Experience

The Jackson Laboratory

• United States
• Biotechnology Research
• 700 & Above Employee

• Manager, IT Service Delivery

  • Apr 2023 - Present



Sidra Medicine

• Qatar
• Hospitals and Health Care
• 700 & Above Employee

• Head of Research Service Management

  • Jun 2014 - Mar 2023

  Manages the Research Service Management section and led all day-to-day tasks of helpdesk agents and desktop engineers. > Implemented performance metrics, SLA’s, and reports for dashboards to monitor the efficiency of support. > Handled the primary point of escalations for challenging / demanding situations. > Gathered reports from KPI’s to identify gaps and actions to improve the accuracy and efficiency of IT Service Delivery. > Maintain the delivery of 90% score on SLA’s and consistently uphold the best performing team in Sidra Research Branch. > Facilitate IT Service Delivery and Problem Management reviews between administrations, Research Cores, vendors/suppliers, and other branches within Sidra to determine the root cause of outages & delays and identify the necessary actions to mitigate the problems. > Improved IT service availability to 90% by establishing state-of-the-art solutions such as automated services that reduced desktop engineer’s miscellaneous tasks. o Implemented ITIL change management process using standard ITIL and IT Service Management (ITSM) methodologies. > Improved the relationship between various IT teams by conducting weekly collaboration meetings to identify gaps and sustain proper teamwork to have a cohesive team environment and that dramatically improves the operations and workflows. > Coaches the technical support team while working on a resolution for a technical problem and coordinates efforts among different teams and vendors. Develop and maintain complete and up-to-date documentation of the entire departmental policies and procedures, objectives, manuals, SOP’s, standards templates, necessary records, and controls. Responsible for ensuring proper planning and budgeting of yearly (CAPEX/OPEX) Reduced budget for CAPEX/OPEX by streamlining processes and cross-checking unnecessary renewals without affecting the business. *** See attached resume for full details Show less



KAUST (King Abdullah University of Science and Technology)

• Saudi Arabia
• Higher Education
• 700 & Above Employee

• IT Executive Support Analyst

  • Jun 2009 - Jun 2013

  § Direct support to KAUST President, EVP’s, and all other executives. § Performs all tasks/services with a very high level of attentiveness and customer focus. § Conducted multiples IT Projects for the top executives. § Proved IT Support coverage for all other members of VIP users such as Deans, Principal Investigators, and Professors. § In-charge of the technical setup and manages the AV team for VIP events and conferences. § Providing executive technical support for top executives' villa’s, events, and guest’s house. § Part of the implementation team @ KAUST that setup the enterprise-wide HPSM solution. § Proving IT Support for multi-platform architecture/environments (Windows & macOS. § Improved VIP Support operations that reduced the response time by 60% with the implementation of a proper workflow, procedures, and scope of work. § Conducted 6000 macOS X deployments and setup that consists of MacBook Pro’s, iMac’s, and Mac-mini. § 24/7 standby support for all top executives § In-charge of the administration of Active Directory services (for all top executives and its members) § Provide support on Smart Phones and tablet devices for all top executives. § Managed all IT vendors and suppliers for C-Level executive's requests and purchases. § Conducted a weekly meeting with other IT groups to identify the gaps, mitigating all risks, and prioritizing all action items within C-Level requests/incidents. Show less



Trading Technologies

• United States
• Software Development
• 500 - 600 Employee

• CSC Support Analyst

  • Nov 2008 - May 2009

  Focused on assisting customers with Gateway software issues and troubleshooting issues on all back-end applications including but not limited to, all individual exchange/FIX Gateways, WAN Routing and remote connections, network related problems and exchange connectivity issues. Responsibilities: ➢ Assist customers in all technical/functional aspects relating to proprietary software ➢ Use project management methodologies to track and drive customer requirements and technical solutions. ➢ Work closely with other global IT Infrastructure teams, global security operation, and global compliance team. ➢ Multiple remote support (via Remote Desktop / Bomgar) ➢ Provide professional customer telephone support. Define issues, accurately document tickets and troubleshoot global proprietary software issues ➢ Maintain close relationships with customers and internal departments / Own and manage multiple customer relationships / Customer issue replication / Own and manage multiple customer relationships. ➢ Assist team members with any problematic issues ➢ Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and TT. ➢ Document information and data which may be helpful to other team members and customers and contribute to the Global Knowledge base ➢ Perform other related tasks as assigned Show less



Citi

• United States
• Financial Services
• 700 & Above Employee

• Desktop Engineer

  • Jul 2007 - Nov 2008

  ➢ Analyzing and reviewing staff/users satisfaction feedback forms, analysis and action plan on positive / negative feedback. ➢ Establishing and implementing key performance objective such as: coaching, team building, technical strategies, knowledge base and ensuring a full commitment in SLA’s ➢ Carry out ADHOC Special Projects assigned by ASPAC Managing Director ➢ Windows 2000 / XP migration to VISTA and Thin Client (Citrix) Team - Global Project • Consolidate all application testing (In-country and Global Application) • Liaising with other departments heads to ensure smooth coordination/communication between departments for application testing / migration. • Conducted full assessments of all equipments to be certified in VISTA migration. ➢ Administration of DHCP, DNS, Active Directory Server and Domain Group Policy ➢ Work as a team in performing day-to-day server, backup, and storage monitoring, support and troubleshooting in regional data center. ➢ Dedicated BAU support and ensuring a ZERO tickets in the queue • Application support / troubleshooting • All desktop related support such as: SOE building, hardware / software installations and troubleshooting, multiple remote support (via VNC / Remote Desktop), repairs, printer installation (Local and Network), PC/software/printer relocations • Support Laptops deployments, security (Pointsec) and SOE’s imaging • User training • 24/7 Stand by support for deployment ➢ Direct support for VIP and VVIP users ➢ Provided guidance and educating users/clients to maintain high customer service standards and relationship. ➢ Maintain a good rapport to vendors to ensure a smooth partnership. Show less



Sultan Bin Abdulaziz Humanitarian City (SBAHC)

• Saudi Arabia
• Hospitals and Health Care
• 700 & Above Employee

• Desktop Engineer

  • 2001 - 2005

  ➢ One of the three pioneer staff of I.T who participated in the entire I.T. setup of the biggest Rehabilitation Center in Riyadh ➢ Administration, configuration and maintenance of Windows 2000/2003 Server ➢ Administration of DHCP, DNS, Active Directory Server and Domain Group Policy. Supports end-user’s account information including rights, security and system groups. ➢ Provides technical assistance for HIS (Hospital Information System) / ERP (Enterprise Resource Planning) such as client software installation and configuration. Cache software and Print Server administration ➢ Included initial network planning ➢ Implemented structured network cabling ➢ Conducted All hospital system implementations ➢ IMAC (Install, Move and Change services) over 1500 workstation ➢ Conducted Desktop support in all users including VVIP users ➢ Develop In-house programming using Visual Basic 6 ➢ Created graphic ads designs like posters, streamers, signs, call cards, e-signature cards and banners ➢ Writing department policies and procedure ➢ In-charge of HIS system training to all the staff in Nursing Services, Rehabilitation Services, Medical Records and Physicians ➢ System Administrator of ISO System (for outpatient systems) ➢ 24x7 standby HQ support and Off-site support Show less