Muhannad Abdeljawwad

Leading the Planning and Performance Improvement team and serving as the change agent and analyst of industry best practices to enhance the quality of work performed by ISD. Serving as IT Service Manager leading and mentoring other ITSM process owners and held the Project Management Officer (PMO) Manager role. Managed projects of various sizes (>$5M, >50 people) Contributions included:
• Managing the project to adopt Azure cloud computing in the Ministry.
• Leading and managing the Continuous Service Improvement Program (CSIP) aiming at enhancing the level of IT service management. The CSIP comprises many projects aiming at assessing, defining, implementing, promoting and automating the IT service management processes.
• Assessing the various aspects of Service Desk operation, identifying key weakness areas and working with Service Desk Manager to introduce continuous improvements in a progressive approach. In addition to technology-based enhancements, these imporvements included team development and training of various technical, subject matter and soft skills topics.
• Serving as an Advisor on many projects such as Streets Security Surveillance, Facial Recognition, Business Intelligence and Decision Support, Annaul Maintenance and Service Level Agreements, and Information Security Management.
• Managing many software implementation projects including: IT Service Management System, Functional Testing tools, and software development lifecycle management.
• Co-managing the program to relocate the main data center to new tier-3 one, which hosts more than 90 services utilizing a heterogeneous environment of mainframes, Unix and Wintel platforms (both virtual and physical). My contribution included managing some sub-projects as well. The relocation and cutover were successfully concluded with no down time or impact on service availability.
• Managing the program to design, establish and implement a disaster recovery data center. The program encompasses 16 projects handling the implementation of IT infrastructure, defining of disaster recovery policies and procedures, devising the crisis management plan and training employees. Contributions include managing two of the program’s projects.
• Managing the Servers Consolidation and Virtualization initiative from inception through tendering till scoping.
• Putting a well-defined project management methodology based on PMI PMBOK that covers processes and templates. Also, promoted the establishment of the Project Management Office (PMO) and was assigned the PMO Manager role.
• Initiated and managed the projects for adopting a standard methodology for developing and updating software systems using Rational Unified Process and utilizing IBM Rational Software Development Platform suite.
• Establishing the Software Quality organization within the Department. Structure, processes, team qualifications are part the comprehensive study put to introduce the functio in the Department. Recruited qualified professionals to assemble the team. Moreover, I acted as a SQA Manager for a couple of years time.
• Assessing departments to identify pain areas and areas of improvement then proposing initiatives and changes to leverage efficiency and effectiveness by re-structuring, process re-design, and team development.
• Defining functional roles for various departments, defining their job descriptions, identifying the required skills and expertise and helping in the recruitment process.
• Conducting many training courses on various aspects including: Project Management, Software Engineering, IT Service Management (ITIL), Disaster Recovery and IT Crisis Management. Courses were delivered in both English and Arabic languages.
My role involves writing RFPs, evaluating vendor proposals, and negotiating contract terms and conditions in addition to monitoring and managing projects performance.

* Direct management of the IT Department.
* Establish, plan, and administer the overall policies and goals for the information technology department.
* Manage all technical partner and vendor relationships, including regional relationships.
* Project management of Company's services at the regional level.
* Supporting the Business Development Department through involvement in pre-sales activities that included negotiating and managing client expectations, holding presentations and workshops, and technical consultation.
* Preparing and following department, project and expenditure budgets.
* Organizational responsibility for driving software development with the primary focus on integration.
* Driving standards and best practices from a technology perspective.
* Staff hiring, performance evaluation, motivation and mentoring.
* Analyzing system requirements and putting the design for any updates on both eJABY and eSAL systems.
* Making decisions on hardware and software purchases and upgrades.
Acheivements include:
+ Established the IT Department and defined its organizational structure to meet business requirements.
+ Put the technical requirements for PaymentCentric's services.
+ Put the detailed design of systems in accordance with ISO 12207.
+ Designed the basic network and communication structure to meet the highest security standards.
+ Put the draft for the IT Security Policies of the Company based on ISO 17799 and utilizing ISO/TR 13569, ISO/TR 13335 security guidelines for financial industries and led the Security Committee.
+ Laid the modular and component structure for both eJABY and eSAL systems.
+ Reviewed and analyzed systems running at both depots and payees. Put and demonstrated the possible integration scenarios between PaymentCentric and the depots and payees. The integration was done based on various technologies including: CORBA, DCOM, JDBC, ODBC, Terminal Emulation, TCP Sockets, MQ Series, JMS, and RMI.

* Leading the team of branch automation developers.
* Integrating programmers' modifications on the Banking System. And supervising the team.
* Building and modifying the banking system. And analyzing problems and new transactions.
* Building common modules and utilities to be used by the banking system, setting up and supporting the banking system, providing technical support for users.
* Building and modifying applications using Delphi and MSAccess.
* Administrating and modifying the bank's web site

* Installing and supporting the accounting and POS systems developed by COMSOFT.
* Training customers.
* Testing and evaluating applications.
* Administrating and configuring Windows NT servers and workstations at NT-based sites.
* Building and maintaining Point Of Sale systems.
* Putting implementation plans for operating and setting up the accounting and POS systems.

* Installing and maintaining optical disk drives and Jukeboxes under MacOS, DOS, Windows95/NT.
* Working on archiving packages such as DataStore and ZyLab Image.
* Providing programming and supervising support for applications built using MAGIC and GIM.
* Demonstrating software sold by the company.
* Training customers on using archiving solutions.
* Training customers on using CD-R software and managing optical drives and Jukeboxes