Karim Abdel-Rahman Email & Phone Number

Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Proposed, managed and implemented an escalation tool between client facing tellers and back office operation teams• Gathered information from stakeholders required to create a new tool to replace multiple tools and systems used• Brainstormed solutions with the Business Process team to produce an effective and adoptable tool• Analyzed inputs and outputs on existing tool to design an optimized communication solution between Retail and Operations• Configured and developed an Outlook form standardizing inputs and automating outputs ingested in Workflow system• Created a customized Business Requirement Document for Workflow development – now used as official BRD for Workdesk• Performed User Acceptance Testing on end-to-end, breaking down processes to test all scenarios and cases• Demoed solution changes to Executive Management team weekly to obtain feedback, streamlining end to end process• Coached Retail and Operations teams on their tasks on new solution• Deployed solution in pilot and official phases across the Bank ensure user access – supporting teams in Montreal and Toronto• Built a dashboard demonstrating live, due and backlogged cases for Operation Management teams• Built reports to present daily figures to stakeholders and Operation Management teams to track trends and no. of requests• Identified recurring escalations - worked with the Business Process team to tackle root cause, reducing no. of requests by 60%• Collected feedback from Retail, Operations and Executive Management to improve process flow and daily reporting

Toronto, Ontario, Canada

Engaging with internal team members, vendors and external consultants to transform existing processes on legacy systems to a unitized core banking system, T24 by Temenos• Designed current state process maps and procedures, identifying inefficiencies and optimizing operations within business lines• Consulted business leaders to utilize functionality available in the new banking system, automating tasks• Prepared impact assessment and presented business cases to the Senior Operational Working Group obtaining buy-in• Participated in Business Requirement Document creation to tailor system procedures, enhancing business objectives• Reviewed Functional Specification Documents ensuring business requirements are met and perform initial testing on system• Identified Operational Risks, set Controls reflecting bank’s compliance with OSFI’s E-21 guidelines• Developed, optimized and implemented future state solutions in the new banking system, ready for deployment• Identified roles and permissions to allow/restrict functionality pertaining to team tasks and activities, ensuring information security• Performed mock runs, testing new procedures on pre-prod. environment; prioritized, submitted defects and followed up on fixes• Coached departments on new system as a product SME; provided hands-on support during system roll out, relaying experience

Mississauga, On Canada

Initiated, designed and implemented process improvement projects for all operations in the organization, achieving excellence• Designed Value Stream Maps, Flow Charts and Created Standard Operating Procedures, SOPs for every process in the lifecycle • Automated the entire Asset Management process, reducing task execution time by 80% using an Automated Workflow software• Increased productivity by analyzing processes, quadrupling the amount of computers built and replaced, using less resources• Improved SLA from 5 to 2 business days by maximizing efficiency, using Lean and Six Sigma methodologies • Overhauled the ITSM software by automating all tasks, schedules and reports, optimizing the end-to-end process• Utilized labor efforts allowing employees to work on multiple projects simultaneously and decreased inventory cost by 50%Managed the Computer Lifecycle projects for large corporations, within the constraints of scope, schedule and budget• Managed coordinators to execute project tasks efficiently and ensured compliance to standards and procedures • Developed schedules, estimated activity durations to ensure project completion ahead of scheduled deadline using Autotask• Executed the deployment of 2500+ machines yearly to end users, nationwide, while leading a team of 20 technicians• Processed timesheets and invoices biweekly and ensured appropriate process and approvals are followed• Prepared and delivered executive presentations and status reports to clients, managers and directors• Delivered projects in time and within budget, while exceeding client satisfaction

Montreal Qc. Canada - Abu Dhabi, Uae

Identified areas of potential improvement in the technical processes of the Ministry of Interior, MOI – UAE • Collected data from various teams; constructed Value Stream Maps to illustrate the end-to-end operation• Analyzed everyday tasks by calculating capacity, determining bottle necks and quantifying impactsIntroduced and initiated multiple projects, improving processes in day-to-day activities• RFID (Radio Frequency Identification) embedded in Passports & UAV (Unmanned Aerial Vehicles) as Police Patrol Vehicles• Built a detailed Feasibility Study and an inclusive Business Case proving viability of projects to stakeholders • Liaison between Client and Supplier to communicate scope and procurement offerings

Montreal, Qc Canada

• Trained and supervised HP Service Desk Team, monitored KPIs and submitted weekly analytics to Team Lead• Continuously improved team’s performance and quality of work using PDCA methodologies• Committed to First Call Resolution to improve customer satisfaction resulting in a record 100% score• Measured, analyzed and resolved recurring problems by conducting Root Cause Analysis on every issue received• Handled escalation calls and tickets, offering immediate resolutions and ensuring customer satisfaction

Llantrisant,United Kingdom

• Reviewed all manufacturing processes with the emphasis on Quality Assurance and Control• Joined the Operational Excellence Team in all their meetings to provide input on trending deficiencies across the plants• Participated in the design of the new Effluent Treatment Plant’s process flow chart and calculated water waste flow