IT Services Support Manager
Dubai Roads and Transport Authority (RTA)
Total years of experience :24 years, 3 Months
Directed the operations, enhancements and maintenance of corporate IT applications landscape in line with enterprise architecture and other IT standards with the aim of serving the technology needs of RTA and enabling effective IT operations.
Delivered outstanding guidance in the implementation of IT strategy, IT software, IT Projects, and IT policies, procedures, and standards. Managed projects, developed team, and monitored system performance on a daily basis.
• Created a new department (Management Information Systems (MIS)) by identifying team members and creating policies, practices, methodologies, and culture.
• Increased the number of IT tickets resolved on a weekly basis by 60%, as a result of ticket tracking improvements.
• Developed strong relationships with the business in performing IT business analysis, implementing IT solutions, completing IT projects within budget, on-time, and without scope creep.
• Collaborated with end users on creating and delivering business requirements and working closely with key stakeholders to solve business problems.
• Oversaw business application teams, system analysts, and database administrators; implements disaster recovery program for core systems.
• Managed vendors’ contributions, including deliverables, timelines, progress, and provides leadership in removing obstacles when necessary.
• Introduced a new business technology for reporting and dashboards (Oracle BI Publisher).
• Reduced project costs by 50% by applying diligent project management practices in attending to milestones through the planning, resourcing, implementation, and tracking for a Human Resource Management System (HRMS) from start to finish.
• Defined and implemented SLAs to improve IT performance and resolve issues, resulting in a decrease in issue resolution by 2 hours.
• Exceeded expectations by initiating and managing a team to complete data clean up.
Delivers IT strategy, policies, procedures, and standards. Manages IT teams, the IT solution portfolio, business requirements, and IT projects.
• Oversaw IT business requirements, interfacing with all levels of the organization, and working closely with end users to define, and validate requirements.
• Managed, motivated, and promoted high performance for IT business analysts delivering IT solutions implementations, IT projects, budget preparation, and related activities.
• Delivered comprehensive oversight to proposed and established IT projects including potential facilities, feasibility, impact, cost, possible alternatives, compliance dimensions, funding restraints, environmental, and economic impacts.
• Produced seamless IT work procedures by creating content, recommended changes, and updates to IT policies and standards applicable to the agency.
• Contributed requirements related to IT infrastructure, and to planning sessions with key stakeholders in proactively planning for future growth.
• Alerted key stakeholders of any reported performance bottlenecks; participated in emergency sessions for removing obstacles to performance and followed up with key stakeholders on the outcomes.
• Oversaw the schedules and prioritized tasks of IT projects, including cross agency initiatives, removed obstacles, communicated progress to key stakeholders.
• Mentored IT employees and delivered advice on career development plans.
• Collaborated and managed IT consultants and vendors working on implementation projects.
• Engaged key stakeholders from corporate support services, representatives, and team managers on present and future IT infrastructure events.
Oversaw Geographic Information Systems (GIS) projects, delivering a global vision and leadership formulation, evaluation, and implementation of IT Solutions.
• Selected resources and developed organizational processes for a GIS department consisting of 7 employees.
• Managed application and development teams, focusing on implementing an Oracle ERP application, in addition to numerous web-based applications.
• Performed outstanding project management by developing and monitoring project plans and schedules, selecting resources, assessing and communicating progress, identifying and resolving risks, and completing on-schedule without cost overruns.
• Assessed GIS yearly requirements, advised executives on solutions, effectively and efficiently facilitated end users and key stakeholders to achieve goals.
• Complied with budget guidelines in monitoring transactions, managing procurements, and expenditures; reduced licensing expenses by 30%.
• Authored, deployed, and monitored compliance of GIS policies, standards, and procedures, within budget guidelines.
• In consideration of project cost accounting, system design, test design, programming and implementation resources, oversaw the software selection for meeting business requirements.
• Designed, modeled, and provided technical support to geodatabase applications using a variety of development tools and languages; managed database security with automated data backup and restoration procedures.
• Maintained maximum network performance by contributing excellent support and guidance to end users.
• Reduced the time to produce a site plan from 3 working days to 2 hours by improving and streamlining processes and approvals.
Provided oversight to the successful implementation of a GIS project that was delivered on-time and on-budget, in compliance with company standards.
• Performed mapping of GIS requirements and delivered the logical and physical data modeling for multiple GIS projects; evaluated projects for data integrity and provided continuous oversight for the maintenance of the GIS databases.
• Negotiated agreements with contractors, while maintaining competitive pricing, performing yearly cost reduction activities, and at the same time, monitoring delivery performance.
• Directed the use of GIS software that promotes data to provide ground utilization, ground cover, ecological considerations, road and rail networks, and political limitations.
• Delivered required system enhancements and modifications, maintained up-to-date documentation in accordance with company policies.
• Created and implemented new and enhanced reporting structure resulting in early identification of testing faults to minimize risks to business.
• Extended system administration and helpdesk support to include software and hardware installations, maintenance, upgrades, troubleshooting and support.
• Consistently delivered rapid, outstanding service and support resulting in a high level of customer satisfaction.
• Liaised internally across departments to ensure that tasks are executed faster and in accordance with set procedures. Developed innovative ways for second-level support to interact with customers and remain in the loop.
• Provided overall technical hardware and software support including installation and configuration in compliance with organization standards.
• Troubleshot software and hardware failures and identified network problems, responded to inquiries, supported users in the use of computer equipment by providing necessary training and advice