Mohammed Shilmy Mohammed Yoosuf

Managed full IT transition programme encompassing IT infrastructure, cybersecurity, Microsoft 365 (M365), Disaster Recovery & Business Continuity (DR/BC), Microsoft Dynamics 365 (D365) ERP, CRM, and other enterprise applications.
Supported D365 ERP and CRM implementation for a new entity under HQ, providing Application Support across requirement gathering, UAT, and pre-go-live stabilization phases.
Gathered and documented business requirements, performing Fit-Gap Analysis to align system functionality with business processes and operational needs.
Coordinating User Acceptance Testing (UAT) — managing test scripts, defect tracking, vendor collaboration, and fix validation to ensure deployment readiness.
Acting as key liaison between business users and technology vendors to manage change requests, issue resolution, and configuration updates.
Producing end-user training, user manuals, project documentation, and PMO-compliant status reports and dashboards for stakeholders.
Led end-user training sessions and produced user guides, technical documentation, and knowledge base articles to support knowledge transfer.

SME consultancy driving operational performance across diverse industry sectors.

⎯ Led end-to-end Salesforce CRM implementation, ensuring alignment with business objectives,
operational requirements, and process improvement initiatives.
⎯ Collaborated with senior stakeholders and cross-functional teams to gather, analyze, and
document business and functional requirements, define scope, and prioritize deliverables.
⎯ Managed the full project lifecycle including planning, execution, UAT, deployment, and post-go
live support in accordance with PMO governance standards.
⎯ Facilitated User Acceptance Testing (UAT), coordinating with business users to validate
functionality, manage defects, and ensure deployment readiness.
⎯ Planned and executed system deployment and go-live activities, ensuring minimal operational
disruption and successful user adoption.
⎯ Conducted user training and change enablement sessions, supporting smooth transition and
effective utilization of enterprise systems.
⎯ Managed third-party vendors, technology partners, and SLAs ensuring contractual obligations,
delivery timelines, and service quality standards were met.
⎯ Delivered executive-level reporting on project milestones, KPIs, risks, and mitigation plans to
support informed decision-making.
⎯ Ensured compliance with IT governance, PMO standards, policies, and documentation protocols,
supporting audit readiness and quality assurance.

⎯ Led end-to-end IT project lifecycle management, driving digital transformation initiatives from
planning and scoping to execution and closure, ensuring alignment with business goals and strategic
IT objectives.
⎯ Developed comprehensive project plans, including scope, timelines, budgets, and resource
allocation, ensuring alignment with organizational strategies and optimizing project efficiency.
⎯ Led cross-functional teams (software developers, designers, testers) and ensured task delegation,
setting clear expectations, and tracking performance using Agile, Scrum, and Waterfall
methodologies, adapting to project complexity.
⎯ Defined and managed project scope, mitigating scope creep, and managing change requests to
ensure delivery within budget, on time, and in scope, while aligning with business objectives.
⎯ Managed stakeholder communication, providing updates on project progress, risks, and changes,
ensuring full transparency between internal and external stakeholders.
⎯ Monitored project budgets, ensuring cost control, adherence to financial targets, and optimizing
resource allocation to meet project deadlines.
⎯ Created and maintained comprehensive project documentation, including project plans,
schedules, status reports, change requests, BRDs, and functional specifications, ensuring
transparency and governance compliance.
⎯ Implemented risk mitigation strategies by identifying potential risks early, developing contingency
plans, and ensuring compliance with governance and regulatory standards.
⎯ Managed vendor relationships, ensuring SLAs were met, tracking deliverables, and resolving
issues to ensure timely, high-quality delivery of solutions.
⎯ Facilitated continuous improvement by reviewing post-implementation feedback, optimizing
workflows, and incorporating lessons learned to improve future project delivery and execution.

⎯ Led ERP customization and integration projects across 22 subsidiaries within the DSI Samson
Group, aligning digital and ERP initiatives with business strategies and operational goals, acting
as the primary liaison between IT and business stakeholders.
⎯ Translated business requirements into actionable development plans, ensuring clear
communication between internal business units and technical teams to address both
operational needs and strategic goals, ensuring stakeholder approval and budget alignment.
⎯ Coordinated the testing, training, and rollout for custom software modules, ensuring quality
assurance and maintaining project documentation throughout the project lifecycle.
⎯ Developed and tracked detailed project plans, managed project scope, timelines, budgets, and
resource allocation, ensuring timely delivery of IT projects in alignment with business goals
and digital transformation initiatives.
⎯ Managed vendor contracts, performance, and SLA compliance, ensuring timely delivery of
integrated IT systems and services that support business needs.

Provided 24/7 support for high-availability enterprise systems, ensuring minimal downtime and consistent system performance.
Diagnosed and resolved software errors and bugs, collaborating with development teams to deploy timely fixes and patches, improving system reliability.
Managed incident lifecycle, ensuring timely resolution and adherence to SLA requirements through ticketing systems and escalation procedures.
Supported system integrations, working closely with cross-functional teams to ensure smooth application functionality and seamless deployment.
Collaborated with development teams to troubleshoot complex coding issues, improving system stability and performance.
Supported the integration of third-party systems, including PMS, ERP, and payment gateways, ensuring seamless data flow and business operations.

Provided System Acceptance Reviews for Installed Systems, Verifying Compliance with Applicable Performance Metrics and Compatibility Expectations.
Provided Day-To-Day Support to System Users and Advise User on Appropriate Action.
Conducted Research to Test and Analyze Feasibility, Design, Operation and Performance of Equipment, Components and Systems.
Streamlined Troubleshooting Processes to Improve System Support and Enhance Communication Between Support Team and End-Users.

Application and Customer Support (Supporting/ Troubleshooting/ ATM) and Operating AS4000 (ATM), Monitoring and Handling Related Operations.
Active Directory, Exchange Sever, Administer Servers, Desktop Computers, Printers, Security Updates, Patches and Operations.
Monitored Network Hardware Operations to Evaluate Proper Configuration and Set up Hardware and Software in Optimal Configurations to Meet Network Performance Requirements
Organized System Infrastructure Documentation and Operating Procedures, Strengthening Controls and Enhancing Overall Performance.

Prepares for customer inquiries by studying products, services, and customer service processes.
Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customers understanding of information and answer.
Records customer inquiries by documenting inquiry and response in customers accounts.

Maintaining Labs over 200 Workstations in Domain Environment with Printer Management, Supporting/ Troubleshooting Software and Hardware
Installed Technical Hardware and Software in Desk Side Support Environment and Deploying Clones & O/S Image Transfer.
Recorded Information Surrounding IT Malfunction and Failure to Assist Future Rebuilds.