Ola Mohamed
Dubai,United Arab Emirates
Summary
Accomplished professional with extensive expertise in programs and projects management, demonstrating strong commercial awareness and proficiency in PRINCE2 methodology. Recognized for exceptional leadership abilities, inspiring teams to achieve strategic goals while maintaining a customer-focused approach.
Experienced Programme Manager skilled in developing and delivering innovative solutions tailored to key business objectives. Client-focused with excellent relationship-building skills for constructive negotiations and communications.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client services specialist
Pearson VUE
Dubai
09.2014 - 08.2018
- Judiciously utilized business intelligence software applications to apply effective ongoing management of technology that used to deliver and support services.
- Acknowledged for responding to customer issues with exams delivery & result processing while maintaining a professional and mature attitude providing highest level of support.
- Effectively liaising with internal business channels such as sales, quality, higher support levels, management, project managers, program coordinators to deliver service within Agreed Service Level target (SLA).
- Carried out various processes required for deploying (Install, update, configure, test), troubleshooting and rollout Company’s software and relative updates across EMEA & APAC region.
- Entrusted with onus of identifying and proposing improvements that can enhance performance and quality of IT services being delivered. Devise effective strategies for supporting clients during delivering exams.
- Streamlined internal processes for improved efficiency and quality of service.
- Ensured customer satisfaction with comprehensive product knowledge.
- Delivered exceptional customer service, handling complaints with professionalism and care.
- Assisted in training new hires, ensuring consistency in service standards.
Client, Technical Support
Pearson VUE, HP, Smart
Dubai
09.2013 - 08.2014
- Primarily tasked with resolving incidents related to the Smart Learning Program (SLP) Network & applications and undertook an immediate effort in order to restore a failed IT service within the Agreed SLA.
- Worked closely with relevant stakeholder such as suppliers for facility management, internet service provider, hardware and software vendors to restore the failed services.
- Leveraged broad competencies in handling problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, remote support tools and on- site support.
- Responsible for managing all 'executive escalations' and work with the critical problem resolution group as needed.
- Ensured technical solutions were designed for performance, reliability, scalability, maintainability, supportability, business continuity & business agility while leveraging industry’s best practices.
- Developed expertise in variety of technical disiplines including cloud services and network management.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
Program Manager
Pearson VUE
Dubai
09.2013 - 08.2014
- Successfully launched and co-launched 7 client's programs with variance level of complexity
- Credited for setting up goals tailored to client's -assessment programs to ensure maximum benefit realization
- Drafted training documentation for joint delivery project with external vendor, which included new service offerings “observational testing”
- Acted as key interface between Pearson VUE subject matter experts and clients in Middle Eastern & Europe region, helping clients to deliver successful computer-based testing programs
- Led implementation and ongoing management of Pearson VUE Europe, Middle East and Africa (EMEA) client engagements.
- Ensured that delivery of assigned projects meet business needs, acquiring and utilizing necessary resources and skills, within agreed parameters of cost, timescales and quality
- Accountable of communicating and negotiating with clients to establish realistic timelines and deliverables within contract terms.
- Established and maintained project documentation over life of project
- Prepared and maintained realistic and robust project, quality, and risk plans, including plans incorporating sub-projects, and monitors and controls team performance against each plan, providing reports to clients and senior management as required.
- Collaborated with senior leadership, aligning project goals with corporate strategy.
- Promoted a culture of continuous improvement amongst team members through regular feedback sessions.
- Leveraged technology tools for efficient task tracking and reporting.
- Championed customer-focused initiatives, improving client satisfaction rates.
- Monitored project budgets, scrutinizing expenditures and recommending cost-effective measures.
- Evaluated program outcomes against predefined objectives, providing insights for future planning.
- Drove team performance and improvements in diverse, inclusive working culture.
Software Solution Analyst
Qmatic
01.2012 - 01.2013
- Accountable for tailoring Qmatic Customer Flow
- Management (CFM) software which supplies solutions for financial institutions, the public sector, healthcare and retail, according to client's specifications
- Responsibilities included carrying out business processes to customize software & portal layout for touch screen, distributed management, database, script programming
- Responsible to configure different modules and applications that provided the necessary scalability and flexibility to create the most optimum customer flow solution for clients from small sing runs in stand-alone and/or local/wide area network configurations
- Interacted with the management, team, and associates to facilitate smooth communication to understand and analyze the requirement and also to identify appropriate solutions for problems
Education
MBA - Strategy & Leadership
Wolverhampton University
09.2019
Diploma - Strategic Leadership & Management - DIPLOMA
Cornerstone College
02.2018
Bachelor of Science - Computer systems and Networks, Technology
Sudan University of Science & Technology
Khartoum08.2009
Skills
- Programs Management Projects Management
- Teamwork & Leadership Customer Focus
- Interpersonal communication Problem Solving
- Requirement Analysis Documentation
- Reports Management Analytical Skills
- Tactical Planning & Execution Risk Assessment
- Risk Assessments
- Project Management
- Opportunity and issue management
- Resource allocation management
- Stakeholder relationship management
- Program cost forecasting
- PRINCE2 methodology
- Strong commercial awareness
- Team leadership abilities
- Inspiring leader
- Requirements gathering
- Negotiation strategies
Interests
Painting Calligraphy Reading books Hiking
Traveling Meditating Practicing Yoga
Achievements/Tasks
Achievements/Tasks
Languages
Arabic
Native
English
Fluent
Affiliations
- Cycling
- Hiking
- Painting/ Calligraphy
- Meditating
- Connecting with universal cosmic energies
- Reading books
- Surfing
Accomplishments
Accredited as a program manager with strong commercial acumen.
Met and exceeded annual goals as a program manager for years 2019 till 2024.
Accredited as “Best Performer” in 2015, 2016, and 2017.
Received highest customer satisfaction rates (97% positive rate), 2015.
Attained strong track record of successfully completing any specific project work as directed by the management. Known for prioritizing workload based on urgency and impact to customers and the business.
Certification
PRINCE2 Practitioner (12/2019)
ITIL Expert (01/2016)
ITIL Management Across Lifecycle (01/2016)
ITIL Service Strategy (12/2015)
ITIL Continues Service Improvement (12/2015)
ITIL Service Operation (11/2015)
ITIL Service Offerings & Agreements (11/2015)
ITIL Service Design (09/2014)
PRINCE2 Foundation (08/2014)
ITIL Foundation (06/2013)
References
References available upon request.
Timeline
Client services specialist
Pearson VUE
09.2014 - 08.2018
Client, Technical Support
Pearson VUE, HP, Smart
09.2013 - 08.2014
Program Manager
Pearson VUE
09.2013 - 08.2014
Software Solution Analyst
Qmatic
01.2012 - 01.2013
MBA - Strategy & Leadership
Wolverhampton University
Diploma - Strategic Leadership & Management - DIPLOMA
Cornerstone College
Bachelor of Science - Computer systems and Networks, Technology
Sudan University of Science & Technology
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