Raafat El Jamal
ICT Service Delivery Manager
Abu Dhabi, United Arab EmiratesWork Experience
ICT Service Delivery ManagerFull Time
Transguard Group
Dec 2016 - Nov 2018 -1 yr, 11 months
United Arab Emirates , Dubai
- Job Details:Responsibilities • ITSM function, tools and ITIL processes and standards • Service desk, access management, desktop and VIP support, asset and configuration management teams and represented the department as CAB member and change manager • Incident, problem, change, service request, SLM, knowledge and service catalog processes • Business Relationship: Met customers, analyzed requirements and financials, ensured customer satisfaction • Professional services, contracts and vendors • Budget of teams and services of the IT service desk, support and asset management • Recruitment, professional training and personal development of team members
IT Support Team LeaderFull Time
flydubai
Sep 2014 - Dec 2016 -2 yrs, 3 months
United Arab Emirates , Dubai
- Job Details:Responsibilities • Service desk, access management, desktop and VIP support, asset and configuration management teams 24/7/365 and represented the department as CAB member • Printing, software and OS deployment, patch management, MDM, antivirus, SSO and encryption • IP telephony, video, telecommunication, call center, recording, reporting and billing services • Incident, problem, change, service request and service catalog processes • Business Relationship: Met customers, analyzed requirements and financials, ensured customer satisfaction • Professional services, contracts, vendors and monthly telecom and printing services bills • Budget of teams and services of the IT service desk, support and asset management • Recruitment, professional training and personal development of my team members • Service owner of the following tools: ITSM, endpoint management, BI, antivirus, SSO, self-service, IP telephony, call center systems, call recording, reporting, billing, CMDB, OS imaging, AD reporting and MDM
IT Technical Support Team LeaderFull Time
Abu Dhabi Islamic Bank
Apr 2008 - Aug 2014 -6 yrs, 4 months
United Arab Emirates , Abu Dhabi
- Job Details:• VIP, desktop, site, and workshop support teams and software/hardware inventory monitoring and control • IT focal point for customer requirement analysis, escalations, special requests and user reported incidents • Controlled IT equipment requests and organized budgets • Assigned for special cases audit, investigation and confidential communication • Process improvement, strategic planning and coaching for the IT support services area • Oversaw resource utilization, recruited over 20 engineers and managed the professional services contracts
Education
Bachelor's Degree in Information Technology
Lebanese International UniversityJan 2007
Achievements
• Raised the department’s productivity and customer satisfaction by 20%, defined and implemented ITIL processes, service standards and controls • Participated in the completion of ISO 27001 requirements, defined and implemented incident, problem, change, knowledge, request and capacity management processes in 6 weeks • Improved service level by 15%. Rearchitected and operated the ITSM tool including the modules request, incident, problem, change, and knowledge management with incident and service catalogs and SLAs • Raised the department’s performance by 20%, created and implemented KPIs and dashboards using BI • Developed training material and trained a group of super users from 13 departments. Upskilled them to resolve common basic IT issues for their departments to reduce operational impact and offload ICT and save time • Enabled full control on 5000 assets, designed and implemented the CMDB, asset policy and process
Skills
Languages
Arabic
FluentEnglish
Fluent