hana naji

Vice President of governance at Aldar

• United Arab Emirates - Abu Dhabi
• My current job since March 2021

Service managmnet Senior specialist at ADDA

• United Arab Emirates - Abu Dhabi
• My current job since January 2014

 Taresh Operation
o Assist in Managing vender and resources
o Making sure that the vender is compliant to KPIs and SLAs
o Preparing leadership reports whenever is needed
o Preparing and sending Taresh weekly report
o Preparing and sending monthly cost tracker
o Review contracts
o Participating in vender meetings
o Collection additional requirements and enhancements
o Collecting feedback from end user
o Testing the system to make sure that functions are working properly
 Taresh Training
o Preparing Taresh business and Admin training manuals
o Preparing onboarding manual
o Training venue logistics and preparation
o Communicating with Abu Dubai government entities
o Managing nominated names list with their contact details
o Preparing certificates for the attendees
o Conducting training
o Assisting training
o Conducting Personal training whenever is necessary
o Managing Training vender
o Generating training reports
 Onboarding entities
o Ensure entity compliance to onboarding manual
o support admin and business user to be successfully onboard them to Taresh system
o Make sure that Taresh onboarding pre requirements such as stamps templates and signatures are in the right specification to onboard entities
o Entity communication and flow up
o Generation onboarding reports
 L1 lever support
o Work closely with admin and business users
o Manage requests and follow up with users
o Visiting and meeting with the entities whenever is required
o Taking calls from users
o Logging incidents in to the system
o Transferring incidents to the second level support
o Supporting entities in any incident or issue or request
o Preparing FAQ
o Analysis for improvements and enhancements
o Generation reports

Corporate Strategy Manager at Modon

• United Arab Emirates - Abu Dhabi
• March 2020 to March 2021

Service Management specialist at Musanada

• United Arab Emirates - Abu Dhabi
• December 2011 to December 2013

 Day to day operational support of the HRMS service
 Incident management of all incidents
 Creation of ADGE reporting information to be submitted for reporting (HRMS logs, SS logs, Core and Active user, Tickets, and KPIs)
 Ensuring daily checks are completed and reporting to the service management team any issues
 Maintaining, managing, and updating the service desk scripts.
 Notification of problems (multiple incidents) to the Musanada service management team
 Managing the incidents - queue management, quality of information etc. Ensuring SLAs are met
 Daily Report: Sending the daily report to the TS team about the availability of ( Government HRMS, Customer Relationship Management (CRM), Abu Dhabi Network (ADNET), Data Centre Hosting (SGDC - JAD / SDI) )
 Managing Tickets on HPSM system.
o Managed the queue of the requests or incidents and the progress of each of them
o Managed the distribution of the tickets among the support team
o Ensured that the support team members are following the support scripts when resolving a request or incident
o Followed up team to ensure tickets are closed on time and within SLA targets.

 Improve the level of service support for HRMS, SS, and PMP by making sure that the user is satisfied with the result of the resolved ticket and the request or the incident has been solved.
 Maintained and updated contact details (HR managers, HRMS coordinates, PMP coordinates) and communicate them with the vender.
 Tracked customer complaints and concerns
 Manage the vendor performance review meetings
 Working with the vendors on ongoing service improvements (Help Desk)
 Approve timesheets of onsite resources
 Renew certificates