Mohamed Musa
Dubai
Summary
Dedicated IT Service Delivery Manager takes hands-on approach to running problematic information technology projects. Boasts over 14 years of experience overseeing technical and planning aspects of tech deployments, installation, maintenance and troubleshooting. Particular focus on juggling cost-benefit analysis and technical requirements. Conducts formal project reviews and assessments to meet strict organizational and regulatory expectations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Support Team Leader
Emaratech (DXB Airport)
11.2021 - Current
- Manage technical support team, providing line management, mentoring and engagement with other support teams
- Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met.
- Provide internal training, alongside Head of Support Services and introduce and maintain effective and efficient ITIL processes for Incident, Problem, Change and Service Improvement
- Ensure that ticket queues are managed effectively & provide technical integration support to clients.
- Develop and present reports on service delivery performance, difficulties, and suggestions to key stakeholders.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
Senior Technical Support Engineer
Cerner Corporation (MOHAP)
04.2021 - 10.2021
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support
- Assisted customers with more difficult technical issues requiring greater level of personalized care and in greater length
- Creates solutions to customer problems
- Provide sound recommendations to their queries.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Performed root cause analysis of reported issues to enact corrections.
- Documented faults and bugs for referral to development staff for use in updates.
IT Project Manager
Micronet Integrated Solution (MIS)
01.2017 - 03.2021
- Developed project management roadmap to define project objectives, timelines and milestones.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Developed project plans identifying key issues, approaches and performance metrics.
- Develops, maintains, and revises proposals for assigned projects including project objectives, technologies, systems, information specifications, timelines, funding, and staffing.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
Software Developer
Micronet Integrated Solutions (MIS)
01.2010 - 01.2017
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Developed software for desktop and mobile operating systems.
- Supervised work of programmers, designers and technicians, assigned tasks and monitored performance against targets.
- Designed and implemented scalable applications for data extraction and analysis.
- Estimated work hours and tracked progress efficiently.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Created proofs of concept for innovative new solutions.
- Conducted data modeling, performance and integration testing.
Education
MSc. of Computer Science in Information and Communication Systems Security -
University of Khartoum
Khartoum, Sudan05.2014
BSc. of computer systems and networks - undefined
Sudan University of Science & Technology
Khartoum, Sudan10.2009
Skills
- Communication Skills
- Problem Solving
- Leadership
- Project Management
- Good at using Microsoft applications, SPSS, Visual studio, MS Project and SQL server
- Data Analysis Tools such as Power BI, Tableau, Magpi, kobo collect
- Citrix, Cerner Millennium, ManageEngine, Active Directory, JIRA, Splunk & AppD
- Incident/ Service Management
Personal Information
Title: Technical Support Team Leader
Certification
- PMP - Project Management Professional.
- ITIL - Information Technology Infrastructure Library.
- ArcGIS Development Advanced.
- ArcGIS Development Foundation.
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Technical Support Team Leader
Emaratech (DXB Airport)
11.2021 - Current
Senior Technical Support Engineer
Cerner Corporation (MOHAP)
04.2021 - 10.2021
IT Project Manager
Micronet Integrated Solution (MIS)
01.2017 - 03.2021
Software Developer
Micronet Integrated Solutions (MIS)
01.2010 - 01.2017
MSc. of Computer Science in Information and Communication Systems Security -
University of Khartoum
BSc. of computer systems and networks - undefined
Sudan University of Science & Technology
- PMP - Project Management Professional.
- ITIL - Information Technology Infrastructure Library.
- ArcGIS Development Advanced.
- ArcGIS Development Foundation.
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