Senior Service Manager
Dell
Total years of experience :32 years, 10 Months
Accountable for Emerging Markets Services Management, Dell Services and its associated programs, Services costs and improvement, Customer Satisfaction and Improvement, Service Planning & Readiness, Skills Planning for services staff, Teams-up with Local Sales and Business during and after business planning process, Reduce services costs and improve services efficiency, Works closely with regional program teams and drives program implementation, Takes ownership of internal & external services escalations and Maintains close relationships with other BU’s.
Accountable for regional-wide Business Development of Infrastructure Optimization in MEMA region (Middle East, Mediterranean and Africa), Manage creation, development & closing of solution in MEMA. Create new opportunities in co-operation with the Account management teams in the countries and leads of an engagement process. Conduct and provides guidance in negotiations at high level of the customer organization. Manage pipeline creation process and deal evaluation/selection. Develop business strategies that meet market needs and deliver competitive advantage and also is responsible for establishing pricing that meets both the customer and HP's objectives.
• Responsible and accountable for country-wide delivery of HP Services, Multi-Vendor Services and its associated programs
• Leading a large delivery team
• Delivery costs and improvement
• Customer Satisfaction and improvement
• Employee Satisfaction and improvement
• Service delivery planning & readiness
• Skills Planning for delivery staff
• Teams-up with Local CS Business during and after business planning process
• Reduce delivery costs and improve delivery efficiency
• Works closely with country and regional program teams and drives program implementation
• Takes ownership of country internal & external delivery escalations
• Maintains close relationships with other BU’s
I am in charge of the overall management of three units:
• Helpdesk; which is responsible for attending to and resolving customer complaints.
• Customer Care; which is responsible of ensuring customer satisfaction, the follow up with and updating customers about pending issues, conduct regular surveys and provide feedback to ensure customer satisfaction.
• Datacenter; which is responsible for the day-to-day tasks and duties, such as backups, updates, preventive maintenance and provisioning for new customers.
Thourghout my engagement with ASPGulf, I supervised the following:
• Researched existing business processes, and designed a new business model, to enable ASPGulf acquiring more clients and target different market segments
• Analyzed inefficiencies address them in designing and implementing customer helpdesk solutions in order to enable the automation between customers, Sales and Technical team to reduce the follow up time between the three parties
• Created a provisioning process and a process for the ASPGulf Sales department for issuign, processing, and provisioning allowing the sales team to more accurately and more efficiently track the provision status of new clients.
• Designed and implemented a process for the sales team to help them define leads, track opportunities and follow up with the clients.
• Created and implemented a process to receive and, if necessary, return unneeded or defective components to vendors.
• Experience includes customer facing and service operations consulting, CRM front office software selection & implementation, outsourcing and reengineering of business processes.
• Performed project management for system enhancement projects spanning Customer Service, Sales, Tech Support/Help Desk, and provisioning processes.
• Define, develop and maintain the Operations Manuals and Policies.
• Define, develop and maintain Security Maunal and Policies
ITQubate is a part of the Al Bawardi Enterprises; ITQubate is focused on its mission of effectively accelerating and transforming the correct balance of financial and intellectual capital into highly focused and successful businesses that have greatest potential for wealth creation. ITQubate is focused on the development of exciting new concepts and strategic technology based investment opportunities in the Middle East. This will include a thrust into digital marketplaces, content refinery, advanced business tools, niche market ASP based products and regional software development capabilities.
Group internal responsibilities - HelpDesk Manager:
• Supervise eight engineers to provide front -line technical support
• Established Helpdesk policies and procedures, and created Helpdesk manual.
• Develop yearly IT budget requirements and planning.
• Perform IT requirement analysis for new business development projects and proposals.
• Provide systems management, design oversight, implementation, and maintenance of internal networks.
• Perform planning, project management, and implementation for corporate IT projects.
ITQAN Al Bawardi Computers is a part of the Al Bawardi Enterprises (www.ae.co.ae), a leading business conglomerate of U.A.E, with varied business interests in Oil & Gas, Telecom, Information Technology, Construction and Trading, with a combined turnover of over USD 300 Million. It is a leading total solutions provider, and represents COMPAQ, SUN, Cisco, Lucent, 3COM, Microsoft, ORACLE, MARCAM, INTERSHOP, Live Link, Anderson Consulting, The Gartner Group and International Computer Group (ICG).
Responsibilities/Achievements:
The responsibilities include:
As a senior member of the IT Solutions Department, leading a Multinational and Multicultural team of IT professionals to address IT Consultancy services businesses in the UAE. I have been responsible for providing consultancy services to the oil & gas, telecommunications sectors and large government and multinational corporations in the areas of implementation of e-Business solutions, ERP & CRM Package implementation, data warehousing, Business Process Automation, Intranet/Internet Solutions.
Engagement are:
As a senior member of the e-Commerce Group, responsible for identifying and building Strategic relationships with technology partners like, LOGICA, INTERSHOP, KPMG, SUN, NETLIFE, Oracle, and Microsoft to offer e-Commerce solutions to Enterprise customers. The areas of operations include e-Commerce IT Strategy formulation, Business-to-Business (B2B), Business to Consumer (B2C), Payment Gateways and Internet Banking solutions. The assignment also involves preparing technical and financial proposals, business development and program management functions.
I have been responsible for the following Projects since January 1997:
I have been fully responsible about the project for building Intranet/Extranet solution for the Ministry of Health, UAE, to offer online Services to the Hospitals and Pharmacies in UAE. The project involves implementing software solutions for MOH, implementing member services and integrating pharmacies and nurses systems, which is an Oracle application. The project is in process now.
I have been fully responsible about the project for building e-Business Solution for the Abu Dhabi Chamber of Commerce and Industry, UAE (www.abudhabi-online.gov.ae), to offer online Services to the Middle East Region. The project involves implementing e-Business software solutions for ADCCI, implementing member services and billing system, integrating with payment gateways for financial transaction processing over the Internet, and systems integration.
I have been fully responsible about the development and implementation of the e-Government solution for the Ministry Of Finance and Industry, MOFI Federal Government of UAE (www.uae.gov.ae). The project involves turnkey solution, which includes hardware, networking and software package development and implementation. The software solution includes business process like issuing Industry License, Certificate of Origin and Tendering System. The solution is based on Site Server 3.0 Commerce Edition, SQL Server 7.0 under MS IIS 5.0 and Windows 2000 Advanced Server, Visual Studio development environment. Extensive training programs were organized during the project life cycle for both IT department as well as user department staff of the Ministry.
I have been fully responsible (from the inspection stage to the bid stage, then the implementation stage) about the project for building e-Commerce Infrastructure for ETISALAT (Comtrust), UAE's Telecom Services Provider (www.comtrust.co.ae), to offer e-Business Services to the Middle East Region. The project involves implementing e-Business software solutions for B2B and B2C, building business and financial models for CSP operations, implementing customer care and billing system, setting up payment gateways with the banks for financial transaction processing over the Internet, and systems integration.
As Project Consultant for the implementation of integrated management information system (DOPIS) for the Department of Planning government of Abu Dhabi, UAE. The project involves turnkey solution, which includes hardware, networking and Oracle financials ERP software package implementation. The software solution includes business applications like financials, materials, projects monitoring & management and statistical analysis for the large infrastructure projects, funded by the department of finance. The solution is based on Oracle 8 under Windows NT, Oracle designer and developer 2000 environment. The project also involved implementation of SAS statistical analysis, PRIMAVERA project management software, ViewStar Workflow and Input/Accel document imaging software system. Extensive training programs were organized during the project life cycle for both IT department as well as user department staff of the Department of Planning.
As a Lead Member of the ISO 9001 Certification Program for the company and worked closely with our consultants, Ernst & Young, for the certification process. This initiative helped in making ITQAN as the second ISO 9001 Company in the UAE, apart from playing a lead role in getting ITQAN Best Appreciation Program Award in IT Services instituted by the Dubai Quality Awards (DQA) committee.
As project member leader for the implementation and migration from Novell to Windows NT for Abu Dhabi Off Shore Oil Company and UAE General Head Quarter Armed Forces.
Other responsibilities:
Customer Support on Site and Telephone Support
Installation of Microsoft Products, Novell Products, Oracle Products and other third party systems.
Consultancy on specialized technical issues regarding installation, implementations and Systems Integration.
Conduct training course in Microsoft, Oracle Interoffice, Novell and other third party systems.
Research of new products releases within assigned product lines or third party systems.
Helping other departments in the organization, which are involved in projects and responding to RFPs by providing information such as implementations schedule, white paper and solutions design.
Reporting to product managers, account managers and project manager on status on projects implementations.
Product Identification and Traceability and Maintain proper documentation of installation, training and support calls.
Plan installation and deployment of solutions according to projects plans and schedule
Ensure all tools needed for the implementation are available and adequate
Ensure that all projects implementation conform to quality plans and documented procedure
Monitor and control process parameters upon commissioning a project implementation or deployment.
Instructing Networking Essential, MS Windows NT Server, MS Windows NT workstation, MS Windows 95, Internet Information Server, MS TCP/IP, Novell NetWare (Administration, Advanced Administration, Installation & Configuration Workshop, Networking Technologies, Service & Support and NetWare TCP/IP), Compaq Courses (SM1, SMS, TC1, ST, SM, AP1 & AP3).
I was responsible for network design, installation, and implementation of the Novell NetWare and MS Windows NT, technical support for the Compaq Computers specially Servers (ProLiant (All models) & Prosignia (All models)). Responsible for internetworking between different network operating systems (Novell NetWare, Banyan VINES, SCO UNIX, Microsoft Windows NT, and Apple Macintosh) with different protocols (Ethernet, AppleTalk, and TCP/IP) as a network with dissimilar systems via cables, hubs, routers (Multi Protocol Router, Cisco Systems), Gateways (NetWare for SAA and MS SNA to connect to the mainframes and AS/400 Systems) bridges, repeaters, and modems (with communication products such as NetWare Connect, Remote Access Services RAS & Lotus Notes). Good knowledge with all kind of cables (Fiber Optic, Twisted pair and coaxial) and giving the required support for all troubleshooting.
In progress of completing the Project Management Certification
Certified in Scheduling and Cost control in Project Management
Certified in Risk Management
ITIL Manager for Service Delivery
ITIL Manager for Service Support
ITIL Foundation for ITSM including the HP High Performance ITSM Simulation Game.
Master in Business Administration