mobile app and backend management system
Managed the Smart Reception project delivered to the Dubai Community Development Authority
Managed the automation and customization of the smart reception system with Dubai SME
Lead the team to implement the smart feedback management system at Sharjah Airport
Consulted on the Smart Service Center implemented at Dubai Economic Department (DED)
Played a key role in meeting with clients during the requirement gathering and analysis phase of projects to ensure optimum understanding of client needs
Responsible for the management of critical projects as per PMP methodology where I developed project plan, followed up with the development team, met the client regularly for project status update across the many stages of the project lifecycle and ensured the smooth flow of the project as per the agreed project plan
Ensured customer happiness through regular follow up and by ensuring the e-Gov LLC team commits to the targeted output and timely delivery as per the agreed deadlines
Lead the participation into the tendering process for major tenders issued by several government bodies
Successfully negotiated with vendors from outside the UAE to bring unique solutions to the UAE market upon discussing type of agreement, roles and responsibilities, as well as revenue sharing model
Resident Service Delivery Manager at the Ministry of Social Affairs, managing a total of 12 members in the Network, Development and End User Support teams
Responsible for maintaining the agreed threshold set in the Service Level Agreement
Produced monthly reports covering the activities of all the teams at the MSA IT Department Sections
Presented Quarterly Activity Reports to the Undersecretary of the Support Services at the Ministry
Instrumental in successfully releasing Change Management, Problem Management, Release Management and Configuration Management policies across the MSA IT Department as per ITIL Version 3.0
Responsible for recruiting the service delivery staff
Successfully managed the project for implementing ISO 20000 policies and procedures within MSA IT department
Responsible for maintaining of ISO 20000 and ISO 27001 certification within MSA IT department by conducting timely internal audits, preparing CAPPA reports and conducting surveillance audits
Follow up on the adherence of the ISO 20000 and ISO 27001 policies and procedures by collecting and auditing the monthly process reports from the concerned process owners
Performed the role of project manager for several projects as per the PMP/PMO standards
Played a key role as Project Manager in deploying Remedy BMC Call Manager Version 10.0
Developed and maintained the Business Cases, Project Plan and all other necessary documents as per PMO Phases
Maintained the project plan and ensured projects are finalized within the defined time line
Monitored project activities and produced monthly project status reports
Responsible for Vendor Management & procurement
Played a key role in managing the development of the Functional Specifications Document for new E-Services to be deployed on the Intranet & Internet Portals; met the business users to understand and collect their requirements and generated the FSDs accordingly
Managed the full process of E-Service development, testing and deployment on the UAT and Live environments; this included the redevelopment of over 18 E-Services and the creation of 23 fully new E-Services. Tracked software customization, defects and issues
Developed the Ministry’s E-Marketing Strategy including standards, processes, operations and budget by performing an extensive e-marketing study for Ministries in the UAE as well as Government institution world-wide. Also finalized the enrollment plan and staff roles for the deployment of the E-Marketing strategy
Presented the E-Marketing strategy to Her Highness Minister of Social Affairs
Played a key role in developing the IT Department Strategy 2012 - 2013 by aligning the department’s tasks and objectives with the overall strategic objectives of the ministry and the UAE E-Government focusing on E-Transformation
Developed the necessary KPIs for full management, measurement and control of the deployment of the IT Strategy
Performed a thorough study on Business Process Management systems and methods of deployment within MSA
Developed the MSA ITD staff Appraisals
Responsible for the MSA official portal criteria as part of the Shaikh Khalifa Award for Electronic Excellence 2013
Currently performing the role of project manager for the Sheikh Mohammad Mobile App and presence initiative as part of the Smart Government move in the UAE
Playing the role of Change Manager as per ITIL V3.0 as follows:
Ensure all changes run through the defined Change Management process
Receive, Review and study all open RFCs
Authorize, approve and reject the change requests
Deploy major changes on a test environment before going ahead with the live deployment
Analyze and review the change records to identify any patterns or weak spots
Review the implemented changes to ensure that they have met their objectives
Produce monthly, quarterly and annual change management reports and submit them to IT director
Received extensive online sales and marketing training in Lebanon, Dubai and Kuwait
Responsible for managing all activities/services for Waseet.net across Kuwait
Instrumental in successfully putting together the first ever Waseet.net auction event by meeting with advertisers, sponsors and product/service providers including Wataniya Telecom, X-Cite Al Ghanim, Al Ghanim Automotives and Gulfnet Communications to name a few
Managed the Waseet.net directory listing which is an exclusive partner with Google Places
Integral in doubling the number of directories online since I took over
Manages the Waseet.net job portal
Played a key role in increasing the number of online users, online job postings and online auction items
Performed extensive online training to the Waseet classified team
Supported in the pre-sales and post-sales phases
Performed extensive training to the Waseet classified reception as well as the Waseet classified call center to assist in the growth of online classified postings, online job postings and job listings
Instrumental in introducing the website services and facilities to all the major corporate as well as the ad agencies and MBUs
Made full use of the massive classified team in Waseet classified to grow the Waseet.net revenue through the Waseet.net auction and Waseet.net advertisement spaces
Playing a key role in the marketing of Waseet.net by introducing the website to the major clients, ad agencies and MBUs
Q8EZBIZ is an IT Solutions company offering Microsoft solutions in the form of MS Hosted SharePoint, Hosted Exchange, Hosted Dynamics CRM as well as web solutions in the shape of Web Development as well as Web Hosting...
Being an original staff member of Q8EZBIZ I have accomplished the following:
- Produce the writeup & design of the company profile, multimedia presentation, proposal, contract etc
- Setup hosted exchange for the company and it's employees
- Setup hosted SharePoint sites for the comapny as well as Q8EZBIZ clients
- Used the SharePoint backend as a mode of project follow up with our clientelle
As project manager I am responsible for the following:
- Meet potential clients to present the services and products
- Prepare special offers, contracts and proposals for the company prospects
- Meet our clients on a weekly basis to provide project update as well as to carry the client requirements to the production team
- Present the final project to the higher management of our clients
- Perform development duties on Joomla Based sites
- Provide training for MS Hosted SharePoint and MS Hosted CRM
- Performed maintenance duties on MS Hosted Exchange
Knowing the lack of proper web hosting providers in the state of Kuwait, we worked on providing top drawer web hosting solutions in the shape of GoAbi.com.
- Worked extensively on producing the new brand identity for GoAbi.com by working on the lgo as well as producing the contract, multimedia presentation, company profile, proposal
- Developed the full website
- Contacted the hosting provider and setup the reseller program
- Developed the hosting packages after studying the Kuwaiti market
- Contacted potential clients and signed over 10 hosting accounts
- Customized and deployed the WHMCS backend
- Maintained the WHM backend
Researched Google Apps in full detail and provided the pricing model for the many services under the Google Cloud.
Researched Microsoft Azure.
I joined Gulfnet in the position of IT Projects Team Leader where I managed the following tasks:
Shifting the Gulfnet Server Location from Shaheed Tower to Um Al Haiman
Installed and configured the Microsoft Projects Server on the local Gulfnet Main Server and got it running across all departments of the company
Assigned as the project manager for the B.O.T. of Discovery Mall where I performed detailed follow-up with the IT Department concerning the network planning and the equipment required. Followed up with the Marketing Department to finalize the packages of the shops and then I followed up with the sales department to ensure that all shops received the packages and finalized the selection of the required package. I also performed several on-site visits and reports to make sure that the infrastructure of the mall would fit with the requirements of our Network Plan and equipment
Finalized the process of installing and configuring the company’s backup module
Promoted to Projects Coordinator after being moved to Business Development Department
Continued my follow-up on the Discovery Mall B.O.T.
Worked on several Verizon Business accounts including World Bank where I met with the Verizon Business clients, received their requirements and then I followed up with the sales and IT department to make sure that the installation process is finalized
Followed up with KNET to make sure that we have KNET service running through my network for the Discovery Mall shops
Assigned as the role of manager for all tenders where I followed up with the IT Department to make sure that our backbone can handle the tender requirements. I then followed up with the Network department to finalize devising the network solution. This was followed up by writing-up the tender along with the slaes department.
Played the role of the advisor for the company website and I was also responsible for hiring Gulfnet’s web and graphic designer
I am responsible for managing a group of 2 developers and 2 designers, I assign duties to them as well as providing them with a weekly schedule according to the set of projects I am responsible for.
I represent the company as I meet with the clients in order to understand their needs for the website design/media presentation design and I get the message across to my team; I play a very big role in the design part as I provide several concepts or features to be used in the project.
Frequent updates on the project status are an absolute necessity to the client and therefore I provide them with a weekly status reports as well as phone calls and visits to add a more sense of friendship to the project.
I played a very big role in finalizing projects that were pending for over a year; I was also able to finalize new projects according to the assigned schedule.
Another role that I perform is contacting prospective clients and convince them about the company's services and thus I also have a hand in the marketing side.
Responsible for Vazbo's Booth at the InfoConnect 2008 where I lead my team to finalizing 2 major websites which are the new company website as well as DealSmarter.com; I was the leading man in bringing in new clients through the infoConnect as I met the most number of new contacts and I followed up with them in order to obtain new projects.
Below are some of my clients:
KOC
NCCAL
Al Mailam Group
AAA Housing
NOC
Our main work is web development using both ASP.NET as well as php; our websites vary from simple HTML sites to Flash Sites to also websites with a CMS.
I am responsible for developing SMS, IVR, WAP and MMS services for mobile phones.
I also developed several web pages for accounting purposes as well as monitoring purposes.
I also developed a web site for a succesful local News Service on mobile phone.
I was hired when the company started so I played a leading role in providing stability to the company as we have come a long way now.
Last Ramadan we were responsible for all IVR and SMS services in Kuwait over the month of Ramadan, we were only 2 people handling it and there were minimum complaints.
I have been covering for the IT manager for the last 3 months now and everything is going well.
In my time here I also developed several MFC and Windows Applications using C++ and C# respectively.
I designed the Web Site for the magazine from scratch using Macromedia Flash and DreamWeaver. I relied on the latest method of developing organised sites.
I also updated the site with the latest content from the magazine.
I graduated with a B.S. in Computer Science after my senior project was a web site for an agency and the site contained a software agent for assigning dates for meetings according to availability. The side was created with ASP and it was linked to an SQL server database.