Information Technology Management Expert
Federal Customs Authority
Total years of experience :23 years, 2 Months
Key Profile: working as an Information Technology Management Expert and also as a Deputy IT Director:
Assisting IT Director on the following: IT Strategic Planning, IT budgeting, and Involved in Organizational strategic planning
Managing IT portfolio of Business Applications to ensure uninterrupted 24/7 running of mission critical applications
Manage vendors, partners and establish active engagement and relationship for delivery of SLAs
Accountable for synergizing multiple key result areas or functions, including assisting with setting directions and priority consistent with organizational goals or department
Assist and participate in procurements of IT Systems - Budgeting, Request for Procurement (RFP), Evaluation and Selection
Team management - internal, external - direct and in-direct reports.
Provide PMO functions for projects run under the ambit of IT department - Project Management, Risk Management, Schedule Management, Reporting and Controls, Issues Management, Testing, Quality Check and Control, Scope Management, Communication Management, Change Management and Users Training
Providing management reports for the Higher Management including measures and key performance factors
Achievements
Certified the IT Department in ISO27001 (information Security)
Certified the IT Department in ISO20000 (IT service management)
Smart Government
PMO for Automatic Duties Transfer (ADT) System (Customs Clearance - Maqasa Ver2):
o Connecting UAE with the Cooperation Council of Arab States of the Gulf (GCCSG). It provides a gateway and a webservice based platform for Local Customs Department to connect with GCCSG
o BizTalk, Service oriented architecture is used for integration between Local Customs and FCA, heterogeneous communication between different systems
PMO for Customs Single window System \[licensing, circulations\], Circulars and Permits System automates process of Import/Export permit application by traders and subsequent permit reconciliation by Local Customs Department. The system enables FCA and Governmental Entities to issue circulars which can be viewed by Local Customs and Traders. Traders are able to apply for trade permits though the system electronically using their existing UTC number at the comfort of their offices..
PMO for Unified Traders Code (UTC) and Data Sharing System, UTC is a single national unified trader code system for every trader in UAE. The system links up the registries of Local Customs department, thereby allowing Federal Customs Authority to automatically register trader in the UAE and perform Risk Data Sharing between relevant Local Customs, Security Agencies and Risk Grade traders at a national level.
Developed IT Strategy, Master Plan, IT Policies and Procedures as per best practices.
Enhance IT Operations, Solve system issues and achieve better efficiency
Key Profile: Reported to CEO, Managing a team of 14 personnel, Applications Development Section, IT Network & Support Section.
Manage Application Development section: leader for a team of programmers to make sure of delivering the requirements with highest quality.
IT Strategic Planning, IT budgeting, and Involved in Organization the strategic planning.
Direct and Manage Applications, Portals, Software’s, Networks and infrastructure development.
IT project management and business process design & implementation.
IT operations team management, build IT working teams, assign work to them and follow-up their work, to ensure they achieve targets and meet deadlines.
Achievements:
Developed IT Strategy, Master Plan, Methodologies, Policies and Procedures.
Managed the e-Services projects (external & internal).
o External Portal (E-Services): In-house developed portal that manage the ministry e-services.
o Internal Portal (Employees internal E-Services): In-house developed portal that manage all internal e-services to the employees.
Managed, Evaluated & monitored IT maintenance contracts, Outsourcing Projects, ensuring cost savings and securing benefits.
Enhance IT Operation, Solve system issues and achieve better efficiency.
Establishing local IT Helpdesk and implement an IT Helpdesk system based on ITIL standards.
Managed the internal evaluation for WAN & LAN and completed the required enhancements for enhancing employee performance.
As a team member of Emirates Award for Government Excellence (part of AlSheikh Khalifa Government Excellence Program and based on EFQM), this Enrich my knowledge and experience on EFQM Quality Standards and Best Practices, I was responsible for evaluating the current situation and Sitting up/Implement the needed Enhancements related to the following arias: IT Department, E-Services, and Knowledge Management.
Company Brief: Opro Telecom Consulting leases telecom expertise to operations around the world especially developing countries (Yemen, Uganda, Comoros, etc) to start green field telecom operations or perform technical audits on running operation.
Key Profile: Reported to the CIO and established & managed the ICT dept. consisting of:
o Applications Section (CRM: Customer Relationship Management, Point of sale, Loyalty programs management and points redemption, Billing: Mediation, Retail Billing, Provisioning, Roaming, Resource Management \[MSISDN, SIM Cards and Vouchers Management\], credit and collection, Financials ERP and IPCC for the contact center);
o IT Infrastructure and IT Core center (IT Data center) and Database Management.
o Business intelligent (Business support);
Developed RFPs as per business requirements and involved in vendor development including selection & evaluation.
Planned & executed IT projects, managed resources, third-party contractors & consultants and ensured project deliverables in compliance with quality, time & budgetary parameters.
Responsible for business process design & implementation, developed & mentored team members.
Achievements:
Developed all RFPs related to the requisite applications based on the best practices, ensuring substantial cost savings for the organization.
Successfully evaluate proposals and negotiated with the vendors for ensuring best prices for the best products.
Successfully directed, managed and monitored the turnkey projects/vendors from client’s side (GSM Operator side) to ensure resolution of issues related to the short period of implementation while multiple vendors/projects were running simultaneously (dependencies, integration and all conflict issues and problems).
Completed several projects for various countries including Yemen, Uganda and Iraq.
Key Profile: Led a team of programmers, and Manage the CRM-POS vendor, reported to the IT Director, acted as the Project Manager for Oracle Applications system (CRM & POS) and responsible for developing requisite RFPs for CRM and POS.
Gathered & evaluated business requirements, involved in process management including the integration process between all applications and developing the required RFP for the CRM and POS.
Play the middleware rule between the business users and IT applications vendors.
Vendor management: Managed the implementation of Oracle Applications System (CRM and POS) with the integration with Financials ERP, Billing, Provisioning, IPCC Contact Center and IVR.
Project management: Ensured solving all issues related to the short period of implementation while having multiple vendors/projects running simultaneously (dependencies, integrations, conflicts, issues and problems).
Conducted user acceptance test (UAT) and conducted training program (Train the Trainer).
Achievements:
Part of the “A” team, pivotal in establishing the start up Telecom GSM operations within 6 months.
Successfully managed applications (CRM and POS) including selection and making them operational within assigned time period with full integration.
Key Profile: Led a team of programmers, and Manage the CRM-POS vendor, reported to the IT Director, acted as the Project Manager for Oracle Applications system (CRM & POS) and responsible for developing requisite RFPs for CRM and POS.
Gathered & evaluated business requirements, involved in process management including the integration process between all applications and developing the required RFP for the CRM and POS.
Play the middleware rule between the business users and IT applications vendors.
Vendor management: Managed the implementation of Oracle Applications System (CRM and POS) with the integration with Financials ERP, Billing, Provisioning, IPCC Contact Center and IVR.
Project management: Ensured solving all issues related to the short period of implementation while having multiple vendors/projects running simultaneously (dependencies, integrations, conflicts, issues and problems).
Conducted user acceptance test (UAT) and conducted training program (Train the Trainer).
Achievements:
Part of the “A” team, pivotal in establishing the start up Telecom GSM operations within 6 months.
Successfully managed applications (CRM and POS) including selection and making them operational within assigned time period with full integration.
Key Profile: Worked as the Project coordinator and assisted the Project Manager in collating & validating business requirements, system analysis and system & database designing, I reached this position gradually, starting from Maintenance programmer, Developer, Sr. Developer, and finally Assistant Analyst.
Involved in high-level programming, functional testing and resolving problems.
Acted as the single point of contact between business people and IT Development team.
Achievements:
Gained expertise in all Telco applications like (CRM, POS, ERP Financials (AR, AP, and Inventory), Credit Collection and Control, Billing (Retail Billing, Mediation, and Provisioning), Prepaid System, Resource Management and integration in a short span of time.
Minimized customer query resolution time by effective implementation of Support solution system and Unexecuted commands process (not provisioned-Rejected)
Was part of the team to implement Oracle ERP Financials and also responsible for integration between the ERP and all other applications.
Managed the replacement of the POS by outsourcing it and ensured that the new system covered all business needs
Main developer for the following systems: Point of Sale system, Customer care system, Provisioning system, Financial & Inventory, Billing system, Backend processes, Advanced Reports, Systems Integration