Imad Atari

Led a team of five team leaders responsible for day-to-day management of business systems – high-performance, stability, availability, scalability, security and maintenance. • Managed ITIL-based support requests • Managed calls and tickets ensuring team understands KPI score on monthly basis • Addressed recurring issues by implementing effective problem management processes • Implemented a system monitoring dashboard to stay on top of all issues • Managed delivery of Change Requests and Project requirements • Implemented release management procedures • Verified DR systems and related documentation as per BCP • Managed maintaining security agents’ deployment successful (virus, malware, security scanning) • Maintained backup and backup-verification policy • Managed the development of custom scripts for automated system maintenance • Addressed audit gaps with efficient solutions in a timely manner • Built detailed system documentation guidelines, team knowledge base and efficient on-boarding plans (easy to understand and usable by junior members) • Managed the communication with business customers and vendors ensuring clear and effective communication is in place • Applied effective negotiation skills resulting in improving vendor-based SLA’s and support contracts • Exerted strategic solutions resulting in improved operational and business processes • Contributed in creating and maintaining governance policies and procedures • Contributed in the successful management and completion of waterfall and agile project lifecycles • Managed License/Subscription • Developed own IT budget

Managed a team consisting of a web designer, a L1/L2 support, an analyst, and a developer, responsible for maintaining and supporting a suite of Oracle and VB based applications, and company’s website • Business requirements analysis • Developed and maintained solutions and reports • Provided proper documentation, training and guidance to users of the business teams • Ensured compliance with incident, problem and change management processes • Developed and delivered technical IT training • Managed the communication with business customers and vendors ensuring clear and effective communication

Analyze, design, and develop applications based on approved business requirements specifications. • Business requirements analysis • Developed and maintained solutions and reports resulting • Provided proper documentation, training and guidance to users of the business teams

• Developed and maintained solutions and reports • Provided proper documentation, training and guidance to users of the business teams