Release/Build Manager

Nasser Abuhasna:

Curriculum Vitae
Abdalnasser Abuhasna
ul. Aleksandrowicza 5C
30-698 Kraków, Poland
Mob: +48 – 668228642
Linkedin: https://www.linkedin.com/in/nasser-abuhasna-b8b09842/
nasser1973@op.pl
PROFILE
An innovative and highly experienced IT Operation Manager / IT Service Manager / IT Delivery Manager / Service Desk Manager.
PERSONAL DETAILS
Male, 43 years old, married;
Citizenship: Polish.
EDUCATIONAL BACKGROUND
1989 – 1991 Beir Shefah Secondary School, Palestine;
1993 – 1998 Diploma in Computer Science, University of Mining and Metallurgy (AGH), Krakow, Poland;
2005 – 2006 Foundation Certificate in Environment, Chartered Institute of Environmental Health,London, UK;
02- 2014 ITIL Foundation Certificate, Krakow plus exam
04-2017 Leadership Classes, Willow Path Consulting
WORK EXPERIENCE
07.2016- Present: Head of IT, Sabre Corporation Krakow.
Main duties:
— Responsible for smoothly running of the IT environment across EMEA sites
— Supporting the ITIL service operations including incident management , problem management request fulfillment , change management and CSI service improvement
— Main contact for 3rd party and responsible for coordinating support required by external companies on sites
— Monitoring and coordinating with service desk managers the current processes and workflow, works on creating KB’s for existing workflows and procedures.
— Reporting tools , using SNOW system to generate reports, surveys, analyzing incidents , requests , SLA and Technicians performance
— Running projects on sites, migration to the cloud 365, S4B, one drive etc.
— Handling all telecommunications issues, mobile devices, Video conference rooms, Town Halls, events and multimedia rooms etc.
— Managing the procurement, desktops, laptops, and all other hardware accessories, through monitoring ad hoc requests, nonstandard requests, on boarding, off boarding and others.
— Responsible for inventory across EMEA sites, refresh laptops and approval process.
— Dealing with CSI, service improvement based on RCA, problem management or incident management, being member of Board cab approval members for a change management process.
— People management , performance , training as I am managing IT 2nd line support team on site in Poland and across EMEA as well.
— Managing all projects on site, secure resources and capabilities, moinotring,coordinating with 3rd parties and other project managers in US and EMEA.
— Main contact for all managers and directors from EMEA locations, escalations. Handing nonstandard user’s requests.
— IT on Call procedure
— Managing the budget for all relative tasks.
01.2015–30.06.2016: IT Infrastructure Manager/Chief Specialist IT&Telecommunications infrastructure/Management Services @ ArcelorMittal Eastern Europe
Main duties:
-Monitor and reports on service delivery metric and process and overall performance
-Coordinate plan changes with the customer including change management, incident management and operations.
-Maintain relationship with resolver group and communicate on major services outages and escalations
-Responsible for smoothly daily running of the IT operations across client sites
-Responsible for update the process needed for running the business as per company policy
-Transfer desk go live and manage external relationship with vendors and 3rd parties.
-Monitoring and assignment of current project running by the company.
-Monitoring the process of service improvement and implement ideas which lead to the business goal achievement.
— Managing IT staff, all levels, performance review, training and recruitment process
— Running projects across client site, assign resources and capabilities, monitoring and coordination with other parties.
-Monitoring requests, critical incidents which can lead to a real impact for the business and lead to a target solution for them.
-Running all reports needed for CEO and business needs.
01.06.2012 – 01.2015 IT Operation Manager \ Kierownik Zespołu Sieciowego, Computer Science Corporation (CSC), Kraków.
Main Duties:
* Responsible for the day to day management of the Network and service delivery team which is spread across several ArcelorMittal locations in Poland (Kraków, Dąbrowa Górnicza, Sosnowiec, Czestołochowice, Warszawa, Łazy and Zdzieszowice);
* Managing of the Network Infrastructure which is based on Cisco technologies to include WAN, LAN, Firewall Management and wireless connectivity;
* Take over responsibility for insuring the availability, performance and security of Network services within agreed service levels.
* Following ITIL processes and managing major service delivery related incidents and bring them to a satisfactory closure;
* Dealing and taking responsibility of discussion of Annex and financial responsibility with the client and set up rules and guide for the running business.
* Working on transformation process and knowledge transfer projects for the client on the site;
* Organizing daily activities with the ArcelorMittal network team Poland spread across all sites: on-call/availability planning, security, etc.;
* Making sure the Service Requests are delivered on time and Incident resolution follows SLAs
* Manages the assets (True-Up process), inventory, budget and procurement;
* Being the main interface for project managers, coordinating projects, implementing and delivering on time;
* Manage customer relationship from a network prospective: interacts regularly meetings with (AM SDM representative), coordinate communication with customer;
* Being the control owner for SOX process for ArcelorMittal Polish sites;
* Oversees specific service problems and the prioritization of work requests;
* Reporting of high priority issues impacting service to account manager as well direct GDN managers;
* Managing the Network team, IT on Call Rota, holidays and many other related tasks to the service delivery.
12/2011 – 05.2012 Operation Manager and Service Delivery Leader, Synergy Polska, Krakow
Employed by Synergy to work for CSC as Operation Manager;
Transferred after 6 month of employment to CSC as a permanent employee (IT Operation Manager).
03/2008 – 11.2011 Service Desk Leader, International Paper, Kraków
Main duties:
* Managing the First/Second level of IT support for internal customers as well as first contact for external partner’s world-wide: problem management, resolution, escalation per SLA, based on ITIL foundation;
* Tickets handling and assign tickets to the service desk team, monitoring and generating reports, volume of calls and statistics;
* Problem resolution and escalation; reporting to high management team, working as a point of escalation for the customer;
* Managing users’ accounts in various systems and domain (NA, EMEA);
* Resolving networks issues (Internet, Intranet), systems and applications issues;
* Support and configuration in LAN, WLAN;
*Incident management, problem management, change management, ITSM, Reporting
* Coordinating conference between International Paper and Cap Gemini about issue assigned to external companies;
* Monitoring global network WAN in collaboration with Orange and EDS Business;
* Remote software installation and configuration and training new employees.
05/2005 – 02/2008 Customer Service Relationship Manager, Capsticks Solicitors, London
03/2004 – 04/2005 Customer Service Manager, College of Law , London
03/2003 – 02/2004 Customer Service Manager, Wilson James Ltd, Heathrow Airport, UK
08/2001 – 02/2003 Customer Support Assistant Manager, ICC, City Council, Birmingham
PROFESSIONAL QUALITIES AND SKILLS
Experience in IT service management and delivery based on ITIL service management standards, supporting innovation and managing change.
Leadership and management skills: demonstrated ability to lead a team, providing clear direction, motivating staff, managing their performance appropriately and fairly, and dealing with possible conflicts.
Problem-solving skills: Ability to identify critical IT issues and propose viable solutions.
Interpersonal skills: Ability to interact with customers and colleagues in a courteous and friendly manner and to work in a multicultural environment with sensitivity and respect for diversity.
Results-orientation: Ability to set clearly defined objectives, plan activities in a timely way and monitor performance against deadlines and milestones.
LANGUAGES
English fluent
Polish fluent
Arabic native speaker (Palestinian)
«I hereby give my consent to have my personal data included in the submitted documents processed by SMT Software Services S.A., BLStream Sp. z o.o., intive GmbH and by their customers, as deemed necessary for the purposes of the recruitment process, including processing such data in the future for the same purposes. I hereby confirm that my consent is given voluntarily and that I am aware of the rights granted to me under Personal Data Protection Act of 29 August, 1997 (Dz.U. 2016 r. item 922, as amended).”

Nasser Abuhasna:

Hi. I am interested in your vacancy. How should i apply for it. Appreciate your reply. Thanks

Harsh:

Hi,

I would like to apply for Release/Build Manager position.

Kindly let me know how to proceed.

Regards,
Harsh
881694017