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Richard James Toby, Head of IT

Richard James Toby

Head of IT·SSH Design

United Arab Emirates

Diploma, Business Continuity Management

Work experience

Total years of experience: 29 years, 9 months

Head of IT

April 2015 - Present

SSH Design

Dubai, United Arab Emirates

I found this job using Bayt.com

April 2015 - Present

Head of IT - April 2015 to present

• Ability to conduct research into IT issues and to take the organization to the next level of IT capability.
• Responsible for IT direction of group of companies and a user base fluctuating as high as 300.
• Management professional, IT infrastructure, operations all matched with a comprehensive technical background (e.g., IT, Business development Logistics, etc.)
• Ensure integrity of enterprise is maintained at all times by means for AV/Backup and monitoring solutions.
• Work to identify best of breed technologies & cloud-based services, and implement them to reduce cost and improve service. Implemented encrypted endpoints, remote backups and security access control.
• Direct and lead server, network and support teams to manage corporate infrastructure.
• Responsible for maintaining security and access control for the integrity of applications/data.
• Knowledge and understanding of information technology operations, responsibilities, processes, and procedures.
• Administer and maintain telephone switch and PABX, fleet of blackberry devices and configuration ensuring configuration for business requirements.
• Responsible concurrently for multiple roles, ICT Management/Logistics and operations.
• Plan, design, document, and implement systems to include servers, network equipment, and software applications.
• Plan and assist in installation of new methods, policies, processes, and/or procedures, providing instruction and technical assistance to

Company industry:
Construction & Building
Job role:
Management

Group IT Manager

March 2013 - March 2015

Mainstay Services – JLT (CRM, Shield, Compass, Ecotrans)

Dubai, United Arab Emirates

March 2013 - March 2015

Mar 2013 - Mar 2015
• Hands-on experience running mission-critical IT operations across multiple locations (Iraq, Kurdistan, Afghan, Sudan, Libya, Somalia) austere environments, use of cloud-based solutions paramount to operations.
• Leadership spectrum from technical architecture to exec business interaction.
• Able to critically think to solve complex problems with no established precedence while balancing risk, speed, accuracy, and embracing pace over perfection.
• Strong communication skills and presence to speak with impact, influence outcomes, simplify complex topics into actionable recommendations for decision-making.
• Responsible to respond rapidly to changing technology and apply leading-edge technology to business needs.
• Ability to plan and direct technology efforts to improve operational efficiency, service delivery, and information management across all lines of business and technology platforms.

Company industry:
Security & Fire Systems
Job role:
Security

ICT corporate Manager

July 2010 - March 2013

Compass Integrated Security Solutions

Dubai, United Arab Emirates

July 2010 - March 2013

Jul 2010 - Mar 2013
• IT projects executed according to Plan and as per defined standards
• Evaluation of new technology innovation projects and present (includes feasibility and cost/benefit analysis)
• Ensure appropriate DCR & BC plans are up to date and tested every year to enable continuous and smooth IT operations in- austere environments, across (GCC, Iraq, Kurdistan and Iraq)
• Running logistical operations in Kurdistan for several months, dual role IT & Operations manager
• Ensure 100% compliance with audit governance (ISO 9001, 27001) .
• Coordinate the development of implementation plans and procedures to ensure that business-critical services are recovered in a security event.

Company industry:
Private Security Services
Job role:
Security

ServiceDesk & Support Service manager

January 2009 - July 2010

QFC Authority

Doha, Qatar

January 2009 - July 2010

ServiceDesk & Support Service manager
(Redundant due to restructuring) January 2009 - July 2010
• Manage the support service teams across all aspects of the business.
• mentor team members to create an ever-improving, tight team that work and grow together
• Proven experience building a service-oriented organization and driving or promoting a service delivery model.
• Migration, Maintenance & Implementation for client and technology teams, Responsible for Migration, Maintenance & Implementation
• all IT incident requests are dealt with according to pre-agreed procedures
• Arrange implementation of solutions and preventative measures to improve overall performance
• Communicate with management about system issues faced by business users to improve overall performance
• Create reports on business service level agreement targets and communicate these reports for further analysis

Company industry:
Financial Services
Job role:
Finance and Investment

Desktop & Service Desk Manager

May 2003 - December 2008

British Library

May 2003 - December 2008

Desktop & Service Desk Manager at the British Library - May 2003 -December 2008

• Established strong relationships with business leaders, inter-department peer groups, and team members to ensure the successful delivery of services
• Manage multiple teams of resources to deliver IT services, desktop and service desk functions, (10 engineers) across large enterprise; providing 1st, 2nd and 3rd line support across multiple sites.
• Implementation of McAfee Endpoint Encryption (Safe Boot) across all mobile fleet (150 laptops)
• Ensure incidents/requests are dealt with efficiently and effectively in line with agreed SLA's.
• Manage deployment of PCs and associated peripherals including new installations and the redeployment of existing equipment
• Manage the planning, design, documentation, and implementation of various systems including PC's, servers, network equipment, and software applications.
• Negotiate supplier contracts, ensure value for money on procurement, maintain budget.

Company industry:
Primary, Prep, & Secondary School
Job role:
Other

Service Delivery Manager

June 2000 - January 2003

XKO Networks

June 2000 - January 2003

Service Delivery Manager at XKO Networks - June 2000 -January 2003

• Manager of a team of engineers ensuring projects, installation and consultancy were dealt with in a swift and efficient manner.
• Manage external vendors with regards to repair Queries/technical support.
• Provide weekly management reports on the statistics of incident response and fix rates
• Manage the Technical Services team to deliver to agreed levels of service consistently within budget and in line with the sales team projections, provide emergency on-call 24/7 support.

Job role:
Management

Project Installation Consultant at XKO

November 1999 - May 2000

India

November 1999 - May 2000

Project Installation Consultant at XKO (formerly Silicon Valley) - November 1999 -May 2000

• Manage projects and technical consultancy for work covering server, network and support; remote management of onsite technicians, meeting SLA's for business units.
• Supporting and implementing desktop, servers, e-mail systems. LAN/WAN based networking, antivirus, Backup and solutions.
• Monitor team responses to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements.
• Experience of hardware and software of major manufacturers, Microsoft, Novel, Cisco, VPN, Citrix and remote working technologies - Dell/HP/Compaq/IBM.

Job role:
Other

IT Support Manager

June 1996 - October 1999

Silicon Valley Services

United States

June 1996 - October 1999

IT Support Manager at Silicon Valley Services - June 1996 - October 1999

• Recruitment, management, mentoring of staff, Identify and provide additional support team training to ensure that support is given in a consistent manner.
• responsible for maintaining service level agreements for customers, for contracted services
• Plan and authorize training requirements for team, based on performance and business requirements.
• Coordinate and manage internal / external technical support teams, manage design and implementation projects, ensure customer satisfaction.
• Implement improvements to product service delivery; ensure a one stop shop for the client.
• Identify and lead service improvement and cost reduction/efficiency initiatives; design, develop and maintain service delivery.
• Creating diagrams and written instructions to repair a fault or set up a system.
• Liaise with logistics and support teams as required to effectively deliver product support.
• Monitor staff performances against projects, time scales, and appropriate skill levels are maintained.
• Provide technical solutions and support to customers and staff as required.
• Manage external vendors with regards to repair Queries/technical support.
• Reporting on a weekly basis, against KPI and SLAs, management report statistics of response and fix rates.
• Diagnose configure, test and repair computer hardware, software and associated peripheral devices. Provide technical support to customers and staff when necessary.
• Manage service management database SQL.
• Liaise with 3rd party vendors with regards to repair queries/technical support.
• Document products and work instructions; compile service reports for clients and management.


• Implemented asset inventory management using ITSM Service desk.
• Implementation of server infrastructure (AD/DB/Mail/File), implementation CAT6 topology.
• Managed ERP implementation optimization project - MS Great Plains/eFreight CRM
• Responsible for all IT Projects for a group of 5 companies.
• Designed refresh imaging stations for on mass deployments.
• Developing client relationships with business units, at the highest level
• Staff management across multiple locations.
• Implementation of McAfee Endpoint Encryption (Safe Boot) across all mobile fleet (150 laptops)
• IT refresh project for BL, 250 machines replaced over a weekend, with myself and team.
• Stationed in multiple in-austere locations for operations.
• Manage day to day function of the unit, problem solving and crisis management
• Implemented new remote management functionality to increase productivity and workload visibility
• Consistently achieved all targets for the company each year within budget.

Job role:
Information Technology

Education

Various

January 2000

January 2000

Diploma, Business Continuity Management

Qatar

General Certification • Diploma in Business Continuity Management (IBCT) Certified • ITIL Foundation certificate v2 & v3 • ITIL Practitioner Service Delivery & Incident Management • APM-I project management • C&G Digital Electronics, • C&G Micro systems & Installation & Maintenance • Axtaris Nano tracking configuration - Sicuro Security • Thuraya& Iridium Satellite communications configuration - SAFA/IEC telecommunication • Asset management - Centennial Discovery Certified Administrator Microsoft Certification. • Microsoft Certified Technology Specialist (Chartered) • MS 70-680 MCTS Windows 7, Configuration • MS 70-648 MCTS Windows Server 2008 • MS 70-640 MCTS Windows Server 2008 Active Directory, Configuring • MS 70-642 MCTS Windows Server 2008 Network Infrastructure, Configuring • Microsoft Certified Systems Administrator (MCSA Windows 2003) • MS 70-292 Managing and Maintaining a Windows Server 2003 Environment • Microsoft Certified Systems Administrator (MCSA 2000) • MS 070-215 Administering Microsoft® Windows® 2000 Server • MS 070-270 Administering Microsoft® Windows® XP Pro • MS 070-218 managing a Windows 2000 Network Environment • MS 070-621 MCITP: Enterprise Support Technician • MS 070-620 MCTS: Windows Vista Configuration • MS 070-624MCITP: Deploying and configuring MS Vista client and Office 2007 • Microsoft Certified Desktop Support Technician (MCDST) • MS 020-271 Supporting Users and Troubleshooting a Microsoft® Windows XP • MS 020-272 Supporting Desktop Applications on Windows XP • Microsoft Certified Systems Engineer (MCSE NT4) • MS 70-073 Microsoft Windows NT Workstations • MS 70-067 Microsoft Windows NT Server • MS 70-068 Microsoft Windows NT Server in the Enterprise • MS 70-058 Microsoft Networking Essentials • MS 70-059 Microsoft TCP/IP • MS 70-081 Microsoft Exchange Server

Skills

BUDGET
Intermediate
BUDGET
Intermediate
DEPLOYMENT
DEPLOYMENT
DOCUMENTATION
DOCUMENTATION
ENCRYPTION
ENCRYPTION
PCS
PCS
SERVICE DESK
Expert
SERVICE DESK
Expert
SOLUTIONS
SOLUTIONS
STATISTICS
Intermediate
STATISTICS
Intermediate
CONTRACTS
Intermediate
CONTRACTS
Intermediate
TECHNICAL SUPPORT
Expert
TECHNICAL SUPPORT
Expert

Hobbies and interests

Cycling, swimming, reading