Data Management and Business Intelligence
Musanada
Total years of experience :16 years, 1 Months
• Data management and analysis (Progress, Performance, Time, Cost and Cashflow)
• Business Intelligence, reports and dashboards
• Business process engineering and optimization
• Projects performance and KPI control, monitoring and management
IT Projects and consultancy
Responsibilities
• ITSM function, tools and ITIL processes and standards
• Service desk, access management, desktop and VIP support, asset and configuration management teams and represented the department as CAB member and change manager
• Incident, problem, change, service request, SLM, knowledge and service catalog processes
• Business Relationship: Met customers, analyzed requirements and financials, ensured customer satisfaction
• Professional services, contracts and vendors
• Budget of teams and services of the IT service desk, support and asset management
• Recruitment, professional training and personal development of team members
Achievements
• Raised the department’s productivity and customer satisfaction by 20%, defined and implemented ITIL processes, service standards and controls
• Participated in the completion of ISO 27001 requirements, defined and implemented incident, problem, change, knowledge, request and capacity management processes in 6 weeks
• Improved service level by 15%. Rearchitected and operated the ITSM tool including the modules request, incident, problem, change, and knowledge management with incident and service catalogs and SLAs
• Raised the department’s performance by 20%, created and implemented KPIs and dashboards using BI
• Developed training material and trained a group of super users from 13 departments. Upskilled them to resolve common basic IT issues for their departments to reduce operational impact and offload ICT and save time
• Enabled full control on 5000 assets, designed and implemented the CMDB, asset policy and process
• Found 100s of missing assets and prevented huge penalties after a physical reconciliation and inventory audit
• Increased the efficiency of software asset management, saved a good amount plus over 200 licenses
• Reduced calls by 20% through a self-service tool, encouraged users to reset their passwords quicker
• Improved the user experience, migrated 1000 users and endpoints to Windows 10 with new hardware
• Strengthened the active directory integrity, cleaned 2200 inactive and unsecured accounts
• Enhanced the printing service experience, delivered a fleet of 62 secured multi-functional printers
• Enhanced the mobile phones service, delivered over 800 new secured phones with MDM functionality
Responsibilities
• Service desk, access management, desktop and VIP support, asset and configuration management teams 24/7/365 and represented the department as CAB member
• Printing, software and OS deployment, patch management, MDM, antivirus, SSO and encryption
• IP telephony, video, telecommunication, call center, recording, reporting and billing services
• Incident, problem, change, service request and service catalog processes
• Business Relationship: Met customers, analyzed requirements and financials, ensured customer satisfaction
• Professional services, contracts, vendors and monthly telecom and printing services bills
• Budget of teams and services of the IT service desk, support and asset management
• Recruitment, professional training and personal development of my team members
• Service owner of the following tools: ITSM, endpoint management, BI, antivirus, SSO, self-service, IP telephony, call center systems, call recording, reporting, billing, CMDB, OS imaging, AD reporting and MDM
Achievements
• Raised the IT department’s productivity and performance and made it easier to manage the teams and take decisions in less time, integrated a BI tool with the ITSM tool, designed 4 KPI dashboards for managers
• Enabled full control on 8000 assets, designed and implemented the CMDB, asset policy and process
• Increased the efficiency of software asset management, saved a good amount plus 10s of licenses
• Improved user experience, migrated 1500 users and endpoints to Windows 10, Office 365 and new hardware
• Completed the setup of infrastructure and endpoint services at Al Maktoum Airport to operate in 6 weeks
• Reduced calls by 30% through a self-service tool, encouraged users to reset their passwords quicker
• Enhanced the printing service experience, delivered a fleet of 70 secured multi-functional printers
• Created and maintained the required processes, policies, procedures and 100s of knowledge articles
• Strengthened the stability and reliability of the endpoint management tool, rearchitected its infrastructure
• Eliminated the missing patches problem, deployed of required software and patches to 1500 endpoints
• Saved a huge amount of the annual bills of telecommunication and printing services through an audit
• Reorganized the IT service categories and catalog which led to better user experience in 1 week
• Automated the service desk through a telephone system with reporting in 1 week
• Upgraded IT services for 69 meeting rooms and prevented incidents
• Defined the policy of the network access control and bring your own device solutions
• VIP, desktop, site, and workshop support teams and software/hardware inventory monitoring and control
• IT focal point for customer requirement analysis, escalations, special requests and user reported incidents
• As the problem manager, reduced recurring incidents by 70% and calls to service desk by 74%
• As a configuration manager, designed the CMDB structure and reorganized the ITSM tool and service catalog
• Controlled IT equipment requests and organized budgets
• Assigned for special cases audit, investigation and confidential communication
• Process improvement, strategic planning and coaching for the IT support services area
• Revised policies, procedures and standards and released new versions
• Oversaw resource utilization, recruited over 20 engineers and managed the professional services contracts
• Guided the team on OS imaging and software deployment for 4800 endpoints
• Implemented the endpoint management and privileged access management tools for 4800 users
• Deputized the service manager and represented IT as focal point for escalations
• Controlled IT equipment requests and organized budgets, standardized and upgraded hardware
• Assigned for special tasks and assignments such as process optimization and enhancement
• Advised the team on Windows 7 migration for 4800 endpoints and network access control implementation
• Tested the new IT service management tool, transitioned it to production and retired the old tool in 1 month
• Transitioned the hardware requests from manual forms to an automated system and controlled the budget
• Setup over 30 branches and departments including international branches
• Transformed the endpoint images library to quicker installation and created baseline for 30 OS images
• Deployed standard software and configuration to 4200 endpoints and published 20 virtual applications
• Trained engineers and interns
• Implemented and operated the business continuity plan (DR site), set up the network and end user services
• Implemented and operated the e-dirham payment service in 12 branches
High School Diploma in Sciences