Abdullah Ramadan
Service Automation Team Leader
Riyadh
Summary
I am a highly seasoned IT professional with extensive experience gained in various IT areas in Banking Sector. I'm highly self-motivated and am very reliable, conscientious and caring. I can adapt my skills and previous working experiences to different environments and can work independently or as part of a team. Capable of building relationships at all levels through effective communication and able to achieve deadlines. I get enormous job satisfaction by providing strong management and leadership. I have built an excellent business experience that allows to add values to a lot of business types.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Automation Team Leader
RiyadBank
Riyadh
03.2020 - Current
- Effective contribution and implementation of automated tools like Self Service, Self-healing, Chat Bot and Mobile Application in incident reduction of location.
- Automated the resolution of the frequent issues by enabling Self-Healing and act module solutions.
- Managed the integration between Chat Bot engine and Mobile-APP with BMC Remedy.
- Patch management (acquire, publish, test, distribute, deploy and troubleshoot patch deployments' failure).
- Implement and update the Policy configurations (RADIA Client Automation configuration server).
- Software Management (package, publish, test, distribute, deploy and troubleshoot software deployments' failure).
- Monitoring the patch compliance status of all workstations, troubleshoot and plan for the required actions.
- Provide daily support to users by implementing the required policies and deployments.
- Maintain RADIA Client Automation servers in all branches and RB locations (Availability, DATA distribution, Bandwidth utilization, DATA cleansing, hotfixes and upgrades).
- Administering RADIA client automation Infrastructure (Availability, Data synchronization, distribution, hotfixes and upgrades).
- Maintained flexible schedule deployments and responded to after-hours and weekend emergencies in timely manner.
- Developing the policy for RADIA Client Automation client operation and jobs.
- Ensured high availability of RADIA Client Automation infrastructure through enterprise-wide.
- Managing BMC client management infrastructure.
Planned and implemented MBAM (Microsoft Bit locker Administration and Monitoring) solution to automate data encryption policies. - Project management of the baseline project plan including milestones, deliverables, change requests, managing known risks, issues and dependencies
Service Quality Manager
RiyadBank
Riyadh
03.2018 - 02.2020
- Used statistical methods to analyze data and generate useful business reports.
- Preparing Focal and periodic reports for higher managements.
Analyzed transactions to build logical business intelligence model for real-time reporting needs. - Utilized data visualization tools to effectively communicate business insights.
- Implemented quality standards across incident management processes.
- Managed major Incidents, provide escalation points of contact and Enforce support SLAs.
- Provided periodic reports for support groups SLA compliance and incident resolution Quality.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Identified patterns and trends in large data sets and provided actionable insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
Technical Support Engineer
RiyadBank
Riyadh
03.2016 - 02.2018
- Troubleshooted End Users and Network issues.
- Performed installation of network equipment such as, routers, switches.
- Assisted with implementation and support of network monitoring tools.
- Managed the application installation, troubleshooting remotely.
- Maintained project plans, Reports, Pre-requisites and other project documentations for all time reference purposes.
- Implement and ensure the compliance to drives policies set by CIS dept.
Service Desk Specialist
RiyadBank
Riyadh
06.2013 - 02.2016
- Received complaints from users through email or phone channel and generate trouble ticket through Remedy Application.
- Responded to user operational issues to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved service requests within target SLAs.
- Created user accounts and assigned permissions.
- Prepare root cause analysis of all reported events individually.
System Engineer
OrbitsIT
Cairo
04.2011 - 12.2012
- Configured Active Directory, Exchange server, Firewalls, WSUS, DNS, DHCP and Antivirus end point protection solutions.
- Setup and maintain user/group accounts and configure polices.
- Managed network Connections (Routing, Switching and VPN).
- Configured and managed virtualization environment using Hyper-V.
- Configured data backup and restore solutions.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Developed IT policies to comply with applicable laws.
Education
Bachelor of Computer Science - Computer And Information Sciences
Mansoura University
Egypt 06.2005 - 06.2009
Skills
PowerBI, Tableau, Excel
undefinedArea Of Expertise
- Data Science
- Quality Assurance
- Patch Management
- Project Management
- Change Management
- Risk mitigation strategies
- Incident Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Automation Team Leader
RiyadBank
03.2020 - Current
Service Quality Manager
RiyadBank
03.2018 - 02.2020
Technical Support Engineer
RiyadBank
03.2016 - 02.2018
Service Desk Specialist
RiyadBank
06.2013 - 02.2016
System Engineer
OrbitsIT
04.2011 - 12.2012
Bachelor of Computer Science - Computer And Information Sciences
Mansoura University
06.2005 - 06.2009
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