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Ahmad Al-Shargawi, Director of Projects Business Development and Strategy

Ahmad Al-Shargawi

Director of Projects Business Development and Strategy ·EFS

Saudi Arabia

Diploma, COPC CSP Registered Coordinator

Work experience

Total years of experience: 24 years, 3 months

Director of Projects Business Development and Strategy

January 2019 - Present

EFS

Jeddah, Saudi Arabia

January 2019 - Present

Heading the facilities management project for one of the biggest client responsible for enhancing the education sector facilities across KSA
Company industry:
Facilities & Property Management
Job role:
Support Services

Head of Planning and Performance / Facility and Communicaty Helpdesk services

January 2011 - December 2018

Emcor Facility Services - KAUST

Jeddah, Saudi Arabia

January 2011 - December 2018

Heading planning and performance department to setup performance management program for KAUST FM project. Managing 24/7 helpdesk operations related to Facility and community services at King Abdullah University for Science and Technology by providing a call center support for 8, 000+ customers through different communication channels. Managing Technical library department for documentation and archiving management and looking over all system application strategy and implementation for SAP in KAUST in relation to Facilities and Community. Managing the implementation business applications & and full IT systems and solutions for EFS KSA

Key responsibilities include:

• Established and Responsible of “Saudi Graduates program” hiring, training, mentoring and evaluation.

• Responsible to look after system implementation that includes strategy, project management, business requirement, blue prints and managing the testing and acceptance.

• Putting strategy and methodology of performance management system based on standards or best practice . Producing departments KPI based on finance, customer, operations and system and provide analytical and report support.

• Integrate business processes of different departments

• Managing technical library system that takes care of all documentation related to design and modification.

• Create and revise all policy and procedures related to the helpdesk/technical library/IT KSA/Saudi Graduates operations.

• Create business requirement document, system blue print documents and migration plan to implement SAP/CRM

• Putting an assessment program for other SAP MODULES (PM, MM, RE…)

• Managing/Developing audit/compliance management system.

• Responsible for the Facility and community administration building as building manager to supervise all evacuation plans, floor warden training and fire extinguisher training. As well as conduct a routine walk-through to define health and safety concerns.
Company industry:
Facilities & Property Management
Job role:
Support Services

Contact Center and Customer Care Director

December 2009 - December 2010

Emaar, The Economic City

Jeddah, Saudi Arabia

December 2009 - December 2010

Resposible to build and operate Emaar EC 800 contact center to server King Abdullah Economic City customers and prospects.
• Management of the Contact Center with focus on high quality service delivery, compliance to delivery schedules and quality parameters, maximizing operational effectiveness and reduction in operational costs.

• Evaluation of performance levels of customer care personnel; coordinating staff recruitment to ensure availability of resources based on business requirements; determination of training needs besides focusing on improvement of performance standards against Key Performance Indicators (KPI).

• Liaise with business units pertaining to services apart from being involved in research, recommendation and examination of technology solutions.

• Compilation of detailed reports; calculation of accurate short and long term workload forecasts; monitoring trends and staffing requirements and alignment of team targets to business requirements.

• Development of business plan and business case aimed at converting Emaar Contact Center to a profit center.

• Finalization of service level agreement with all divisions aimed at controlling KPI and maximizing customer satisfaction process.

• Provide leadership to the 9 team members assigned to support 800 line prospects and customers of Emaar.

• Setting up customer support process for the customer care division and interfacing the same with various business units and support departments.
Company industry:
Real Estate
Job role:
Management

Smart City Operations Manager

December 2008 - December 2009

ContinuedEmaar the Economic City

Jeddah, Saudi Arabia

December 2008 - December 2009

Key Responsibilities as Manager - Smart City Operations (Mention Date):
• Executed, implemented and coordinated all activities related to starting the company's data center and The Temporary City data center.
• Implemented Smart City environment which includes Smart Home, Building Management System and Smart Metering at the company project.
• Conducted technical evaluation for “Build and Operate” the telecommunication RFP as well as employed telecom interim solutions for Internet/WAN/GSM/IPTV.
• Liaised with Ericsson to decide the Internet Service Providers (ISP) and Operations Service Provider (OSP) standard documents.
• Presented the Smart City concept showcases including Public Smart Services, Smart Home and Fast telecommunication services through telepresence Office of Science and Technology Policy (OSTP) for the company.
• Handled Contact Center project based on Inbound and outbound campaign managed by Cisco call manager and Altitude software IVR and UCI.
• Administered the day-to-day running of the organization and developed business plans for the long term future of the organization.
Company industry:
Real Estate
Job role:
Management

IT Operations Manager

December 2006 - December 2008

Emaar the Economic City

Jeddah, Saudi Arabia

December 2006 - December 2008

Key Responsibilities as Manager - IT Operations (Mention Date):
• Established IT infrastructure and operations services, handled all IT operations projects work related to up gradation, enhancements and new services release.
• Build 100 m2 Data center to host all servers, networking equipments and other services with various electromechanical equipments.
• Developed all LAN/WAN networking components/services including VOIP services based on Nortel network and firewall security services as well as Microsoft active directory services including - Exchange 2003, File and Print, IIS, SQL 2000, Terminal Services and FTP.
• Managed HP server infrastructures (Windows and UNIX based systems), SAN storage, data library and system back up to host and restore the services including ERP Database and applications.
• Instituted Oracle database system to host Oracle ERB, Service Desk system, contact center data and other services including Anti-Virus, Payroll system, Access control system and blackberry services.
• Analyzed and implemented Help desk services based on HP services desk as well as executed ITIL V, 2.0 frameworks for different management including change, capacity, availability, service level and help desk management.
• Functioned as a service level manager for undertaking IT operations as well as managing IT service level agreements (SLAs) based on the quality of service delivered to customer.
• Examined that all servers and IT operations and infrastructure services are based on HP OpenView systems.
Company industry:
Real Estate
Job role:
Management

Supervisor - Communication and Information Technology

May 2002 - December 2006

National Air Services(NAS)

Jeddah, Saudi Arabia

May 2002 - December 2006

Key Responsibilities:
• Installed, executed and administered MS Exchange 2000 for 700 users in various domain environments for handling user’s mailbox, restrictions and all applications used by exchange.
• Headed the up gradation project of Windows 2003 and Exchange 2003 as well as migration projects of relocating servers, equipments and installed new network infrastructure and connection on the new site.
• Oversaw Windows 2000 Active directory domains to support user’s security access in different domain.
• Supervised the LAN network services, started connectivity hardware/software for different locations for the companies office.
• Upgraded FileNet systems to ensure efficient documentation management and consolidate companies’ for maintaining database integrity in addition to the current Active directory environment.
• Contributed in the implementation of Oracle ERP project for finance and HR management to integrate overall functions of the business within the single framework.

Previous Professional Experience:
• Jul ’99 - Feb ’02: RMZ, ExecuTrain, Al-Khobar, KSA
Designation Chronology:
- Oct ‘00 - Feb ’02: Operations Manager
- Nov ‘99 - Oct ’00: Sales Manager
- Jul ‘99 - Nov ’99: Sales Executive

• Jun ‘97 - Jun ’99: System Analyst and Programmer, KFUPM, Dhahran, KSA
Highlights:
• Honored for distinguished participation in 15th Annual Career Day. (1998)
• Recognized for imparting special lectures on Windows and Computer Course.
• Acknowledge for providing distinguish contribution in the companies Orientation Week in 1990.

• May ‘95 - May ’97: Computer Support, Saudi Faransi Bank, Khobar/Riyadh, KSA
Company industry:
Airlines
Job role:
Information Technology

Education

COPC

October 2013

October 2013

Diploma, COPC CSP Registered Coordinator

United Arab Emirates

GPA (percentage): 91.9%

GPA (percentage): 91.9%

University of Phonex

May 2011

May 2011

Bachelor's degree, BS Information Technology - Networking - On going

United States

Information technology, major and projectbmanagment focused

Microsof

April 2002

April 2002

Diploma, Microsoft Certified Systems Engineer

Saudi Arabia

Other Trainings and certifications: • Stratigic Finance- George Washington University- December 2014 . Finance for non financial managers - APMG-International - December 2014 • Certificate in Stragic Thiking and Planning - George Washington University - April 2015 - Transforming your IT Orginization -George Washington University - Feb 2016 • Nov ’08: (ITIL) Manager’s Course in IT Service Management: Service Delivery, HP, Riyadh, KSA • Jan ’08: Performance Management Skills for Supervisors, CIPD, Jeddah, KSA • Jul ’08: Project Management, IIR Middle East, Jeddah, KSA • Nov ’07: ITIL Foundation v 2.0, HP, Jeddah, KSA • Mar ’06: Planning, Implementing Maintaining a MS Windows Server 2003 Active Directory Infrastructure, Site Power Training Center, Dubai, UAE • Mar ’04: Designing Microsoft Exchange 2000 Enterprise, ExecuTrain of Dubai, UAE • Sept ’02: Implementing and Administering Microsoft Windows 2000 Directory Services, New Horizons, Jeddah, KSA • Sept ’02: Microsoft Exchange 2000 Implementation and Administration, New Horizons, Jeddah, KSA • 2002: Microsoft Certified Systems Administrator: Messaging on Microsoft Windows 2000 • 2002: Microsoft Certified Systems Administrator on Microsoft Windows 2000, Jeddah, KSA • Jun ’01: Microsoft Windows 2000 Network and Operating System Essentials, ExecuTrain, Al-Khobar, KSA • Jun '01: Implementing Microsoft Windows 2000 Professional and Server • 2001: Certificate of Recognition to ExuecuTrain for supporting and participating in Communications engineering Technical Exchange Meeting, Saudi Aramco, Dhahran, KSA • 2001: Appreciated for contributing as Project leader in Home Internet Support Center, Saudi Aramco, Dhahran, KSA • 2000: Microsoft Certified Sales Specialist, Khobar, KSA • 2000: Microsoft Certified Professional, Khobar, KSA • 2000: Microsoft Office Specialist: Access 2000, Khobar, KSA • May ’99: Build Client Server Applications, King Fahd University of Petroleum and Minerals (KFUPM), Dhahran, KSA • Aug ’98: Introduction to Visual Basic, KFUPM , Dhahran, KSA • Apr ’98: Introduction to Windows Operating System, KFUPM, Dhahran, KSA • Sept ’96: XEROX 4050 Laser Printer & Barr System Operation, Riyadh, KSA

King Fahad University for P&M - Incomplete

September 1995

September 1995

Bachelor's degree, Computer Engineering - in complete

Saudi Arabia

GPA (point): 2.01 out of 4

GPA (point): 2.01 out of 4

computer sciece and computer engineering major

Skills

Performance Center

Expert

Facilities

Expert

Microsoft Access

Expert

WAN

Expert

Administration

Expert

Directory Service Administration, Network Administration and Installation, SAP Helpdesk

Expert

Researching Technologies, Performance Appraisals,Resource Management,Resolving Customer Complaints

Expert

Installation, Up-gradation & Migration, Technical Evaluation/Support, FileNet System

Expert

LAN/WAN Networking, Communication & Information Technology, IT Infrastructure

Expert

Contact Center Operations, Service Delivery Management, Project Management,Premiere Customer Service

Expert

Ability to Work Under Pressure, Innovative Thinking, Negotiation & Influencing Skills

Expert

Windows & Unix based Systems, SAN Storage, Data Library, Oracle Database System, Anti-Virus

Expert

Leadership, Personnel Mgmt., Team Mgmt., Motivating, Analytical Skills, Problem Solving Skills

Expert

Microsoft Access

Expert

WAN

Expert

Administration

Expert

HP

Expert

Home

Expert

Languages

English

Expert

Arabic

Expert

Trainings and Certifications

Certifications

Certified Project Manager

PMI

Jan 2007 - Jan 2007

MCSE

Microsoft

Jan 2000 - Jan 2000

MCP

Microsoft

Jan 2000 - Jan 2000

COPC CSP registered coordinator

COPC

Oct 2013 - Oct 2013

MCSA-Exchange

Microsoft

Jan 2000 - Jan 2000

PERFORMANCE MNG

CIPD

Oct 2007 - Oct 2007

ITIL

ITIL

Jan 2008 - Jan 2008