ESSA FAKHOURI

• Participating in the Pre-sales Schema and Processes
• Participating in Customer Success Processes
• Leading the Clinical Application Team in All Projects Delivery
• Tracked and reported on the progress of service improvement plans and strategies to have the best implementation methodology.
• Support staff through ICT help-desk provisions to agreed service-level agreements.
• Guaranteed regulatory compliance by keeping up to date on relevant data control legislation.
• Keep the Knowledge Transfer to create a successful environment by conducting internal training for (Infection Control, Public Health, Project Management, Data Science, and Data Management)

• Following the Implementation Methodology as per the company Policies and
  Procedures to ensure a flawless project delivery.
• Analyze Customer Requirements to meet the optimal system utilization
• Ensuring Handling of Incidents and Service Requests within SLA.
• System build and configuration (Code tables, Screens, and Reports)
• Conduct application Training
• Provide Go-Live support (application and technical support)
• Design training courses and programs necessary to meet training needs
• Main Consultant for Pre-Sales Activities (Demo / Design Brochures / Reveal solutions strength point.

I have participated in the following Projects:

• Ministry of Health and Prevention (MOHAP) - UAE / Consultant, System Builder, Support 2nd Tier
• International Medical Center (IMC) – Jeddah / Consultant, System Builder
• AL-Dara Hospital & Medical Center (AHMC) – Riyadh / Consultant, System Builder
• General Directorate of Health Affairs - Jeddah (GDHA-J) – Riyadh / Consultant, System Builder
• King Khalid Eye Specialist Hospital (KKESH) – Riyadh / Consultant, System Builder & Support 2nd Tier
• John Hopkins Aramco Health Care (JHAH) – Saudi Arabia / Background Consultant
• King Khaled Eye Specialty Hospital (KKESH) – Riyadh / Consultant, System Builder, Support 2nd Tier.
• King Abdallah Medical City (KAMC) - Riyadh / Pre-Sales (DEMO), Consultant, System Builder, Support 2nd Tier.

• Health Matrix Corporation | Riyadh, Saudi Arabia
• Ensuring Handling of Incident and Service Requests within SLA.
• Leading the Application Team through all Implementation phases by applying the company implementation methodology.
• Manage the life cycle of problems from problem identification, through root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production to prevent problems and resulting incidents from happening, eliminate recurring incidents, and minimize the impact of incidents that cannot be prevented.
• Lead the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring.
• Handling of the data gathering and collection phase in the implementations.
• System build and configuration (Code tables, Screens, and Reports) · Participate in the System testing process.
• Conduct application Training for customer staff.
• Provide Go-Live support (application and technical support)
• Design training courses and programs necessary to meet training needs
• Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training.
• Participate in the technical tasks (installation, configuration, and setup) of the application.
• Performs technical analyses; works with subject matter experts to ensure user needs are correctly specified and effectively implemented
• defines system requirements and resolves technical issues
• Guides users in formulating requirements; advises on alternatives and on the implications of new or revised computer systems/applications technology.
• Prototyping Skills (Justin Mind) / Quality Testing / Participating in Full Development Cycle

Hakeem program is the first national e‐Health initiative in Jordan, which implements The Veterans Health Information Systems and Technology Architecture (VistA), used throughout the United States Department of Veterans Affairs (VA) medical system. I am working as part of the IT support team as first-level support by taking calls and handling the resulting incidents then solving any technical issues or handling the Service Requests, part of my daily tasks are to monitor servers and network devices, daily reports of the incidents, managing company assets with an asset tracking tool, ensure the overall quality of the service provided to customers, working on ITIL recommendations and best practices, working with the clinical team to identify the gaps in the process workflow and make sure that the e‐Health system is mapped.

Other responsibilities

• Acting as a Clinical Application Specialist.
• Liaising with change management.
• Manage relationships with the second tier.
• Participate in process improvement and share best practices with other teams across IT Group members.
• Ensure End User satisfaction, and continuity through continuous planning, review, and improvement of Service Management standards and effectively managing peaks and troughs in workloads.
• Creation of reporting around Service Management activity, Service Level Agreements, and end-user contact and issues including daily monitoring of metrics.
• Monitor end-user issues, responses, and resolution rates to track patterns.
• Manage escalation queue, identify and track issues, and determine the severity level. First point of contact for all escalations.
• Side-by-side coaching; Provide real-time feedback for assigned support agents to identify areas of development, skill gaps, and training needs.
• Provide Professional Training for Service Management analysts on Medical Systems (VistA) and different Desktop Support skills

Prince Hamzah Hospital is a leading healthcare facility reported to the government agency (MOH), I have performed my duty as a registered nurse in more than one department such as:
• Internal medicine
• Catheterization department
• Cardiac surgery department
• Emergency room
• Operation Room