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Yyyyyy x. yyyyyy
Project & Program Management ~ Enterprise Services ~ Team Leadership
World-Class Customer Service & Sales Excellence ~ Strategic Planning ~ Business Development
Strong experience in project management, P&L management, C-level relations, account retention, market share expansion, vendor relations, staff training, and tracking KPIs to support goal attainment.
Vast talents in leading personnel to attain organizational targets in alignment with strategic, fiscal, market, customer, and quality criteria.
Adept at seamlessly collaborating with key stakeholders and effectively prioritizing, coordinating, and steering initiatives to optimize productivity and bottom-line performance.
Bilingual (English and Arabic) with a solid track record of achieving extraordinary results while building, coaching, mentoring, and coordinating synergistic teams.
- Highly skilled at connecting with and managing people from diverse cultures and backgrounds.
- Constantly foster a respectful workplace climate essential to maximizing staff morale, enthusiasm, cohesiveness, and accountability.
Corporate awards and recognition include Key Talent Award , Great People, Great Performance Award, and two Customer and Partner Experience Continuity Awards.
Microsoft Arabia, Nov 2015 Present
Services Practice Lead
Govern P&L for $60M+ business in Saudi Arabia comprised of Enterprise Architect Services, Microsoft Consulting Services, and Premier Support Services.
Direct, coordinate, and supervise 63 personnel across sales, operations, and finance functional areas.
Actively support subsidiary plans and campaigns to expand market share in priority areas.
Increased Enterprise Services revenue while improving overall work health index by +7pts YOY, driving business impact and financial growth of 25% YOY ($55M) after 19% growth in FY15.
Fueled new business by 15% in FY16 (~$22M) following 61% growth in FY15.
Transformed Saudi Services to be first leading services transformation subsidiary in MEA FY16.
Orchestrated strategic initiative to revamp One Services to cover Saudi East, West, Public Sector, Commercial portfolios.
Navigate digital transformation initiatives to create opportunities for $20M+ in projects utilizing digital advisors and industry architects.
Established and appointed cloud consumption champions to maximize customer s value realization and expand cloud consumption in Saudi Arabia.
Microsoft Arabia, Jul 2013 Nov 2015
Premier Support Lead
Commanded $30M support business comprised of 35+ personnel (services delivery managers, technical account managers, and support managers).
Hired and developed team members in cultivating new business, facilitating account renewals, and elevating customer satisfaction and retention to achieve 30% YOY growth.
Captured 100% penetration in major customer base and 85% in managed enterprise customer base for Premier Support Services.
Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2
Saudi Arabian Oil Company (Saudi Aramco), Aug 2011 Jul 2014
Support Practice Manager
Applied strong talents in business management, contract management, sales, and renewals to propel Premier Support business from $10M to $23M with average of 32% YOY growth.
Developed, coached, and empowered high-performing teams in delivering top-quality customer service, vital to meeting and exceeding assigned targets.
Held regular one-on-one meetings with direct reports and administered annual performance evaluations.
Collaborated with managers to clarify and execute short and long-term development plans.
Microsoft Arabia, Feb 2009 Aug 2011
Services Engagement Manager
Responded to customer RFIs, served as member of RFP Committee, and collaboratively provided technical solutions to sales team for presentation to customers.
Successfully achieved 100% contract profitability for design and installation of Microsoft Windows 2003 Servers, Active Directory (AD), and Exchange 2000/2003 for clients small and medium-sized businesses.
Joined forces with sales executives throughout process from pre-sales to implementation and customer sign-off, and prepared project documentation and lessons learned ,
Saudi Arabian Oil Company (Saudi Aramco), Saudi Telecom Company (STC), Feb. 2006 - Feb 2009
Senior Services Delivery Manager
Analyzed, advised, and recommended optimal method of problem prevention or resolution for risks to client IT environments.
Promptly rectified customer issues by referring issues to product support professionals, diligently monitoring progress, and escalating as necessary to more experienced support professionals.
Formulated, updated, and presented account service delivery plans to customers and virtual account teams.
Oversaw budget/forecast, scorecard, KPIs, strategy, and planning scheme within Premier Support unit.
Partnered with Saudi Premier Lead in managing Operations Excellence KPI and Delivery Excellence, and assumed multiple projects related to deploying Microsoft products for Premier Corporate customers.
Saudi Basic Industries Corporation (SABIC), Dec. 2001 Feb. 2006
Technical Account Manager
Steered change management within data center to streamline operations and fortify control over IT changes.
Established SABIC Microsoft Intranet portal to publish and share organizational information.
Delivered training in Microsoft Operation Framework and Microsoft Solutions Framework to all SABIC IT.
Project-managed AD and Exchange migration and consolidation across 17 SABIC affiliates including HQ.
Pioneered Microsoft Technology Day and Admins Day to expand staff technical knowledge around Microsoft products, directly resulting in new opportunities and revenue growth.
Automated Systems Establishment (ASE), Sep. 1997 Sep. 1999
Customer Services Lead
Motivated and managed team of 10 in delivering first-rate customer service.
Coordinated projects such as systems migrations and new installation and deployments, while fostering highly productive relationships with vendors, customers, and Pre-Sales team.
Master of Business Administration, Leicester University, UK
BSc in Computer Engineering, King Khalid University Riyadh, Saudi Arabia
Prosci Change Management Practitioner Accredited Pitch Perfect Coach for Azure
Microsoft Solutions Framework (MSF) Practitioner Microsoft Operations Framework (MOF) Trainer
ITIL Foundations MCSE MCT CNE NCA
Saudi Key Talent program Manager Experience Saudi BILD Leadership Program
Negotiation Skills Project Management Essentials
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HIRING AGENT NAME
I am currently seeking a challenging career opportunity as a (INSERT TARGET POSITION) and am submitting my resume for your review. In advance, thank you for your time and consideration.
In addition to excellent academic credentials including an MBA, I bring to you a seasoned background in the information technology arena, extensive talents in personnel training and management, and proven expertise in enterprise services delivery, organizational leadership, P&L oversight, and program management. My methodical attention to accuracy and quality control, as well as advanced analytical and reporting skills would enable me to effectively transition into (INSERT NAME OF COMPANY) and garner immediate results. Additionally, I offer polished communication, presentation, and critical thinking skills which are paramount in a senior leadership role.
As a proactive contributor to your company, I will prove to be a stellar leader committed to supporting you in achieving your goals through sound technical acumen, managerial expertise, and superior initiative. I am confident that I am an ideal candidate for this role, and look forward to interviewing with you in the near future.
Yyyyyy x. yyyyyy
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