Experience

FORWARD FORCE LLC

• Engineering Manager

  • Feb 2019 - Present

  Sarasota, Florida Collaborated with agile development team to test, develop and maintain web, mobile and desktop software products. Collected and defined customer requirements to produce product/project scopes. Gathered, organized and analyzed data for program development. Participated in team meetings and provided input on deadlines, designs and enhancements. Coordinated installation of software systems and collaborated with user experience teams on design and implementation of new… Show more Collaborated with agile development team to test, develop and maintain web, mobile and desktop software products. Collected and defined customer requirements to produce product/project scopes. Gathered, organized and analyzed data for program development. Participated in team meetings and provided input on deadlines, designs and enhancements. Coordinated installation of software systems and collaborated with user experience teams on design and implementation of new features. Logged and implemented development tasks based on system requirements and documented approaches. Resolved customer issues by providing solutions and establishing methodologies to debug and create defect fixes. Recommended and executed plans to improve development tools and processes. Devised test case plans based on real-world use case scenarios to produce high-quality results and improvement in development timeline. Performed functional, non-functional, regression and performance tests for software solutions. Tested and troubleshot applications and documented issues, resolutions for the development team. Liaised with QA testers to perform end-to-end unit testing and post-production (smoke) testing. Assisted clients and internal staff with troubleshooting to quickly and effectively resolve software issues. Coordinated with project managers across multiple initiatives to align development timelines, plan testing and work with client representatives. Leveraged Agile methodologies to move development lifecycle rapidly through initial prototyping to enterprise-quality testing and final implementation. Communicated with and gathered feedback from customers about progress updates and worked to resolve specific concerns. Coordinated with engineering teams to assess and optimize software interfaces. Collaborated closely with developers and clients to keep projects on track and meet anticipated deadlines. Supervised work and output of 15+ software engineers. Show less



Marriott Vacations Worldwide Corporation

• IT Service Management and Tools Manager

  • Oct 2017 - Feb 2019

  Lakeland, Florida Area Service Design, implementation, Configuration, and maintenance. Enhancing ITSM existing workflows. Upgrading and maintaining ITSM platforms. Process design and implementation. Unit testing, regression testing, and user acceptance testing. Continuous process improvement. Preparing and completing service and process documentation, along with knowledge sharing. Requirements gathering. Customer service management and support. ensuring Customer satisfaction. Cherwell… Show more Service Design, implementation, Configuration, and maintenance. Enhancing ITSM existing workflows. Upgrading and maintaining ITSM platforms. Process design and implementation. Unit testing, regression testing, and user acceptance testing. Continuous process improvement. Preparing and completing service and process documentation, along with knowledge sharing. Requirements gathering. Customer service management and support. ensuring Customer satisfaction. Cherwell Service Management Software. IBM New Scale Service Management Software. Service Desk tools design, configuration, implementation, and maintenance. Change management process design and development. Asset management process design and development. CMDB automation maintenance. Contract and purchasing process design and development. Creating and administering accounts for ITSM applications. Design and Implement SLA/OLA tracking and reporting functions. JavaScript, XML, and SOAP/Rest Protocols TDI integrations. Business Relationship Management. Provide guidance and mentor new employees. Awards: MVP award 2018. Show less



MTN

• United States
• Advertising Services
• 1 - 100 Employee

• IN Engineer

  • Aug 2015 - Dec 2015

  MTN Sudan *Intelligent Network Section, VAS & SDP Department, I.S. Charging System Monitoring. Daily Report Extraction. Investigate the technical incidents that are reported by customers. Ensure the quality of all products provided by the charging system (performance and charging accuracy) Implementation of marketing demands. Generate specific reports. Daily IN administrative tasks. Perform Ad-Hoc duties as assigned by line manager. System and service trouble shooting. Work… Show more *Intelligent Network Section, VAS & SDP Department, I.S. Charging System Monitoring. Daily Report Extraction. Investigate the technical incidents that are reported by customers. Ensure the quality of all products provided by the charging system (performance and charging accuracy) Implementation of marketing demands. Generate specific reports. Daily IN administrative tasks. Perform Ad-Hoc duties as assigned by line manager. System and service trouble shooting. Work within defined systems and processes and identify opportunities to enhance/improve the current system. Back-up of IN services and databases.

• Service Management Engineer

  • Jan 2015 - Aug 2015

  Sudan, Khartoum To facilitate the management of the service lifecycles, the role is to ensure that service levels are met or exceeded. To ensure that the processes are efficient, effective, and appropriate to support service delivery and are underpinned by support systems and capabilities. Develop, Maintain & Integrate a service management framework that underpins the delivery of services across MTN Divisions Provide support on the definition of the Service Catalogues of existing services. Perform… Show more To facilitate the management of the service lifecycles, the role is to ensure that service levels are met or exceeded. To ensure that the processes are efficient, effective, and appropriate to support service delivery and are underpinned by support systems and capabilities. Develop, Maintain & Integrate a service management framework that underpins the delivery of services across MTN Divisions Provide support on the definition of the Service Catalogues of existing services. Perform the creation and maintenance of the Operational Level Agreements between various IT Departments ensuring the service level targets are achieved; service quality and other Division’s expectations are met or exceeded. Perform analysis and reviews of Service Performance against the SLAs and OLAs. Perform periodic reviews of the Service Management Processes and implement amendments Perform regular service quality audits and take action to make improvements



Zain

• Türkiye
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Future University Network Team member

  • May 2010 - Jan 2015

  Future University Network Team (F.U.N Team) Zain Sudan is a major Telecommunication Company in Sudan, Africa. The (F.U.N Team) is a sales / marketing channel, the aim of the team is to improve customer experience with the company , and increase sales of different zain products at the same time. I had the chance to work with different departments in the company, also interact with customers. One of the most enjoyable times i spent with the Corporate sales office, helping the business solutions team. Another great experience is working… Show more Zain Sudan is a major Telecommunication Company in Sudan, Africa. The (F.U.N Team) is a sales / marketing channel, the aim of the team is to improve customer experience with the company , and increase sales of different zain products at the same time. I had the chance to work with different departments in the company, also interact with customers. One of the most enjoyable times i spent with the Corporate sales office, helping the business solutions team. Another great experience is working on the InfoSec weeks 2011, 2012 , 2013. That of course along many other great experiences i had during the four years i worked. Zain's family is knowledge rich, spending any moment at zain is like reading a thousand book. Show less



CAPS Team

• United States
• Retail

• Career Fair 2013

  • Sep 2012 - Jun 2013

  CAPS Media Team leader CAPS Team , Career Advisement and Placement Service team is a group of university of khartoum students, graduates and teachers, seeking to fill the gap between the industry and the school life. I was the media team leader of the event, online, printed, animated, Radio and TV media. I had a great team to work with, they provided great support while i managed the coordination of tasks. It was one of the great experiences i was involved in.



Zain Sudan

• Sudan
• Telecommunications
• 700 & Above Employee

• Trainee

  • Jan 2012 - Mar 2012

  Information Security I joined the Info Sec team, carried awareness sessions and introduction of a new security application and policy. learned about the monitoring and protection of systems. Helped in the development of an internal website for the department.

• Career Fair 2010 Team

  • Oct 2011 - Jan 2012

  Organizer CAPS Team , Career Advisement and Placement Service team is a group of university of khartoum students, graduates and teachers, seeking to fill the gap between the industry and the school life. I was a part of the organizers team on the five days event , had the opportunity to take care of the order of a major participating company booth. The event resulted in the recruitment of many graduates and training opportunities for students.

• Trainee

  • Aug 2011 - Oct 2011

  Intelligent Network IN I joined the Intelligent Network department (IN) , learned about telecommunication, the development and maintenance of services and service classes. also about the core network handling of calls and SMS.

• Trainee

  • Jul 2010 - Sep 2010

  Enterprise Applications I had the privilege of joining the enterprise application team and learn from the specialists, team leader and manager. I learned about various systems ran in a large telecommunication companies, also how to face and respond to various complaints and requests from both customers and internal employees. had the chance to work with the GIS department and learn the value of data and how these data when combined with geographic data can generate more value, and ease of access.