ِAhmad Sawalha

Working as a Project Manager outsource to Ministry of Industry & Advanced Technology (MOIAT), Dubai since Dec 2023.

Key Responsibilities:

• Redesigned and built a services catalog for Service Desk system, streamlining service request processes and enhancing user experience.
• Responsible for designing and maintaining the manage engine service desk plus application environment.
• Maintain the Knowledge base and ensure appropriate solutions are recorded in the system.
• Improve Knowledge Management through assisting in creating knowledge articles for users to improve self-service facilities.
• Conducted several information security awareness programs to employees, including phishing simulation campaigns.
  
• Producing appropriate Service Reports to measure KPI’s relevant to Service Desk, and manage the Incident Request Management that align with ISO20000.
• Successfully led the full migration of the electronic signature system (Exclaimer) from an on-premises environment to the cloud, ensuring seamless service continuity and zero downtime.
• Activated and configured the contract management module in ManageEngine, including the registration of all software licenses and contracts, enabling automated alerts and reporting to enhance the efficiency of software and contract management.
• Project Manager for the “Governance, Risk, and Compliance” (GRC) initiative, responsible for coordinating with CyberArrow, and overseeing the update of policies and procedures in alignment with the National Cybersecurity Framework and international standards including ISO 20000-1, ISO 27001, and ISO 22301 for business continuity.
• Performed a comprehensive update of all employee records in Active Directory in alignment with the new organizational structure, ensuring data accuracy and access continuity.
• Organized and managed online webinars (Masterclasses) via Microsoft Teams.
• Designed and prepared internal bulletins and official circulars.
• Updated IT systems and tools related to the ManageEngine suite.
• Drafted and submitted Requests for Proposals (RFPs) in accordance with technical requirements.
• Participated in technical evaluations of vendor submissions and proposals.
• Administered the ministry’s official Google account for mobile applications.

• Led information security awareness campaigns through:

  Email bulletins and awareness messages.

  Viva Engage platform posts.

  Desktop lock screen updates.

  Digital signage screen content updates.

• Managed the internal communication system (CTS) for seamless message flow across departments.
• Managed and monitored IT infrastructure performance using OPManager.

Working as an IT Service Desk Analyst outsource to Ministry of Climate Change and Environment (MOCCAE), Dubai since Jan 2017.

Key Responsibilities:

• Producing appropriate Service Reports to measure KPI’s relevant to Service Desk, and manage the Incident Request Management that align with ISO20000.
• Experience in both standards ISO20000and ISO27001.
• Provide Single Point of Contact (SPOC) and first-level support to business users and restore the service to normal working operation as quickly as possible to minimize the adverse impact to business operation and thus maintain the agreed targets as defined in the SLA.
• Redesigned and built a services catalog for Service Desk system, streamlining service request processes and enhancing user experience.
• Maintain the Knowledge base and ensure appropriate solutions are recorded in the system.
• Improve Knowledge Management through assisting in creating knowledge articles for users to improve self-service facilities.
• Assist in updating the Configuration Management Database (CMDB) and notify Configuration Manager if wrong information is detected.
• Assist in maintaining the continual improvements within IT.
• Notify Problem Managers on repeating incidents and support users in the workarounds for Known Errors as instructed by Problem Managers.
• Own Root Cause Analysis and Problem Management.
• Managing SharePoint systems (e-Archive and correspondences system)
• Providing SharePoint support and end-user training.
• Adding users, controlling access to document libraries, and setting permissions.
• Analyze and investigate systems complaints or reported quality issues to ensure resolution in accordance with entity guidelines
• Building & managing Magicinfo server for all signage screens.
• Delivered multiple training programs to employees on Microsoft Office and Windows.
• Conducted several information security awareness programs to employees.
• Developed and oversaw a phishing platform as part of our security awareness efforts.
• Designs, maintains and support the Ivanti ,BMC Footprints application environment.
• Where necessary, escalation of Incidents and Service Request to appropriate.
• Generating monthly reports of MOCCAE PCs by using LANDesk tool (software license list, etc.)
• Provide the Media team with the Arabic & English texts for IT announcement.
• Provide feedback on the quality of the application of Arabic texts in the systems.
• Providing detailed reports for in-system issues (text size, fonts, typing issues, spelling or grammatical mistakes, unprepared content, Arabic UI direction/ alignment).

Working as an IT Support Engineer outsource to Ministry of Climate Change and Environment (MOCCAE), Dubai since April 2013.

Key Responsibilities:

• Manage the entire IT Service Desk function supporting 700 users for all desktop support issues.
• Using remote connectivity tools (LANDesk, Remote Desktop Connection (RDC), Remote Assistant and Microsoft Teams).
• Follow up with all open records and monitor service level targets threatened or near miss.
• Maintain Incidents/Service request/change/problem records in the Service Management tool (Ivanti,BMC Footprints).
• Installing, configuring Windows server 2008rt/2012/. etc.
• Configuring and integrating Active Directory Rights Management Services (ADRMS).
• Managing virtualization technologies like VMWare Server/Microsoft HyperV.
• Group Policy design and configuration.
• Setup shared folder and managing all users access permissions.
• Configuring both DNS & DHCP.
• Building WDS (Windows Deployment Services)
• Installing, configuring print management server and manage all network printers.
• Microsoft IIS administration and configuration.
• Backup and restore windows/files using Acronis true image.
• supporting groups (Operation and e-Services Units).
• Liaising between IT team and ensure effective and efficient handling incidents and service requests.
• Deploying and modifying LANDesk agent on MOCCAE staff computer.
• Pushing hotfixes and patches for windows through LANDesk management console
• Applied power policy on the MOCCAE PCs by using LANDesk tool.
• Mange all the shared printers by using HP Jet Admin.
• Generating reports of MOCCAE Users by using Manage Engine AD Manager plus (Disabled Users list, Locked out Users list, etc.)

• Graduated with an Excellent GPA, Graduation project achieved the first rank 95/100.