Lead Support Service Sector including IT , Finance, Procurement & Administration departments

Citizen Account Business Operations include- Financial Operations- Programs Administration - Customer Care

- Build Data Center strategy - Data Center Operations- Network & Security- Support- Application Operations - Financial support & operations

- Manage Technical support team and ensure quality of service provided to Sales, Order Management, Customer Care and Customer Experience for Business Unit- Manage the relation with IT Dept. and ensure the quality of service is provided as agreed in the SLA.- Review Daily/Weekly Incidents report internally and with IT Dept.- Manage the Monthly/Quarterly/ Annual reconciliation activities- Manage the Business Simulation / UAT sessions for new or technical impacted scenarios

- Manage Yesser Service Desk for Yesser services, systems, LAN Network, WAN network and Security.- Manage Yesser Customers Support in all technical/business by providing solutions to known problems- Manage Yesser Desktop Support for employees for internal “request fulfillment” incidents related to desktops, printers, faxes, phones, installation of new software applications, anti-virus applications…- Manage and governance the Service Desk communication including Announcement of downtime to service consumers- Ensure LAN and WAN utilization, network components and sites are monitored by Service Desk team (using CA Spectrum & IBM Tivoli Monitoring) and report on failures or alarming situations- Ensure systems performance and utilization are monitored by Service Desk team and report on failures or alarming situations.- Owner of ITSM process within the dept. and related tools used for ITSM process automation.- Change Manager for activities within the dept. if needed- Project Manager for BMC Remedy ITSM 7.6.04 deployment and integration with NMS (CA Spectrum and IBM Tivoli Monitoring) to handle events.

- Interact with Sales Team to support the achievement of their bookings targets and establish account strategies with sales representative to propose and close business in targeted accounts.- Maintain contact with the customer and Mobily delivery teams throughout the engagement to ensure project progress and customer satisfaction. Participate in account reviews and account planning for assigned accounts.- Deliver sales presentations in a clear and convincing manner and Establish credibility in services that we can offer.- Map client’s identified business and technical issues to Mobily solutions- Identify and coordinate Mobily internal resources (Sales Operations, Project Management Implementation, Engineering, Marketing, Finance, Legal, etc.) required to develop client solution- Assist customers in their evaluation of Mobily products and services, work with Sales Team in the RFP/RFI process to better position Mobily and provide and review sample deliverables and project methodologies- Develop Technical Proposal and Solution documentation.- Work with Sales Managers to achieve client sign-off on the SOW or proposal and Participate in project kick-off meetings- Utilize my skills and experiences to support other Pre-Sales team in complex proposals and Statements of Work.

- Write and develop RFPs, contracts and all other contractual documents which related to IT Operations;- Write and develop Service Level Agreement between IT Operations and business departments (Sales, Products and Customer Care) based on company product’s Value Proposition.- Ensure that OSS/BSS systems fulfill with business needs and requirement;- Fulfill new Products launch requirement that related to IT OSS/BSS system;- Work with Sales Support team to ensure that customers issues get resolved;- OSS/BSS and Corporate IT Operations planning;- OSS/BSS Daily operations management that including Incident, Problem and Change Management;- IT changes governance that including Change and Release Management;- Ensure that OSS/BSS systems integrated with internal infrastructure and external parties (i.e. SADAD or other Payment portals);- Build and develop IT Operations Processes and Standards;- Contribute in Requirement Analysis session with business as part of company startup project;- Project Manager for BMC Remedy ITSM 7.1 deployment project;- Project Manager for IT Operations O&M outsource project;

- Write and develop RFPs, contracts and all other contractual documents for new hardware acquiring;- Biding opening committee member presenting Data Center;- Managing IT Data Center facilities which include, Security Management, Electricity Power, Thermal, Logistics and any other Data Center facilities related;- IT Data Center electricity power Capacity Planning;- Coordinate with other departments to insure that IT Data Center operated as standards;- Project Manager for Data Center Hardware migration project;- Project Manager for Data Center Thermal Assessment project;- Participate in New Data Centers project representing IT Data Center department;- Project Manager for Training Environment project;- Project Manager for Mpay production servers migration to new Data Center;- Project Manager for BMC Remedy customization project that targeted make Mobily IT Services complies with ITIL standard, responsible about technical issues, the project contain ITSM business process, system upgrade and implementation, user training and documentations;- Project Manager for Data Center Hardware migration project;- Project Manager for new Sales Outlet desktop and related installation and deployment;- Work with Sales Support team to ensure that Retails get support as expected;- Write and develop RFPs, contracts and all other contractual documents related to IT Helpdesk and Desktop support outsource project;- Managing Desktop Support and Helpdesk services and Team as Helpdesk Team Leader;- Managing Active Directory User Management 2005;- System Administrator for Remedy AR 6.3 and Remedy Helpdesk 6.0;- Complete Desktop Hardware and software standardization;- Member of Data Center Documentation and Standardization workforce team;- Project Manager for IEEE 802.1x deployment and other desktop security deployment- Project Manager for DMS Deployment for all Mobily Outlets among kingdom;- Complete Data Center Policies and procedures based on ITIL best practice;

- Enhance the department workflow application.- Develop Case Management System applications for a department, this is included analyzing, developing and implement this application using VB;

- Responsible of administering NT 4.0 and Windows 2000 server at Windows NT environment with 8 sites in Saudi Arabia & Bahrain.- I handle everything that related to Network Infrastructure (DNS, WINS, DHCP and User management).- Manage File & Print services.- Manage Backup and Disaster recovery Paln.- Complete AntiVirus Distribution & Control project, that include full installation of McAfee ePO Server and Deploy Agents to all connected PCs & servers, and deploy Client Virus Control software McAfee Thin client 6.1 and McAfee VirusScan 7 Enterprise. As project leader.- Installing & Implementing Microsoft SMS 2003.- Member of writing Information System Instructions & Policy Project Team.- Lead the team of Windows 2000 Migration project of all Windows NT 4.0 to Windows 2000 server.

- Responsible for administering Windows 2000 Environment that contain Windows 2000 advance, servers Exchange 2000 server, ISA server, Backup System (Veritas Backup Exec), Virus control System (Trend Micro) and Firewall (Watch Guard).- Responsible for trouble shutting and monitoring LAN/WAN network in Kharj Site.- Lead technical PC support (installing and configuring PCs, solving printers problems and installing a new hardware in PCs).- Managing all IT needs in the Kharj Site and communicate with Head Office.- Member of Windows 2000 Migration project Team, Kharj site.