1. ITSM Technical Lead, ITIL Consultant
LinkedIn Profile: http://ae.linkedin.com/pub/mohamed-m-tawila/34/843/527
Professional Summary
ITSM Technical Lead, ITIL Consultant – For over than 9
years in IT field , I have led technical teams in IT Service
Management projects with Excellent communication,
Demonstrate ability to think out-of-the-box with strong
analytical and planning.
Integrating industry best practice, best of bread technology,
and business analysis techniques, I helped customers achieve
measurable, transparent, and reliable IT services according to
agreed Service Level Agreements.
Managing key working relationships with IT business and
technical teams and internal customer departments.
Facilitating, coordinating, planning and implementation of
technical initiatives and programs in the IT Operations and
Infrastructure Portfolio.
Acting as an IT business consultant that represents IT to
business groups.
High level of analyzing data, applying enhancements and
develop Reports/dashboards to meet ITIL KPI requirements
and giving change recommendations to meet the best
practice. (Using Dashboard and Analytics applications).
High level of Troubleshooting on minor/major issues,
handling further escalations and applying actions/changes
required.
Experience in implementation of ITILv3 for IT service
management and best practices on BMC Remedy tool.
Technologies
 BMC Remedy ITSM Suite (Incident, Problem, Knowledge Change,
Release, Asset) (7.1 – 9.0)
 BMC Remedy Action Request System ( 7.1 – 9.0)
 BMC Atrium CMDB (7.5 – 9.0)
 BMC Atrium Discovery and Dependency Mapping ( 8.3 – 10.1)
 BMC Service Request Management (7.6.04 – 9.0)
 BMC Service Level Agreement (7.1 – 9.0)
 BMC Remedy Smart Reporting 9.0
 Bomgar Remote Support
 Pentaho Date Integration ( A.K.A Kettle)
 BMC Dashboards and Analytics
 SAP Business Objects for reporting
 Crystal Reports for reporting
 BIRT for reporting
 Tomcat Webserver
 WebSphere Enterprise Webserver
 IBM Maximo 7
Environments
 Windows, Red Hat Linux, Solaris, AIX operating systems
 SQL, Oracle, MSSQL, DB2 Databases
 Windows AD , Oracle HRMS
 Shell Scripting
Training & Certifications
 ITIL V3 Foundation Certification
 Oracle Certified Association – Administration 10g
 Oracle Certified Professional – Administration 10g
 Oracle Admin 10g – Workshop 1 (Attendance Certificate)
 Oracle Admin 10g – Workshop 2 (Attendance Certificate)
 Project Management Professional (Attendance Certificate)
 BMC Support Partner Process Training
 BMC Remedy IT Service Management 8.0:Administration-Part 1
 BMC Remedy IT Service Management 8.0:Administration-Part 2
 BMC Atrium CMDB 8.0: Administering - Part 1 (WBT)
 BMC Remedy Service Desk 8.0: Using (WBT)
 BMC Remedy AR System 8.0: Foundation - Part 1 (ODL)
 BMC Remedy Change Management 8.0: Using (WBT)
 BMC Remedy Asset Management 8.0: Using (WBT)
 BMC Dashboards for BSM 7.6.03: Administering and Using (WBT)
 BMC Analytics for Business Service Management 7.6.04: Using
(WBT)
 Remedy Platform 9.0 – All Related Trainings
 ITSM - L1 Support - Module: All Related Trainings
Mohamed M. Tawila
Riyadh – Saudi Arabia
mohamed.tawila@live.com
00966543392165
00201222213147

2. Work Experience
Technical Team Leader | ITIL Consultant
September 2013 – Present
Al-Moammar Information Systems Co.
www.mis.com.sa/english
Job Duties:
 Managing BMC ITSM projects and prepare high level
project plan (New implementation & Upgrade).
 Setting up and administrate BMC Remedy ITSM Suite -
Incident, Problem, Knowledge Change, Release, Asset,
SLM,SRM,ADDM,Dashboard,Analytics)
 Prepare and Negotiate BMC Remedy ITSM Scope of work
with internal team and customers.
 Prepare High level Architecture H/W document.
 Conducting Analysis Workshops.
 Gather, Understand and Documenting Customer business
needs and requirements. (Build Foundation data from
scratch)
 Giving best practice processes ideas for ITSM applications.
 Enhance and configure ITSM processes
(Workorder,Incident,Problem, Change, and Release) to
accommodate the RACI matrix and to follow the ITIL best
practice.
 Perform Data migration (Incidents,Changes,foundation
data) from CA system to Remedy.
 Work on BMC Smart Reporting new module in version 9
 Create SRM services with different processes to initiate
Incident, Change and Work orders.
 Manage Change/workorder approvals.
 Manage SLM agreements ( SLA,OLA )
 Manage integrations with Active directory, HRMS System,
Exchange Server, SMS Server.
 High level of analyzing data, applying enhancements and
develop Reports/dashboards to meet ITIL KPI requirements
and giving change recommendations to meet the best
practice. (Using Dashboard and Analytics applications).
 High level of Troubleshooting on minor/major issues,
handling further escalations and applying actions/changes
required.
 Create training materials for both technical and business
teams.
 Conduct project trainings to different departments.
 Conduct hands on Business Training for All system Users
(UAT)
On-Site Projects:
 Al-Rajhi Bank – Riyadh (KSA)
 STC Telecom - Riyadh (KSA)
 Technical and Vocational Training Corporation - Riyadh
(KSA)
Senior BMC Consultant | ITIL Consultant
April 2010 – May 2013
CyberMAK Information Systems Co. – AlKharafi Group
www.cybermakinfo.com
Job Duties:
 Setting up and administrate BMC Remedy ITSM Suite - Incident,
Problem, Knowledge Change, Release, Asset,
SLM,SRM,Dashboard,Analytics)
 Customizing and developing workflow to deliver customized
applications running on Remedy AR Server
 Manage integrations with Active directory, HRMS System, Exchange
Server, SMS Server, Bar-code systems.
 Conduct and deliver technical training for IT staff
 Create training materials for both technical and business teams
 Conduct hands on Business Training for All system Users (UAT)
 Perform a complete migration data process from version 7.0 to
Remedy 7.6.04
 Implement Software license tracking process on Contract
Management.
 Customized new module on Remedy AR System for application
"Software Library" to track Media and Software.
 Manage Change/workorder approvals.
 Manage SLM agreements ( SLA,OLA )
 Create SRM services with different processes to create Incident,
Change and Work orders.
 High level of analyzing data, applying enhancements and develop
Reports/dashboards (Using Dashboard and Analytics applications).
 High level of Troubleshooting on minor/major issues, handling
further escalations and applying actions/changes required.
 High level of analyzing data, applying enhancements and develop
Reports/dashboards to meet ITIL KPI requirements and giving change
recommendations to meet the best practice. (Using Dashboard and
Analytics applications).
 High level of Troubleshooting on minor/major issues, handling
further escalations and applying actions/changes required.
On-Site Projects:
 ADCO Oil&Gas – Abu Dhabi (UAE)
 Zain Telecom - Riyadh (KSA)
 Qtel Telecom - Doha (Qatar)
 EIDA Government – Abu Dhabi (UAE)
 ADCB Bank – Abu Dhabi (UAE)
 Alshaya - Kuwait (Kuwait)
 Ministry of Public Works - Kuwait (Kuwait)
 Zain Telecom - Kuwait (Kuwait)
Remote Support Projects:
 Orange – Jordan
 Zain – Ghana
 Zain – Jordan
 Zain – Nigeria
 Zain – Tanzania

3. Work Experience (Continued)
IBM Maximo Consultant | Systems Administrator
May 2007 – March 2010
Futech Systems Co.
www.futech-eg.com
Job Duties:
 Setting up and Administrate Maximo Application and
related applications, interact with Maximo Administration
module.
 Setting up and Administrate Databases: Oracle 9i, 10g,
SqlServer 2005.
 Perform Backup and recovery strategies for Oracle
database with RMAN tool, Tune database performance.
 Track application transactions from the database (Source
Objects , Destination ’impact’ Objects)
 Track Maximo financial transactions in an Oracle Databases
(GL Accounts: Debit, Credit)
 Documenting Installation Check-List for applications
(Maximo ,Oracle DB ,SqlServer DB, Actuate Application,
WebLogic, WebSphere)
 Integrate Maximo Application and WebSphere Application
Server with Active Directory - Lightweight Directory Access
Protocol (LDAP) on Windows Server 2003
 Customize Maximo Apps with Backup function integrated in
the application (for self-backup)
 Migrating and validating new data to be imported into
Production environment (Software Created by Fu-Tech).
 Reports creation (using Actuate, Crystal Reports)
Applications.
 Documenting plan areas with existing business processes.
 Identifying configuration requirements in terms of: Roles,
Security groups, Escalations, Work Order templates, Job
plans, SLAs, Vendors and contracts, Interface configuration
and GL codes
 Providing support to solve issues during implementation
and during operation phase.
On-Site Projects:
 EBIC – Ain Sokhna (Egypt)
 EFC – Ain Sokhna (Egypt)
 QOC - Doha (Qatar)
 Telecom Egypt – Smart Village (Egypt)
Remote Support Projects:
 ASORC – Giza (Egypt)
 KPC – Cairo (Egypt)
 APA – Cairo (Egypt)
Education
 B.Sc. of Computer Science (2003 - 2006)
 EMAK International Academy – Oracle
 BSM Training Center – PMP
Personal Information
 Birthdate: 1st
June 1985
 Nationality: Egyptian
 Marital Status: Married
Languages
 Arabic: Native Speaker
 English: Fluent in Speaking and Writing
References
Available when needed