Mohamed Alaa
Summary
Highly experienced and results-driven Project Manager with a proven track record of successfully planning, executing, and closing projects on time and within budget. Skilled in leading cross-functional teams, managing project scope, and ensuring client satisfaction. Strong communication, leadership, and problem-solving skills.
Overview
18
18
years of professional experience
Work History
Project Manager/Technology Operation Manager
07.2021 - Current
- Determine and define project scope and objectives
- Predict resources needed to reach objectives and manage resources in an effective and efficient manner
- Prepare budget based on scope of work and resource requirements
- Track project costs to meet budget
- Develop and manage a detailed project schedule and work plan
- Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
- Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
- Utilize industry best practices, techniques, and standards throughout entire project execution
- Monitor Project progress and adjust as needed
- Measure project performance to identify areas for improvement
- Develop, implement, and review processes, procedures, and strategy decisions
- Updating confluence with all policy and procedures
- Manage a team of 91 members, 11 supervisors, and 80 engineers and ensure effective
- Arrange the transportation during the shifts and outside metro working hours
- Generate weekly and monthly reports for all zones in Expo2020
- Achieving SLA of a minimum of 98% for overall incidents and requests inbound
- Ensuring of Covid19 requirements and instructions are enforced during the event
- Creation of checklist for each zone and venue in the site as per management request
- Plan and manage the offboarding of Expo2020 employees with HR and CSOC
- Assisting with recruitment, selection, training, and performance management activities
- Delegating tasks and responsibilities
- Planning and distributing employee work schedules
- Listening to and addressing employee concerns, forwarding to Team Manager as appropriate
- Addressing any conflicts within the team that may arise
- Increasing team motivation and sharing positive feedback and praise
- Circulating company information and updates within the team
- Holding team meetings and communicating their results to Team Manager
- Helping Team Manager in the development and implementation of procedures that improve efficiency and increase safety
- Providing training, feedback, and coaching
- Ensuring a safe and tidy workplace for employees
- ServiceDesk plus (ITSM) monitoring, assignment and addressing high priority tickets
- AD manager, user’s creation modification and deletion
- Desktop Central 10 endpoints enrollment and client updates
- Responsible for 4000+ machines monthly patching, Testing, and deployment
- Office 365 and exchange 2019 admin centers, mailboxes creation and modification
- SCCM use on content handling, modification, and troubleshooting
- MDATP onboarding/offboarding and risk exposure machines handling beside package creation for Windows and Mac OS
- Crestron Video-wall controllers planning and managing (front-end)
- Clickshare installing, configuration and tagging
- LAPS planning, testing and deployment
- Objectives:
- Looking forward to improve and develop my skills and to work with professional managers and collaborate with a technical team, and use technology to build successful innovative solutions and meet strategic plans and visions.
Technology Operation Manager
Expo2020
02.2020 - 07.2021
- Manage a big team and handle more than 4000 end-user’s tickets
- Report all the resolved requests, incidents, and alerts to top management
- Measure the KPIs of all of the team members on the IT team
- Ensures service delivery and incident resolutions are met under service level agreements for both Guest and Back of House teams
- Reviews escalated and assigned cases with the IT Operations Team to ensure case progression and a resolution are obtained
- Design, develop, implement, and coordinate systems, policies and procedures
- Continuously review and enhance to improve the operation’s efficiency
- Represent the IT department in management meetings and deputies for the IT Manager in his absence
- Assist VIPs and high-priority issues whenever needed.
Assistant Manager
Expo2020
10.2018 - 01.2020
- Using software and ticketing system (i.e., Manage Engine, BMC Remedy, and Footprint)
- Using Ad Manager Pulse to manage users and computers and Emails
- Using desktop central to manage inventory and implementing configuration, and update the new software
- Assists in the escalated issues and requests and provide permanent fixes
- Assigning tasks and balancing workload between team members and assisting technically if needed
- Cover all incidents and requests that come from VIP users
- Contacting vendors and contractors to fulfill whatever is required from the client
- Monitor the tickets and provide solutions for the issues that couldn’t be fixed
Senior IT Consultant
MOF, AUH
06.2015 - 09.2018
- Using software’s and ticketing system (i.e
- BMC Remedy and Footprint)
- Provide the troubleshooting for different type of printers within workplace
- Familiar with all kinds of IOS and Android Devices and how to deal with them
- Installing and configuring computer hardware OS and applications
- Monitoring and maintaining computer systems and networks
- Cisco IP phones, Alcatel and Avaya installing, configuring and managing via portal
- Video conference software preparing, scheduling and linking multi-endpoints
- Communicating with staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults and replacing parts as required
- Providing support, including procedural documentation and relevant reports
- Following policies, diagrams and written instructions to repair a fault or set up a system
- Working continuously on a task until completion (or referral to third parties, if appropriate).
IT Technical consultant
Sutherland, DXB
06.2014 - 06.2015
- Responsible for providing technical support for consumer products users
- Leveraging both internal and external knowledge base systems and stakeholder relationships for assisting end customers
- Escalating whenever necessary to the Team Manager if you’re unable to provide a solution to the customer’s problem
- Adherence to SLA definitions and guidelines of the client and the process
- Responsible for being up-to-date on the client website, products, services, policies and procedures to ensure accurate information and effective troubleshooting are supplied to customers while on call
- Will coordinate with and support other departmental functions as and when required (e.g
- E-mail, web chat, support etc.).
01.2006 - 01.2011
Education
B.Sc. (Honor Degree) Telecom Engineering -
Future University
Sudan2011
Skills
- Ability to work under pressure
- Decision Maker
- Time Management
- Self-motivation and Leadership
- Conflict Resolution
- Problem-Solving
- Stakeholder Communication
- Quality Assurance
Timeline
Project Manager/Technology Operation Manager
07.2021 - Current
Technology Operation Manager
Expo2020
02.2020 - 07.2021
Assistant Manager
Expo2020
10.2018 - 01.2020
Senior IT Consultant
MOF, AUH
06.2015 - 09.2018
IT Technical consultant
Sutherland, DXB
06.2014 - 06.2015
01.2006 - 01.2011
B.Sc. (Honor Degree) Telecom Engineering -
Future University
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