Amjad Hani Madi
UAE
Mobile: +971 50 758 3753
Email: amjad.madi@gmail.com

QUALIFICATIONS SUMMARY

A Service management & ITIL Expert, with over 19 years of experience with an extensive subject matter expertise in Operations Management, Service Delivery, IT Management, Infrastructure Solutions, Mobile Application & Software Development, Project Management and Agile Methodologies, Service Desk and Support, IoT Application, Telecommunications, Government & Business Process, Facility Management Domain. Flexible, versatile, poised and competent with demonstrated ability to easily adapt with cultural differences, thrive in deadline-driven environments and excellent team-building skills
Contributed to several enterprises and leading organizations such as (Support, Project Management, Operation Management, Consulting, Service Delivery and Technology Enablement) with (Injazat, Etihad Airways, Musanada, TwoFour54, Mubadala, Masdar City, Cleveland Clinic Abu Dhabi, Emaratech, Serco and others).

PROFESSIONAL EXPERIENCE

SERCO Middle East, Abu Dhabi/UAE (Jun/2018 – present)
Manager, CAFM & Helpdesk Services
• Manage the Helpdesk function for multiple contracts in the gulf region
• Ensures that weekly and monthly statistics, status reports, and graphical reporting aids are completed and continually monitored for efficiency to meet the needs of all departments
• Ensure that KPIs as per SLAs of each project is set up in the CAFM system. Also provide full support to all departments to ensure these SLAs are not breached.
• Determine work procedures, prepare work schedules, and expedite workflows for efficient management of the Helpdesk. Also, fully assist other departments in increasing efficiency of their workflows and customer support.
• Prepare staffing plans and participate in recruitment process of Helpdesk agents.
• Create and apply continuous improvement plan across people and technology aspects
• Provide consultation on technology, technical and business process related to facility management domain
• Mature and prepare commercial proposal and solutions when required
• Project manage improvement, infrastructure and technical projects for the sector

Emaratech, Dubai/UAE (Jan/2014 – Jun/2018)
Manager, Service Operations
• Responsible for establishing & maintaining working relationships with large, strategic accounts
• Manage business applications and mobile application (development/maintenance) (agile scrum methodologies)
• eChannel implementation and improvement
• Monitor the progress against KPI’s set to ensure optimum service levels are provided
• Provides strategic and tactical input to the Management by evaluating new initiatives & business opportunities
• Providing project management to external vendors and internally initiated projects
• Managing several capabilities (service desk, application support, developers and call center) with more than 50 resources across UAE 24x7
• Monitors service delivery performance with established governance & SLA

IBM Middle East, Abu Dhabi/UAE (Jan/2012 – Jan/2014)
Manager, IT Processes & Operations
• Manage a support team within various spectrums, such as, network, unified communication, field support, service desk, NOC, application support, systems, virtualization, database, backup and storage.
• Identify areas for improvement/automation within the operations business processes
• Responsible for all aspects of infrastructure support
• Managing overseas service management support team (resources, planning, execution, testing, budgeting) supporting the service management process and tools
• Manage major incidents resolution, SLA & process compliance
• Define & write operational and process procedures and work instructions in accordance to the agreed framework (ITIL v3)
• Participated in designing the ISM (Tivoli) ITIL v3 based system for (Incident, Problem, Request Fulfillment, Change, Asset, Knowledge, Configuration Management)
• Provision a complete support model for business-critical applications (Lawson, ERP, SharePoint, EPIC, FDS, LMS, KRONOS, Tivoli, Asset Tracking …)

Injazat Data Systems, Abu Dhabi/UAE (Jan/2009 – Jan/2012)
IT Operations Leader
• Leading IT operation, support & service desk
• Implementing infrastructure projects for various clients
• Creating & maintaining an infrastructure and operational documentation
• Creating business cases and service improvement plans
• Analyzing clients’ requirements and advice on best solution and approaches to fulfill them according to industrial and ITIL practices
• Developing operational and functional scripts, work aids and processes for clients
• Ensure overall adherence to the customer’s IT policy and rules

Converged Communications Technologies, Dubai/UAE (Jan/2006 – Jan/2009)
Project & System Analyst
• Designing & implementing technical solutions included but not limited to (Network solutions, Wireless setup, ISA 2k4, Domain Environment, Firewall & Proxy, File & Print Services, Switching & Routing)
• Managing (Design/Implementation) infrastructure projects for clients
• Assigning project resources and managing project budgets
• Creating workflows & implementation plans based on client requirements for new and existing solutions and systems
• Identify opportunities that can improve efficiency of business processes
• Produce technical documentation for new and existing applications
• Assist in managing an outsource relationship for third party application development and programming consultants

NewHorizons, UAE (Jul/2003 – Jan/2006)
System & Network Consultant
• Delivering System & Network Training (Sun Solaris 10, CCNA, MCSE, UNIX, PMF, ITIL)
• Assessing individual/group training needs and requirements
• Planning, preparing and researching training material
• Developing and delivering programs of learning activities
• Supervising examinations
• Making use of new technology such as distance learning or video conferencing
• Providing technical consultation related to infrastructure and system for individuals and organizations

BERLITZ Languages Center, Amman/Jordan (Mar/1999 – Jun/2003)
Infrastructure Specialist
• Providing technical support to end-users
• Managing IT labs and maintaining workstations and networking devices
• Following up with vendors for procurement and support
• Conducting preventive maintenance and managing security policy and antivirus systems

EDUCATION

Bachelor's Degree of Computer Science & Information Systems
Philadelphia University, Jordan, (1998 – 2003)

CERTIFICATES & SKILLS
• ITIL v3 Expert
• PMP-PMI Certificate
• Attended IoT Conference and Workshop in DXB IoT 2019
• Microsoft Certified Professional (MCP)
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified System Engineer (MCSE)
• CISCO Certified Network Associate (CCNA)
• ICDL Certified
• Vertical Xcelerator IP Certified (Basic Networking)
• Vertical Xcelerator IP Certified (Essentials)
• Vertical Xcelerator IP Certified (VoIP Networking)
• Train the Trainer (NewHorizons Computer Center)
• CompTIA - A+ Certified (Hardware & Software)
• Web Design Training (New York Computer Academy)
• Service Delivery Management skills
• Service Desk Management skills
• Leadership personality, presentable
• High level of communication skills
• Fluent in English

PERSONAL INFORMATION

 Nationality: Jordanian
 Marital Status: Married
 Date & Place of Birth: 20/05/1979
 Visa: Residence