Jaber Alrefaie

• Participated in team-building activities to enhance working relationships. Growing client trust, cultivating executive relationships and the consistent record of project success resulted in revenue growth.
• Manage the relationship with UAE Federal government ministries and organizations consisting of complex orchestration of technology and industry experts aims to realize the full business value from the UAE's investment in Microsoft technology and services.
• Drove operational improvements which resulted in savings and improved profit margins. Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.
• Led projects and analyzed data to identify opportunities for improvement.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Partnered with customers and Accounts Teams to prioritize and plan customer engagements and programs across cloud and on-premise workloads.
• Defined outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.
• Tracked, escalated, and planed for the remediation of technical blockers and provided engineering feedback to further our product and solutions as appropriate.
• Worked to maintain outstanding records, consistently ready to work and to start immediately.

• Earned customer confidence, trust, and loyalty by improving the overall Customer Experience, serving as the customer advocates within Microsoft and driving customer-centric product improvement.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals. Supported customers to adopt to Microsoft on-premises and/or Microsoft cloud solutions in Azure and M365.
• Encouraged customers to realize their full potential through accelerated adoption and productive use of Microsoft technologies.
• Helped customers execute on the core deliverables. This included helping customers with new offerings and employ tactics with WW guidance to drive adoption and consumption efforts. Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Drove high customer satisfaction with Microsoft Online Services through high quality service delivery management.
• Provided support delivery management of Premier issues and services designed to improve customer IT operational health in assigned account(s)
• Trusted advisor to the account’s Customer Support Manager (CSM) and the Microsoft owner of the customers IT operational health
• Managed support delivery on reactive incidents provided by Microsoft Global Technical Support Center (GTSC)
• Applied ITIL, MOF and a wide range of Microsoft technology with industry recognized IT Operations best practices to enable customers accelerate adaptation of new technology and operations excellence.
• Maintained Support Delivery Plans that capture situation and analysis for IT Health improvement.
• Managed the delivery and follow-up of proactive support designed to reduce reactive support cases and costs.
• Enabled successful operation, and hence realization of value, of Microsoft products.
• Ensured customer satisfaction, reduced support costs, and awareness needed around product improvements.
• Initiated and enabled long term, relationship based, customer facing support role that ensure both customer and Microsoft business success.
• Developed technical and business process solutions that resulted in an integrated customer, partner, and field experiences for Microsoft’s emerging businesses.
• Provided guidance, feedback, and leadership to drive Partner and Vendors to achieve continuous improvement on all operational, quality, and satisfaction metrics.
• Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.

Part of BMO’s Technology and Development Infrastructure Team. Key initiatives:

• Managed delivery of proactive and reactive services for BMO’s Private Client Group division (PCG).
• Worked with PCG different groups to develop and maintain a service delivery plans, resourcing, deployment planning and yearly and monthly forecasts.
• Communicated proactively with PCG’s different groups regarding different projects, work loads, technology, service information, supportability issues, and Service Level Agreements (SLA’s.)
• Worked with Application Service Development Managers (ASDM’s) to improve services delivery and to manage delivery of proactive and reactive services to PCG.
• Managed PCG’s complex technical support requests to resolution and ensuring timely resolution of customer issues.
• Worked with PCG management to resolve business critical issues impacting the BMO' businesses and establish effective working relationships between DTI teams and PCG teams.
• Ensured on time project renewals by managing all elements associated with all projects running with PCG on a proactive basis.
• Managed team load and plan execution of services with the team by developing new processes and tasks to help streamline processes and service delivery.
• Developed and updated resources allocations and service plans via communicating with PCG ASDM’s and through Understanding needed services, goals and objectives, constraints, and what is in scope and is out of scope to be delivered per different projects.
• Actively worked within PCG service delivery main streams BMO applications ensuring proper system migration, development, quality assurance (QA), and production implementation.
• Improved operations through consistent hard work and dedication.
• Saved by implementing cost-saving initiatives that addressed long-standing problems.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Part of Allstream Infrastructure and Unified Communications (UC) Team. Specializes in Microsoft Office Communication Server 2007 and Exchange 2007 solution delivery and Migrations. Primary responsibility is to delivery and build Unified Messaging solutions projects end-to-end within budget. Support Sales wining deal opportunities and build successful business relationship with clients throughout projects and delivery. Full accountability for the development of alliances throughout various project phases via RFP’s, assessment, designs, and project planning.

• Performed application development discovery and complex Migrations
• Managed a consulting team of five(5) consultants providing business alignment and billing targets.
• Cleaned and stabilized development environment to support rollout to production environment
• Build QA and Development environments and tested/ qualified design parameters
• Provided solution installation documentation with documented solution parameters
• Provided integration support with other banking platform applications such as CPAS and COGNOS
• Worked with critical teams such as application and security teams to ensure security and provide solutions to arising environmental issues.
• Supported deployment rollout and post implementation and provided continuous support
• Performed enterprise assessments, discovery, and roadmaps
• Clean and stabilized production environment
• Build Geo-Clusters, provided high availability and DR solutions
• Created Migration plans and Project scheduling
• POS streamlining, optimization and plans to prevent business meltdowns.
• Provided testing and disaster avoidance methodology.
• Provided recommendations for ongoing maintenance and support
• Streamlined system processes and daily management support
• Organized Managed service team providing senior level and escalation support.
• Analyzed problematic areas to provide recommendations and solutions.
• Determined areas for improvement and implemented processes to alleviate problems.
• Identified new revenue ideas and opportunities within existing markets.
• Presented project scopes to employees and executives, proposing timelines, budgets and specifications.

Top performer Sr. Consultant, chosen to penetrate and develop new market for the company in West Coast and Mid-west region of the USA. Key member of product evaluation team recommending Product positioning and new functionality/ enhancements prior of taking Afaria product line into mainstream.

• Developed competitive product analysis and technology research to help position and promote Afaria as an Internet/Intranet management solution.
• Workedclosely with development and product management to help enhance and promote new product feature as indicated by prospects and market drive.
• Articulated Features and Benefits of Afaria and RemoteWare Applications Set Through Demos, Presentations, Prototypes and Benchmarks.
• Achieved the highest region sales in product licensing to IphysicianNet with over 70% revenue growth
• Demonstrated XcelleNet software products for potential customers and answered technical questions regarding product features and how our software interacts with software that client already uses.
• Led a team of five consultants to realize group billable objectives.
• Assessed, designed, built and deploied device management solution such as Palm, Windows CE, and REM Pagers.
• Designed and deployed Point-of-sale (POS) solutions that can deliver real-time information throughout the enterprise.
• Communicated customer’s expectations and consistently measure team members’ performance and review process.
• Performed technical designs, assessments and customer scooping projects around LAN/WAN and host integration (AS/400 and mainframe) in asynchronous and IP environments.
• Provided IP security and firewall technical solutions for Afaria (used for Intranet/Internet mobile and disconnected devices as hand held devices and PDA systems management.)
• Technical scooping, pricing and risk assessment for various large insurance companies yielding extended engagements and delivering on scope of services in a timely manner and on budget.
• Identified issues, analyzed information and provided solutions to problems.
• Increased customer satisfaction by resolving issues.
• Onboarded new temps by entering employee information into systems.
• Handled calls to address customer inquiries and concerns.

Responsible for building and the management of Masterpack heterogeneous Network Environment. Performance of System migrations and Topology upgrades for business growth.

• DB admin incl. DG/UX UNIX Universe and MS SQL 6.5/7.0 & Email Systems.
• Evaluated, planned, and implemented future Networks & System requirements.
• Supervised daily system operations and implementations such as network switches and routers.
• Planned, installed, and maintained corporate WAN/Internet firewall.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Completed reports detailing network and systems performance and downtime issues.
• Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
• Created patches and solutions to fix bugs in existing applications.

• Developed team communications and information for meetings.
• Collaborated with team members to achieve target results.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Received and processed stock into inventory management system.