Technical Product Manager (IT Operations & Application Support) at ACA Systems Support Ltd (2021-06 – Present)
Led end-to-end IT operations, infrastructure management, and application support for an enterprise Field Service Management (FSM) software suite (WinSIMS®) used by field service companies across the UK.
- Managed full technical onboarding for client deployments, including server provisioning, software deployment, and mobile workforce app configuration
- Resolved complex database, integration, and system architecture faults to maintain high platform uptime
- Scripted routine environment administration tasks using PowerShell
- Managed IIS Web Servers, Windows Servers, Microsoft 365, and financial API connectors (Sage, QuickBooks, Xero), including domain and web server access/configuration troubleshooting
- Diagnosed and remediated a critical data synchronisation fault in a QuickBooks Online financial integration
- Authored a strategic cloud-hosted desktop proposal to eliminate legacy infrastructure risk
- Conducted a comprehensive vulnerability assessment of the mobile workforce application, delivering technical remediation steps
- Built an internal 100+ article technical knowledge base to reduce average support resolution times
- Initiated technical mapping and strategy planning for legacy system migration to SQL Server
- Designed and maintained the company website, resolving domain and hosting configuration issues to keep it live and accessible
- Built interactive product demonstrations and sales scripts to support the commercial team's client pitches and marketing efforts
Team Lead – IT Procurement at Alghanim International (2018-04 – 2021-02)
- Led and mentored an IT procurement team managing software, hardware, licensing, and maintenance contracts
- Built relationships with strategic suppliers and conducted regular business reviews to optimise commercial outcomes
- Negotiated and managed vendor contracts, developing and monitoring SLAs and KPIs
- Directed complex sourcing projects, managing the full RFx process from requirements gathering to contract award
- Redesigned the IT e-waste disposal process, transforming a traditional cost centre into a revenue-generating initiative
- Streamlined supplier onboarding by implementing structured due diligence and compliance checks
Systems Analyst – Network Operations Centre (Contract) at Zain Telecommunications (2016-05 – 2018-03)
- Managed the full lifecycle of IT hardware assets, including procurement support, warranties, repairs, and redeployment
- Supervised software licensing, tracked entitlements, and ensured continuous audit readiness
- Negotiated and managed contracts with global technology vendors (Microsoft, Adobe) and telecom providers for cloud telephony, internet, Avaya, and Cisco solutions
- Administered Ericsson EMM and EMA platforms, supporting Value Added Services (VAS) within the mobile network
- Supported high-value payment platforms, including NCR cash machines, self-service kiosks, and K-Net payment gateway infrastructure
- Managed operational workflows for the post-paid billing cycle, ensuring zero service disruption
Senior Officer – Application Support at Kuwait Finance Investment Company (Brokerage) (2015-05 – 2016-04)
- Supported DirectFN™ trading applications, including Order Management Systems (OMS) and trader workstations (AT/DT/TWS)
- Monitored and maintained IBM WebSphere, MQ, Apache Tomcat, and FIX protocol infrastructure
- Managed daily backup routines, logging, and administrative tasks for Oracle and MS SQL databases
- Maintained software licensing to ensure all active corporate assets met legal and industry standards
IT – MIS Support at Kout Food Group (Al Homaizi) (2001-10 – 2015-04)
- Acted as the primary specialist for the in-house ERP system (FMIS™), managing system configurations, electronic purchasing, and inventory modules
- Implemented and enforced corporate IT infrastructure purchasing policies, handling supplier contracts and purchase orders
- Operated as the first point of contact for IT support, managing the incident framework to ensure high system availability
- Maintained and coordinated international (Kuwait/UK) data reports for the Marketing and Finance departments
IT Support at Al Omair Computer Est. (1998-08 – 2001-09)
- Diagnosed and resolved hardware, software, and corporate network issues for a diverse client base
- Managed Annual Maintenance Contracts (AMCs) to ensure consistent service delivery and vendor compliance
- Developed RFPs, identified eligible suppliers, and coordinated the end-to-end evaluation process
Programmer / Branch Manager / Senior Faculty at National Institute of Computer Technology / Softex (1989-01 – 1998-05)
- Directed daily branch operations, set team targets, and established corporate job descriptions
- Developed custom educational software for an internal Computerised Learning System
- Taught advanced programming languages, desktop support, and technical troubleshooting methodologies to students
