COMMITMENT | LEADERSHIP | INTEGRITY
Proven performance while driving technology initiatives to advance overall business operation strategies, with expertise in processes reengineering, organization formation, and development. Many years of combined experience in technology, leadership, financials, human resources, and vendor management in fast-paced services and manufacturing industries. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.
Abbott Laboratories – Waukegan, IL April 2015 – Present
Digital Delivery Manager Plan/Build Collaboration
· Managed and supervised vendors’ medium and large projects and implementations.
· Managed millions of dollars in combined projects not limited to validated software development, SaaS implementations, business acquisitions and divestures.
· Uncovered $1.3 million in licensing savings for divisional R&D ECAD tool.
· Architected and program managed the development and implementation of a system that enabled Abbott to reduced electronic components life cycle risks, ensured constant supply, and improved financial performance over the entire medical devices product lifecycle.
· Heavily involved in the most rigorous software development SLC to drive regulatory compliance.
· Wrapped-up and closed the largest Microsoft SharePoint migration to Microsoft 365 in the world.
· Generated millions of dollars in cost savings through strategic negotiation with vendors.
· Prioritized and managed critical program budgets and ensured authorized resources are obtained and funded.
· Assessed project plans and determined action items to ensure programs success, delivered on time, and on or under budget.
· Led internal/contractor project managers and infrastructure teams in developing and executing program plans.
· Communicated and reported programs progress with management and leadership team.
· Developed, wrote up and submitted change management requests and participated in all Infrastructure Change Management meetings on behalf of the delivery organization.
· Resolved escalation issues before reaching upper management leadership.
· Provided leadership, directions, acted as technical resource in all phases of infrastructure, software development, and implementation process.
· Worked with various infrastructure teams and provided solutions for predictive issues to avoid programs delay.
North and Latin America Digital Commerce Program Manager
· Program managed B2B and B2C plan/build digital commerce platforms leveraging Magento in AWS.
· Program managed the implementation of two B2C products specific new sub-stores.
· Program managed reskinning of AbbottStore.com
· Managed Adobe’s Magento system administrators throughout the evaluation of Abbott’s production infrastructure environment, ecosystem configurations, and settings.
· Delivered the implementation of six promotional merchandise webstores for internal use.
Sr. Project Manager – Infrastructure System and Solution Development
· Managed 20+ simultaneous medium and high initiatives projects.
· Partnered with Network Engineering, Border Security, and Hosting Solutions teams to deliver on complex global initiatives.
· Managed the development of 3-5 years global strategy for LAN/WAN network, Voice, and Border Security.
· Led Hadoop data platform implementation for big data analysis.
· Led severs implementation for SharePoint to facilitate data migration from on-premises to managed services.
· Led desktop/mobile client access policy for Office 365 managed services cloud solution, NetScaler Reverse Proxy configuration, and unit testing.
· Managed the deployment of System Command Center’s embedded OS and application new release on Lab Instruments.
· Led the effort to troubleshoot metrics collection on medical instruments in the field used for transfusion diagnostics testing connecting to Abbott’s cloud managed services.
· Transformed application servers located at a Singapore third-party vendor to in-house hosted cloud solution.
· Led the deployment of Empower 3 Enterprise, High-performance Liquid and Gas Chromatography in China.
· Transformed barcode scanning capabilities of 3rd party warehouse located in England to feed on premise ERP system.
· Managed the deployment of CISCO CUCM globally.
· Managed the consolidation of SQL VM clusters that led to a significant savings.
IBM – Dubuque, IA November 2014 – April 2015
Infrastructure Services, Wintel
Improved overall performance and reliability of 24/7 managed services operations, supporting 19,000+ Wintel servers for the largest managed care and hospital system in the US.
· Within the first 30 days, I was able to cut down on daily average tickets queue by 75%:
o Formulated a focus team to address pressing issues and avoided further escalation,
o Used predicative failure methodology to prevent critical incidents to arise, and
o Investigated root-cause of tickets inflation, and worked with the responsible department to avoid duplicate incidents automatic reporting.
· Cut 100% of duplicate work done by both the morning shift and night shift by process improvement.
· Managed the department’s implementation and maintenance projects, and developed projects’ KPI to monitor their progress.
· Resolved all client’s escalated issues and maintained client satisfaction.
· Participated in client’s (Office of Inspector General) government audits for services provided by IBM.
· Partnered with client’s Project Managers to streamline cross-functional processes and workflow.
· Met with the client twice a week to evaluate projects progress, department performance and troubleshoot issues.
· Worked closely with department management team to improve support workflow processes and review SLAs.
· Partnered with Sales department to analyze and evaluate maintenance fee costs for physical servers, VMWare hosts, and EMC storage configurations.
· Managed the deployment of Hewlett-Packard engineers to replace failed (or predictive fail) hardware, and MainTech engineers to investigate unreachable servers due to hardware failure.
· Administered, maintained and troubleshot Windows servers OS, HP servers’ hardware, and LAN/WAN network related issues remotely, located at the client’s datacenters and regional offices.
· Project managed and participated in manual application of security patches that affects Windows servers and PCI (Payment Card Industry) systems.
· Complied with HIPAA guidelines to handle highly confidential information.
· Participated in all Change Management meetings and allocated resources based on skill level.
Intelligent Sourcing Group – Irving, TX May 2008 – November 2014
Business Technology Director
Overseen the Information Services and Technology Group, ensuring the delivery and growing the critical information capabilities such as business applications, productivity solutions, voice and data networking, data center operations, and custom information solutions.
· Setup companywide hardware, software and mobile telecommunication devices standards.
· Engineered, designed and implemented two data centers utilizing VMware technology for business continuity and failover to meet the vast growing needs of ISG’s virtual workforce.
· Established www.VirtualCyberCloud.com managed services. Provided cloud applications service and web hosting. Utilizing three different hosting environments, Microsoft Windows Servers, Linux servers, and 3rd party vendor.
· Remotely built, configured, and troubleshot Windows servers OS and HP servers’ hardware related issues.
· Formulated IT organization ITIL based operation, and managed resources within budget.
· Established SLAs, change management, change order requests and configuration management processes workflow.
· Provided direction and technical leadership; acted as technical resource in all phases of the development and implementation process.
· Established and managed internal offshore software development team of 39 individual contributors, administration staff, accounting, general counseling and vendor relationship.
· Acted as a liaison between business unites and IT organization, evaluated evolving business requirements and recommended appropriate systems alternatives.
· Formulated and defined systems scope and objectives for complex, high-impact projects through in-depth evaluation of complex business processes and industry standards.
· Provided in-depth and sophisticated analysis with interpretive communication to define problems and develop innovative solutions.
· Overall full life cycle project management, strategic planning, project tracking, managing IT projects budget, and vendors management.
· Managed the development of preparatory HR system; employee lifecycle and its integration with Taleo Applicant Tracking System.
· Directly involved in company business development, financial topics and clients invoicing.
Wisconsin Starz Academy – Kenosha, Wisconsin May 2008 – December 2012
Owner
· Oversaw and ensured operation is in compliance with Department of Children and Families DCF-251 roles and guidelines.
· Managed and recorded financial activities in Quickbooks.
· Processed payroll and filed all tax deposits, and submitted quarterly payroll forms (940, 941, Wisconsin withholding, and SUI). Including the processing of child support payments, levies, garnishments and workers’ compensation for 25 employees.
· Handled Department of Children and Families, and Department of Public Instruction financial audits.
· Complied with Sarbanes-Oxley and HIPAA guidelines to handle highly confidential information.
· Partnered with Kenosha Unified School District to provide 4K pre-school program at the facility.
· Established ContinuingEducationStation.com line of business that provides Wisconsin registered teachers with continuing education classroom hours to meet their CE needs.
· Developed children attendance system for more accurate reporting than any leading software in the market. System was utilized by the Fraud Unit at the Department of Workforce Developed.
· Forecasted annual budgets, managed vendors’ relationship, and conducted annual vendor review.
· Rolled-out Orange HRM system for employee performance reviews.
· Developed children assessment system to monitor their developmental progress.
· Led the day care through the YoungStar government program to achieve 3 Stars ranking.
AON Hewitt – Lincolnshire , Illinois March 1997 – May 2008
(Formerly Hewitt Associates, Inc.)
Sr. IT Regional Manager (February 2005 – May 2008)
Managed endpoint support delivery group for the headquarter office, global virtual employees, East and West Regional offices, and Global Apple support. Providing operation support for over 15,000 employees.
· Support regional data centers and servers patch management.
· Formulated a world-class organization to provide end-user IT Support for Hewitt’s virtual employees that work from clients’ site or home.
· Favorably positioned the Off-Site Support organization structure for the Multi-Processing Benefit Outsourcing business segment.
· Partnered with HR and business segments to set Alternative Work Pattern program policies, guidelines, planning and strategies.
· Projected IT budgets for all four organizations.
· Led several Multi-Processing Benefit Outsourcing client implementations.
· Re-engineered time analysis tool to provide accurate cost information for various projects and activities.
· Led development of off-site equipment shipping tracking system and saved 15% of technician’s time spent on tracking equipment.
· Generated 40% company savings on Macintosh support through strategic negotiation with vendors.
· Spearheaded process re-engineering and software development of asset management tracking system.
· Managed endpoint support organization of 128 individual contributors and 8 direct report managers.
· Support regional data centers and servers patch management.
Sr. IT Location Manager (April 1999 – February 2005)
Managed IT support teams (Desktop Services, Integrated Technology Services and, Software Specialists), and data center that provided IT services for 1200 employees’ location.
· Generated 40% savings in compensation by blending two technical roles into one, moved resources to different technology support areas.
· Generated $1.2 million savings through development of a Knowledge Management system which saved in time spent researching technical documentations.
· Managed technology strategy and planning for budgets technology equipment needs.
· Acted as the focal point for all IT related issues within this location. This includes issue escalation, managing support resources and aiding various business segments and Hewitt’s clients’ need.
· Authorized purchase requests for business needs.
· Provided day-to-day direction to technicians, and fulfill key functional roles within the units.
· Reinforced and emphasized the strategy, mission and goals of firm, the quality policy, and perform key roles in meeting the mission and functional requirements of the units, as well as the performance objectives of the unit, the practice, and the firm.
· Ensured technicians get informed, trained, motivated, directed and empowered.
· Mentored technicians to create and implement their performance plan, including personal development objectives; reviewed plans jointly and identified developmental activities to help technicians exceed expectations within the role and achieve their long-term goals.
· Initiated annual compensation management process.
· Projected and communicated staffing needs (quantity and skill level).
· Led those implementations that affected this location.
· Created Daily Valuation Services business resumption plan.
· Member of Global Users Technology Services Documentation Council.
· Re-engineered customer satisfaction survey system.
· Complied with Sarbanes-Oxley and HIPAA guidelines to handle highly confidential information.
· Audited IT units for ISO 9000 complaints.
Desktop Services Technician (March 1997 – April 1999)
· Provide hardware/software systems support for all PCs peripherals and terminals.
· Install hardware/software/operating systems and peripherals.
· Installation of software and hardware upgrades.
· Communicate/administer information between business segments’ employees and other IT entities to provide quality service.
· Manage extensive repair parts and supply inventory.
· Maintain all required documentation of equipment in staging area as appropriate.
· Evaluate and troubleshoot desktop PC problems. Determine hardware vs. software failures and implement corrective actions.
· Rebuild and Setup PC’s, documentation of procedures and work performed, and LAN administration.
· Hardware and Software troubleshooting.
· Support Windows NT, Windows XP, and OS/2 operating systems.
· Support MS Office products, Lotus suite, and TBA applications.
· Coordinate equipment moves, swaps, and installations.
· Setting up workstations for new hires.
· Lead sophisticated projects.
Shammah Computer Technology – Alexandria, Egypt January 1989 – December 1995
Owner and Chairman
- Selling of computers, peripherals and printers to both individual and corporate accounts.
- Responsible for business development, assembly of computers, price negotiation with both customers and vendors.
- Maintained accounts by servicing, upgrading and installation of software.
- Developed and customized applications to meet client needs.
- Developed accounting system –Account Receivable, Account payable, Payroll, and General Ledger system.
- During these 6 years period was responsible for assembly of 1000+ computers.
Clients dealt with:
§ The United States Navy
§ United States of America Embassy in Cairo
§ Egypt Armed Forces
§ Alexandria University
§ Faculty of Commerce
§ Alexandria Medical University
§ And various Egyptian government entities