IT Manager (Operation Team Leader)
Gulf Finance House
مجموع سنوات الخبرة :23 years, 9 أشهر
GROUP HEAD OF OPERATION INFORMATION TECHNOLOGY
Solutions-oriented information technology (IT) professional with a strong history of building and implementing workflows and systems that generate cost savings and overall revenue growth. Highly knowledgeable about best practices in the IT field and credited with thinking outside the box to drive solutions that meet user needs. Proven accomplishments leading staff in optimizing overall IT operations, implementing Information Technology Infrastructure Library (ITIL) processes, and delivering projects on time and on budget.
CORE COMPETENCIES:
• Strategic Planning & Analysis
• Budget Development
• Systems Launch & Implementation
• Project Management • IT Operations Leadership
• Client & Vendor Relationship Management
• User Training and Support
• Financial & Compliance Reporting
PROFESSIONAL EXPERIENCE
• Executes overarching strategies and budgets for increasing the capacity of IT infrastructure, staff, and processes at a leading investment bank.
• Directs nine staff, including developing annual goals, overseeing training programs, and conducting performance evaluations.
• Maintains a working knowledge of international trends in IT operations and collaborates with the Head of IT to implement groundbreaking processes.
• Fosters relationships and negotiates agreements with customers, vendors, and executive management.
Key Achievements:
• Identified and implementing cost-savings measures for IT processes and technologies that resulted in a major reduction in IT operating expenses.
• Implemented ITIL Framework processes within the IT department to increase overall service capacity and streamline key procedures.
• Entrusted to resolve escalated issues, effectively resolving 99% of incoming issues within 48 hours.
• Played a critical role in strategic projects, including managing the IT Steering community and improving IT governance policies and procedures.
IT Officer, 2002 - 2007
• Oversaw core operations for internal networking and IT support, administering the budget and ensuring facility operations remained at 100% operating capacity for over 450 daily staff members.
• Managed service desk operations, directly supervising five staff in identifying root causes of issues and effectively resolving all incoming problems.
• Assessed service desk operations and executed strategic initiatives that optimized operations while increasing consistency of service.
• Monitored and maintained the key data center, onsite/offsite equipment, software and licenses, and network security across the organization.
Key Achievements:
• Managed 55 rollouts of new systems, from designing rollout plans that minimized downtime to installing software and equipment.
• Selected to develop scalability and redundancy plans for executive management, demonstrating expertise in long-term IT solutions and strategies.
• Dramatically reduced turnaround time at the service desk after initiating methodologies and training that increased capacity of technicians to resolve issues during the initial call.
• Decreased overall risk to the business with an improved reporting structure that targeted potential product faults in early stages.
GRANDLAYS BANK, Kingdom of Bahrain 2000 - 2001
Executive Training
• Executed strategic initiatives to drive growth across customer-facing bank operations, including serving up to 600 customers daily during bank transactions and IT support.
• Resolved customer issues and produced daily reports documenting solutions.
• Processed new accounts, deposits, withdrawals, and loans.
Key Achievements:
• Generated increased business by delivering high quality customer service to all clients during financial transactions and while resolving IT issues.
• Achieved recognition for effectively contributing to a call center project that decreased the turnaround time for inbound support calls.
Customer Service
• Handel day to day Customers visiting the bank
• Opening New account
• Signature verification
• Car, Personal and Housing Loans collection and opening
Teller
• Handel daily ATM operation
• Handel day to day Customers deposit and withdrawal
• Produce end of day reports and reconciliation process
• Daily Vault inventory
IT Operator
• Handel all support request related to the following;
• Core Banking support calls and monitoring
• ATM operation monitoring
• Produce end of day reports
• Worked on Customer calls center project
Marketing & Collection
• Worked on Al Hasad Marketing project
• Market the bank products like; VISA/Master Cards, Al Hasad Saving Certificates, Loans, etc
• Call customer with overdue payments