SUMMARY:

• An experienced IT Service Management Manager, ITIL v3 Expert, IT change management Manager, and IT Configuration management manager (uCMDB), Also Six Sigma Green Belt certified from Motorola University for Technology Processes Architecture and continuous improvement. Possess IT management and operational experience in both Banking and Telecommunications industries; in planning, developing and implementing Information Technology solutions.
• Seeking an executive IT position, where I can explore my experience and skills in order to align the IT departmental objectives and performance with the business objectives to reach the common business goals by implementing state of the art solutions and a well - organized ITIL service management function.
• IT Risk assessment and management for continuous and uninterrupted IT operations environment.
• IT operation management and support management systems, VMware, virtual machine ...etc
• AS/ 400 Systems Development that includes Systems Analysis and design (SDLC) Full systems Life Cycles.
• ORACLE Financials and ORACLE Financials Services Applications (OFSA) Project Management,
• Document Management Systems Analyst and designer using IBM Image Plus/400 and Workflow
• IT Quality Assurance and Audit Management.
• IT Disaster and Recovery Project management.
• IT Data Center Management.
• IT Banking Operations Manager.
• Business Analysis and design.
• Cards Management systems administration & ATM Machines & switches Management.
• Networking implementation & security (VPN, Firewalls, proxy, Routers and digital lines administrations & troubleshooting.
• Electronic funds transfer systems administration (Turbo SWIFT & Turbo Connect).

TECHNICAL SKILLS:

Hardware/ Operating systems: IBM AS/400 IBM RISC/6000 IBM ES 9000 TANDEM, NCR UNIX, HP UNIX, SUN Solaris, SGI Linux PENTIUM PC's OS/400, OS/390, UNIX, Linux, AIX, MVS - ESA MS-DOS MS-WINDOWS 3.11/95//98/NT/2000 TCP/IP, IPX, LDAP

Software / Languages / Tools: HP Service Manager 9 HP Service Desk 6 COBOL/400 RPG/400 JAVA, HTML/DHTML ORACLE Financials Service Applications (OFSA) 4.0 ORACLE Financials (GL, AR, AP), ORACLE Data Mart, ORACLE Developer PL/SQL IBM Imageplus/400, Documentum, FileNet Tivoli, Aldon, RATIOINAL ROSE WinRunner / LoadRunner Testing tools

Database: DB2/400, ORACLE 8i, INFORMIX, SYBASE, Teradata SQL, SQL Server

Banking Systems: Bankmate, MISYS BankMaster & Branch Power

PROFESSIONAL EXPERIENCE:

ITIL Senior Implementation Manager

Confidential, Austin, Taxes

Responsibilities:

• Lead the ITIL service management Transformation project for A major client, elevating the ITIL Maturity level from 1.5 to 4.
• Measure the ITSM existing Processes as Change, Problem, Incident Management and Assets inventory management to perform a continuous Performance analysis.
• Set the Processes SOPs (Standard Operations Procedures) and align it with the Operations standards and Business targeted SLAs. And Operational KPIs.
• Implement a complete design and Operational Processes conversion on ServiceNow ITSM tool.
• Conduct Knowledge Transfer sessions for Executive and Senior management Technology and business leads.
• Set Program Management standards for the uCMDB (Configuration management Data Base ) implementation Project.
• Lead an integration program for the the ITSM Processes with the uCMDB and the required Processes interfaces.
• Introduce more ITIL service management Processes in accordance with the improvement of the ITIL Maturity level (Availability management, Capacity management, Security management, Continuous service improvement management.

ITSM Senior Project Manager

Confidential, Atlanta, GA

Responsibilities:

• ServiceNow full Functions Implmentation of ( change module, CMDB, Incedint management, problem management)
• Establish key departmental metrics and drive to achieve results while assuring our overall IT commitment to operational excellence and customer service
• Play a key role in the transformation of the organization including maturing service management processes. Help develop and maintain a flexible organizational structure that ensures the best utilization of internal and external human resources.
• Directly manage a team of Technical Analysts with a wide range of experience and expertise. Team members often include a blend of associates and contractors. Ensure that Technical Analysts are using accepted processes and methods which include ITIL best practices and ITSM disciplines
• Initiating ITIL Functional Processes Change management, and Configuration management (uCMDB), SLA, Incident management, Problem management.
• Ensure service and stability levels are met or exceeded year over year. Responsible to develop continuous improvement plans that will help achieve higher service levels, improved stability, and customer satisfaction
• Recruit and hire new associates. Provide supervision for direct reports (on-site and remote) including hired services contractors
• Provide coaching and enrichment program for associates. Establish individual performance goals, review performance against goals and provide coaching for associate skills and career development.

Manager, IT Service Management

Confidential

Responsibilities:

• Overall ownership of the IT service management processes that includes (Change management, Incident management, Problem management, Availability management, Service Catalogue Management, Configuration management (uCMDB), and SLA management ) using ServiceNow.
• Responsible for assisting in the effective development and implementation of ITIL processes and Sarbanes Oxley (SOX) compliant
• Develop and oversee execution of process improvement programs for implemented Service Management processes
• IT Service Management team management, set team objectives and evaluate performance.
• IT Service Management processes ownership ensuring everything is in line with both SOX Requirements and Technology best practice.
• Implement, integrate the Service management functions with HP Service Manager (Change Management, Problem management, Availability management, and Configuration management modules, uCMDB)
• Drive the configuration management uCMDB project implementation on HP service manager, Systems Requirements, Customization, Functional and integration testing.
• Drive through the operational quality agenda with stakeholders in Service Management.
• Strategic planning and development of future tools for implementation of IT services.
• Management of the implementation of clear and defined Service Levels agreed with the business.
• Co-ordinate the management of milestones, actions, issues, risks and decisions of the transition activities
• Review the outcomes of each Service management tasks and apply lessons learned to ongoing and future projects within the Programme.
• Manage service provider relationships, managing commitments, licensing agreements, maintenance & support agreements
• Hosting meetings, driving the agenda and following up actions to obtain results.
• Analyze, design and implement Service Management solutions and tools, HP open view, and HP Service Center
• Negotiates, agrees and maintains the Service Level Agreements with the Customer.
• Negotiates, agrees and maintains the Operational Level Agreements with the IT Provider.
• Negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new / developing services.
• Analyses and reviews Service Performance against the SLAs and OLAs.
• Produces regular reports on Service Performance and to the Customer and IT
• Mentors, interacts, and ensures cross-team and cross-department cooperation.
• Participates with the Configuration Manager in unifying the uCMDB across the Tech. Dept.
• Participates in a collaborative team environment functioning within the ITIL Best Practices.
• Presenting, and Consulting staff on Service Management processes.
• Expresses recommendations based on client desires, product architecture, cost, quality, and delivery timelines.

Manager, IT Change Management

Confidential

Responsibilities:

• Own and manage the IT change control management process.
• Head the CAB meeting, Authorize IT change to the IT live production environment.
• Review IT Changes Tests and authenticate implementation. Reviews, daily and weekly performance Change deployments reports.
• Provide ongoing Change Management functions for all application and infrastructure changes.
• Responsible for implementing ITIL best-practice-based change management standards, policies, processes, and tools.
• Implement change control management Process on HP Service Manager, ensuring that all information systems and services meet the company standards and end-user requirements.
• Assist in developing change management process for all aspects of the systems: Network, web and intranet applications.
• Responsible for educating existing personnel in change control concepts and practices, including other teams.
• Responsible for the development and maintenance of change documentation detailing departmental standards, policies, and procedures.
• Provide consulting, and support to IT and business personnel in the use of Enterprise Change Management and change control tools and procedures.
• Recommend action to ensure application and infrastructure changes take place and be involved or take remedial action, and where appropriate take the necessary steps to ensure effective outcomes.
• Make recommendations for effective deployment of resources to achieve change outcomes.
• Work closely with development and IT managers to ensure that appropriate scope, estimation and resources are being assigned to implementation processes.
• Assist in the definition, implementation, and constant monitoring and improvement of change management processes, standards, tool, methodologies, and metrics.
• Work closely with relevant management levels at all stages of implementation to facilitate effective communication and understanding.
• Ensures that all team members are receiving adequate and appropriate necessary to be successful in their roles.

IT Support & Operations Manager

Confidential

Responsibilities:

• In Charge of managing the bank daily IT operations that includes 10 branches with a large WAN communication Network (Digital, FR, Leased lines, and VPN Connectivity with the Bank H.O. in Abu Dhabi.
• Managing the Bank ATM network of (9) ATM Machines (SPARROW HAWK) with support of the Egyptian Banks Company ATM Switch (123) and Master Card international connection.
• Managing the systems operators for An integrated Card Management system for the Cash plus service (ATM Cards )
• Managing the systems operators for SWIFT (Turbo SWIFT, Turbo Connect) fund transfer system between the bank and its correspondent bank nationwide and international banks.
• Managing the systems operators for the Core Banking system for the bank local network using MISYS products (BankMaster, BranchPower, BEAM)
• Managing the systems operators for the Bank Parent Domain Server for Egypt Area and its children servers in the local Branches distributed nationwide using Windows 2000 Server, DNS, DHCP, RAS Technology and active directory structure.
• Plan and implement System Security procedures
• Supporting Systems technical issues with the concerned staff in the area of Communications, business analysis, networking and end-user support whenever needed.
• Plan Disaster recovery plans for the Data Centre, And Manage Backup and Recovery Policies and strategies.

IT Quality Assurance Head & IT Projects Manager

Confidential

Responsibilities:

• Own, Desgin, and implement Core Banking Systems Security procedures and controls.
• Networking Firewalls and VPN Security Systems tests and Solutions Acceptance testing.
• Change Management and control (ALDON), End-User Acceptance and test implementations procedures.
• Year 2000 Business Continuity planning (BCP) project manager - in charge of planning and implementing the plan of the Confidential (29 branches) for the year 2000 compliance and conversion and Business continuity of any software that may be required; managing the Y2K analysis and programming team.
• Oracle Financials Services Applications (OFSA) Project Manager, generating Profitability reports and advice for NEW Line of Confidential products depending on their Cost/Benefit Break Analysis using Oracle financials Analyzer (OFA).
• Image & archiving project manager -in charge of planning and implementing of the Confidential replacement plan of the microfilms with a new document processing systems for all the branches using centralized document processing system (BYTEQUEST, document processing system) and high speed fujitsu scanners with a Plasmon juke boxes.
• Perform the AS/400 technical support engineer functions duties while he is not doing all the AS/400 system engineering and technical support duties.
• Perform the Quality Assurance Duties (change Management and control, User Acceptance test and procedures).

Senior Systems Analyst/ Programmer

Confidential

Responsibilities:

• Developed a document image processing system (using IBM IMAGEPLUS/400) with the workflow analysis approach for the customers' files in the customers service department. (Analysis, design, and implementation)
• Supporting the programming works for image plus 400 APIs and user exits using COBOL 400 to complete the image processing works.
• Developing financial payment system for the finance dep. of the company (accounts receivable, accounts payable, invoicing systems for the customers.
• Outside system consultant for the Confidential royal air force, participating in the analysis and design of the human resource systems on AS/400.
• Outside system consultant for the Confidential telephone and telegraph co. (PTT) for the analysis and programming of their billing system to the customers.
• Perform all the technical support duties for the AS/400, systems upgrades, tuning, backup& recovery, security works
• Developing many pc based systems for payroll, stock, using clipper and dbase iii plus.
• Preparing and teaching many computers courses for the department in the company.

Senior Programmer & Manager

Confidential

Responsibilities:

• Supporting Arabization programming works for the Confidential Arabic products.
• Participating in the system conversion to the AS/400 and develop the main accounting system and on AS/400.
• System consultant for the programming project of the Confidential British bank for their check processing system.
• Preparing and teaching computers technical courses for many Saudis government authorities ( Confidential royal air force, traffic dep.)
• Installing pc hardware equipments for different customers within the eastern region of Confidential Arabia.
• Technically supports the customers ad-hoc requests either h/w problems or s/w problems.
• Managing Al-Alamiah center in Al-Jubail city - Eastern region- Confidential Arabia.