COUNTRY TECHNOLOGY MANAGEMENT, HEAD
Standard Chartered Bank
Total years of experience :26 years, 10 Months
Currently direct IT service delivery for an organisation with 500 staff members, 20k customer accounts, and a $2MM USD annual budget. Guide the overall technical strategy and technology services to ensure proper management of business service level agreements (SLAs).
Be an interface between country stakeholders and various technology domains viz. country support service & systems, Network, Application maintenance & support, identity and access management (IAM), Information Technology Services Center (ITSC), Development, etc. to ensure country organization requirements are delivered and represent country technology in Regulatory forums as needed.
Identify opportunities to improve service delivery and to develop staff members through training.
Oversee the timely delivery of key projects, from planning to completion milestones. Navigate opportunities to control costs and increase quality outcomes. Collaborate with outside agencies and supplies to ensure proper supply management.
Projects included:
• Electronic Cheque Clearing System upgrade Project - Central Bank of Jordan
• PCI DSS (Payment Card Industry Data Security Standard) control objectives compliance deployment Project - Central Bank of Jordan.
• RTGS new Real Time Gross Settlement System Migration Project - Central Bank of Jordan.
• Data Network Revamp and PBEC Firewall (HW/SW) Migration Project.
• Main Head Office Renovation Project covering all technology related matters and security standards requirements
• Country Data Centre Renovation to provide Tier 1 / 2 facilities with latest approved group Data Center standards
• Operating System Windows10, and Windows Server 2016 Migration Project
• Develop and install Electronic Bill Payment service (eFawateercom) over online Banking
• HP Unix to Linux OS Migration Project
• ATMs/CDM Windows XP to Windows 7, 10 Migration Project
• AVAYA PABX and Recording System Replacement & installation Project
• EMV (Europay MasterCard Visa) deployment Project
• Credit Bureau implementation Project
• COBIT5 & COBIT 2019 assessment & deployment Regulatory Project - Central Bank of Jordan.
• Enhanced Security Control for Automatic Teller Machines (ATM)
• ATM regulatory latest controls and Security Standard - Central Bank of Jordan.
• Credit/Debit Card PIN mailer free implementation & migration
• Right fax migration
Led the daily operations of IT systems and directed the current technical strategy, while reporting the IT Regional Head and Chief Executive. Managed 300+ internal users distributed in 8 branches, including 300+ desktops, laptops, and workstations. Supervised 5 technical staff members to manage ~40 servers. Maintained desktop applications, LANs, IT security, and telecommunications. Responsible for hardware and software purchasing and installation, maintenance and support as well as systems and software auditing. Oversaw the internal & hosted network infrastructure including: firewalls, servers, switches and telephony.
• Supported and maintained hardware/software for ATMs and Deposit Cash Machines (CDM/BNA).
• Ensured uninterrupted performance of the telephony system to guarantee effective communications across all branches at all locations.
• Migrated 300+ PCs (laptops and Desktops) from Windows 2000 to Windows 7; migrated25+ servers from Windows 2000 to 2k3 within 1 month and saved $8000+.
• Renovated the head office floor and reduced the approved budget of the project by $20k by using existing devices instead of purchasing new ones.
• Proposed automated solutions for some manual processes used by the operations staff, increasing the efficiency and accuracy, while also saving time for those designated processes.
Delivered exceptional support for IT services, including desktop PCs, laptops, PDAs, IP telephony, meeting room video conferencing and office printing. Performed routine maintenance jobs, database backups, and security management. Installed and configured computer systems, using different build technologies. Responded to incoming calls from clients, processed emails and logged call details. Diagnosed and resolved hardware, software, and end user problems. Worked on large scale storage and backup systems. Provided secondary support for LAN administration. Supported surrounding systems (bank applications) as well as ATMs.
• Rolled out multiple software updates and patches.
• Assigned work to junior staff and trained new staff member in proper practices.
• Build, Supported and maintained hardware/software for servers, PCs, Printers, etc.
• Provided first support for local applications and EUC.
IT support engineer with extensive practical experience of working with computers and resolving any support issues that are raised to the service desk.
Responsible for the installation and maintenance of IT equipment including (but not restricted to) printers, scanners, X-terms and workstations. Supporting customers using remote access technologies and also by visiting client sites.
Ensuring user notification of maintenance requirements and system availability.
Maintaining confidentiality with regard to the information being processed and also providing on-the-job training to new department staff members.
Duties:
• Diagnosis of desktop, application, networking and infrastructure
issues.
• Responsible for diagnosing & resolving hardware, software & end
users problems.
• Installing and configuring computer systems using different build
technologies.
• Experience of supporting a wide and varied client base.
• Troubleshooting PC’s, Laptops, Printers and mobile devices.
• Providing 1st/2nd line support to users.
• Answering incoming calls from clients, processing emails and
logging calls.
• Administering the IT department’s policies and procedures.
• Installation and support of telecommunication equipment.
• Maintaining a log of all problems detected and system back ups
• Responsible for maintaining backups and for project work such
as new builds.
• Working closely with software suppliers to resolve operational
issues.
• Working with Windows servers & applications within a mixed OS
environment.
• Working on large scale storage and backup systems
• Working within a TCP/IP network environment.
• Supporting Surrounding systems (Bank Applications)
• Escalating and identify any critical issues.
• Supporting customers using remote access technologies and
also
by visiting client sites
• Responsible for supporting: Windows NT/2000/Office 97, Backup
products,
• Anti-Virus products.
• Provide secondary support for LAN administration
Computer services & support engineer with practical experience of working with Computers Support Services, provide technical assistance to computer system users.
answer questions and resolve computer problems for clients in person, via telephone or from remote location.
Also provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Duties:
• Responsible for the installation, assembling and maintenance of
PCs, Laptops, equipment including printers, scanners &
supporting customers thru visiting client sites.
• Meeting customers face to face and handling & prioritizing
problems
• Responsible for diagnosing & resolving hardware, software & end
company’s clients problems
• Installing and configuring computer systems using different OS
build technologies.
• Provided all required support, including preventative, predictive,
and corrective maintenance, to Computer (PC & Laptop)
equipment.
• Troubleshooting PC’s, Laptops, Printers, Scanners, and
Computer Accessories.
• Responsible for supporting: Windows 95/98/2000 / Office 95/97.
• Maintain & configure Internet Connections & related matters.
Ensuring user notification of maintenance requirements and system availability.
Maintaining confidentiality with regard to the information being processed and also providing on-the-job training to new department staff members.
Duties:
• Maintenance of computers, email, internet, application, and
network security systems.
• Front Office Interfaces and Data Provision / Delivery
• Responsibility for company IT security
• Providing telephone and desktop support
• Forecasting any needed technical improvements
• Budgeting for and implementing any changes
• Maintain site licenses for department/organization
• Produced informative, well-organized presentations to senior
management
• Backup and disaster recovery plans
• Process all account sales reports.
• Training and supervising the new staff.
Computer Engineering.