High Touch Operations Manager
Cisco Systems
Total years of experience :17 years, 7 Months
♣ Responsible for providing high touch relationship management services to Cisco strategic customers
♣ Formulate continual improvement strategies to optimize customer’s perceptions of service and support.
♣ Understand customer’s business, vertical market trends, financial complexities and monetary flow.
♣ Identify, build and maintain relationships with customer’s internal management.
♣ Act as single point of contact for operational issues
♣ Provide customers with updates on escalated issues.
♣ Act as single point of contact for operational issues
♣ Provide customers with updates on escalated issues
♣ Coordinate and conduct weekly conference calls to provide status reports to customer.
♣ Create and present quarterly reports to customers with analysis of customer’s support needs.
♣ Proactively assesses customer issues, needs and program implementation
♣ Manages high profile critical technical and political issues both within the customer’s organization and throughout the Cisco internal escalation chain.
♣ Perform analysis on customer's requirements and identify/propose a solution
♣ Perform Market & Research Analysis
♣ Contribute to client communications and develop key messages
♣ Review internal procedures, mechanisms or policies, and ensure these procedures are adequate and functional.
♣ Ensure that procedures comply with industry standards, top management's directives, human resources policies and regulatory guidelines.
♣ Assist in industry, competitive and company analysis (strategic, financial, operational) as well as market research for benchmarking
♣ Assist in analysis and documentation of as-is capabilities about business processes, people, and technology in order to develop solutions for potential growth strategies, market entering strategies, and Due Diligence.
♣ Assist in implementation activities related to new solutions.
♣ Collect and document information on client's current business environment (revenue, profit, market share).
♣ Organize research materials; creating an audit trail; documenting assumptions.
o Responsibilities
Carrying out training needs analysis
Carrying out performance assessments to determine the skills gaps between current and desirable learner skill levels
Designing training programmes appropriate to the skills needed
Developing an appropriate mix of formal and informal development activities
Ensuring the learning environment and resources support learner needs
Designing course materials and other documents such as handouts, manuals and exercises
Preparing the learning environment and resources, including setting up IT equipment where appropriate
Delivering training programmes in both a formal (e.g. a classroom) or informal (e.g. floor-walking) setting
Supporting and coaching learners using learning technologies to deliver skills
Evaluating the effectiveness of training programmes and learning outcomes
Maintaining appropriate records of learner development
o Courses Include:
ITIL Foundation
PMP Exam Preparation
ITPM - Project Management for IT professionals
Programming with Visual Studio .NET 2010
Visual Studio 2008
ASP.NET
Installing and Maintaining SQL Server 2008
Sharepoint 2010 Overview for IT Professionals
Configuring and Administering Sharepoint 2010
Programming with Java
Oracle 11g R2 Administration
CRM 2011 Administration and Customization
SQL Reporting Services
o Clients Include:
Ministry of Presidential Affairs
GASCO
ADCO
ADMA
ZADCO
INJAZAT
ADEWA -Abu Dhabi Electricity and Water Authority
AD Municipality
Ministry of Presidential Affairs - National Canter of Meteorology and Seismology
Emirates ID Authority
C4 Group
o Responsibilities
Progress Reporting; Produce and compile reports on progress and status of programme activities according to an agreed schedule
RAID Management Process; Ensure all RAIDs are captured and that all required information is captured when RAIDs are submitted
Plan Management; Ensure, through follow-up with project and programme leadership that plans are updated in accordance with the agreed schedule
Document Management; Ensure efficient version control of key documentation
Change Control Process; Serve as the repository of change requests as well as co-ordinate impact assessments required for the change requests
Project Finances; Compile project finances as submitted by project managers and aggregate to Programme Level on an agreed periodic basis
- Communication point between the customer and the assigned team, training and documentation.
- Managing projects starting with the requirements gathering phase and ending with the delivery of the website to the customer.
- Supervise the work of the assigned team and follow up on the schedule.
- Report all projects handled to the Team Leader.
- Hold meetings trying to solve any existing problems.
- Writing tasks and sending them to team members.
- Writing minutes of meeting.
- Client follow-up and attention by phone, email, and visits.
- Manage work between coordinators and development teams to ensure highest quality of work and in minimum time.
- Supervise the work of developers, designers, data entry, and business development teams in coordination with the schedules.
Conducting labs for the undergraduate cmputer science and IT courses such as Java, Oracle and Assembly.
Help students get better grades by organizing and giving learning tips.
Programming in C# training course instructoe.
A developer for a web application, an interface to a vehicle tracking system that uses the received position via email or SMS and draws the track traveled on an online map.
A software developer for a windows application, E-Library system, user interface using C#.NET
GPA 3.94 Honor student of computer and electrical engineering department at NYIT.
GPA 3.52 A prize worth of 450 JD (corresponding to 30 credit hours) as a partial scholarship in recognition of good work
GPA 96.7% •Achieved the fourth place on the national level in the DELF (Deplome D'Etude de Langue Francais) levels 1and 2, and the seventh for levels 3 and 4