SUMMARY:

• Senior Maximo Functional Architect & ITSM Consultant, with more than 9 years in the Maximo / ITSM field, and 25 years in the IT and Enterprise solutions, supporting many sectors like Government, Telecommunication, Banking and Oil & Gas.
• Solid skills handling Assets for IT with complete knowledge of environment issues and processes.
• Identified business potentials, team’s tasks,, KPI and auditing.
• Built solid business relationships with Vendors and other resources.
• Customer satisfaction focus and follow - up using feedbacks and surveys.
• Excellent business analysis skills for Service Management for Service Requests, Incidents, Problems, Knowledgebase, Service Level Management, Escalations, Workflow, Performance Indicators, Reports, Security, Asset Management and Integration.
• Handled Management meetings with key stakeholders for all related required reports and main escalated issues discussions.
• Effective professional soft skills, responsible, dynamic, self-motivated, problem solver with excellent analytical and communication skills.
• Understand the principles behind wide variety of technologies to make recommendations to account improvements including Monitoring and Event Mgmt tools.
• Facilitate discussions with other technical and account contacts to understand the business needs driving the improved automation.
• Gather and review available requirements and system properties to understand detailed technical needs to enable monitoring improvement or automation.
• Manage different tasks related to the Ticketing tools like Maximo / SCCD, Service Now, CA, HPSM along with other monitoring tools like Netcool.
• Service Management and ITIL process automation:
• Apply ITIL best practice processes and workflows according to the customer's business needs including Service Request, Incident and Problem Management.
• Handling Change requests upon customer's needs.
• Managing SLAs and Escalations.
• Conduct continues improvement plan for the environment including Processes, People and Root Cause analysis.
• Material Management & Supply Chain:
• Item Master, Inventory & Storerooms Configuration including reorder levels.
• PR & PO rules & business processes.
• Related users and security access to storerooms and transactions.
• Material reliability, Quality control & Vendors.
• Central / Remote storerooms concept.
• Spare parts management & Item Assembly Structure.
• Maximo/SCCD Administrator & Support:
• Installing & configuring SCCD 7.5, WebSphere 6 & 7 along with Fix packs installation and log files debug.
• WebSphere Cluster Installation and Configuration.
• Installing Omnibus, SAP adapters and ITIC.
• Basic WebLogic configuration.
• Support users in activities and inquiries by phone and email.
• Maximo 6 & 7.x, SCCD 7.5 Installation on physical and virtual systems for Windows and z Linux OS.
• Defining Project goals, scope and prepare Project Plan using Microsoft applications.
• Managing resources, and skill matrix requirements along with time and related budget.
• Leading team members to manage tasks deadlines and progress.
• Distribute and conduct QA on related tasks.
• Excellent communication skills, conducting communication plan with stakeholders.
• Considering the environmental and cultural variables. With clear identifications for Scope, Cost, Quality, and Risk.
• Basic script developing using Application - Automation Script.
• Basic Java MBO Class modifications using Eclipse.
• Develop new reports using BIRT along with customization according to customer's business needs using Java - Eclipse.
• Data loading using MIF & GUI in 7.6.
• Integration between TSRM and CTI Telephone system.
• Integration between TEC and Maximo using TDI.
• Moving from Testing/Developing environment to Production using migration manager.

PROFESSIONAL EXPERIENCE:

Confidential

Maximo Business Transformation Architect / Analyst

Responsibilities:

• Implement and document a Service Request process to support the National Maximo Help Desk functionality
• Develop a strategy and make recommendations in order to implement an Asset Breakdown Structure within Maximo for Confidential ’s large Assets.
• Gather requirements and develop functional specifications to implement Fixed and Floating Aids structures within Maximo along with Asset Classifications and Failure Classes/Codes.
• Review Maximo Applications currently in use at Confidential and recommend GUI improvements in order to improve user experience.
• Analyze business processes and develop functional specifications to improve and optimize workflow in order to streamline client usage.
• Support technical for different levels, including train the trainer.
• Advise on possible solutions for Maximo mobile, remote and offline implementation including replication.
• Develop SDLC for new functions and requirements.
• Release Management for Maximo continuous improvement project.
• Design and Implement solutions according to System design document in DEV. Conducting unit testing then prepare UAT environment, including Test cases & Test scripts, analyzing results leading to and PROD environments.
• Selected main s to Confidential Maximo environment:
• Create Maxhelp application to support Maximo reported issues and continues improvement process.
• Upgrade Maximo 7.1 to 7.6, with Confidential requirements implementation and testing
• Periodic implementation for minor requirements according to Minor Changes process.
• ACAP implementation for Asset Condition Age calculations using Automation Scrip.
• SCM requirements including Storerooms type, Custodial Assets and Material Management Process.
• Configure JOB Plans, PMs and Routes to support For Performance & Planning group for Budget planning management.
• Plan, analyze, design and install HSE module for HSE group.
• Install and configure Maximo for 9 MSPVs.
• Plan, analyze and design implementing Maximo for large Vessels including Items and Inventory management along with Replication solution.

Confidential

Maximo Smart Cloud Control Desk / SCCD Consultant

Responsibilities:

• Summary: Confidential needs to implement SCCD solution to support ITSM processes and to implement IT service and change management in an efficient fashion resolving the limitations of the previous system and leading to a better user performance .
• Conduct workshops for requirements gathering, analyze gabs and write the system design document.
• Install middleware, SCCD 7.5 for DEV in Ultra secure government of Canada environment.
• Configure Confidential requirements including Assets, Service Desk (SR, Incident, Problem, Solutions), Service Catalogue, SLA, Escalations, Change Management and Work Flow.
• Conduct unit testing in DEV.
• Prepare Migration Packages and move changes to UAT environment.
• Prepare As Configured Document for step by step details.
• Prepare UAT phase including test plan, test cases and test scripts.
• Install and configure WebSphere for cluster.
• Data loading from Excel sheets from different sources such as HP SM7, HP AM7 and Abits.
• Prepare SCCD for Integrating Maximo with TADDM using ITIC adapter.
• Prepare SCCD to Integrate Maximo with TDS (LDAP).
• Install Workbench for CI modules.
• Install Omnibus and SAP adapter preparing to integrate in next phases.

Environment: Windows 2008 Server & z - Linux, Oracle 11g, IBM SmartCloud Control Desk (SCCD) V7.5 (TSRM, TAMIT and CCMDB), WebSphere 7 cluster configurations, TADDM, SAP and Omnibus

Confidential

Senior Maximo Consultant

Responsibilities:

• Summary: Confidential is a global facilities management company with more than 300 sites all over the world, the target is to have Maximo the Global enterprise system to run and track services they deliver to clients.
• Requirements gathering and developing system design document.
• IBM Maximo 7.5 EAM for SP, to configure SD and Work management modules for SP.
• Use HP QC application for tracking and QA process.
• Fields mapping for SAP & Maximo Integration.
• Implementing requirements in DEV environment.
• Consider global requirements for the solution related to time zones, languages and reports.

Environment: Windows, AIX, Oracle 11g, WebSphere

Confidential

Senior Maximo Consultant

Responsibilities:

• Implementation for Maximo EAM/CCMDB/SP/TSRM 7.x
• To configured applications according to the approved system design document including screens modifications using Application Designer and XML Presentations.
• Data loading and manipulation using MIF and other tools interfacing with Excel sheets.
• Configure Service Provider module according to customer's billing requirements including business process automation, workflows, escalations and SLAs.
• Configure Service Request and helpdesk according to ITIL best practices including Incidents and Problem management.

Confidential

Responsibilities:

• To replace the company communication system with Maximo TSRM 7.2 as their main Communication Request Manager
• Requirements gathering, analyze related business processes and workflows. Conduct workshops and create System Design Document.
• Configure Maximo 7.2 to the approved design documents including:
• Configure required Tickets Templates and define/automate related processes using Classifications & Attributes .
• Design Start Centers and Dashboards including (KPIs, SQL Queries).
• Modify screens using Application Designer and XML presentation.
• Report customization using BIRT.
• Apply ITIL best practice processes and workflows according to the customer's business needs including Service Request.
• Handling Change requests upon customer's needs.
• Conduct for different levels of users, including preparation and customizations for the material and workshops.
• Moving from Development environment to UAT using migration manager, developing test cases and scripts.
• Continue to PROD after UAT phase acceptance.

Confidential

Responsibilities:

• Maximo EAM/TAMIT/CCMDB/SP/TSRM 7.x Implementation.
• Requirements gathering and workshops, then create System design Document.
• Configure the system according to SDD including Organization, Sites, Users, Groups, Security Matrix, Locations, Assets, Vendors, Customers, Templates, Start Centers/Dashboards, KPIs and Queries.
• Clone applications according to business needs (SR & Incidents).
• Configure Service Desk Module according to customer's requirements including business process automation, workflows, escalations and SLAs.
• Handle Change requests upon customer's needs.

Confidential

ITSM & Maximo Consultant

Responsibilities:

• Performed gap and system analysis with recommendations and solutions related to:
• People (Teams structure, skill matrix, KPI - Auditing and ).
• Products (Hardware, software, database and networking).
• Processes (Policies, procedures, SLA/SLM, Workflow and escalations).
• Partners (Contractors, Warranty, Relations and responsibilities).
• Planned phases according to business needs within the ITIL standards. Considered the environmental and cultural variables. With clear identifications for phase Scope, Cost, Quality, Stakeholders and Risk.
• Installed and setup Maximo environment (Hardware, Networking and Software):
• Servers, Racks, KVM, Switches and Cabling.
• WebSphere, Maximo, Actuate/BIRT and Database.
• Setup security groups and Users along with privileges.
• Designed and maintained:
• Maximo Start Center for different groups with display fields customizations and inquiries.
• Maximo Workflow using workflow designer.
• Maintained system reports.
• Implemented configurations changes.
• Planned and upgraded Tivoli Products according to the IBM standards, ITM, TPM and TSRM.
• Designed and configured testing environment on physical or virtual machines for any system update or migration plans.
• Troubleshot and supported Maximo Production issues.
• Monitored systems health and log files.
• Defined and implemented related processes and functions for the following:
• Maximo/TSRM: (Service request-Incident - Problem - Configuration and Change Management).
• Tel System - CTI ACD IVR from Vocalcom (VC).
• Integration between VC -TSRM, TEC (Tivoli Enterprise Console) - TSRM and SMS/Exchange - TSRM.
• Java scripting for integration with TDI (Tivoli Directory Integrator).
• Service Level Agreements, Escalations and Alerting system with Email and SMS.
• Knowledge base workflow with known errors, solutions and workarounds.
• Infrastructure Monitoring and dashboards.
• Teams, Skill Matrix, KPIs and Auditing.
• Assets Management policies and procedures.
• Reports, Statistics and Stakeholders Management.
• Maintain High Availability and Disaster Recovery solutions.

Environment: WebSphere as Application Server, SQL 2005 as Database, Maximo EAM/TSRM 6 &7, Actuat & Birt for Reports, W2K3 Ent. as OS, Vocalcom Call Center ( IVR - ACD), TEC - Maximo Integration using TDI & Java, Vocalcom - Maximo Integration, TSRM/Maximo - SMS Gateway Integration and Java. Hands on ITM, TEC, TSM.

Confidential

Technical Manager

Responsibilities:

• Along with technical tasks, managed all teams (permanent and outsourced), coordinated with the customers and stakeholders for all requirements under all levels and supervised the financial issues and the project’s related .
• Supported different solutions such as:
• Designed and implemented Data Center including Computing, Storage, Networking, Security and Database, along with high availability & redundancy, Disaster recovery, and remote control. Dealing with main brand names like IBM, HP, Cisco, EMC and others.
• Banking solutions including ATM and financial front and back packages.
• Email and Internet solutions along with web design and hosting.
• CRM, Maintenance and EAM solutions.

Confidential

Technical Support Engineer LII

Responsibilities:

• Started with Compaq/HP Canada as TSE for consumers, supporting PCs and Laptops with related OS and applications for one year, then became TSE LII for enterprise solutions supporting Servers, SAN, Tape libraries and Remote management systems. The center was supporting US and Canadian customers. Companies like Microsoft, Nasdac and others was supported for different contracts and SLAs like 2h or 4h time frame.
• Followed up the policies and procedures to match the related SLAs.
• Handled the tools, troubleshooting resources and hands on the onsite LABs.

Confidential

Operational Manager

Responsibilities:

• PC and LAN Turnkey projects for complete hardware and software solutions. Supervised the service center, show room, sales and the center. Supported project's studies and specifications along with tenders preparation, technically and financially.
• For the AS/400, programming with RPG/400 for complete financial applications using CL, OS/400, ADT (SEU, PDM, SAD, RLU, DFU). Completed system analysis, design and wrote the code and database structure. Tested then implemented to production. Administrated the system. Licensed software install and support, security plans and tasks.
• CLIENT ACCESS/400, C/400, FARABI Cards (PC connection).

Confidential

System Analyst/Programmer

Responsibilities:

• Large applications analysis, design and coding on different environments. Useing C, C++, Basic, Sakhr ADT, Novell NetWare and Btrieve Record manager. The main system was for the University - Student's life cycle, other systems was for Library, Banking and others.

Confidential

Technical Sales & Support Engineer

Responsibilities:

• Data gathering and gap analysis for customer's requirement. Conducting workshops, mapping information to application, defining scope of work and writing the system design document.
• Manage system changes required by customer including required resources and time/budget estimation for the change.
• Customizing and configuring applications using Application Designer/XML Presentations, clone applications and Database Configuration.
• Start center, Dashboards, Queries, KPIs, Users, Security & Personal Groups, Classifications and Templates.
• EAM Work Management, Preventive maintenance & Planning including Condition Monitoring and Failure Codes.
• Service Provider module configuration according to customer's billing requirements including Process Automation and Workflows.
• TSRM/SCCD configuration for Service Management and helpdesk including SR, Incidents and Problem management.
• Change management & CIs including ITIC & TADDM mapping.
• Data Loading & manipulating for Users, Vendors, Customers, Assets, CIs, Locations and all other Lookups/Domains, Using Integration Framework and DataMaster Tool.
• Prepare moving from Testing/Developing environment to Production using DataMaster, SourceSafe tools and migration manager.
• Conducting for different levels of users. Including preparation and customizations for the material and workshops.
• Testing & validating the environment, Resolving errors reported using Bugzilla tool.
• Conduct unit testing on the developed requirements in DEV, then prepare UAT test cases and Test scripts. Then conduct Test & Integration after UAT to move to & PROD environments.
• Providing application design, business process and functional design.
• Evaluating processes and best practices currently existing within Maximo and re-assessing the functional requirements, re-aligning Maximo processes to meet these requirements.
• Configure Maximo structure to support client's needs related to Organization / Site structure.
• Develop location / asset structure according to business rules and best practice.
• Re-define processes according to business changes like restructuring geographical locations, or closing/adding one or more sites in the organization, including related changes to Security groups, Work groups, Calendars & shifts, Escalations, SLA, WF, Storerooms and start centers.
• Tune service requests and work orders flow according to priority and team capacity, achieving maximum performance from labors and work groups.
• Unifying processes for different sites for different areas like safety, preventive maintenance and maintenance projects including Safety plans, Job Plans and Routes structure.
• Develop effective management KPIs to show different WO types numbers and percentages including CM against PM, number of re-worked WOs against completed ones and many others by creating related queries.
• Align inventory and storerooms processes to support work orders reservation, including items re-order automation and apply Central - Internal storeroom concept.
• Develop strategies to achieve maximum utilization for labors using assignment manager and scheduler applications, including calendars/shift configurations, geographical locations, services and work groups.