Ahmad Abuzour

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Ahmad Abuzour IT PMP, ITSM Specialist, Senior IT Engineer, Business Analyst & IT Consultant. Address Abu Dhabi Phone +971559977366 E-mail [email protected] LinkedIn https://www.linkedin.com/in/ahmad-abuzour-502b5716
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PMP, Senior IT Engineer, and Senior IT Consultant. Highly capable, adaptable, and accomplished. Technical, professional, and people management experience spanning over 15 years. Experience in planning, controlling, executing, and closing various IT projects. Extensive management experience, including software and system solution planning and implementation.
Profile Summary
• Extensive project management experience managing complex IT projects involving applications.
• Experience in motivating and managing an IT team to complete projects. Excellent interpersonal and communication skills to lead and handle any conflicts or decencies in the project.
• Expert with software development projects, including requirement gathering, CRP, UAT sessions, and sign-off. Negotiating software development and support contracts is a plus. Strong knowledge of the software development lifecycle, including waterfall and agile methodologies.
• Managing, and monitoring IT support performance and SLA and KPI compliance.
• Having experience in IT audit/assessment programs and IT governance and compliance. Possess a thorough understanding of the ISO 20000, ISO 27001, and ISO 22301 standards and frameworks for IT service management, information security management, and business continuity management.
• Experience in IT-related business continuity management, including risk assessment, business impact analysis, and implementing high availability and disaster recovery measures to meet agreed-upon RTO / RPO.
• Have a solid understanding and background in process automation, including hyper-automation, cognitive AI, robotic process automation (RPA), business process management (BPM), and low-code / no-code platforms.
Core Competences
IT Project Management.
Business analysis and requirement elicitation.
Process and Procedure Design and Revision.
Problem Resolution & Root Cause Analysis.
Leadership with Empathy & Understanding.
Client relationship management.
Systems implementation.
IT Transformation & Change Management.
Risk management.
IT Governance & Business Alignment.
Quality control.
Customer Journey Analysis.
Agile project management.
Experience in Strategic Planning including balanced scorecard, SWAT analysis, and Setting strategic objectives initiatives, and KPIs.
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Work History
2022-03 – Present
IT Project Manager
Rabeeah Saad Al Muhanna Audit & Advisory Services, Dubai
• Executing a strategic project related to detailing the service portfolio in the Authority and drawing up a road map for transferring / outsourcing / or privatizing services from the Authority to third parties.
• Proposing, drawing and establishing a road map to activate the department’s tasks in coordination with the department’s management and administration.
• Define project objectives.
• Suggest policies and procedures for the section in coordination with the concerned authorities in the Authority and the management of the section and the administration.
• Practical experience and required skills: o Advanced practical experience in evaluating and developing government services, labor market studies, and designing projects for integrated customer trips (preferably in the agricultural and food safety sector or a similar sector).
• Practical technical experience in managing projects related to outsourcing services (from government agencies) to the private sector / or transferring services to other parties, and related studies such as studies and evaluation of services (for customers / internal) and the labor market and studies of risks and institutional impact.
• Log special projects in the PMO project management system.
• Essential hands-on experience in building service outsourcing scope, objectives, operating model and feasibility studies for outsourcing.
• Technical practical experience in change management and transformation plans.
• Practical technical experience in designing, evaluating and developing customer journeys and detailing the targeted services to maintain and delivery models for each.
• Understand system internals, architecture, and limitations in deciding on methods of problem-solving.
• Advanced data analysis and project management skills.
• Ensure protection and security of the project and other information from any unauthorized access within the overall security policy of Group
• Maintain strict confidentiality rules to protect commercially sensitive information.
• Identify opportunities for self-improvement and act to advance professional development.
2017-06 – 2022-02
IT Project Manager
SAAED for Traffic Systems, Abu Dhabi
• Manage an assigned portfolio of projects in accordance with Project management methodology to ensure the successful execution of projects as measured by set goals and customer satisfaction.
• Log special projects in the PMO project management system.
• Build and maintain strong and effective relationships with all other related departments and stakeholders to achieve successful project completion.
• Build effective communications and manage vendor engagements to ensure contractual obligations are met at both ends.
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• Coordinate between various functions within IT to ensure the progress of ongoing projects.
• Effectively communicate relevant project/ practice information to superiors and peers.
• Report project progress and problems to management on a timely basis.
• Prepare project initiation reports, project status reports, project closure reports, and all other requisite reports on a timely basis and communicate appropriately.
• Minimize risk exposure by managing scope and mitigating risk across projects.
• Conduct/participate in team and client meetings, ensuring team direction and objectivity.
Achievements & Projects:
• Worked with the crisis management team in response to COVID-19 pandemic. Enabled 100% remote working environment for back office and core operations functions such as Customer Service Centers and Control Rooms.
• Completed ERP System implementation project (Oracle Fusion) main objective to streamline business processes for Finance, HR, and Procurement functions.
• Led implementation project for Customer case management systems. The main objectives are to track and resolve all customer’s inquiries, complaints, and feedback within the defined SLA.
• Led implementation of IT infrastructure requirements for more than 7 branches including PCs, network devices, Wi-Fi, quoting system, IP telephony, smart display system and sound systems.
• Led implementation of Branch Management and Billing system for customer service centers across UAE. Main objective to control all service centers operation and data integrated with centralized ERP system.
• Coordinated implementation project of Strategy and Performance Management System (Corporator) main objective to monitor and track corporate strategy execution across all sectors and departments.
• Led Implementation project of Time and attendance system (Sapience) main objective digitalization of work shift planning and attendance for 1300 employees over multiple work shifts for 24/7 operations. Response to COVID-19 contact-less environment enabling attendance via mobile app and Geo-fence technology.
• Reduced 40% of communication services cost, 70% of hardware replacement cost, and 70% of opened incident tickets.
• Led project of Data Center migration from on premises data center to co-location hosting service provider, resulted in reducing data center running cost of cooling, power, and wan connectivity. Achieving high availability for systems and applications.
2016-03 – 2017-06
IT Support Team Lead
SAAED For Traffic System, Abu Dhabi
• In charge of service desk function and team of service desk engineers, and monitoring team performance
• Managed customers’ expectations of support and technology functionality to provide positive user experience.
• Generating service KPI reports and maintain SLA levels.
• Distributing workload and handling escalations.
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• Planning preventative maintenance activities.
• Revising and enhancing service desk process and procedures.
• Revising support contracts to ensure SLA levels and resolution of escalated tickets.
• Led lifecycle change management efforts, overseeing onboarding and sunsetting of utilized solutions to empower smooth transitions.
• Collaborated with helpdesk staff to shape personnel dispatch plans, prioritizing high-impact faults with potential to disrupt important operations.
• Received and addressed customer complaints, investigating root cause and managing related corrective measures.
2014-06 – 2016-02
IT Support Engineer
MAF Carrefour Hypermarket, Dubai
• Install and configure computer hardware, software, networks and applications
• Continuously monitor and maintain systems and networks
• Respond to technical support calls from other staff members or clients and communicate how to resolve issues
• Diagnose and troubleshoot system and network problems, software faults or hardware complications
2007-12 – 2013-10
IT Help Desk Officer
COMPUTER & COMMUNICATIONS SYSTEMS, CCS, Amman
• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
Education
2003-02 – 2008-06
Bachelor of Science: Computer Science
PHILADELPHIA UNIVERSITY – Amman, Jordan
Certifications
Certified Project Management Professional (PMP) from Project Management Institute (PMI).
Certified Microsoft Enterprise Administrator on Windows Server MCITP
Oracle Certified Professional Forms Developer. (OCP)
Oracle Certified Assistant PL/SQL Developer. (OCA)
Languages
English, Intermediate
Arabic, Native