IT Manager
Middle East Hospital W.L.L
Total years of experience :15 years, 6 Months
Directed multifaceted project management efforts for the launch of a state-of-the-art cosmetic medical center, overseeing installation and optimization of IT infrastructure and deployment of network systems. Orchestrated seamless implementation of specialized Hospital Information System (HIS) ERP solution tailored to centers unique needs, conducting comprehensive staff training for proficient system utilization. Formulated and enforced IT policies and procedures, ensuring alignment with industry regulations for secure operational environment. Spearheaded planning, execution, and evaluation of project milestones, ensuring timely and successful completion while maintaining stringent quality standards and stakeholder satisfaction. Executed change management strategies for transition to cutting-edge ERP HIS, soliciting feedback for alignment with operational requirements, and facilitating comprehensive staff training for enhanced efficiency. Implemented robust data security measures, ensuring compliance with local and international healthcare regulations to safeguard sensitive information. Integral member of NHRA accreditation team, achieving diamond status with flawless 100% compliance in IT standards. Spearheaded continuous improvement of cybersecurity measures to protect sensitive data, implementing regular updates and enhancements. Developed and maintained data backup plans to ensure the resilience of IT systems against potential threats or breaches. Managed vendor relationships, collaborating effectively to integrate cybersecurity solutions and uphold service level agreements. Maintained meticulous documentation and reporting for all IT projects, ensuring transparency and accountability in project execution and outcomes. Conducted comprehensive budgeting exercises, analyzing project requirements and allocating resources judiciously to optimize operational efficiency. Implemented rigorous risk analysis methodologies to identify potential project pitfalls and develop mitigation strategies, ensuring successful project outcomes. Collaborated closely with stakeholders to assess project risks and devise contingency plans, minimizing disruptions and maximizing project resilience.
Demonstrated comprehensive understanding of outpatient (OP) and inpatient (IP) billing processes, coupled with extensive knowledge of nurse and doctor Electronic Medical Record (EMR) workflows. Proficiently managed laboratory and radiology workflows, overseeing integrations with Laboratory Information Systems (LIS) and Picture Archiving and Communication Systems (PACS). Possessed in-depth knowledge of consumables and medication movements within healthcare settings, ensuring efficient inventory management and optimal resource utilization.
Liaised with clients to gather requirements for ERP hospital management solutions, ensuring a comprehensive understanding of their needs and objectives, and effectively communicated hospital workflows to the programming team for efficient implementation. Provided detailed insights into the billing process, encompassing cash, corporate, and insurance patient workflows for both inpatient and outpatient services. Conducted personalized training sessions for end-users, optimizing their proficiency with the ERP hospital management solution to improve operational efficiency. Prepared comprehensive project reports for clients and internal stakeholders, offering clear insights into project progress, achieved milestones, and areas for improvement. Offered guidance on patient, data, and clinical workflows to ensure proper design of the HIS system. Served as the primary point of contact for client inquiries and support requests, delivering timely resolutions to technical issues and concerns. Collaborated closely with internal teams to troubleshoot complex technical challenges and implement enhancements to the ERP hospital management solution based on client feedback and industry standards.
Led client meetings to gather comprehensive requirements for HIS ERP solution implementation, ensuring alignment with organizational goals and user needs. Conducted hands-on training sessions for end-users, equipping them with the necessary skills to proficiently utilize the HIS solution and enhance productivity. Prepared detailed project reports for clients and internal stakeholders, offering transparent insights into project status, milestones, and resource utilization. Served as a bridge between clients and the company, effectively communicating client feedback, requirements, and concerns to internal teams to drive product enhancement and customer satisfaction. Collaborated with cross-functional teams to optimize implementation processes, identify areas for improvement, and ensure successful project delivery within specified scope, timeline, and budget constraints.
Collaborated closely with the team, providing motivation and coaching to enhance performance and achieve objectives. Directed day-to-day line activities, effectively prioritizing tasks and conducting risk/impact assessments within established processes and procedures to meet SLAs. Ensured the maintenance of training and development plans for all team members to continuously enhance their skills and knowledge. Managed the allocated operational segment within agreed budgets, service levels, and business targets, ensuring optimal performance and efficiency. Guided and motivated a team of support agents to achieve outstanding levels of individual and team performance, thereby enhancing overall customer satisfaction
Stayed informed about industry changes impacting the business and effectively communicated this knowledge to the team. Assisted the Team Leader in identifying operational risks and opportunities for enhancement. Ensured fair and consistent implementation of performance management and disciplinary measures when required. Utilized company methodology, team input, and personal initiative to meet attendance and retention targets.Stayed abreast of business development and new product lines, disseminating this information to team members.
Provided technical support to users of leading antivirus software, including answering calls, delivering remote desktop assistance, and managing the creation, assignment, and monitoring of tickets. Served as the initial point of contact for customers whose computers were infected by viruses, performing tasks such as running virus removal tools and installing antivirus software. Handled level 2 support calls, addressing more complex issues and ensuring timely resolution for customers
Provided comprehensive support to users of a renowned personal computer manufacturer through various channels such as calls, chat, email, and other forms of communication, addressing issues related to software, connectivity, printing, and related concerns. Assisted users in diagnosing and troubleshooting technical issues, utilizing diagnostic tools, software, and verbal instructions as necessary to guide them through the resolution process. Worked collaboratively with other team members to conduct research and implement solutions to resolve user problems effectively. Coordinated with the hardware team to arrange services for repairing or replacing defective products as needed, ensuring timely resolution of hardware-related issues.