Samer Radwan

Experience

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  Adtiya birla group

  Jun 2013 - Sept 2014

  L3 Technical Associate

  • Manage a team of IT professionals to meet organizational goals; • Provide leadership and mentorship to a department that supports 24/7 Customer Support operations.• Maintaining the inventory of equipment and parts as well as documentation of vendor activities.• Functioning as the assistant IT Project Manager.• Developed & documented system standards (policies & procedures) for Helps desk and IT Security.• Develop and implement international best practices for IT service management (ITSM, CRM).• Responsibility of the Email Support regarding Incident Management, Problem Management, and Request Management• Managed projects to upgrade all servers to Windows server 2012R2.• Provide continual improvement recommendations for Customer satisfactions. Show less

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  Abrar Communication Co

  Jan 2015 - Sept 2016

  IT Administrator

  Managing all IT & Telecom company projects.• Planning and management of the IT department operational and Technical based on business need.• Develop and implement international best practices for IT service management (ITSM,ITIL).• Planning, executing, and evaluating IT projects according to predetermined timelines and budgets• Developing and implementing policies & procedures related to the organization's InformationTechnology Infrastructure.• Managing, implementing, and deploying IT Security Management and Monitoring processes, practices,tools and techniques.• Participate in customer and internal projects, including transformation.• Managed IT Service Management project according to the ITIL framework (Helpdesk and Incidentand Request fulfillment and problem Management- service catalog).• Created plan for a building’s IT infrastructure project.• Ensure Configuration Management Database (CMDB) entries are complete and accurate.• Independently implements changes/solutions to meet customer and/or trade/IT infrastructure needswithin area of technical responsibility.• Resolve routine in-scope technical incidents independently.• Set expectations with customers and/or internal businesses/end users within defined parameters.• Work with team members to resolve more complex incidents.• Managed project for the upgrade of virtualization of servers (VMWARE - Windows server 2012- MailExchange).• Prepared Disaster Recovery Plan (DRP).• Apply patch and security changes per policy. Show less

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  NCBS National Company for Business Solutions

  Jan 2016 - Jan 2017

  Presales Engineer

  • Using a deep knowledge of our platform, ensure that all products sold can be executed bothfunctionally and technically, within the scope and timeline defined in agreement with the customer.• Improve negotiations and contract closing by providing support to the Sales Team.• Delivering sales presentations to clients, including designing and development presentations andresponding to RFPs.• Proactively and accurately identify prospect pain and propose creative solutions.• Own the development of custom presentations, demonstrations, and prototypes to articulate use- cases and value to prospective enterprise customers across verticals.• Drive trial periods with prospects to ensure they are effectively learning and engaging with theplatform.• Document and communicate product feedback and new requirements from the field to drive cross-team collaboration.• Clearly articulate technical capabilities of the products, attend and/or perform technicaldemonstrations.• Respond to technical and/or functionality questionnaires.• Detect functional gaps during scoping calls, analyze them and work with the Product Team to find aviable solution.• Provide scoping support to sales representatives, and substantiate the solutions offered to prospects,from both a business and technical point of view.• Assist in other tasks to help close deals, such as price tailoring, contract and SOW drafting, securityQ&A, and customizing demo environments for the customers for better visibly of the products. Show less

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  RM

  Jun 2017 - Jul 2021

  ITSM Administrator

  • Review ITIL GAP Assessment based on the ISO/IEC15504.• Prepare Plan Built and implement ITIL Process & SMO according to the Project plan (ITIL/COBIT).• As Service Manager Carry out all responsibilities of manage SMO as per SMO plans.• Responsible for facilitating and leading the development, improvements, and documentation of coreService Management processes and service delivery such as Incident Management & RequestFulfillment &Problem& Capacity and Availability, information Security, Release and Deployment andCSI process according to the ITIL and ISO20K.• Manage the service Catalogue, Service Reporting, SLA and Prepare Related KPIs.• Provide reports to an agreed schedule or on request, including management summaries and detailedperformance reports.• Apply growing technical knowledge to operate a technology area (e.g., server administration,technical security management, performance management) or customer group with limitedrisk/complexity.• Integrates technical knowledge and business understanding to create superior solutions for thecompany and for customers.• Quarterly report publication and customer meetings to review SLAs/OLAs• Updated Customer Service Manuals; Tracked customer performance against agreed SLAs; Performedpersonnel performances evaluations.• Increased SLA's/OLAs performance by introducing processes that improved communication betweenend users and the IT support organization.• Provided day-to-day user support level I & II and IT infrastructure to 47 municipalities with local andremote support model in an ITIL environment. Performed internal audits, conducted gap analysis, anddeveloped / implemented disaster recovery plan.• Responsibility of the Service Desk, Incident Management, Problem Management, and CMDB of user'sassets (10,000+) and Service Level Management for all provided IT services. Show less

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  RMG | مجموعة ريناد المجد (لتقنية المعلومات)

  Mar 2018 - Aug 2021

  ITSM Implementation Design Manager

  Project Objective:The primary objective of the IT Service Management (ITSM) implementation project was to enhance the efficiency, reliability, and responsiveness of the IT department by adopting industry best practices and deploying a robust ITSM tool. The goal was to streamline IT processes, improve service delivery, and provide a better user experience for both internal and external stakeholders.Outcome:The project resulted in a significant improvement in the IT service delivery framework. Key outcomes included a 80% reduction in incident resolution time, a 90% increase in user satisfaction, and improved compliance with regulatory requirements. The successful implementation of the ITSM tool facilitated better visibility into IT operations, enhanced the ability to track and manage IT assets, and provided comprehensive reporting capabilities for continuous improvement.Role on the Project:I served as the ITSM Project Manager, overseeing the entire lifecycle of the project from inception to deployment and postimplementation support.Responsibilities and Deliverables:1: Project Planning and Initiation: Conducted a thorough needs assessment and gap analysis to understand the existing IT processes and identify areas for improvement. Developed a detailed project plan, including timelines, resource allocation, and risk management strategies.2: Stakeholder Engagement: Facilitated regular meetings with key stakeholders, including IT staff, management, and endusers, to gather requirements and ensure alignment with business objectives. Provided clear communication and updates to stakeholders on project progress, milestones, and any changes to the project scope.3: Tool Selection and Configuration: Led the evaluation and selection process for the ITSM tool, ensuring it met all technical and functional requirements. Worked closely with the vendor to configure the ITSM tool to align with the organization’s processes and workflows. Show less

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  Riyadh Municipality

  Jun 2018 - Sept 2021

  Service Management Consultant

  • Promote service improvements on an ongoing basis to continually enhance quality of service andcustomer satisfaction with IT support services.• Overseeing the incident management process and team members involved in resolving the incident.• Responding to a reported service incident, identifying the cause & initiating the incident managementprocess.• Prioritizing incidents according to their urgency and influence on the business.• Collaborating with the incident management team to ensure that all protocols are followed as perProcedures by the organization.• Incident and Problem and change management .• Logging all incidents and their resolution to see if there are recurring malfunctions.• Adjusting the incident management process as required to ensure its effectiveness.• Communicating with upper management if major issues are found in the IT system.• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.• Complete the ISO2000K’s project Requirements and Maintain Certificate.• Prepared and Implementing ITIL and achieving steps for ISO 20000project.• Reviewing the application of quality measures in the administration of Information. Technologyservice, to find area of improvements based on ITIL & ISO 20000 and its projects.• Building the Service Catalogue for E-service (Business & Technical).• Conduct all Quality plan and Quality Assurance activity for all IT projects.• Preparing KPIs and CFs for processes to measure performance and make improvements.• Prepare IT Goals and IT Governance Road map plan base on Cobit 5.• Conducted GAP Assessment based on the ITIL Maturity model.• Owners of change Management process as change manager & established CAB& ECAB meeting.• Built documentation for ITIL Process, including Change Management, Incident Management, AssetManagement, Request Management and Service Catalog.• Develop, maintain, and manage (SLA/OLA) agreements to ensure smooth delivery of IT services. Show less

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  NourNet

  Sept 2021 - now

  Service Delivery Manager

  Proactively managed teams, providing guidance on processes and business objectives.• Successfully oversaw onsite team management, ensuring seamless operations.• Managed remote and offshore teams, implementing effective shift rosters, including 24X7 coverage.• Functioned as the single point of contact for team members, fostering effective communication within the team.• Served as the communication bridge between the team and customers, ensuring alignment of goals and expectations.• Represented in interactions with customers, vendors, and other project team members.• Implemented efficient time management strategies, resulting in improved team productivity.• Successfully minimized regretted attrition and transition impact through strategic team turnover management.• Initiated and led Customer Satisfaction surveys, contributing to enhanced client relationships.• Delivery Management• Oversaw Incident Resolution processes, ensuring timely and effective resolutions.• Actively drove steering committee meetings at regular intervals, facilitating decision-making processes.• Ensured fast decision-making or escalated issues to appropriate levels for prompt action.• Managed SLA adherence and submitted weekly, monthly reports to all stakeholders.• Measured and reported commercials, managing gross margin effectively.• Engaged in ticket identification by processes, solution design, prioritizing, and resolving issues.• Participated in meetings, distributed minutes, and developed agendas for onsite and offshore teams.• Managed and identified risks/issues, communicated infrastructure-related issues in advance.• Initiated Customer Satisfaction surveys as defined by the company.• Brought efficiency to processes, demonstrating value to the custome..Maintained awareness of business priorities and customer satisfaction levels. Show less