Service Security

Ramzi Hachani

Email: *********@********.***

Address: *** * **** ** *** 43A

City: New York

State: NY

Zip: 10019

Country: USA

Phone: 646-***-****

Skill Level: Management

Salary Range: $90,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Ramzi Hachani

260 W 54th St Apt 43A New York, New York, USA 10019

Home: +1-917-***-**** ************@*******.*** Cell: +1-646-***-**** or +39-340-***-****

IT Service Management Professional

Highly accomplished ICT professional with hands-on, progressive experience directing the demands of complex projects, developing innovative solutions, providing technical expertise, and formulating strategies to mutually support both organizational and industry objectives related to IT infrastructure, service provisioning, and security. Skilled technical leader; able to provide critical roadmap to leverage available and emerging technologies to drive technology and service improvement initiatives. Proficient at identifying potential problems and offering alternative solutions; able to provide technical support and initiate process improvements that facilitate optimal performance, ensure regulatory compliance, and mitigate risk. Establish positive relationships, which improve teamwork and cohesiveness across diverse teams and business customers.

Core Competencies:

Project Management

Internal Systems & Control

IT Governance & Policies

Information Security Initiatives

Standard Policies & Procedures

Relationship Management

IT Service Management

Process Improvements

Team Leadership

Professional Experience

United Nations 2004 Present

Chief, IT Service Management Brindisi, Italy (2010-Present)

Manage customer needs and align them with the organizations service offerings. Implement agreed changes in the production environment and ensure the availability of services in the agreed scope and on the agreed service levels. Review service performance with service owners and technical support managers and document deviations from agreed service levels, and examine the need for change and improvements. Regularly evaluate external vendors' service levels, vendor related-risks and future service needs. Participate in planning and preparation of the budget, work program and spending plan. Prepare inputs for the work unit of the Section, determining priorities, and allocating resources for the completion of outputs and their timely delivery. Key Achievements:

Developed and standardized 12 offerings of services that make up the organizations IT service catalogue detailing service level expectations and costs for recovery purposes

Updated and renegotiated service level agreements with 3 customers from UN agencies, funds, and programmes

Information Security Officer New York, NY, United States (2008-2010)

Manage all aspects of departmental information security; develop policies and procedures based on established international standard ISO 27000 series. Conduct risk assessments in order to effectively identify existing and potential security vulnerabilities; devise appropriate security controls to reduce information security risks. Develop and assess information security specifications, Request for Proposals (RFPs), Statements of Work (SOWs) and cost proposals for procurement and contractual services. Provide technical expertise and guidance regarding Information Communication Technology (ICT) security projects and systems. Analyze security of desktops, servers, networks, and various other technologies to ensure appropriate security measures are in place including security lockdown, logs, and patch activities. Key Achievements:

Instrumental in developing and implementing departmental information security policies, procedures, and standards; instituted industry best practices and information security awareness programs.

Developed informational brochure, poster, and presentation targeted toward promoting the user awareness campaign on information security.

Regional Information Technology Coordinator Kinshasa, Congo DR (2006-2008)

Held full accountability for planning, coordinating, and implementing all telecommunications and information technology systems within the MONUC western region. Served as Technical Liaison; provided guidance and support regarding ICT policies/ procedures. Coordinated cabling and renovation of network infrastructure for several sites throughout the western region. Oversaw ICT equipment management; ensured each site possessed minimum ICT services required including radio channel, DHCP, email and data server, and access to MONUC/ DPKO Intranets and UN applications. Negotiated win-win agreement between ICT Section Chief and Regional Administrative Officer; defined reporting lines of ICT personnel. Recruited and supervised 140 staff members. Key Achievements:

Spearheaded setup of 2 state-of-the-art Data Centers in Kinshasa and Entebbe; planned and coordinated implementation of ICT systems.

Formulated several standardized policies in accordance with ITIL best practices, specifically related to service/ help desk operations as a single point of contact.

Streamlined efficiencies by spearheading rollout of call tracking systems and escalation procedures that included three levels of support.

Server Support Unit Supervisor Monrovia, Liberia (2005-2006)

Managed centralization and redeployment of servers into secure data centers, ensuring business continuity and user productivity to improve response times and ensure data consistency and redundancy of network services. Enforced rigorous desktop and network security standards through ADS Group policies. Provided second and third-level support. Coordinated with other IT unit supervisors during deployment phases; relayed standard procedures, provided detailed solutions to issues, and maintained FAQ database. Documented standard procedures. Supervised team of 6 systems administrators. Key Achievements:

Spearheaded numerous server recentralization projects, which improved service response times.

Proposed replacement of email system from Lotus Notes clients to webmail to reduce number of help desk calls and servers, which facilitated server deployment in secure data centers.

Instituted several key standardization initiatives including user account creation, and naming conventions for server at desktop hostnames.

Strengthened network security by utilizing AD Group policies.

Improved data replication and mail routing between Domino servers by using server clustering and TCP/IP port compression.

Collaborated with other departments to design and develop new data center.

Information Technology Regional Coordinator Monrovia, Liberia (2004)

Coordinated deployment of complete ICT services package in the southern region of Liberia. Developed deployment plans, coordinated Ethernet cabling of buildings, implemented telephone exchanges, and deployed Windows 2000 servers, email servers, and proxy appliances. Communicated with military, civilian police, and other staff members to evaluate requirements and clarify expectations and challenges. Mentored and trained local ICT staff members. Key Achievements:

Successfully deployed full communications in 8 locations, enabling users to collaborate via email, Intranet, telephone and radio; completed project within 4 month despite adverse conditions.

Communicated and executed headquarter directives; ensured adherence to specific mission objectives.

Information Technology Officer, Logistics Base Brindisi, Italy (2004)

Actively participated on Mission Start-up Team; coordinated training, communicated with managers regarding progress reports, and organized meetings. Key Achievements:

Selected to develop proposal for standardized Domino Naming Convention for all DPKO missions, which is currently being utilized in several missions.

Participated in mock start-up deployment of mission, from Cisco routers and switches to Windows 2000 running on HP servers and applications that run on them.

F-Secure Online Solutions San Jose, California 2001

Sales Engineer

Performed onsite product demonstrations to prospective customers. Accountable for setting up lab, training users, providing documentation, and delivering follow-up email and phone support. Led product enhancement and customization projects. Performed all aspects of software project planning including requirements definition, feasibility, and milestone tracking. Supervised 3 team members. Key Achievements:

Deployed F-SOSs personal security solution to 4 ISPs within the U.S. and Canadian markets in 6 months.

Increased deliverability and saved 30 days in software development time by assuming software packaging and distribution tasks, which cut customization from 3 weeks to 2 days.

Dramatically improved product by collecting customer improvement and customization requests.

Experts-Exchange San Mateo, California 2000 2001

Information Systems Manager

Managed all aspects of IS departmental team members and budget. Built and maintained corporate website, database, email system, internal and external network, and VPN connections to remote offices. Evaluated and recommended software and equipment focused on long-term benefits. Tested and rolled out updates and upgrades to website and database, ensuring 99.99% uptime. Interacted with vendors; requested RFQs and RFIs, performed market analysis and technical evaluations, signed contracts, and established SLAs. Recruited, trained, and supervised team of 5. Key Achievements:

Implemented firewall and reverse proxy in order to protect website from hacker attacks and ensure stability and security.

Designed and maintained IT infrastructure internally, at remote offices, and at hosting facilities.

Deployed VPNs between company headquarters and remote offices.

Collaborated with web developers to migrate website platform from CGI-based to JSP-based.

Early experience included Network Administrator (International Data Group San Mateo, CA),

and IT Specialist (IBM Global Services San Jose, CA)

Educational Background

Bachelor of Science in Management Information Systems

Institut Superieur de Gestion de Tunis, University of Tunis Le Bardo, Tunisia

Professional Development

Project Management (PRINCE2 Foundation and Practitioner Certificates) ~

IT Service Management (ITIL 2011 Foundation and Service Operation Certificates)

Technical Proficiencies

Platforms: Windows platforms, Linux platforms, Intel-based servers

Tools:

Microsoft Office Suite, Microsoft SharePoint, Lotus Notes/Domino, Websense Proxy Appliances, MS SQL, Veritas NetBackup, MS Project, salesforce.com, Apache, Tomcat, sendmail, MySQL, Siebel CRM, OTRS

Languages: Fluent in English, French, Arabic, and Italian

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