Abdulrahman Yasin
IT Technical Project Manager
Riyadh
Summary
As a professional with 14 Years of IT, experience in IT Service Management, Operation and a PMP Certified Technical Project Manager with a demonstrated history of working in the computer software, Telecommunication industry.
Skilled in Operations Management, Development, Quality Assurance, ERP, Admin Systems Revenue Assurance, and Fraud Management.Strong consulting professional
Overview
16
16
years of professional experience
4
4
years of post-secondary education
14
14
Certifications
Work History
Technical Project Manager
STC
Riyadh
04.2019 - Current
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing and planning sessions to validate requirements.
- Gathered project requirements through interactions, meetings and walkthrough with potential application users and to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Work with Developers and Architects in developing middleware configurations based on requirements.
- Identify and apply innovative technologies to update existing middleware.
- Create and maintain documentation for middleware installations, changes and upgrades.
- Coordinate with vendors and support team on problem resolution, design issues and upgrades.
- Perform troubleshooting, incident response, and patching in a timely manner.
- Troubleshoot and resolve technical problems in a timely and accurate manner to improve application performance and functionality.
- Develop and implement strategies for migration, consolidation, and upgrade of middleware components.
- Evaluate system architecture and make recommendations as required.
- Develop and implement standard processes for installation, maintenance, and enhancement of middleware applications.
- I have succeeded to achieve an eTOM certificate for STC based on the Application Operation sector level.
IT Technical Operations Lead
STC
Riyadh
03.2015 - 04.2019
- Managing 24/7 support of operational duties for ERP, WeDO, Admin Systems, Revenue Assurance, and Fraud Management system, which is considered as the backbone system for most STC customer's online application & business analytical needs.
- Coordinated with IT teams to resolve advanced Application operation problems.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Created and improved HO standards procedures.
- Prepare and deliver periodic presentations and reports about the system performance, service level.
- Improving the monitoring and observability methods, to reduce the incidents, or to identify it early before impacting the customer.
- Lead the handover meetings and acceptance for the new systems delivered to production.
- Govern and monitor the managed services team Performance and compliance.
- Compliance with Cyber Securities pro-active policies to mitigate any projected Cyber Threats & Vulnerabilities exposure.
- Perform periodic reviews for the systems, and communicate the findings and the recommendations to the responsible teams.
- Systems patching and upgrades.
- Manage the RFC's and forward it to team members to deploy it.
- Providing Second level support system.
- Applying Change Requests on Production system according to standard change process.
- Troubleshooting problems on Production.
- Generating reports to the management about system performance and traffic analysis.
- Attending business meetings representing the Operation & Support team.
- Resolving incidents and closing tickets within the agreed SLA
- Automating operational tasks by developing the required shell scripts.
- Maintaining an identical copy of the current production system as a Disaster Recovery site located in Dammam
- Establish RPA platform and develop monitoring solutions to ensure business services assurance and availability.
IT Quality Analyst
STC
Riyadh
02.2012 - 01.2015
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Developed and maintained quality assurance procedure documentation.
- Analyzed quality and performance data to support operational decision-making.
- Consulted manuals and process documents to investigate malfunctions.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Collected and analyzed data and initiated improvements to increase security and performance.
- Monitoring Managed over than 10 services KPIs and SLAs
- Managing & Review Operation Level Agreement (OLA) between support groups
- Verification of Customer dissatisfaction tickets and reporting to higher management
- Coordinate between STC headquarter and 19 Districts throughout Kingdom wide
- Managing Questionnaire in the Remedy system for Support Groups
- Coordinate with Problem Management regarding bouncing tickets, breached SLA
- Improve and enchantment ticket life cycle for defective services
- Responsible for following established IT processes and supporting new ones
- Minimized breakdown in CSOs and 9xx by ensure IT performed schedule preventive maintenance task.
- To assist in the promotion of best practice within the IT operation
- Measure performance of the engineers KPIs
- I have succeed to achieve ISO 9001-2015 for stc on CSO & Smart Solution section level.
Senior Operations Engineer
STC
Riyadh
06.2008 - 12.2012
- Designed administrative and maintenance procedures to provide optimal service uptimes and minimize service disruptions.
- Drafted and updated operations and maintenance manuals to correspond to owned hardware and software assets within overseen equipment.
- Provided independent technical reviews of operational procedures and plans to eliminate functional bottlenecks.
- Provided technical assistance during operational changes via both on-site support and remotely.
- Drafted and updated operations and maintenance manuals to correspond to owned hardware and software assets within overseen equipment.
- Analyzed operability requirements for upgrades and new equipment installations.
- Performed operational design reviews to determine feasibility and budgetary impacts of new proposals.
- Manage Smart Solution, Booking system, Lexmark and DMS systems.
- Coordinate with vendors and looking for solution by rising tickets.
- Monitor performance and maintain systems according to requirements.
- Troubleshoot issues and outages.
- Ensure security compliance and close all vulnerabilities according to security requirements.
- Upgrade systems with new releases and models.
Helpdesk Support Engineer
STC
Riyadh
07.2007 - 10.2008
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided technical support to wide different stc application users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Collaborated with outside departments to implement system-wide improvements.
- Configured hardware, devices and software to set up work stations for employees.
- Performed root cause analysis and general troubleshooting.
- Monitored systems in operation and quickly troubleshot errors.
- Acting as a Knowledgebase Administrator and contributing in building the IT helpdesk Knowledge Data Base in Saudi Telecom Company STC.
- Successfully uploaded 2400 documents in KB pertaining to incident solutions, works around and procedures.
- Validating solutions by coordinating with technical specialists in various support groups.
- Continuous training to support team on usage of Knowledge Base.
- Provide operational assistance in effective usage of KM.
Education
Bachelor of Science - Computer And Information Sciences
Quds University
Riyadh 01.2002 - 07.2006
Skills
Technical project planning
Quality assurance
Vendor relationship management
Documentation Management
Reporting template development
Planning and Coordination
Accomplishments
▪ I have successfully achieved an eTOM certificate for STC based on the Application Operation sector level.
• I have succeed to achieve ISO 9001-2015 for stc on CSO & Smart Solution section level.
Certification
ITIL Foundation V3
Timeline
PMP
03-2022
Oracle OCI
01-2022
UiPath RPA DevOps tool
12-2020
DevOps Foundation
03-2020
Certificate of achievement etom
12-2019
Certificate of achievement iso 9001-2015
08-2019
Technical Project Manager
STC
04.2019 - Current
Lexmark Follow Me Solution
01-2019
Scrum Fundamentals Certified
02-2017
Basics of Facilities Management Certificate
05-2015
IT Technical Operations Lead
STC
03.2015 - 04.2019
Maintenance Management System
01-2015
ITIL Foundation V3
09-2014
6SigmaCertificate_Yellow Belt
09-2014
Cisco Certified Network Associate (CCNA)
11-2012
IT Quality Analyst
STC
02.2012 - 01.2015
BMC Remedy Service Desk Tools Certificate
02-2012
Senior Operations Engineer
STC
06.2008 - 12.2012
Helpdesk Support Engineer
STC
07.2007 - 10.2008
Bachelor of Science - Computer And Information Sciences
Quds University
01.2002 - 07.2006