Jamil Rahal
JVC, Dubai, United Arab Emirates
Summary
Dynamic and results-oriented Information Technology / Collaboration Specialist with a proven track record of successfully implementing and managing technology projects and operations.
Overview
9
9
years of professional experience
Work History
Service Delivery Manager
PricewaterHouseCoopers
06.2019 - Current
- Effectively participated and led the deployment, integration, and maintenance of collaboration tech tools and audio-visual solutions across the Middle East region (15+ projects varying in value of 1-5 Million USD) in UAE, KSA, Qatar, Oman, Bahrain, Jordan, Kuwait, Lebanon, Iraq, Egypt)
- Led the coordination and alignment of AV technicians, engineers, and designers to deliver high-quality AV solution projects, meeting expectations and project milestones.
- Led the migration process of 550+ rooms from Google to Microsoft middle east wide project at PwC ME
- Collaborated with stakeholders to define collaboration & Audio Visual project requirements, budget, and timelines, ensuring alignment with organizational goals and objectives.
- Monitored project progress, identified risks and issues, and implemented corrective actions to mitigate potential delays and obstacles.
- Conducted site surveys, assessments, and evaluations to assess technical requirements, environmental factors, and logistical considerations for AV deployments.
- Developed and implemented best practices, standards, and policies for solution deployments, usage, and maintenance, promoting consistency and efficiency across the organization through data-driven practices.
- Effectively identified risks and issues for new and existing implementations through corrective actions to mitigate potential delays and obstacles.
- Liaised with external vendors for tool acquisition, support, and customizations and worked closely with internal stakeholders such as IT, HR, and operations to ensure the tools meet business needs.
- Led a cross-functional day to day operations team using firm’s professional platforms respecting SLAs and KPIs (Service Now)
- Led the collaboration tech test lab for video conferencing and audio visual to thoroughly test solutions.
- Managed the budget for the collaboration projects and operations
- Explored alternative cost-effective solutions for existing solution using various data input
- Continuously ensured that the collaboration systems are functioning optimally, keeping them updated and secure accompanied by security assessments and quality assurance (Managed system updates, bug fixes, and security patches)
- Collaborated with Internal/Global PwC teams to facilitate the implementation of new solutions and in many cases solving existing challenges
- Constantly followed industry trends, emerging technologies, and advancements in AV collaboration solutions to reflect any applicable improvement to the current and future collaboration environment.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Managed third-party contracts to drive delivery of required services.
Technology Support Administrator
Strategy& (Formerly Booz&Company)
08.2015 - 05.2019
- Provided technical support and assistance to end-users regarding hardware, software, and network issues via phone, email, or in person.
- Diagnosed and resolved technical problems related to desktops, laptops, printers, mobile devices, and peripherals in a timely manner.
- Installed, configured, and maintained operating systems, software applications, and security patches to ensure system integrity and data protection.
- Managed user accounts, permissions, and access controls in accordance with security policies and procedures.
- Conducted hardware and software inventory management, including asset tracking, procurement, and disposal processes.
- Collaborated with cross-functional teams and third-party vendors to escalate and resolve complex technical issues.
- Documented support activities, solutions, and resolutions in the ticketing system to maintain accurate records and facilitate knowledge sharing.
- Provided end-user training and guidance on IT best practices, tools, and resources to promote self-service and minimize support requests.
Education
Masters of International Business Management -
Universitat Autònoma de Barcelona
Spain, Barcelona04-2015
Management of Information Systems -
Lebanese International University
Lebanon01-2012
Skills
- Proficient in Collaboration Platforms (Microsoft,Cisco,Zoom,Webex)
- AV technology, including audio, video conferencing and control systems
- Video Conferencing (Cisco, Neat, Logitech, Poly, Lenovo, Mago and more)
- Vendor Management
- Training end users
- User experience testing
- Performance Testing
- Basic networking skills
- Project Management
- Service Now ticket management
- Public Speaking
- Preventative Maintenance
- Desktop and Mobile operating systems knowledge
- People Management
- Change Management
- Cisco Collaboration Solution
- Project Delivery
- Data Analytics basics
- Data driven decisions
- Budget forecasting
- Professional user support
- Finance / Budget proficiency
- Schematics / Design / Floor Maps understanding
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
Timeline
Service Delivery Manager
PricewaterHouseCoopers
06.2019 - Current
Technology Support Administrator
Strategy& (Formerly Booz&Company)
08.2015 - 05.2019
Masters of International Business Management -
Universitat Autònoma de Barcelona
Management of Information Systems -
Lebanese International University
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