ITIL Expert
National Information Centre, Ministry of Interior
مجموع سنوات الخبرة :20 years, 6 أشهر
I am currently working in NIC as ITSM consultant who is responsible for developing, implementing and improving the ITSM processes based on the ITIL framework and ISO 20000 standard.
Key Accountabilities & Responsibilities:
• Problem Management Process Manager.
• Incident Management Process Manager.
• Service Request Management Process Manager.
• Good experience at ITSM tool enhancement .
• Conduct process assessments.
• Prepare and implement the remedial plans to cover the identified gaps.
• Manage the assigned processes and ensure they are aligned with ITIL best practices and ISO 20000 standard.
• Working closely with the other processes managers to integrate their processes together.
• Managing assigned processes proactively.
• Developing KPI’s, metrics and measurements for process improvement.
• Defines KPI's and metrics to be used to measure the function performance.
I moved during that period to the business and services sector to try to combine knowledge in IT and business field.
Actually, I got excellent experience at how to deal with customers’ requirements . The knowledge that was perceived through implementation of communication skills, convincing skills, time management, respect for other people's time and deal with the pressures of work .
I was team leader responsible for private customers by satisfying their requirements, increase their savings, selling to them, encourage to use our services and attract new private customer . This boosted my leadership skills, Management and planning to achieve goals .
This period was the basis that gave me an excellent experience in service management beside IT background which motivated me to start to learn ITIL best practices .
I was in a position to reach potential customers that my company interested to do business with, in order to attract a wide range of customer i had visited many countries to establish a business with big companies then brought their technologies to KSA. This opportunity was very beneficial for my company to see their business trend is increasing as well as the growth of projects which was delivered, This had led the company to gain an extraordinary reputation is Saudi Arabia market.
I worked in conjunction with Network Engineers to support companywide communication needs. Troubleshoots network usage and issues, supports help desk analysts, resolves connectivity issues, and maintains data and telecommunication connections.
I gained good expertise with varied products such as Cisco and hardware firewall solutions.