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Ahmed Jama

Ahmed Jama

IT Service Management Consultant

PTC

Saudi Arabia

An IT and management professional with a litany of training & certifications to credit and 7+ years of diverse experience in maintaining the availability/ reliability of IT services as well as investigate/ coordinate resolution and recovery actions for incidents. Providing cost effective stewardship of organization’s IT asset...

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PTC

IT Service Management Consultant

Joined the organization Store Supervisor, moved on upward career trajectories to merit promotion to the position of IT Service Manager.
Designation Chronology:
 June 2013 - Present: IT Service Manager
 February 2012 - May 2013: Customer Service Specialist
 January 2009 - January 2012: Business Plan & Sales Manager
 August 2007- December 2008: Store Supervisor
Key Responsibilities:
 Drive the major incident management, change and request management processes, reporting and service level management using ITIL concepts. Monitoring their effectiveness and making recommendations for improvement in the clients IT infrastructure.
 Establishing operating policies, ITIL practices, internal controls & best practice approaches for computing and IT systems/services; evaluating overall operations of computing and IT functions & recommending enhancements.
 Defining the service, ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle, support all service incidents either personally or via the Service Desk, through to successful completion and user satisfaction.
 Enhancing incident management capabilities, ensuring that appropriate investigation, reporting, recovery, and escalation steps are taken after an incident has been contained.
 Developing quality solutions to complex business problems, resolving all Critical and Major Incidents whilst delivering IT business systems, infrastructure and new technology within scope, budget and SLA agreements.
 Chairing all major incident & technical meetings to monitor service and resolve issues and review processes.
 Managing mobile & fixed line telecoms including company-wide upgrades. Directing helpdesk operations, establishing and implementing plans to routinely exceed call-handling goals and service improvement efforts.
 Conducting root-cause analysis for issues that adversely affect IT services and that action is taken so those issues will not reoccur.