OSAMA QAZAQI
Green Valley,Australia
Summary
Accomplished and goal-driven IT service delivery manager offering 19 years of experience with IT management, technical, and tactical IT business leadership. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
6
6
Certification
Work History
IT Service Delivery Manager
Bingo INDUSTRIES
09.2020 - Current
- Plan and manage support team activities to provide support of applications key to plant processing for users and plant managers
- Support end to end systems, processes, and change management
- Support the delivery with the PMs, IT managers, other IT teams, vendors, and operation teams
- Act as point of escalation for issue communication to all stakeholders
- Assist with the roadmap / schedule for support, including problem prevention and proactive monitoring
- Seek / challenge / organize and communicate costs of support
- Liaise and work with Bingo PMs, CIO, and IT Operation manager to successfully land changes
- Effectively manage and lead root cause analysis for reducing support incidents to minimize callout cost
- Assist IT operations and IT Security managers to plan and manage release of software into production, coordinating with vendors, stakeholders, and Bingo IT managers
- Develop and communicate strategy and procedures to provide comms to customers and stakeholders (vendors, Bingo Staff)
- Devise and execute strategy for best practice support model, behaviors, and process, with standards for efficient team operation
- Provide support services for all Bingo applications and end users, as well as the relationship with Bingo third party partners
- Support: Provision of out-of-hours support to Bingo operations
- Assist with managing changes into production and liaise with IT Manager to successfully implement new releases, life cycle management, infrastructure fixes and hotfixes
- Provide vendor management through relationship building for support function to site.
Infrastructure Analyst
Bingo INDUSTRIES
03.2020 - 09.2020
- Manage/Administer our physical and virtual networks
- Install and support LANs, WANs, Internet, and Intranet systems
- Analyze and isolate network issues
- Establish network by evaluating network performance issues including availability, utilization, throughput, good put, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls
- Evaluate and modify system's performance
- Propose for improvement of the network infrastructure including the hardware and services
- Ensure network connectivity throughout the LAN/WAN infrastructure is on par with technical considerations
- Maintain network services such as VPN gateways, intrusion detection systems
- Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements
- Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor
- Ensure that IT Security related incidents, findings, alerts are addressed in a timely and effective manner
- Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
ICT Project Manager
CPA AUSTRALIA
07.2019 - 12.2019
- Scope of the project: Commercial secondary back data Centre refresh in NSW
- One hundred virtualized servers over twenty physical Dell servers
- HDS SAN Storage installation
- Fiber backbone network establishment
- RFP development and vendor negotiation
- Primary to secondary data center disaster recovery planning, design, implementation, and testing
- AUD 600,000.00 budget, 6 months duration
- Six direct reporting channels, plus external vendors
- Responsibilities: RFP development and vendor and integrator selection
- Vendor and supplier onboarding
- Coordination of elevated level and detailed design activities inclusive of architecture artifacts
- Coordination of deployment activity inclusive of testing, test scenarios development and execution
- Budget submission, approvals, management, and reporting
- Stakeholder management (internal/External)
- DR plan development, documentation, testing and execution
- Day to day management of project activities
- Staff management to ensure timely and successful delivery
- Outcomes: On time and on budget project delivery of secondary Data Center refresh
- Successful execution of Data Center refresh
- Successful completion of recovery activity within designated recovery time objectives.
ICT Manager
ECHO ORGANISATION
12.2008 - 06.2019
- Scope of Service Coverage: International (Middles East, East Europe, North Africa, and Central Asia, twenty sites in 17 different countries)
- Ensuring the smooth running of the IT operations in the field, including user support, IT systems, communications, and connectivity
- Monitoring upgrades and backups of hardware and software systems
- Managing crisis situations, which may involve complex technical hardware or software problems
- Providing guidance and support to field office IT staff focal point to troubleshoot and maintain tasks on the servers, PCs, and other devices
- Network configuration assessments and implementing Hardware/software upgrades and improvements
- Implementing back-up procedures in the field and ensure their proper application
- Planning and executing technology implementations in the field in an organized and effective manner
- Establishing project scopes, goals, timelines, resources, and deliverables that support business goals and tracking projects progress
- Assisting regional administrative coordinator in planning and managing new office build outs, and office moves
- Mentoring and training IT focal point in the field
- Planning and developing IT budgets for field offices, obtaining competitive prices from suppliers, to ensure cost effectiveness
- Working with field office IT focal points on maintaining up-to-date documentation of IT infrastructure and equipment in each field office and register them in asset registry system
- Recommending information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements
- Developing, and implementing new IT procedures in the field and reviewing and enhancing existing procedures.
ICT Assistant
EU DELEGATION
09.2007 - 12.2008
Network Support Engineer
Optimiza Jordan
09.2006 - 09.2007
System Administrator and Networking Lecturer
HBCT –K.S. A
09.2004 - 08.2006
Education
Professional Business Diploma -
Cambridge international examination track
01.2011
Master of Science - Computer Networking And Telecommunications
DePaul University
02.2008
Bachelor of Science - Computer Engineering
PPU University
01.2004
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
Accomplishments
- Supervised team of 6 staff members.
- Achieved business enablement award by introducing new ERP software package for Bingo operations
Certifications And Courses
- ITIL Version 3.0 Certification (foundation Examination- certified), Exin, 2010
- MCTS (certified), STS, 2010
- Technology Specialist windows server 2008 network infrastructure (certified), STS, 2010
- ISA 2006 (Certified), STS, 2010
- Advanced technologies in SharePoint, STS, 2018
- CCNA certification (certified), Cisco Academy, 2004
- Ethical Hacking, Impact company, 2017
- ICT Emergency Telecoms training (Certified), TSF- Bangkok, 2016
- Emergency ICT training (certified), TSF-Nairobi, 2013
- PMP training, Wave MGMT, 2015
- Technical and Business writing skills, TAGI, 2011
- Negotiation skills training, TAGI, 2011
- Creating problem solving and decision making, TAGI, 2010
- Business Managerial skills, TAGI, 2009
- Advanced Communication skills, TAGI, 2010
- AWS Solution Architect, CloudGuru, 2022
- Emerging Leadership program, Ignite Performance, 2022
- ITIL Foundation V4.0, ALC training, 2023
- OKTA security Awareness Workshop, OKTA-Sydney, 2023
- OKTA Workflow Workshop, OKTA- Sydney, 2023
- Express Leadership program, Ignite Performance, 2024 (in progress)
Work Permit
Australian Citizen
Driving License
NSW driving License (class C) unrestricted
Core Competencies
IT Service Delivery / Operations Management, Project Management, Change Management and SLA management., IT Budgeting/Administration, IT contracting/procurement., Team Management, service desk management, Strategic/Tactical Planning, Critical thinking/ Decision making, BCP/Risk Management., Windows Stack expert, infrastructure, end user application platform, L2-3 technical support, Service desk and Networking expert, cloud platforms administration (Azure, Office365, AWS)
Certification
- ITIL Foundation V3.0 License - 2010
- ITIL Foundation V4.0 License - 2024
- MCTS License - 201
- CCNA License - 2004
Languages
English
Full Professional
Arabic
Native or Bilingual
French
Limited Working
Spanish
Elementary
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
IT Service Delivery Manager
Bingo INDUSTRIES
09.2020 - Current
Infrastructure Analyst
Bingo INDUSTRIES
03.2020 - 09.2020
ICT Project Manager
CPA AUSTRALIA
07.2019 - 12.2019
ICT Manager
ECHO ORGANISATION
12.2008 - 06.2019
ICT Assistant
EU DELEGATION
09.2007 - 12.2008
Network Support Engineer
Optimiza Jordan
09.2006 - 09.2007
System Administrator and Networking Lecturer
HBCT –K.S. A
09.2004 - 08.2006
Professional Business Diploma -
Cambridge international examination track
Master of Science - Computer Networking And Telecommunications
DePaul University
Bachelor of Science - Computer Engineering
PPU University
Similar Profiles
JASON MARK ANDREWSJASON MARK ANDREWS
HR Driver at BINGO IndustriesHR Driver at BINGO Industries
Enrik IoannitisEnrik Ioannitis
Labourer at Bingo IndustriesLabourer at Bingo Industries
Kosta SoultadosKosta Soultados
Site Manager at Bingo IndustriesSite Manager at Bingo Industries
Carlos GeorgeCarlos George
Casual Teacher at Westfield Sports High SchoolCasual Teacher at Westfield Sports High School
Daniel TranDaniel Tran
Assembler/Glazier at SEM WindowsAssembler/Glazier at SEM Windows