Ahmad Ibrahim Email & Phone Number

Riyadh, Sa

Riyadh, Saudi Arabia

focuses on the end-to-end management of applications and their supporting infrastructure. It involves a wide range of activities, including: (Monitoring, Incident management, Problem management, Change management, and Security)- Efficiently handling and resolving service requests and incidents within SLAs, prioritizing user satisfaction.- Effectively communicating with various stakeholders to keep them informed and collaborate on problem resolution.- Transferring knowledge and skills to team members through documentation.- Leading process improvement initiatives to enhance service delivery and compliance with ISO standards.- Monitoring application performance and implementing proactive measures to prevent failures.- Collaborating with change owners to ensure smooth application updates and upgrades.- Participating in the deployment and testing of new applications.- Contributing to disaster recovery planning and testing.

Islamic Development Bank (Isdb), Isfd Empowerment For Poverty Reduction - Jeddah, Ksa

• Managed and resolved service requests and incidents professionally and promptly through the service management system. It involved exceeding user expectations and completing tasks within the required SLA, while ensuring user comfort; therefore, excellent customer service.• Ensured various stakeholders were up-to-date on incident and request resolution progress and established rapport with them to ensure problem resolution was easier.• Mentored junior team members in the use of the service and problem management software; this was crucial in ensuring knowledge and skills transfer.• Developed and updated the application’s support document under the ISO 9001 principles, thus ensuring service delivery and support remained consistent.• Led process performance meetings through the continuous improvement and monitoring of service calls to ensure quicker responses and compliance with ISO standards.• Ensured compliance with ISO standard on the 27001 through service calls and adhering to the rigorous support process to secure continuity within the application..• Monitored the application processes, including performance, to mitigate future failure risks.• Worked closely with change owners through change management authority to ensure applications support updates and upgrades.• Helped to develop and move new enterprise application changes into production through testing and deployment. • Engaged in disaster recovery planning and testing.

Psau - Ksa , Al-Kharj

• Formulated SQL-based reporting automation solutions for legacy systems and Power BI, Pyramid Analytics, so the manual effort would sustain a noticeable decline.• Constructed databases and tested data models processing requests to both internal and external databases aiming to improve business user performance. The goal is also to solve the data reliability issue.• Designed business intelligence schema, then, completed it with appropriate dashboards and scorecards, projecting in the final data sets visual representations all about outcomes.• Participated through supporting in the creation of technical documentation and troubleshooting mechanisms as part of the software development process.

Psau - Ksa , Al-Kharj

• Improved customer support process by decreasing solving time manually and technically.• Employed additional checkups with the goal to protect the system from crashes.• Performed in-depth periodic health check analyses of the IT infrastructure to enhance the performance of the medium businesses.• Built and deployed the new documentation system leading to better teamwork and faster solution of incidents.• Enhanced software releases and transitions with the exception of excessive• Planned and implemented new processes to step up user experience and support enterprise applications and obtained better results with tickets being solved in 120 minutes in comparison with 2 hours so doing so. • Managed to diminish uptime by 50% by implementing a new monitoring service and resolution of all conceivable issues. • Attributable to the delivery of timely and effective support to the network, NPS by over 10% was increased. This indeed helped to raise user satisfaction and employee productivity and morale. • Able to solve more than 1000 service tickets and put a stop to more than 95% of incidents related to enterprise applications effectively and in less than one year. • Along with the applications developers intervened to escape from more than 50 life-critical bugs and improve the enterprise applications modules' function, lowering the downtime significantly

Saudi Arabia

• Create comprehensive analytics reports for Top Management by combining extensive data from Blackboard Learn with student and course attributes from SIS• Implementation and day-to-day management of learning management systems (Blackboard Learn, Bb Collaborate, Echo360)• Work with vendor company programmer directors as a focal point to develop and implement Blackboard and SIS Integration• Provide consultation to faculty, staff, and students on how to use specific & latest features of Blackboard • Perform TOT sessions for eLearning Deanship staff and eLearning units' members in each faculty• Communicate with eLearning Systems technical support team for escalating the system and solving complex issues • Work as a director of the program transformation portal as a focal point between SAU and the developed company in terms of analyzing, implementing and testing.

Ksu - Ksa , Riyadh

• Manage Blackboard Learn Infrastructure over windows• Examine, evaluate, and give solutions to problems. An inquiry may require practice runs to understand the problem’s nature.• Develop and administer communities on Blackboard.• Teach online writing evaluation workshops in the framework of Blackboard training.• Offer assistance to faculty members.• Subscribe to online teaching reports as they are requested by educational and administrative departments of the university.• Preserve the functional and security features of Blackboard in alignment with the prescribed rules.