Mohamed Tawila

As IT Service Management Specialist
-Responsible for the change management process, problem and major incident management, configuration management and CMDB.
-Document and maintain the change management policies and procedures, review these with relevant departments such as Internal Audit, Operational Risk, and Compliance.
-Define change models based on the change types (standard, normal and emergency).
-Set up change acceptance criteria based on: new business requirements, business enhancements, incidents and problems resolutions, technical activities & compliance requirements.
-Verifies quality of Request for Change (RFC) and ensures related information is complete and accurate.
-Determines initial priority classification for RFC (based on requestor's sense of urgency) and creates change record.
-Verifying completeness and accuracy of documentation (PIR).
-Assess change requests based on the need, impact & urgency.
-Define change conflicts criteria.
-Design and publish the change impact assessment templates covering technical and business impacts.
-Define change windows and also change freeze zones where the potential impact on customers may be high.
-Define critical success factors for the process (CSF) and set up the KPIs for change and release management processes.
-Define the Change Advisory Board (CAB) members, roles and responsibilities based on the change type and its transition phase in the SDLC.
-Defining the scope of and implemented a Configuration Management System (CMDB).
-Maintained the Service Catalogue up to date by ensuring continuous alignment to CMDB.
-Maintenance of asset and configuration management, CI relationships in order to properly assess the impact of changes.
-Measuring services outages, defining SLAs for recovery and resolutions times, Root Cause Analysis RCA, Corrective and Preventive actions and identify changes that result into major incidents/ problems.
-Build escalation matrices, measure performance through monthly reports and trend analysis.
-Review and analyze Severity 1, 2 and 3 incidents on a regular basis, identify repeated incidents and record these as problems through trend analysis.
-Work closely with IT staff to provide Root Cause Analysis for the recorded problem
-Develop Known Errors Data Base for the use of the Service Desk and review the problem management process regularly.
-Participates in Major Incident process and manages the resolution through effective communication.
-Performs diagnostic actions to determine workarounds/solutions.

As BMC Technical Specialist
-Implemented and Responsible for the change management process, problem and major incident management, configuration management and CMDB on BMC Remedy tool.
-Implemented and Responsible for MyIT and SmartIT tools with its preferences.
-Configuring ADDM (BMC Discovery tool) Application modelling with its relationships.
-Troubleshooting devices are not discovered by BMC Discovery tool and work on solutions.
-Scheduling ADDM sync with BMC Remedy CMDB in order to import discovered devices into CMDB with its relationships.
-Giving hand in BMC Truesight project implementation in terms of Gathering matric requirements, setting thresholds, grouping application servers, Creating Dashboards and giving access to different area people according to their specialty.
-Integrating BMC Remedy with BMC Truesight using propagation policy on which event will create an incident in Remedy and define the process flow and closure method.
-Using BMC Truesight in troubleshooting events and find the root cause in less time with proposed solutions.
-Using BMC Orchestrator tool in automating DRC activity for 83 applications with its infrastructure and Sequencing activities based on dependencies.
-Using BMC Server automation tool in patching and automate processes.
-Using BMC Capacity tool in Generating capacity reports and creating comparison.
-Using End-User-Experience tool in troubleshooting user issues.
-Leading Support Operation team.

-Meeting business and IT teams for gathering requirements, analyze it then form it in a solution design document.
-Doing a GAP analysis and comparison between previous ITSM tool and the New tool to fulfill all features were used in old system and ensure it's covered in the new tool.
-Integrating IT service management modules showing the full cycle of a service being impacted.
-Designing more than 64 service request processes on different areas ( IT, Maintenance, ATM, ...etc) serving bank branches and head office.
-Integrating service requests with incident management process and assigning incidents to concerned teams in less time based on incident creator location.
-Implemented incident management process as per the bank solution design built and categorize incidents for reporting purpose.
-Worked on knowledge management collecting issues/known errors/how to helping IT requester to find his/her solution without submitting a complaint.
-Implementing a full scale of SLA for suppliers as per the agreement signed with the bank.
-Implementing OLA for controlling resolution time and assigning incidents between support staff.
-Participated in Major incident process creation and linking it with problem management for further investigation and finding a permanent solution.
-Conduct root cause analysis and coordinate meeting and manage escalations for problem management process.
-Applied and enhanced the bank change management process on the ITSM tool by creating 13 change processes with different workflow and approval cycle.
-Designing RFC form and risk questionnaire filled by the business requester for Change Request creation.
-Involve business and IT for approvals in RFC process.
-Conduct risk assessment and impact analysis for application and infrastructure RFCs (ITOM).
-Building configuration item module (CMDB) with its relationship and impact came from bmc discovery tool.
-Integrating CMDB with incident management module to show the impact of having an incident on a CI, setting the incident severity based on that impact and manage escalations.
-Integrating CMDB with change management module for detecting the collision if multiple RFCs planned to be implemented on same CI, and setting the risk level based on CI criticallity.
-Designing KPI reports for higher management on Major incidents, problem investigation, RFC life cycle and Service request summary in monthly and quarterly basis.
-Generating manual and automatically sending reports to different teams.
-Building an integration with other systems using web service, email and through database.
-Conduct training on all the above modules for different teams in Arabic and English.

* Providing technical leadership and expertise to IT Technical Operations team to develop and deploy BMC Remedy project.
* Managing key working relationships with IT business and technical teams and internal customer departments.
* Facilitating, coordinating, planning and implementation of technical initiatives and programs in the IT Operations and Infrastructure Portfolio.
* Acting as an IT business consultant that represents IT to business groups.
* Establish, track and communicate initiative timelines, dependencies, milestones and deliverable
* Experience in implementation of ITILv3 for IT service management and best practices.
* Developing of IT best practices and tools for initiative planning, execution, management, ongoing support and key performance metrics.
*High level of analyzing data, applying enhancements and develop Reports/dashboards to meet ITIL KPI requirements and giving change recommendations to meet the best practice. (Using Dashboard and Analytics applications).
*High level of Troubleshooting on minor/major issues, handling further escalations and applying actions/changes required.

- Gathering, Understanding and Documenting Customer
business needs and requirements.

- Aligning Customer needs and requirements with the best
practices according to ITIL through set of extensive and
oriented workshops and professional consultation service.

- Designing Service Desk (Incident, Problem, Knowledge) and Change management decisive business processes and service catalogs for customer's IT department.

- Scoping, Categorizing and classifying customer's IT
infrastructure environment to best build and design Asset
Product catalogs.

- Planning and designing CMDB processes and integrations.

- Provide technical Administration, Consultation, Configuration
and development for BMC Product.

- Designing and implementing BMC Remedy integrations with
other systems like web services and SMS gateways.

- Customizing, developing, and implementing work flow to
deliver customized applications running on Remedy AR
Server.

Specialties:-
# Motivated by Challenge. Driven by Success. Proven by Results and clients satisfaction in the Middle East and Africa.
# Helping customers to maximize their IT departments potentials and capabilities to best support their business services.

Install and administrate Remedy 7.6.04 :
-AR System
-CMDB

Implement a Full ITSM implementation v7.6.04 :
-Service Desk (Incident, Problem Management)
-Change Management
-Asset management & CMDB
-Service level management
-Knowledge management.
-Service Request management.

BSM products Implementation:
-Dashboards
-Analytics

- Design and implement SRM service process with multiple templates and getting approvals before create an application request (Incident, Change, Workorders for Non-IT).

- Create dashboards for ( Incident, Problem, Change, Service Level Management) into BSM Dashboard application.

- Manage active directory integration for BSM Dashboard, Analytics applications.

- Modify, Create new Analytics reports using SAP business object application which is integrated with Remedy with universe provided contains all Remedy tables and relations.

-Implement Software license tracking process on Contract Management.

-Implement a new customized module application "Software Library" to track Media and Software.

-Perform a complete migration data process from version 7.0 to Remedy new environment 7.6.04

-Integrate Remedy ARSystem 7.6.04 with Active Directory and Email engine.

- Conduct and deliver technical training for IT staff (BMC Remedy).
- Conduct hands on Business Training for All system Users.
- Create training materials for both technical and business teams.

-Manage, Implement and Support BMC Remedy ITSM projects (Service Desk, Asset Management, Change Management, service Level Management, CMDB) for IT Departments of major Banking, Manufacturing, Oil and Gas, Service industry & Telecom companies in (Kuwait, U.A.E, Jordon, Saudi, Nigeria, Ghana, Tanzania).

-Customizing, develop, and implementing workflow to deliver customized applications running on Remedy AR Server ( versions 7.0  7.6.04).

-Understanding business processes for managing: Maintenance, Procurement, Contract, Inventory, Service Management, and Assets

-Documenting plan areas with existing business processes.

-Identifying configuration requirements in terms of: Roles, Security groups, Escalations, Work Order templates, Job plans, SLAs, Vendors and contracts, Interface configuration and GL codes

-Consulting and support to solve all issues during the process of implementation and during the operation phase.

-Excellent experience setting up Maximo and related applications, interact with Maximo Administration module.

-Installing & Administrating Databases : Oracle 9i, 10g, SqlServer 2005.

-Perform Backup and recovery strategies for Oracle database with RMAN tool, Tune database performance.

-Track application transactions from the database (Source Objects, Destination impact Objects)

-Track Maximo financial transactions in an Oracle Databases (GL Accounts: Debit, Credit)

-Documenting Installation Check-List for applications (Maximo, Oracle DB, SqlServer DB, Actuate Application, Weblogic, Websphere)

-Integrate Maximo Application and WebSphere Application Server with Active Directory - Lightweight Directory Access Protocol (LDAP) on Windows Server 2003

-Customize Maximo Apps with Backup function integrated in the application (for self-backup)

-Reports creation (using Actuate, Crystal Reports) Applications.