Moath AlQasim

Experience

• 

  The Jordan Boats industries Co.Ltd

  Jun 2008 - Dec 2008

  Computer Engineer

  -Install, configure, and maintain the company network, provide internal analysis and support.-Manage hardware maintenance and performance of the LAN/WAN.-Manage hardware maintenance and performance of the PC's.

• 

  Orange

  Jan 2009 - Sept 2009

  IP Network Access Engineer \ Orange-JEA (trainee)

  NMC-DATA-Data Network Monitoring, Fault handing, troubleshooting etc...-Customer support (follow up ADSL's, VDSL's & FTTx complains).-First & second level troubleshoots for the customer FR.LL. &ADSL complains on AWS, Cisco & Juniper etc.-Follow up with Remedy ARS tickets.-Follow up with the technicians in the field.-Update data base.-Reporting the network failures.-Testing NMC/DATA tools.-Configure new ADSL, L.L, P2MP & Frame relay using AWS Exceed "ALCATEL WORK STATION" Application.-First & Second Level maintenance router's configuration.-Provision the ADSL Ports on the ATM network.-Monitoring ATM core and ATM nodes (DSLAM: ASAM & ISAM).-Monitoring the data network devices threw (HPoV, Net Boss) applications.-Monitoring National & International, ISPs Links threw (Cacti Multiple Router Traffic Grapher) server.-Testing & Monitoring the IPTV Service, Receiver Cards (equipments) & Quality of Service ISO. Show less

• 

  Saudi Telecom Company

  Oct 2009 - Jan 2016

  Worked in STC under sponsorship of STC subsidiary company (CCC)Technical Centers (front-line and back-office for 900 " IPTV , xDSL , FTTH , GSM ") Policies , Processes , Procedures & Projects :-Business Process Management.-Business Process Re-engineering.-Business process Automation.-Operational Transformation.-Business Process Improvement.-Project Management.-Risk Management.-Customer Experience Enhancement.-Cross-functional Management.-Change Management.Main Objectives (focus area):• Reduce costs.• Reduce defects.• Reduce cycle-time.• Reduce process wastes.• Improve productivity.• Improve customer satisfaction & experience. Show less Worked in STC under sponsorship of STC subsidiary company (CCC)Solutions Developers Team leader.TELETECH-STC Pilot Supervisor.-Main Focus: Work Environment, People, Systems and Process (Procedures).-Pilot Project Goals: Specific, Measurable, Attainable, Realistic &Time-Bound “SMART”-HARD WORK = Define, Measure, Analyze, Improve and Control (Plan, Do, Check &Act) =SUCCESS-Drive KPI’s (ACO, ACR, Aban Rate, CSAT, FCR, ASA, AHT, SL, AR, ACH, Quality and Adherence etc.)-Pilot Project Values: Respect, Initiative, Integrity, Passionate and Teamwork-Leadership: Be: • Trustworthy – truthful, respectful, honorable, reliable and humble.• Caring – empathetic, helpful, understanding and considerate.• Competent – knowledgeable, skilled, proficient and capable.• Courageous – fearless, bold, daring, audacious and inspirational.• Creative – innovative, original, pioneering and imaginative.• Tenacious – persistent, energetic, determined and firm.Know: • Interpersonal Skills – coaching, teaching and motivating.• Conceptual Skills – reasoning creatively, innovatively, critically, analytically, and ethically.• Technical Skills – job related skills, abilities, aptitudes, expertise, and knowledge.• Operational Skills – problem solving through project management, process improvement, and functional tasks.Do: • Influencing – directing, motivating and communicating.• Operating – planning, guiding, inspecting, verifying and validating.• Improving – effectiveness, efficiency and quality.- Pilot Project Coaching Techniques, Skill/Will Matrix: •Encouraging: Ask, Listen and Support.•helping: Explain, Discuss and Plan Together.•Instructing: Tell, Show and Do.•Empowering: Confirm Plans, Challenge and Recognize.-Stages of Pilot Team Development: Forming, Storming, Norming, Performing and Adjourning (Transforming) -Develop Pilot Project “Start-Stop-Continue” Exercise-TIMWOODU: Identify, Minimalize & Eliminate. Show less Worked in STC under sponsorship of STC subsidiary company (CCC) since feb 2012 , before under sponsorship of Xplus company.Improve & Enhance CALL CENTER METRICS: -First Call Resolution (FCR). -Service Satisfaction Rate (CSAT). -Average Call Duration. -Call Quality. -Escalation Rate. -Time to Resolution.Systems:• ICMS • BMS (Huawei) • NetView• U2000 • ALU AWS • One View• PMS • Huawei Network Management Platform• 5529 AMS GUI • ACI EM GX 2.8M (Nokia Siemens Network)• RTTS -Remedy Ticket System • N2000 Fixed Network Integrated Management System • JDSU IPTV monitoring tools (HomePM, Dataminer, RPM)Technical Support & Training for the Following Services:•IPTV service,•Fiber optic home service FTTH,•Wi-Fi service,•WiMax service,•Wireless Service,•Connect "USB",•Broadband Services,•Green Net service etc...- Solving customer problems using home device manager (HDM), the integrated system and other systems available, examine the efficiency of the xDSL,FTTx,IPTV & the stability of the service and check the username & password and the User Qouta and make the effort to end the recurring problems ASAP.- Improving the performance section, raise the productivity of employees, training new employees on different systems, Improve the of quality of service (QoS) provided by the employee, to resolve recurrent problems, improve C.C. KPI's like AHT, the time of stability and overall productivity of the 906 call center.- Follow-up with frequent breakdowns and general problems that come to the center, collecting samples of failure, determine the services and the affected BRAS , Radius, Exchanges, Frames, Slots & Ports etc, and examine it and follow up with other departments to resolve problems.- Follow-up reports, violations of quality, listening to the calls, analyzing by the Speech Log system etc... Show less

  • Business Analyst | Process Development.

    Aug 2014 - Jan 2016

  • Technical Support Expert

    Jan 2014 - Jul 2014

  • Technical Support Supervisor

    Feb 2010 - Dec 2013

  • Senior Technical Support Engineer

    Oct 2009 - Jan 2010
• 

  Bupa Arabia

  Feb 2016 - now

  - SAMA IT Governance & Cobit Framework- SAMA Cyber Security Framework (Maturity level3 & 4 )- Business Process Management- NCA Guidelines - IT Policies , Procedures and Documentation- IT Audit Management.- IT Service Management.- Risk Management, Key Risks Indicators (KRIs) and Risks & Controls Self Assessment (RCSA)- Business Continuity & IT Disaster Recovery Management- ISO Standards 20K – 27K & 38.5K- IT KAIZENs & Continual Improvement - Project Management - SAMA IT Risk Based Supervision (RBS) Framework - Enterprise Architecture- Data Management - DAMA Framework - IFRS 17 Implementation Support- IT Delegation of Authority- Devops - DORA Metrics Show less Information Technology Department:- Build BPM Capability , capture the activates , Data Input , Data Output , Executor , Org Unit , Application and App Module / Components.- Make all processes available for business users access, review and update .- Increase BPM Maturity State in Organization.- Review processes and identify bottlenecks or deficiency point.- Capture the processes in all Views Types (Functional and Cross Functional ) and levels (Process , Sub Process , Activates , Tasks and steps) and link it with data entities , record's, platforms and application components based on needs and recommend best practices & innovative approaches for enhancement.- IT Department projects associated processes updated , documented and signed off.- Business Continuity Management.- Apply control points (KPI's , SLA's and OLA's) on the current processes and Documentations.- Make sure All BRDs and CRs comes with proper process maps and analysis.- Monitor and Support IT Strategy and Budget Capex / Opex.- Managing IT Procurements.- Contribute to major IT projects and initiatives and suggest improvements. work with colleagues to address, document and support regulators , audit and BCM requirements.- Manage and Administrate Mega Tool and Preserve the availability of the tool for the users and scope of Read/Write user access license in Mega, including Risk Management , MEGA Simulation BPMN , MEGA IT Portfolio Management , MEGA TOGAF 9 and other capabilities.-Play an Active Role in Contributions and Participation in MAG (Mega Administration Group), BEAF (Bupa Enterprise Architecture Framwork) and BEAR (Bupa Enterprise Architecture Repository) Projects with Bupa Global.-Implementation of IT Governance Framework (Cobit5) in Governance and Management Levels.-Resource , KRIs and IT Risks Optimization and Management.- Vendor Evaluations and Projects Prioritization. Show less

  • Director IT & Digital Governance

    Jul 2024 - now

  • IT Governance - Senior Executive Manager

    Jul 2022 - Jul 2024

  • Senior Manager - IT Governance

    Mar 2020 - Aug 2022

  • Manager - Process & Documentation

    Feb 2016 - Mar 2020