![Mohamad Namrou, Senior IT Business Analyst, Associate Project Manager [PMP – ITIL v3 – OTM v6.3]](http://secure.b8cdn.com/images/uploads/user_photos/33/2748733_20170317044420.jpg)
Senior IT Business Analyst, Associate Project Manager [PMP – ITIL v3 – OTM v6.3]
Schlumberger
Total years of experience :18 years, 7 Months
Assisting the Project Manager throughout the complete project phases (Initiation, Planning, Execution, Monitoring & Control and Closure)
Participate in project board meetings
Gather all requirements and formulate business specifications to translate these into functionalities
Propose and initiate new ideas for improvement of new and existing features
Design detailed business cases and technical specifications documents.
Produce and maintain documents related to design, scoping, requirements, systems and processes.
Analyze and review Development Plans and Proposed Solutions.
Design Use Cases, Test Scripts and Traceability Matrix to ensure that business requirements and functional specifications are implemented properly and meet the ROI objectives.
Run user acceptance testing activities with stakeholders
I play various roles in the Supply Chain Department. I perform roles encompassing entire scope of development life cycle including analysis of customer requirements/processes, development of detailed requirements that led to quality software development, identification of UAT test cases, test execution, documentation and user manuals, problem resolution and troubleshooting, creation and presentation of customer education.
Administering and Supporting Oracle Transportation Management (OTM) application
Administer TMS integrations with other ERP and Supply Chain systems (Lawson, SAP, GOLD, ITT, etc.)
Meet with key members in the logistics organization in Schlumberger to identify and gather business requirements.
Communicate with the development team to illustrate business requirements, agree on acceptance criteria, and set deadline.
Create and maintain the traceability matrix for the Functional Requirements
Create and extend the Use Cases for the project.
Define the Test Plan and High-Level Test Scenarios and Review the Test Cases for Functional and System Integration Testing.
Change and Release Management
Perform UAT Testing of the developed system and log defects in ALM (SERENA Business Manager)
Provide user training through Monthly Refreshers and Weekly Tips
Track and ensure responses to all system feedbacks, help, bugs and idea submissions
Acts as a mentor to junior members of the team
Manages reports through ColdFusion Studio
SQL Scripting
Administer TMS integrations with other systems (Lawson, SAP, GOLD, ITT, etc.)
Creating and Updating materials on TMS WIKI and SharePoint TeamSpace
Played a key role in managing the below projects
o Direct Sales Workflow
o TMS Dashboard project
o Compliance project
o Rates Management project
Managing team career development plan and ensuring there are no knowledge gaps
Reviewing the quality of incidents resolved on the BMC ITSM Remedy Tool
Manage the creation, update and use of Remedy Decision Trees
Prepare root cause analysis for common issues and develop solutions for highlighted issues
Create IT processes where there are none and implement continuous improvement on existing processes
Manage and analyze the survey forms submitted by IT end users
Review, manage and develop strategies to lower the number of BMC Remedy Returned Incidents (wrongly assigned/escalated incidents)
Ensure timely review and closure of all quality reports including CMS SQ and non CMS HiPo RIRs on QUEST
Submitting and Validating Contents into the IT Knowledge Base (Intouch)
Attending Weekly Meetings to discuss current progress and future plans
Creation of Multimedia Contents using Adobe Captivate.
Participating in new ideas and projects for the IT Knowledge Base.
Provide technical and administrative support for all MEA & EAF Geo-markets in All issues
related to (Real time operations, Security, Servers, IP Telephony, Connectivity,
hardware/software, laptops and desktops)
Ensuring that all Customer User contacts are effectively and efficiently dealt with
according to Operating Level Agreements as well as Service level management.
Resolve incidents/service requests as per service desk procedures & allocated timeline.
Escalate unresolved incidents/service requests within agreed timescales.
Complete assigned IT training roadmap.
Mentor junior team members and preparing Quality scorecard report weekly.
Monitoring and reporting Technical/Process related issues
Evaluate documented resolutions and analyzes trends to prevent future problems (RCA)
Update the Knowledge Base with known problems/fixes.
Handle incoming interactions (calls, emails, webchat)
Prioritize and schedule tasks. Escalate problems (as required) to the appropriate teams.
Perform post-resolution follow-up with Clients.
Mentoring the team Quality by reviewing the tickets/incidents returned from another teams
Reviewing the existing processes and suggesting improvement plan.
Network Maintenance and Troubleshooting for 4 branches joined via VPN connection.
Hardware Maintenance and Upgrades.
Regular Check ups to include virus and system scanning, and database backup.
Windows 2003 server Administration.
SQL Server 2005 Administration.
Network Infrastructure Installation and Cabling.
Wireless Infrastructure Installation and Management.
Managing Migration from one ERP software to another.
Administering and Supporting Two ERP Software (VFABS & Accounts Pro).
VMware Installation and Configuration.
Time and Attendance Systems Installation, Configuration, and Administration.
User Helpdesk.
Supporting the IT infrastructure of all Branches of Mazen Pharmacy and Healthcare Stores
Network maintenance within an intranet joining the branches and departments.
PC maintenance and Hardware Upgrades.
Regular checkups to include virus and system scanning, and database backup.
Windows 2000 server Administration.
Administering and Supporting ERP Software (EDM POS).
Administering the VBC (Visual Byblos Cyberspace) program.
Installing and Configuring VBC, SQL Server, and IIS.
Installing Windows 2000 professional and server editions.
Installing and designing Active Directory.
Building a network infrastructure.
Building two domain networks.
Configuring a Router computer between the two Domains.
Configuring DNS, WINS, and Exchange Servers.
Web programming using HTML and JavaScript.
My GPA is 3.57 with distinction.