Ali Fakhouri
Director, Global IT Customer Support & Operations @National Grid
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WORK HISTORY
Director, Global IT Customer Support & Operations @National Grid
Lead cross-functional teams (US & UK) in design, development, integration, and maintenance of ITSM tools and supporting applications.\\\\nDemonstrated repeated success in the development and execution of strategies to meet evolving business challenges.\\\\nDemonstrated track record of building and leading projects and high-performing teams to deliver on schedule and within budget.\\\\nExperienced in analyzing current operations to plan out investments on achieving greater returns.\\\\nExpert at data analytics and developing new automation processes and technologies.\\\\nRan operations efficiently to ensure lower costs and greater returns.\\\\nManaged the system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration.\\\\nCreated KPIs and SLAs, developed process improvements and automations to exceed business expectations.\\\\nFocused on Service optimization while driving cost down and improving quality of service.\\\\nManaged and ensured strong collaborative internal and external communication with multiple departments, stakeholders, suppliers and vendors to facilitate integration and expansion of the system functionality throughout IT.\\\\nImplementing ServiceNow modules to Automate: 110 Software deployment and Email to Ticket creation, Improve the IT Portal/ Self-Service experience, Implement Agent workspace in ServiceNow, Implement ServiceNow chat and virtual agent, Increase FCR by 10%, Increase FCR achievable items by 10%.\\\\nAn improved customer experience by improving our Self-Help articles, Chat functionality, automating manual processes, addressing \"hang up\" Root causes, Improving customer awareness of other services to reduce \"wrong number\" calls, working with vendors to improve customer communications to reduce \"Status Calls\" and improving outdated processes, resulting in a reduction of 30% calls to the desk.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
University of Maryland Global Campus
Bachelor of Science - BS, Management Information Systems, General
University of Maryland
Astronomy and Astrophysics
ABOUT ALI FAKHOURI
Experienced Director Of Information Technology with a demonstrated history of working in…
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