وليد زهير

International Turnkey Systems - Global
Playing multiple roles as part of the Service Delivery Management unit utilizing the perspective of wearing different hats (customer, vendor
and system integrator)
- Business Technical & Functional Development (R&D):
Managing Corporate wide Service Catalog portfolio, producing more 300 Servitized products across different disciplines to cover
industries of Banking, Telecom, Oil and Gas, Information Security, Big Data, Private Cloud and Education technologies,
- Service Management and Assurance:
o Escalation Management: managing the escalation practice of supporting more than 250 customer banks regarding the ITS
banking product (Ethix) across different support levels and products (Phoenix, IBS, Tradewind, SMS, IFX, Single Access,
interfaces, and onsite) utilizing support teams of over 200 engineer and 20 focal manager across five continents,
o Preventive maintenance Management,
o Consultation and Supervision of International Standards Frameworks of ISO 27001:2013, ISO 20000-1:2011, ISO 22301:2012,
COBIT 5, CMMI Level 5 for three streams: services, Banking application development and Global Delivery Center (GDC),
- Governance and Compliance Management: Alignment of service catalog designs with 20000-1, 27000-1 Information Security controls,
23000, TIKIT+, CMMI Level 5 standards requirements,
- Risk assessment, Business Impact Analysis, and Gap Analysis: for major multinational bank (Egyptian subsidiary) - in order to plan for
datacenter Relocation and Migration Project:
o Conducting Risk Assessment, Business Impact, Gap Analysis and Relocation and Migration Plan Framework as the Business
Service Consultant,
o Evaluating the bidders and overseeing the contractors execution activities,
- Bid Management:
As a bid manager accountable for the bidding activities life cycle for multinational mega budget tenders involving numerous vendor
involvements, including but not limited to
o Kuwait based Tender - Paperless Office Solution (POS): a nationwide 50 Million U.S Dollars tender with over 30 technology
domains, 20 world class technology vendors and heavy system integration,
o Abu Dhabi based Tender - Engineering Systems and Servers procurement: with an estimate budget of 20 Million dollars,
and system integration between more than 5 vendors,
o KSA based Project - Small size stock market enterprise managed service solution with wide range of infrastructure security
focus,

Service Management, Supervisor for Raya Holding - Global
2007 - 2009: Datacenter Operations, Management Consultant for Cairo Airport International Company (CAC)
2004 - 2007: Computer Center, Manager for Technical and Vocational Training Corporation - KSA

Raya Holding - MEA (Egypt, KSA, Lebanon, & Dubai)
Accountability for corporate wide strategic project implementation into a success story, in addition to Supervising technical support, service
management duties.
- Strategic Management:
o Operations Budget Preparation and Capacity Planning (CAPEX & OPEX),
- Technical support Management:
o Team of 25 Engineers (in a hybrid delivery model: in-field & remote operations).
o Installed base of:
 More than 45+ shop/ Point of Sales (POS),
 3 Distribution Warehouses and
 Headquarters of & remote customers of more than 2500 headcount,
- Implementation, rollout & Support Management: Corporate wide - BMC Remedy 9 to MangeEngine service desk and CRM solutions,
- Service Management:
o Service Level (SLA & OLA) Design, Monitoring and enforcement,
o Escalation Management,
- Hiring Process:
o Selection of best match candidates in alignment with the HRM corporate practice,
o Introducing internship program to offload the seasonal spike operational requirements as well as participating the in the
corporate social responsibility (CSR) program,
- Infrastructure Installed base: MS windows server 2003/2008, MS System Center, MS Dynamics, Microsoft Exchange 2003, 2007 and 2010,
ISA 2004/6 and TMG, CISCO backbone, ASR and cube routers, NAC, Oracle financials on Sunfire servers, SharePoint collaboration
portals, Service Desk Plus (SDP) ticketing system, BMC Remedy Business Process Automation, Windows 7 deployment project, Websense
email antivirus, VDI Citrix XENDesktop, Infrastructure virtualization VMware Vsphere and Private cloud load balancing VMotion, IBM
Guardiam PCI compliance Hardware and solution,

Technical and Vocational Training Corporation - KSA
Initiating of a new temporary location for the faculty branch as for the infrastructure and Business Process layer; Coordination and Acceptance
of the final location (90 Million USD Technology project)

Information Security, (First lieutenant R.) Officer for Information Warfare Department USD - Egypt

Information warfare research, Risk Assessment for AIX systems, vulnerability scanning, cybersecurity thesis (safe browser), PGP implementation.

Systems - Multinational
2011 - 2012 : Superintendent, ICT Technology Department for Centamin Gold Mining - Multinational
2009 - 2011 : Supervisor, Technical Support department for Raya Holding - Multinational
2007 - 2009 : Management Consultant, Datacenter Operations for Cairo Airport International Company - Egypt
2004 - 2007 : Manager, Computer Center for Technical and Vocational Training Corporation - KSA
2000 - 2004 : Officer - Information Security for Information Warfare Department USD - Egypt
MERITS
Prince of eastern province KSA (Technology Leadership) • Experts-exchange
(Guru of the Month) • TVTC KSA (Effective Management) • ESLSCA Business
School (Excellence with honors, 3rd Position)
MEMBERSHIP OF PROFESSIONAL BODIES
PECB (2017), RICI (2017), ISACA (2014), Experts-Exchange (2005), EES (2000)
HOBBIES & BIO
Travelling, Sightseeing, Meditation, Writing, Pipe Smoking, Cooking & Family
Time • 11th June, 1978 • Married +3 • Completed Military Services with
excellence (F.L. InfoSec officer)

Graduation Project Supervisor in coordination with chamber of commerce in eastern province, Infrastructure renewal for KSA army base
at Hafer EL Batin - Project,
- Over 300 Node and 900 users,