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Data Centers Enterprise Helpdesk Management Regulatory Compliance

Solution Development Business Innovation Cross-Functional Leadership

Offer solid experience in IT management including data centers, virtualization, cloud computing (public, private, hybrid), Big Data, data warehousing, hyper-converged technology, enterprise architecture, and project leadership. Extremely well-versed in vendor relations, developing IT roadmaps, contriving global enterprise growth strategies, and enforcing regulatory compliance (e.g. PCI DSS, SOX, GLBA, FISMA) and IT governance (COBIT, ITIL). Accomplished in developing SOPs and instituting enterprise architecture strategy to support rapid organizational growth and capitalize on emerging technologies. Skilled at establishing disaster recovery (DR) strategies and contingency plans to protect critical information systems as part of comprehensive IT security plan and protocols. Adept at workflow optimization, risk management, standardizing procedures to eliminate unproductive processes, and generating substantial cost savings.

Selected Achievements:

         Saved $3M in CAPEX and $450K in annual operating expenses via strategic consolidation of non-redundant server rooms in post-MSA integration.

         Proactively identified $1.9M in savings via formalized budget practices, segmenting expense categories, and implementing dashboard systems to enhance trend analysis and forecasting.

         Pioneered DR / BC plans for HSBC and concurrently produced $31K in annual CAPEX and OPEX savings by persuasively negotiating enterprise contracts with world s leading technology providers.

         Overhauled helpdesk operations using ITIL standards and escalation models, and instituted ticketing/reporting systems to eliminate recurring issues by 60%.

         Presented with several awards throughout career including Sun Rize , Best IT Director (winner for five consecutive years), Cloud Computing Guru Award, and Security Advisor Award.

Matsushita (previously EDC) Phoenix AZ, 2013 to Present

Director of IT Operations and Infrastructure

         Spearhead IT strategy and operations to position company to rank among fastest-growing firms with projected $1B in revenue, (an increase from $150M).

         Standardized capacity planning, virtualization, budgeting, and services security to boost productivity, fiscal performance, and IT security.

         Led multiple projects focused on ERP, asset management, data center operations, web architecture, global network design, Remedy implementation, ITIL support service model implementation, security policy, IT governance, software development, and project portfolio management upgrade.

         Maintained 99.99% uptime through excellence in capacity planning and virtualization, highly responsive 24/7/365 global support, and exceptional leadership of 80-member offsite engineering team.

         Proactively standardized desktop images to expedite user set-up from several days to a few hours.

         Captured $200K annual savings by convincingly negotiating enterprise-level Microsoft licensing agreements, and lowered wireless device costs by $1.2M by tracking data use carriers and fees.

         Pioneered company's first IT asset management procedures to safeguard corporate data and technology.

         Raised operational compliance by 35% by devising security metrics to gauge vendor performance, and fortifying education and awareness of vulnerabilities and recovery capabilities.

Continued ►

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Emaar Technologies, Phoenix, AZ, 2010 to 2014

Director IT and Infrastructure

         Headed high-impact projects surrounding cloud architecture & development, IT development roadmap, Salesforce, VoIP system upgrade, Siebel applications integration, web portal redesign, and enterprise applications integration.

         Steered seamless migration of enterprise applications from Siebel to Salesforce, successfully lowering IT expenses by 36%.

         Guided portal design and redesign to accelerate call resolution, resulting in 11% savings in support costs.

         Drastically reduced RMA spend (equating to millions of dollars) by introducing workflow IT form to simplify approval and management escalation.

         Played a pivotal role in transitioning core back office applications to cloud/SaaS model from Oracle.

Dubai Internet City, Dubai, AE, 2003 to 2010

Director of IT and Infrastructure

         Steadily advanced through a series of promotions to direct IT operations, projects, vendor relations, infrastructure expansion and optimization, SAN, NAS, networking, and IT security.

         Commanded multiple initiatives spanning helpdesk implementation, BI architecture, global data center development, SaaS and IaaS implementation, network design, mobile network implementation, disaster recovery, data warehousing, and cutting-edge BC structure and resilience systems.

         Controlled 24/7/365 data center operations, delivered global support to offices in U.S.. London and Singapore, and directed, motivated, evaluated, and coached offshore resources

         Orchestrated $5M Service Bureau project to deliver financial applications as SaaS; resourcefully built separate IT infrastructure at co-location data center, headed disaster recovery planning, and computed practical budget for professional data center migration support.

         Successfully uncovered first monthly recurring revenue source which led to subsequent SaaS implementations.

         Helmed $1.5M migration of core conversion processes and oversaw hardware procurement.

         Considerably elevated production uptime to 99.99% by methodically consolidating Tier 1 data centers into Tier III data center.

Emaar IT, Dubai AE, 1999 to 2003

IT Manager

         Steered all facets of IT operations with an emphasis on creating high-impact sales and marketing support applications, managing vendor relationships and contracts, and driving project management.

         Shepherded major projects encompassing cloud architecture integration, self-service portal implementations, Ecommerce solutions, network redesign, virtualization, and offshore BC implementation.

         Built and integrated sales platform with Microsoft Dynamics, ERP systems, and software development efforts to bolster bottom-line sales performance.

         Slashed technical support calls by 47% by launching self-service community solution, and elevated helpdesk productivity by 18% with introduction of new web portal.

Prior background includes Sun Microsystems (Omnix) and Digital as Solution Architect and Solution Manager

MS, Business information Systems, Troy University

BS, Electrical Engineering, Aleppo University

VMware, Citrix, Windows, Linux, Solaris, Oracle, SQL, MySQL, SAN / NAS (IBM, HP, EMC, HDS), Java, .NET, P Solutions, SAP, networking (Cisco, Juniper, Avaya, Lucent, Alcatel, F5), IaaS, SaaS, PaaS, Remedy, Microsoft Office Suite (Excel, Word, Access, Outlook), Salesforce, Microsoft Dynamics, Siebel, VoIP, WebEx, EMC, Adobe