Profile
A committed, proactive and versatile IT Manager with exceptional systems administration expertise, excellent project management skills, and a proven track record devising IT policies, standards and procedures as well as planning, testing and delivering seamless technology and support to improve the performance of leading companies
An accomplished bilingual communicator with outstanding interpersonal, presentation and negotiation skills together with the ability to forge strong relationships at all levels and across cultures as well as manage, train and motivate teams of to consistently meet and regularly surpass challenging performance goals
Career Summary
IT Manager
2002-date
Clarins Group Middle East, Dubai Branch, UAE: Beauty, Cosmetics & Fragrance Company
Key Achievements
• Lead the Clarins IT Department including operational and strategic planning, objectives, budgets and resources
• Liaised with other members of the senior management team to determine technical solutions to business needs
• Recruited, managed and motivated the IT team including development, performance issues, and work scheduling
• Managed technologies such as computers, peripherals, servers, networks, routers, smartphones and software
• Oversaw group business applications including the intranet, e-commerce, CRM, planogram and asset management
• Devised and delivered security architecture & procedures, the Business Continuity Plan & Disaster Recovery Plan
• Ensured network strategy, plans and hardware incorporated optimum levels of resilience, redundancy & scalability
• Developed, documented & implemented operating procedures, standards and policies regarding all IT activities
• Ensured that all software, hardware & operating procedures fully complied with standards, policy and regulations
• Protected the security, confidentiality, integrity and availability of data in databases and other data repositories
• Supervised the design, execution and analysis of vulnerability assessments, penetration tests and security audits
• Maintained an up-to-date expertise in IT to identify new cost-effective opportunities for improving performance
• Developed cost-benefit analyses and business case justifications for updating technology equipment and services
• Planned and managed portfolios of projects to select, acquire, install, test and implement improved technologies
• Defined project requirements including budget, resources, risk control & milestones, and allocated project teams
• Regularly communicated with executives, department heads and end-users on priorities & progress of IT projects
• Researched, negotiated and managed contracts & service agreements with vendors, outsourcers and consultants
• Reviewed acquisition and maintenance contracts, and pursued master agreements to exploit economies of scale
• Developed, monitored and controlled the IT operating and capital budgets for purchasing, staffing and operations
• Managed and updated the IT inventory for hardware, software and resources using an Asset Management System
• Oversaw the provision of end-user services such as technical support, a help desk, and any training requirements
• Devised & monitored help desk KPIs including logging of requests, and speed and success of problem resolutions
• Ensured a mobile IT support specialist responded to all urgent requests at sites with no local support specialists
• Developed patenting of unique intellectual property, inventions and innovative business processes, as appropriate
• Travelled to international subsidiaries to discuss local needs and how these might synchronise with group needs
• Proactively participated in relevant professional societies, and attended IT workshops, exhibitions and conferences
Technical Support Engineer
1998-2002
Eastern Link Information Technology (Elite), Dubai, UAE: IT Service Provider
Key Achievements
• Provided Elite clients with on-site technical support including installation, maintenance and repairs of hardware
• Where possible, performed diagnostic, restorative and maintenance tasks via remote access to client computers
• Liaised with clients’ managers & users to determine computing needs and the resources to best fulfil those needs
• Installed and configured software, securely migrated data, built new servers, and monitored network performance
• Implemented and supported a range of LANs and WANs using equipment from Lantronix, Dlink, 3com and Cisco
• Supported multiple mail servers, mail clients, printers, scanners, hand-held devices as well as proxy technology
• Imaged and deployed or recovered exact-replica hard drives for computers and laptops using Symantec Ghost
• Planned and managed Internet site projects involving domain names, virtual hosting and e-commerce solutions
• Liaised closely with vendors to ensure fast and effective replacement or repair of defective hardware and software
• Devised and delivered highly effective training and coaching for end-users in the use of hardware and software
• Proved versatile across all IT systems, maintaining a keen interest in new developments in business & technology
• Highly commended by senior management for outstanding analysis, problem-solving and decision-making skills
Qualifications
MBA IT, Sikkim Manipal University, India 2010
Bachelor of Computer Science, Yarmouk University, Jordan 1997
Microsoft Certified: Solutions Associate; Professional; Systems Engineer; Systems Engineer (Messaging); Systems Administrator; Systems Administrator (Messaging)
Selected Training: ITIL Foundation V3; CISCO Securing Networks; Core Solutions of Microsoft Exchange Server; Installing and Managing Microsoft Exchange Server; Monitoring and Troubleshooting Microsoft Exchange Server; Implementing, Managing and Maintaining a MS Windows Server; Microsoft Security Workshop; Security for Microsoft Networks; Cisco Network Devices; Wireless, ADSL & VoIP Products; System Administration for MS SQL Server
Skills & Key Competencies
• IT infrastructure & systems administration expertise • Charismatic, innovative and highly influential leader
• First-class project and budget management prowess • Shrewd and incisive decision-maker/problem-solver
• Vast change & performance management expertise • Inherent drive, flair and readiness for a challenge
• Notable disaster recovery, risk and security acumen • Highly organised, efficient, versatile and resourceful
• Comprehensive audit & compliance control expertise • Strategic thinker with meticulous attention to detail
• Excellent vendor & stakeholder management acumen • Calm, confident & assured in pressurised situations
• Proven leadership, training & team building prowess • Natural ability to engage across all levels/cultures
• Outstanding communication and presentation skills • Professionalism, pragmatism & integrity at all times
