IT Service Delivery Manager
AMLAK
Total years of experience :16 years, 7 Months
The commercial arm of the Qatar Foundation, which manages a strategic portfolio of real estate assets including hospitality and
leisure, venues and sports arenas, residential and commercial sectors.
* Manage Service Desk and IT support team (1 Helpdesk Administrator and 4 Support Engineers)
* Set operational guidelines and service targets
* Provide technical trainings to staff
Resume
* Oversee work load balance on all IT personnel, ensuring optimum operational efficiency
* Developed and instituted SLAs, IT governance policies and SOPs
* Ensure all IT operational activities are in-line with approved policies and SOPs
* Provide IT Support to all corporate staff and external clients of various AMLAK entities like QNCC, 44 West Bay Towers,
Marwan Club, QF Housing, Education City Golf Club, Al Shaqab Hotel and overt 9 different F&B catering sites.
* Promote external client relations, identify needs and meet client expectations
* Advice Senior Management to procure / rent additional equipment/resources when required
* Vendor Management and SLA negotiations
* IT Contracts and Tender evaluations
* Oversee specific projects requiring support and coordination from multiple departments
* Manage IT contractors for QNCC events and other maintenance activities related to Meeza, Vodafone, Ooredoo and
Mannai
* Prepare and conduct monthly IT Service Review
* Ensure Priority1 Incidents are reported and resolved appropriately based on agreed SLAs
* Test, Evaluate and deploy software / OS updates and patches using Microsoft SCCM
* Manage Active Directory, File Server access. Exchange server (on-premise and Cloud-Office 365) and Blackberry
Enterprise Services
* Ensure appropriate level of IT service is provided to VIP/priority users
* Client and Vendor SLA management
* Administrate Service Desk and ensure all open IT Support work orders are closed
* IP Telephony setup using Cisco Unity tools like Cisco Call Manager
* Incident/Outage Management for all Entities of AMLAK using various channels
* Capture all incidents and requests into tickets using the available CRM solution
* Manage escalations to 3rd Party vendors when required (Meeza, Al-Muftah, Vodafone, Ooredoo, Mannai etc.)
* Ensure Audit trails are available for all incidents and maintain knowledge base
* Maintain IT consumables inventory and forecast monthly requirements
* Ensure IT Asset Management systems are adequately used to record deployment and return of Assets
* Manage logistics requirements for IT department
* Manage eight IT Store rooms and associated man-power resources within all AMLAK entities.
* Assist senior management to compile yearly departmental revenue forecast and operational budget
* Preparing technical documentation for commercial bids
* Compile presentations and reports using various analytic tools
Managed all daily helpdesk requests and issues and support teams. Delegated tickets to proper team members
* Provided Tier 2 / Tier 3 support when required and troubleshot IT issues via phone, web, and in-person channels
* Ensured all IT requests were resolved against agreed SLAs
* Reported on health of the helpdesk using uptime and ticket-related performance metrics
* Proactively learned and trained other team members and end-users on new product and service technologies
* Setup user account for new users in AD, Exchange, Cisco Call Manager and other Business Applications
* Monitored desktop / laptop threats and provided first line of response in the event of a virus / Trojan attack
* Updated IT documentation related to new hires and terminations/resignations
Troubleshot and resolved all software and hardware issues logged through the ticketing system
* Setup and developed new hire PC’s, laptops and client systems access
* Setup of all new user accounts in Active Directory and Exchange
* Escalated and coordinate tickets with other IT Teams for incident resolution
* Escalate and coordinated incidents with third party, communicated updates
* Supported remote access and applications provided by business partners
* Provided TCP/IP network and VPN support across various end user configurations
* Supported external clients, notified Helpdesk and IT Director of IT policy violations observed
* Maintained IT storerooms, took inventory of IT equipment
* Supported Mobile and PDA devices, MICROS POS devices and EFT POS credit card machines
* Configured, installed and modified software and security updates for servers and workstations
* Maintained audit trail, assisted with end user training
Resume
Assist with desktop re-imaging for all Labs under College of Engineering and College of Arts and Science
* Prepare Desktops with required software as instructed by individual departments
* Ensure all desktops have network connectivity and log-on abilities post migration
* Perform health checks to identify any faulty PCs
* Test and evaluate software updates on test environments
* Complete Reports on software testing and bug analysis
* Provide additional support to COE IT projects
* Prepare system images and test beta versions of COE software
* Support MAC users and provide end-user training to students unfamiliar with MAC OS and applications
* Prepare user-manuals for using hardware and software tools
* Troubleshoot and repair PCs reported fault
Manage and Administer over 1300 workstations across multiple student computer labs
* Oversee Computer Lab activity
* Escalate issues to service desk in the event of any IT asset reported faulty
* Ensure all lab PCs are used as per the acceptable use guidelines
* Report any violations of use of electronic devices within the lab to department head
* Perform basic Xerox copier maintenance when required
* Ensure enough stock of papers available for printing needs of the lab
Direct report (5 Supervisors and 70 Support Analysts) Coordinated an additional (30 IT Engineers and 50 Technicians)
* Conduct staff orientations ensuring all contracted staff members understand their roles and are familiar with the facility.
* Evaluated competency of the contracted staff members, ensured team members possessed adequate communication skills to
handle the allocated roles.
* Allocated roles to staff members based on the exhibited level of communication skills and IT proficiency.
* Prepared Service Desk team to handle phone calls and provide additional training to tackle a significantly high volume of
incident management.
* Prepared staff roster based on the event calendar and anticipated volume of requests from different venues.
* Stress tested the team to ensure all team members could fulfill their allocated roles at all times
Operations and Logistics - Build Phase - COP18
1250 Laptops, 60 Xerox copiers, 5000 Reams of paper, 250 IP Telephones, 500 Digital Screens, 275 CISCO Digital Signage Players
and other CISCO assets valued at circa 3 million USD
* Prepared, secured and maintained storage facilities within the perimeter to house contracted IT assets
* Oversaw delivery of IT assets required for the project
* Ensured contracted assets are delivered on time to meet commissioning deadline
* Signed-off on IT assets delivered and ensured the delivered assets were as per the Purchase Order
* Oversaw preparation of IT assets prior to deployment
* In-charge of IT asset deployment to all locations within the facility based on the approved service orders
* In-charge of IPTV signage deployment.
* In-charge of Network Operations Center setup.
* Oversaw desktop and laptop image preparation.
* Ensured software licensing guidelines were followed by the imaging team.
* Provided real time progress report on build phase to senior management and UNFCCC team.
* Incorporated all last minute changes to previously approved delivery plan without interrupting operations.
* Ensured availability of floor plans to asset deployment teams and all approved real time changes were updated onto the
floor plans.
* Coordinated with UNFCCC IT team ensuring all concerns were addressed to the relevant in-house IT team
* Ensured last minute request for support or equipment was routed through relevant approval processes.
* Allocated and prioritized tasks to technical engineers and technicians based on agreed delivery timeline.
* Coordinated with all IT vendors and contractors ensuring IT services were delivered as per the agreed timeline.
* Inspected and approved completion of IT service delivery to each location ensuring all requirements were met.
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