Hussnain Raza

• Developing & implementing IT strategies and roadmap as per SLAs; managing service catalog and portfolio • Supervising IT operations including Incident, Problem, Change, Configuration, Knowledge and Request Management as per ITIL methodologies; devising & deploying strategies for streamlining communication entailing service management • Successful conduction of SA-CCC audit for Information Security Compliance • Modernized the connectivity by replacing conventional MPLS with SD-WAN solution for 180 Branches / Fuel Stations resulting in cost saving of SAR 600,000 per year • Implementing continuous improvement methodologies by utilizing key performance indicators (KPI) & critical success factors to optimize global service delivery as per organizational guidelines • Administering ITSM tools and designing & provisioning self-service, ad-hoc and standardized reports to be shared with the higher management for decision-making • Integrating storage and data backups; developing Disaster Recovery Plans • In alignment with company’s vision of Digital Transformation, Designing & Implementing multiple cloud (IaaS, PaaS, SaaS) solutions. • Leading a team of 07 members; spearheading hiring, mentoring & training team members; monitoring their performance • Formulating IT budgets, conducting variance analysis and ensuring implementation of cost-saving measures • Spearheading Systems Development Lifecycle of Accounting-based Software Program • Mapping functional & business requirements and translating the same into technical specifications for development • Ensuring timely releases, upgrades and enhancement of the products by streamlining development processes • Identifying bugs and ensuring timely fixes of the same to deliver more efficient product/service • Directing complete functions of Incident Management; devising corrective action plans to mitigate overall risks

- - Oversee technical projects in alignment with organizational goals - Led and delivered the infrastructure capability and transformation for cloud and internal systems with a focus on user-experience and performance for cloud-based ERP system -Led efforts to improve business applications and business technology process through rigorous data collection and analysis - Rigorously maintains and forecast financial budgets to ensure all technical projects were delivered on-time and on-budget - Oversee computer systems, hardware, network security, and infrastructure services as the company grew in annual revenue - Evaluated and implemented right-fit industry products and technologies and led adoption of those technologies within the company - Ensure the IT Infrastructure team to complete 100% of end user’s tickets on-time by removing roadblocks and leading prioritization efforts - Supervised a team of 7 members and managed relationships with external vendors and advisers

- Lead the design, implementation, and improvement of service ownership and a service taxonomy, service level management, the service catalog and service portfolio management - Oversee ITIL service operations and transitions activities, including incident management, problem management, request management, knowledge management, change management, and configuration management - Help articulate and execute a strategy for service management-related communications. - Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery - IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools; understanding and effective use of key performance indicators for managing service delivery; and the design and provisioning of self-service, ad-hoc, and standardized reports for management support, and operational and strategic planning - Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance - Design, develop, implement and coordinate systems, policies and procedures - Handle annual budget and ensure cost effectiveness - Identify problematic areas and implement strategic solutions in time

• Accomplished and organized IT Discipline, annual budgets, electronic data operations, ensuring cyber security against cyber-attacks and Backup systems. • Managed complete portfolio of projects including cost budgeting, planning and execution of projects; performed tasks within a project scoping document. • Recruiting, training and coaching IT Staff members, communicating job expectations and appraising their performance. • Maintained continuous alignment of IT plans with strategic business objectives, and make recommendations to modify the plans & procedures to enhance effectiveness toward the business result. • Designed, developed, and implemented, IT policies and procedures as per ITIL / ISO Standards. • Acted in alignment with user needs and system functionality to contribute to organizational policy. • Preserved assets, system security audits and assessed their outcomes.

• Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focus on the people, process, technology information and perspectives on providing integrated organization wide business solutions within the IT infrastructure. • Management and Administration of Cisco Unified Communication System (version 10), Cisco Routers, Layer3 Catalyst Switches, ASA 5510 and UTM (Sonic Wall, SOPHOS). • Defining the strategic deployment and administration of the full suite of Windows 2003, 2008 & 2012 Server products, Exchange Server, ADS, DNS, File Server and more. • Designing of security, planning of multiple sites for Enterprise network ensuring 24/7 security using the Trend Micro Office Scan Enterprise security suite enabled with endpoint security. • Directed and managed Net App Unified storage System and HP MSA P2000 G3 SAN providing the strict Quotas enforcement to departments with monitoring and email notifications. • Ensured 100% accurate data backup/restore with logging procedures as per defined ICT Policy. • Oversaw and maintained the Internet & VPN links between Corporate Office and Branch Offices.

• Streamlined and organized all engineering tasks, including installation, configuration, network connectivity, and supervised the network to improve performance and functionality. • Administered the full suite of Windows 2000/2003 Server products, including but not limited to Exchange Server, SQL Server, IIS Server, and ISA Server. • Actively participated in all aspects of delivery, carrying out feasibility exercises and determining connectivity to prepare detailed, technical, and operational documentation. • Explained end users on basic software, hardware, and peripheral device operation and troubleshoot system, network, hardware, and software faults. • Planned & Design Network Infrastructure expansion.

• Diagnosed hardware and software problems, preserved control records, and replaced defective components, as well as executed data backups, disaster recovery operations, shutdown procedures and routine network startup. • Managed File, Print Server build under LINUX-GENTOO and provided the proxy services to the end user for Internet through SQUID. • Planned and deployed Local Loop Network, to facilitate the office staff with a Local Loop Voice network. • Observed all change management functions and ensured compliance to business requirements. • Administered the Active Directory Server (2000). • Facilitated LANs, WANs, network segments, hardware, and software training for end-users, virus scanning procedures, and general technology troubleshooting.