Head of User Computing
Banque Saudi Fransi
Total years of experience :18 years, 0 Months
Key Responsibilities:
Leading the identification, delivery, and management of the service desk, providing support and guidance to stakeholders, service delivery operations, and SLA reports, and identifying opportunities for continual service improvement plans.
Defining, developing, and executing foundational components of service desks and support, managing daily workload through effective prioritization and communication with the team and all other resolver groups.
Automating the processes within the IT service area (Requests fulfilment, incident management, problem management, change management) through IT Service Manager and SharePoint, and managing the HP IT service management implementation and deployment.
Managing the active directory and exchange infrastructure, maintaining, monitoring, and capacity planning for server hardware, storage, windows servers, and infrastructure platform, preparing reports as needed, and performing troubleshooting for complex hardware, software, and network problems.
Leading systems integration with mutable tools to improve the IT services processes, building a focal point of contact for IT service center through enforcing smart tools, and creating policies and procedures for the whole IT service area.
Participating in Covid-19 crisis management committee and automating and enhancing the manual process (operation, property, collection, IT developments, governance, technology operation, demand management).
Key Accomplishments:
Migrated an obsolete email system Lotus Notes Email system to Exchange Outlook, built a focal point of contact to all IT services, policies, and procedures (User Computing Department), and automated all IT requests and processes.
Improved customer satisfaction from -12% to +43%, enhanced the system's infrastructures, live monitoring systems, and third parties contract positions, and created new standards for end-user hardware, software, human resources, and executive management and board services.
Key Responsibilities:
Developed a regional IT and operations strategy, managed all service desk operations associated with the identification, prioritization, and resolution of reported problems, and coached and mentored a kingdom-wide service desk team, physical support managers, and an IT procurement team.
Established and implemented Key Performance Indicators framework, KPI reports, facilitated feedback system to team managers on issues such as end-users service and technical skills, enhanced the quality of support delivered, and used data to drive improvements across the team.
Led the development of infrastructure strategy and service delivery standards, planned and executed IT-related projects along with the yearly budgetary annual operation projects, and ensured requests are resolved quickly and cost-effectively via different internal and external channels.
Created a Business Recovery Plan (BRP) and managed it according to business requirements, administered the printing management systems, reduced the papers combustion's, provided better solutions, and developed long-range plans to maintain cost-effectiveness and competitiveness of the bank's IT infrastructure.
Liaised with different IT Department sections to channel and follow up on user requests, provided 24/7 support, troubleshot and resolved complex issues, performed incident management and root cause analysis, facilitated vendors' support unit by tactfully negotiating with the external vendors (national and international).
•Associate degree in computer technology (Technical Support), 2005. •College Of Technology ,Dammam ,Saudi Arabia •GPA: 3.83