Robert Saoud

WORK HISTORY

EDUCATION

ABOUT ROBERT SAOUD

Experienced IT leader with experience in managing production support, testing automation, and IAM (Identity Access Management) teams.Built a Testing Automation team made up of highly dynamic group that produced consistent positive results with a 90+% utilization rate. Within our first year, we helped cut our cost by over 20% through restructuring and contract negotiation. Our team utilized HPQC and UFT along with SQL and Oracle databases. Team built regression, negative, and premium validation scripts which were ran against our electronic enrollment systems. Test coverage accounted for detailed underwriting rules, state and project variations, along with thorough Form Validation.Our Production Support team helps support both, external (agent/brokers) and internal (employees) customers. The team helps support over 120 applications with over 99.9 percent of positive customer experience. The team is fluent in supporting our electronic enrollment solutions and their B2B components along with the middle systems, processes, and databases supporting them. Our IAM team helped implement our Service-Access-Request in ServiceNow within a few short months of IAM coming into our AOR. The cross functional team helped set up over 25 training sessions across our company to help business leaders navigate through our self-service tools thus helping reduce call volumes to our ServiceDesk by over 15%.Through seamless integration, both teams included both, onshore and offshore units.In addition to IT Management, other roles in my career include programming, conversions, teaching, and I\'m very proud to have also served in the U.S. Navy. P. S. It is always about the team, not \'I\'​. Over the years, it\'s always been with pleasure that Success is celebrated through our team. It is great to see members build on the knowledge and commitment which help drive their career forward.