Process and Quality Manager
ICS
Total years of experience :34 years, 8 Months
ICS provides the complete IT solutions, tailor made to fit all requirements and increase stability, efficiency and productivity of our clients as in our projects in the UAE, Syria and Lebanon and other countries in Middle East.
We provide IT solutions, for the telecom companies as (MTN), (SYRIATEL) and the banking sector. In addition to that, ICS is the senior accredited in (MTN) to provide the outsourcing in the IT division, and the (MTN ISP), also we are providing distinctive services to the VIP, pioneer corporations and other customers who need the leased lines services, internet services and 3G services with alternative solutions to ensure the stability and continuity for the business.
Managing and organizing the all the process and procedures related to Internet service, in order to reduce the total cost of executing its contracts and operation at Syrian Telecom Co., In addition to implementing SLA for most services in the ISP and improving related the OLA that assisted in improve the quality of customer service and the operation time and recuce and control the incidents, moreover to easily controlling and best utilize the team and the work of delegates in the rest of the areas and cities.
Improve the work environment by installing and configuring CRM system based on ITIL standard that helped Improving the daily work, reduce the achiving time and easly to follow up all procedures for contact center team and helpdesk team, and linked als related process and proceedures with the suitable SLA, and controlling the standards of the work procedures and generate the related reports in a regular basis, in addition, to implement all QMS documents as per ISO 9001 international standard.
Managing and organizing the all the process and procedures related to Internet service, in order to reduce the total cost of executing its contracts and operation at Syrian Telecom Co., In addition to implementing SLA for most services in the ISP and improving related the OLA that assisted in improve the quality of customer service and the operation time and recuce and control the incidents, moreover to easily controlling and best utilize the team and the work of delegates in the rest of the areas and cities.
Improve the work environment by installing and configuring CRM system based on ITIL standard that helped Improving the daily work, reduce the achiving time and easly to follow up all procedures for contact center team and helpdesk team, and linked als related process and proceedures with the suitable SLA, and controlling the standards of the work procedures and generate the related reports in a regular basis, in addition, to implement all QMS documents as per ISO 9001 international standard.
MTN is a multinational telecommunications group, operating in 22 countries in Africa and the Middle East.
I started my professional career in 2002 with one of the largest mobile phone companies in Syria (Investcom 94), which became part of Areeba in 2004, before merged it with MTN in 2006.
This start led me to face many complicated changes in the company managements and its culture and made me acquired more experiences and skills in the multinational companies which has many concepts in business strategies, especially in the IT infrastructure through its support and management, where proved my worth professional in facing all difficulties and challenges that accompany such changes in the business environment successfully, my career was as following:
Designation Chronology:
1- ITSM Manager (2010 -2011).
2- IT Infrastructure Support Manager (2008 - 2010).
3- IT Infrastructure Support Head of Section (2006- 2008).
4- IT Infrastructure Support Supervisor (2004 - 2006).
5- IT Infrastructure Support Technician (2002 -2004).
Award: Employee of the month (23/7/2003)
Providing excellent and flexible IT solutions for the company management that helped them achieving their works continuously, even with minimum resources, which led to enhance the performance and productivity.
Work Responsibilities and Environment:
1- Saving up to 20% of the yearly budget.
2- Developing work process to meet the ITIL standard.
3- Building and training professional IT team, delivering the concept of ITIL and ITSM.
4- Reviewing, testing and selecting ITSM systems (Axios - EasyVista and Manage Engine) in addition to VDI solutions.
5- Reviewing, evaluating and improving the standards and the IT policy to align with the business strategy.
6- Auditing IT Infrastructure work process.
7- Reporting and analyzing the work process.
8- Reviewing the contracts and reducing its cost.
9- Managing the SLA and OLA.
10- Managing Infrastructure teams that supervise on the data center equipment's and its environment including the air conditioner systems, Security and alarm systems, fire-fit system and alternative power systems (UPS), also manage all Queuing systems (Q-Matic) in all MTN CSC sites.
11- Installing and upgrading BSCS Billing application using oracle 9i & 10g with Oracle discoverer instead of Unicorn Billing older application that was run using Sybase & power builder 6.0.
12- Assisting in upgrading all NT4 versions of windows system server's (the Domain Controller) to Windows 2003 Enterprise Server and then to Windows Server, 2008 r2, as well also upgrade the MS Exchange server 2000 to MS Exchange server 2003 then to MS Exchange server 2007.
Worked in Ministry of Interior, Sharjah Police HQ, in the Computer Information Center, where all the work targets and projects of the IT team was achieved and delivered successfully on time. I had many responsibilities in difference IT departments as quality control, networks, IT security, operations that can be summarized as the following:
1- Reviewing and testing all new programs and applications developed by the programmers team in (CIC), or that provided by other vendors before approving it for formal use.
2- Administration and securing the network connection in the LAN and WAN connections, in addition to administering the users accounts on the (DC), email servers and Internet.
3- Ensuring that all installed operating systems and applications matching the standard specifications approved by IT management and working well and properly on the servers and the computers.
4- Controlling the entire network LAN and WAN and prevent users from doing any illegal operations not matched with IT security policy and preventing hacking the computers through the network.
5- Teach the new employees the correct and efficient ways to use the computers and other network resources to achieve the works on time.
AlKawakbi Secondary School