Senior IT Services Operation Lead
Qatar Foundation
Total des années d'expérience :32 years, 8 Mois
Recruited to manage all associates that provided customer service, including internal helpdesk, external help desk, Vendor delivery, and second-level desktop support teams.
Implemented, managed, and led IT contracts at a CAP value over QAR 1Billion, including outsourcing, leasing contracts including Desktop as Services, Printer as Services, Project as Services at a. Additional responsibilities included customer and vendor coordination, budget, asset management, purchasing, and contract negotiations.
• Managed employees, and member of senior persons that was responsible for developing and implementing corporate planning and direction. Reported directly to IT Executive Director. Participated in meetings concerning IT corporate strategy, and other budget issues.
• Led technical support team, resulting in 40% improvement in the Service Level Agreement over the last years.
• Provided budget support to IT Management, which reduced customer costs by 15% annually by improving business processes and implementing project management best practices.
• Developed and instituted SLAs, consistently receiving 97%+ ratings in all customer satisfaction categories.
• Planned and implemented the migration/consolidation and move of datacentres to the cloud. Completed project within the scheduled time frames, meeting financial and technical deadlines.
• Responsible for coordination and control of over $50 million in IT equipment. Also handle IT incident management, report design and development, and assisting with creation and deployment of new Configuration Management Database (CMDB) from the ground up which helped me in asset management, asset-tracking procedure, and tracking policies to prevent loss and help curtail theft of equipment.
• Managed team that supported a Windows Active Directory environment to provide services for File/Print, Microsoft Exchange, SAP, Oracle, SQL, VMWare, O365, and Microsoft Azure Cloud management and delivering solutions.
• Developed and maintain several reports including budget tracking to ensure that the department stayed within budget constraints while leaving purchase order detail easily available for budget consideration in the following year.
• Managing a team with the responsibility of monitoring and continually improving standards of performance, and quality within the operation.
• Coordinating with the financial, facilities, and capital project managers as well as maintaining strong and effective relationships with suppliers and customers.
• Spearheading translation of business needs into scopes of work, solution, and architecture definition, providing hands-on expertise and advice to IT projects.
• Provided all required technical overview, design considerations, design rules, and design details from a technical, and geographical perspective.
• Dashboard designer and creator reflecting the status of day-to-day operation services, Status of signed contracts, CAP values, releases, remaining life cycles, IT Store information dashboard (IT Assets).
• Experience with educational systems such as Power School and Follett Library.
• Acts as a key advisor to Microsoft’s Premier and Unified Support customers, managing Support Services aligned to the customer’s priorities especially to Qatar Government for accelerated adoption and productive use of Microsoft technologies to maximize the business value of Microsoft investment.
• Provided the primary front-line customer-facing support role within the Services organization, and is responsible for the overall growth, quality, and satisfaction of the customer’s services relationship.
• Provided an opportunity to be front and center with our customers supporting them in their digital transformation while accelerating your career by driving business impact.
• Customer interactions were conducted face to face and remotely by phone, e-mail, or using Microsoft tools.
• Provided a unique opportunity to help drive process change, collateral updates, and to build program management structures.
• Spearheaded support delivery on reactive incidents provided by Microsoft customer services and support.
• Provided & maintained support delivery plans that sales can use for opportunities of delivery and follow-up of proactive support designed to reduce reactive support cases and costs.
Accountability:
• Managed to lead a technical team to utilize Microsoft technologies for more than 2000 users in 35 remote and venues locations involving the Asian Games Data and control centres.
• Responsible for defining departmental direction, full design, installation, engineering, implementation, support, administration, and management IT authority.
• Involved in ensuring smooth and seamless operations and follow-up with the communications between the venues and the games registrations areas.
• Supported validation of data transmission between the disaster recovery DCs during all days of the event while engaged in troubleshooting the games control center of the games venues.
Accountability:
• Reported to the Managing Director with the responsibilities of supervision of day-to-day operations, while performing direct management.
• Managed the execution of the branch operations framework to meet field needs in the future.
• Responsible for product management, technical sales, application architecture, engineering management and all others related activities within the branch territory.
• Spearheaded the initiation of Microsoft Support Center to support the Qatar Government customers.
• Reviewed branch staff performance and initiated corrective action, as believed necessary and reasonable.
• Performing the necessary business deployment activities such as environment surveys, products deployment and knowledge transfer.
Accountability:
• Managed deployment and management of first Data Center including servers, storage with SAN Technology and Data Management Technologies on multiple platforms (Windows OS and Novell).
• Also responsible for industry proven practices of successful integration of new technologies
• Involved in integration and interoperability in a heterogeneous environment.
Accountability:
• Initiated the IT career and managed to define system architecture for embedded systems based on established specifications, cost, and time line and development budgets.
• Managed to provide technical assistance to the end user while also implemented new hardware, software design and solutions for the Lebanese banks
• Responsible to investigate and resolve problems in different computer aspects, including component selection, schematic design, layout, protocol definition.
• Involved in reproduction difficult problems, root cause analysis of same and then find the suitable correct solutions.
ITIL - V3 Foundation Certificate in IT Service Management ITIL - V3 OSA ITIL - V3 RCV ITIL - V3 SS ITIL - V3 SO
MCP - Microsoft Certified Professional MCSA - Microsoft Certified System Administrator MCSE - Microsoft Certified System Engineer
Microsoft Project Management
Microsoft Solution - Go To Market Microsoft Solution - Sales Process Microsoft Partner Academy - Service Integrations
Administering Lotus Notes v5.0 Administering Upgrading or Migrating to Lotus Notes 5.00
Proxy & Firewall Novell 5.00 Securing intranets with Novell Border Manager. Netware 5.00 Netware 5.00 Advanced Administration NDS Design and Implementation Workstation Management with Z.E.N. works
Foxboro Supervision: General view of the system and Application of Sibline. Introduction of Programmable Logical Controllers (PLC) Allen Bradley Supervision of Programmable Logical Controllers (PLC) Allen Bradley