Rami Ayas

Navigate Support project;
- Do the first technical level of troubleshooting of errors and redirect to higher support level if need be.
- Understand user requests by questioning further information and/or setup a webex call if need be.
- Gather business requirements for all tickets which can be referred to as enhancements.
- Follow up with the business on approval of BRDs so developers can initiate development in UAT.
- Test the changes in UAT to make sure they meet the requirements before they get deployed in PROD.
- Provide support post implementation of change requests.
- Reconcile claims shared by IT on a daily basis to make sure they have been pushed into BizFlow system.
- Monitor free space at the level of all drives of the application related servers and report space issues.
- Monitor system performance to understand which views or menus are slowing the system down.
- Complete BizFlow recertification on a monthly basis.
- Deliver changes and system outages sheets to MetLife IT on a monthly basis.
- Audit business communication templates on a yearly basis.
- Run queries to review cases’ history or resolve errors at the level of cases in error mode.
- Create queries to retrieve the data required by business users.
- Edit content of troublesome xml files to unblock the flow of claims/policy related requests to BizFlow.
- Connect with BizFlow support team via their helpdesk as and when the need arises.
- Import users from LDAP, grant them licenses, and add them to the required BizFlow groups.
- Create rules at the level of various departments inboxes/OWA to stop email loops.
- Visit workflows designed in BizFlow process studio (BPS) to check conditions.
- Prepare monthly technical Vital Zign reports by collecting and analyzing information and trends.
February 2018 to Present: Inspire Innovations, Lebanon
Scanning and DMS Solutions Architect / RPA Developer supporting various projects in MEA region, including but
not limited to KFUH digitization project (42 million pages) in Dammam and MetLife Gulf Redaction Project in
Dubai;
- Define, design, and document information capture solution and process requirements according to
customer requirements and scope of work within time constraints.
- Document technical specifications for information capture solution installation and configuration.
- Install, setup, and configure information capture hardware such as network devices, server and
production scanning machines.
- Install, setup, and configure capture software according to solution design and technical specifications.
- Execute quality assurance testing, integration testing, and user acceptance testing.
- Manage and monitor user access rights or privileges to capture software used.
- Update workflow configuration as and when needed to optimize productivity.
- Liaise with Product technical team to plan new features i.e. OCR logic.

Atlassian Expert for IT Consulting Company on STC (Saudi Telecom Company) project;
- Understand customer needs and provide guidance on what may work with regards to workflows.
- Work directly with the customer developing complex JIRA workflows including project workflows (set
post functions, conditions, validators and properties), field configurations, screen schemes, permission
schemes and notification schemes to fit the desired outcome.
- Manage user permissions according to the needs of projects and teams.
- Apply the principles of Kanban methodology to design the required KANBAN boards.
- Write Jelly Scripts where necessary to meet client’s needs.
- Write JQL advanced queries and create filters as per requested.
- Perform JIRA Service Desk configuration for various projects/departments.
- Design data migrations from non Atlassian Tools (Remedy, NPTS).
- Prepare user manuals to educate and enable the user to use the system to its full potential.
- Provide technical assistance and/or hands-on training in using JIRA to business units (CBU, EBU, BI, WBU,
CEA, OEA...).
- Implement change requests and provide post-implementation support to end users (after Go-live).
September 2013 to December 2014: BUS (BUTEC Utility Services), Mkalles, Lebanon
rtroject to install 500, 000 smacture) ptrud Meter InfrasAdvanceI (ion and AMon ConstructerDevelop/erPlann
meters over Northern Mount Lebanon and North governorate;

for contracting company on 5 construction projects: “Aden housing project, Safer
School Renovation, Aden Port Construction Expansion, Lahj water lab and workshop construction, Design and
Construction of the Iraqi Embassy in Sana’a, Yemen”;
- Design baseline time schedule using Primavera 3 software configuring project work breakdown structure,
project codes of accounts, activity duration, budgeted costs, work sequence, and resources allocation.
- Update current project schedules based on data provided by supervisors, monitor actual progress of
activities, compare the updates with the baseline/target on a separate schedule (Highlight
Implementation Issues), and identify the cause of delay.
- Keep the management updated on progress of works with weekly reports and schedule updates.
- Monitor execution to suggest appropriate and timely corrective action to achieve project milestones.
- Develop a detailed database for Aden Housing Project, linking the progress of development organization
with the objectives of sales and marketing organization.