Technology Manager / Professional

Dynamic Leader Collaborative Innovative Self-motivated

TECHNOLOGY MANAGER

Result-oriented, trusted, and dedicated ICT Operation / technology Manager with extensive management experience overseeing information and communication technology industry leading organizations, restructuring operations and leading cultural change to deliver enterprise excellence. Building relationships and influencing others around creative problem solving. Demonstrated ability to turnaround under-performing operations and to prioritize in a fast-paced environment with an ability to coach, mentor, and develop personnel. Merging many support functions through a new model of managed services project and reducing the operations spending by 15-20%.

Demonstrated achievements in:

oIT Projects Implementation and Operation

oManaged Services & Outsourcing

oNOC & SOC – Data Center Operations

oCustomer Relationship Management

oService Level Agreement Management

oDepartment Administration

oPerformance Metrics & KPI’s

oIT Service Management

oQuality Management, SDLC, ITIL, and eTom

oIncident, Problem, Configuration, asset, and SLA Management

With the following Soft Skills

o

Excellent interpersonal, leadership, excellent problem solving, organization & analytical skills. Escalation and Change Management with excellent communication skills. Resources Management. Attention to detail and sound judgment. Collaboration and Cooperation with cross functional units. Coach, Mentor, and train staff.

PROFESSIONAL EXPERIENCE

BUSINESS STRATEGIC PLANNING CONSULTANT

SAUDI ARABIA – RIYADH - SELF EMPLOYED SEP 2015 – JAN 2017

AECC, SysTech

Development of action and communication plans of seven initiatives for a group of companies selling and operating water plants and power stations

3 Months

Al Majal Al Arabi Group

Analysing the business requirements, challenges, and difficulties. Completing a SWOT analysis, and the development of a three-year road map for multi-services group of companies and issuing 17 initiatives and high level project plans to improve services and enhance the internal operations efficiency. Identifying and estimating the project budgets and duration

6

Months

STRATEGIC PLANNER AND PMO MANAGER

CORPORATE COMMUNICATIONS, SAUDI TELECOM. CO., SAUDI ARABIA DEC 2013 – SEP 2015

(Saudi Telecom. Co. is the largest Mobile, Landline, and Internet Service Provider in the Middle East)

Management & Operations

Leading the internal initiatives, issuing, and controlling six OpEx projects with a budget of 30 Million Dollars. Proactively, reducing the operation spending by 8%. Overseeing the planning, implementation and tracking of specific short-term and long-term projects from inception to completion. Controlling scoping, scheduling, project plan, and milestones of running projects. Leading a team of twelve planning analysts and project managers to manage and track six programs in branding, advertisement, and public relations. Ensuring the projects are implemented with full compliance with the company rules and regulations, financial processes, human resources management, procurement processes. Producing projects dashboard to ensure accuracy projects progress and financial status. Proactively, reduced the operation spending by 8%. Closing many issues with internal auditor and legal departments during 2015. Documenting projects documents and deliverables. Developing risk mitigation plan, KPI’s, and service level agreements SLA’s. Managing vendors, contractors, and suppliers & tracking performance.

Strategic Planning:

Developing business cases and presentations for budget approvals. Interacting with clients and partners and undertaking of missions, as may be required, to guide operational issues and consistent reporting. Following best practices and project management recommendations. Issuing the annual corporate communication and operational strategy plan Modifying six policies, fifteen processes, and automating twelve main corporate communication services, and issuing service catalog.

PROJECT MANAGER (IT EXPERT)

WHOLESALE MARKETING, SAUDI TELECOM. CO., RIYADH MAR 2011 – DEC 2013

Developing and signing five international operation partnership agreements with 30% increase in annual revenue

Preparing technical solution of Data Centre and Transmission Hosting Project”

Supporting all wholesale marketing, deals, sales, and system management teams

Developing services technical description, product details, and product pricing

Developing and issuing marketing communication plans and strategy

Launching the wholesale service catalog

DATA NETWORK & INFRASTRUCTURE SERVICES

INFORMATION TECHNOLOGY, SAUDI TELECOM. CO., SAUDI ARABIA AUG 2002 – MAR 2011

2002 – 2003

Started as a

Service Desk Expert

2003 – 2007

Data Network Planning Director

2007 – 2011

Data Network Operations Director

Remedy, BMC, HP Help Desk

1st Level and 2nd Level Support

Ticketing System Tracking

Incident, Problem, Configuration, asset and SLA Management

Data Center Infrastructure

Cabling and Optical Fiber

Architecture Design, Clients Services IP Telephony, Video Conferencing

- MPLS, IP Network, NMS,

- Servers Consolidation

- (17,000 users & 700 sites and Customer Service Offices)

- Maintenance Services

Managing the helpdesk operations and enhancing the first level support of IT Call Center. Ttroubleshooting techniques with a high focus on first call resolution

Customizing new support model, scope, KPI and SLA to enhance the operation performance to be fully managed services

Overseeing the day to day (24/7) operations of the NOC and SOC. Leading different operation teams (60+ Support and Network Experts)

Negotiating and approving a three-year Microsoft enterprise renewal agreement covering all MS products serving 17,000 clients, servers, MS Exchange with a total reduction of 23%

Merging the network managed services project to include clients PC’s, laptops, and IT peripherals with a total saving of 15%

Enhancing the security implementation and operations internal processes and getting Security Certification ISO 27001

Completing the implementation of problem and asset management modules and enhance the automatic escalation processes. Increasing the end user satisfaction by 40%

Managing the organization change project and mapping the new functions for 150 employees. Managing two consultations companies to implement this change

Keeping the data network operations infrastructure highly available > 99.99% including NSOC, IP telephony, internet, IP data network, and IP control systems

Developing in-house project management tool to support the PMs in updating projects progress and escalating issues

Managing the migration of data center servers, routers, load balancers, switches and 2500 users to a new data center

BANKING INFORMATION TECHNOLGY - SAUDI ARABIA – RIYADH

COMMUNICATIONS OFFICER

ARAB NATIONAL BANK

NOV 1990 – AUG 1996

PROJECT MANAGER

NATIONAL COMMERCIAL BANK

AUG 1996 – AUG 2000

OPERATION AND SUPPORT MANAGER

AL RAJHI BANK

AUG 2000 – AUG 2002

Arab National Bank is one of the largest banks in Saudi Arabia

National Commercial Bank is one of the largest banks in Saudi Arabia

Al Rajhi Bank is the largest bank in Saudi Arabia

oManaging network projects and requests with Saudi Telecom Company; the main mobile, land line, and internet service provider.

oMastering the projects of building new digital private ANB network to facilitate the bank strategy to increase number of operational ATMs and connect more branches to ANB private network.

oAdvising and issuing a proposed design of a disaster recovery network connectivity and topology.

oManaging network and support teams in two regions to provide technical support services and implement solutions (H/W & S/W) including servers troubleshooting, PC’s, OS, terminals, and peripherals.

oSupervising data engineers and computer operators for supporting, H/W implementation & upgrading, or S/W - OS installation & troubleshooting.

oInitiating and developing a two-year managed services operation project based on agreed SLA covering the support of core banking applications, hardware, OS, and client peripherals.

oLeading office automation team, local, remote engineers, and vendors to roll out 120 branches in two regions to a new banking system, including, new hardware installation, configuration, and final handover documentation.

EDUCATION

Bachelor of Science in Electrical Engineering, King Saud University

Mid Management Diploma, 2004-2006

CERTIFICATIONS

Executive Managers Leadership Program, 2015

Project Management Professional 2015

Mini MBA, 2006, IT Management & Politics 2007

Advanced Project Management, 2005

SPRINT / Al CATEL Unix & Network Control Center, 1993

SKILLS

Technology

LAN, WAN, SAN, VOIP, Outlook/Exchange, Switches/Routers/Hubs, TCP/IP, FTP, DNS, Wireless Networks, Network Connectivity,X.25, Site Preparation. Service Delivery. Siebel CRM Project Support – Oracle Core Enhancement Projects, Automatic Teller Machines Operations & Support

Monitoring Tools

NCR ATM’s, NMS HP Open View, JIRA, Microsoft Project Management Software and tools PPM, CRM – Siebel /Oracle Microsoft Applications (Power Point, Excel, Win Word, MS Project, MS Project Sever, Visio, MS Outlook, and Web)

Consultation

Accenture, Booz & Co., Arthur Andersen, Devo Team, McKinsey, EY

Period

Project Name

Budget $

Period

Project Name

Budget $

2015-2017

Business Road Map Development

XXX

2007 – 2010

Data Network Outsourcing and Managed Service

11,000,000

2015-2017

Actions and Communications Plan Development

XXX

2005-2006

(ISO) global certificate ISO 27001 - Security Operation Center (SOC)

300,000

2014-2015

Service catalog Automation

1,000,000

2007

IP Telephony Infrastructure, cabling, IPT Call Manager.

1,500,000

2012-2013

International partnership agreements

10,000,000

2000- 2002

Core Banking Branches Automation and Application Roll Out

8,000,000

2009-2010

IP/MPLS Core Enhancement

12,500,000

2000- 2002

Technical Support Outsourcing Project

8,200,000

PROJECTS EXECUTIVE SUMMARY

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