Process Manager
Global Legal Entity Identifier Foundation (GLEIF)
Total years of experience :11 years, 0 Months
• Define and implement as Process Owner the following ITIL Processes:
▫ Incident Management,
▫ Problem Management,
▫ Change Management,
▫ Configuration Management and
▫ Release and Deployment
• As Process Manager, ensure the day to day operations of these processes.
• Drive the implementation of the processes according to ISO 20000.
• Set up processes metrics and processes reports.
• Implement best practices to develop and continually improve the processes.
• Work with other Process Owners and Process Managers to identify process needs and requirement.
• Capture and analyze Enterprise Architecture (EA) related data to create visual presentations (reports, graphs, charts, models) for the different EA focus areas.
• Maintain and improve the architecture repository - IBM System Architect.
• Working with IT stakeholders and 3rd party vendors to support the creation of IT Architecture roadmaps and standards.
• Drive the communication of roadmaps and standards within the IT organization.
• Assist the IT Enterprise Architects in projects requiring business process modelling, data application and infrastructure reviews.
• Actively participate in the overall program architecture dependency management and governance process e.g. supporting architecture review.
▪ Managed a Customer Service Improvement project, where I conducted flash interviews with the top management, C-level management to address their concerns and suggestions for improvement and acted upon that.
▪ Responsible for tracking and implementing actions required from IT Helpdesk team as part of the MEXSI improvement program.
▪ Proposing and implementing new ideas and processes to enhance the end to end customer experience across ITSM organization.
▪ Performed different interlocks with ITSM management to highlight areas of improvement and ensure Incident Management process is followed as per ITIL framework.
▪ Managed IT Audit and IT Governance projects across the ITSM to ensure Incident Management, Change Management and Problem Management processes are correctly carried out as per ITIL and CobIT frameworks.
▪ Define and perform KPIs periodic reporting to monitor performance and ensure IT and Business alignment.
▪ Part of the IT Operating Model maturity assessment project as per the CMMI.
▪ Managed a RACI model mapping for IT and IT Governance and decision areas.
▪ Provide timely and professional technical support for all IT incidents based on ITIL environment.
▪ Provide updates to the customers per incident fault management guidelines.
▪ Perform technical escalations in line with ITSM Fault Management policy.
▪ Document all troubleshooting and case management actions via BMC Remedy incident management system.
***IT Helpdesk Shift Lead
▪ Promoted to be IT Helpdesk Shift lead where I acted as IT Helpdesk supervisor in all areas of responsibility
▪ Documenting, Updating and Validating Knowledgebase of known issues and solutions.
***IT Helpdesk Mentor
▪ Promoted to be an IT Helpdesk Mentor where I train and mentor new team members, and provide periodical analysis to Helpdesk manager, on incidents handling, technical knowledge, customer service skills, and call quality.
▪ Generate periodic reports on agents' performance and resolution rates.
**Selected to join the testing team for the project Bring Your Own Device “BYOD”.
▪ Responsible for testing and reporting any issues with the service.
▪ Prepare documents and user guides for pilot users.
**Selected to join the team responsible for the migration of France Telecom and Orange Business Services MS Exchange accounts.
▪ Testing and reporting issues during the experimentation phase.
▪ Join conference bridges and meetings with the Exchange Team to discuss the reported issues
▪ Act as the point of contact between the IT Helpdesk and other support entities.
IT Management Specialization Some of the courses studied: ▪ Advanced Supply Chain Management ▪ Advanced Accounting and Controlling ▪ Business Strategy ▪ Business Process Management ▪ Consulting Methods and Techniques ▪ Data warehouse and Business Intelligence ▪ E-business Technologies ▪ IT Management ▪ Managing Consulting Companies
* Graduation Project: (Sales Process Management System) Sales process management system is a type of work flow management system; it is an automation tool for the sales process. It keeps track of all of the company’s deals and billing dates. It gives managers better monitoring ability of the business process. It allows documents sharing and exchanging. It allows managers to assign deals easily through the system. It notifies employees with every change through the process. Its internet based which provides availability and ease of use. It grants full access to all kinds of information from anywhere and anytime. This project was carried out under the guidance and advice of the School of Computer Science of “The University Of Nottingham”.
• Honors and Awards: Class President, 2002/2003, 2005/2006, NAIS.