HIND Alrakan
Riyadh,Saudi Arabia
Summary
Highly Motivated and passionate in ITSM with a strong background in IT Service Management, Processes Improvement, IT operational Excellence, Performance Management, IT governance, and Customer Experience looking forward to exploiting opportunities to expand my knowledge and utilize the knowledge gained to contribute to the ongoing success of the organization.
Overview
6
6
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
Work history
Acting ITSM and Consumer Experience Manager
Tahakom
03.2023 - 11.2024
- Develop Design Processes framework.
- Design and Manage ITSM processes such as Service portfolio, Asset, Configuration, Knowledge, etc
- Leading the ISO20k framework, process development, implementation, regular auditing, and certification successfully for the Technology Department.
- Develop and implement a continuous improvement strategy to drive operational excellence across IT services.
- Coordinate and define the IT departments' balanced scorecards, Key Performance Indicators, and objectives for achieving the Technology vision and goals, and mitigating risks
- Regularly report on the performance of the IT Services and processes highlighting areas of improvement and ensuring KPIs are being met.
- Conduct regular Service reviews of service performance, utilization, and satisfaction and set strategic goals for continuous improvement.
- Drive Change Management initiative to ensure successful implementation and sustainability of process improvement. .
- Oversee IT audits, compliance with regulations, and continuous improvement of IT Processes.
- Develop Customer Experience initiative to enhance the overall user/customer experience
- Document and communicate customer feedback to improve Tahakom products and processes.
- Develop and execute the strategic roadmap for the implementation of the omnichannel platform.
- Oversee the planning, execution and delivery of projects related to the omnichannel platform IVR and CRM system
- Lead and Manage the ITSM and Consumer Experience team including hiring, training, mentoring, and evaluating the performance of the team member.
- Plan and Manage the Department Budget, optimizing cost and ensuring expenditures aligned with the organization objective.
Senior ITSM and Consumers Experience Specialist
Tahakom
Riyadh
06.2024 - Current
Planning & User Experience Specialist
Tahakom
08.2023 - 06.2024
- Develop Customer Experience initiative to enhance the overall user/customer experience
- Leading the ISO20k framework, process development, implementation, regular auditing, and certification successfully for the Technology - IT Operations department
- IT Operations Processes re-engineering and development that lead to an optimized, time reduction and cost saving for the IT Operations services delivered to the business, which increased the business' satisfaction, quality of service
- Identify opportunities for Continuous Improvement of Technology approaches and practices, considering Information Technology best practices, customer experience and journey, improvement of Technology and business processes, Performance and data analytics, the service delivery & support approach, Coaching, and mentoring teams
- Coordinate and define the IT departments' balanced scorecards, Key Performance Indicators, and objectives for achieving the Technology vision and goals, and mitigating risks
- Manage and oversee the IT Operational Excellence
- Establish and Manage IT Asset& Configuration Management
- Establish and Manage Knowledge& Problem Management
Senior Technology Operation Center planning officer
Tahakom
07.2022 - 09.2023
- Maintaining IT Service catalog and Monitoring SLA Performance for compliance with organizational needs and requirements
- Leading the continual service improvement by regularly reviewing processes and performing process gap analysis
- Responsible for ensuring the efficiency and effectiveness of all IT Operations processes
- Managing IT Service Delivery, operations, and related SLA
- Manage Customer Satisfaction across IT Services
- Analyze the Operation Processes and Enhance the processes by gap analysis
- Developing Quality Assurance for the Operation Support group
Customer Experience Officer
Tahakom
02.2021 - 07.2022
- Acting As ITSM Administration Lead
- Build Contact Center IVR
- Provide Weekly and Monthly ITSM Processes Report
- Identify customer complaints.
Service Desk Agent
Tahakom
09.2020 - 04.2021
- Handing VIP User Request/Incident
- Follow Up with Level 2 support to ensure tickets are closed
- Respond to User call
- Act As Level 1 Support
- Maintain documentation and records for raised requests and incidents
- Establish and Manage Service Catalog& Request fulfillment Process
- Design and develop IT Services to meet customer needs
- Ensuring Service Quality by defining standards, roles, reasonability, and service level
- Implementing End-to-End ITSM Processes
- Provide Knowledge transfer and training the stakeholder on ITSM Processes and System
IT Help Desk Agent
College of Excellent
08.2019 - 08.2020
- Supported all IT Activities on the Campus
- Established pragmatic IT Policies and best practices aligned with Organizational goals
- Ensured Solutions and Systems supported Business Needs and Objectives
- Defined Business requirements and delivered optimal solutions through evaluation, scope definition, and finalizing project needs PR creator as well
- Administrator on Azure
- Managed and scheduled major IT projects including system updates, upgrades, migration, and outages efficiently
- Closely monitored IT Risks, and controls through proactive oversight and review
IT Instructor
College of Excellent
08.2019 - 07.2020
- Conducted assessments and provided constructive feedback to students to facilitate their academic growth
- Taught courses in computer and business departments covering diverse information technology topic
IT Help Desk Agent
Laureate Vocational Saudi Arabia
11.2018 - 07.2019
- Supported all IT Activities on the Campus
- Established pragmatic IT Policies and best practices aligned with Organizational goals
- Ensured Solutions and Systems supported Business Needs and Objectives
- Contributed to Strategic roadmaps and compliance through planning, oversight, and participation in information system audit ISO 27001 and SOX (ITGC)
- Defined Business requirements and delivered optimal solutions through evaluation, scope definition, and finalizing project needs PR creator as well
- Administrator on Azure
- Managed and scheduled major IT projects including system updates, upgrades, migration, and outages efficiently
Education
B.S. - Computer Science
Prince Sattam University
Skills
- Communication skills
- Problem-solving
- Data Analytics
- Result Oriented
Certification
- Train Of Trainer
- Preto Analysis
- CCNA
- SWOT Analysis
- ITIL 4
- Cobit 2019
- CGEIT - Certified in the Governance of Enterprise IT
- Business Modeling Process.
- Governance Policy.
- AI Application for Growth.
- Design Thinking.
- Discover and Implement leadership strength.
- Agility in Business.
- Data Analytics.
Timeline
Senior ITSM and Consumers Experience Specialist
Tahakom
06.2024 - Current
Planning & User Experience Specialist
Tahakom
08.2023 - 06.2024
Acting ITSM and Consumer Experience Manager
Tahakom
03.2023 - 11.2024
Senior Technology Operation Center planning officer
Tahakom
07.2022 - 09.2023
Customer Experience Officer
Tahakom
02.2021 - 07.2022
Service Desk Agent
Tahakom
09.2020 - 04.2021
IT Help Desk Agent
College of Excellent
08.2019 - 08.2020
IT Instructor
College of Excellent
08.2019 - 07.2020
IT Help Desk Agent
Laureate Vocational Saudi Arabia
11.2018 - 07.2019
B.S. - Computer Science
Prince Sattam University
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