Rami Hammouri Email & Phone Number

Columbus, Ohio, United States

Led a multifunctional Information Technology team, spearheading efforts to match organizational growth with increased service offerings, expanded functionality in all systems, and creation of new functions and roles. Identified and implemented cost-saving measures resulting in over $180K per month in reduced expenditures while delivering a broader, more responsive service to our internal and external customers. Relaunched Salesforce platform within organization, adding greater functionality for all Enterprise users while implementing over $100K per month in cost savings. Introduced and implemented service management (ITSM), configuration management (CMDB), and asset management (ITAM), streamlining help desk efforts resulting in over a 50% increase in tickets addressed, while reducing response and resolution times by over 30%. Built roadmap for creation of and transition to customer, account, and inventory management platforms to accommodate large-scale growth. Created an IT Security Team and built out a Security Operations Center (SOC) Led multiple workstreams to deploy SecOps solutions to transform the security organization’s capabilities for incident response, vulnerability detection, threat intelligence, and risk compliance. Delivered 60% reduction in vulnerability response time, and 30% reduction in security incident response time. Developed enterprise security directions, policies, standards, guidelines, and procedures. Improved upon existing data and analytics platform, introducing business intelligence for timely and accurate reporting throughout the organization. Developed, documented, and implemented processes to accommodate rapid growth and new system implementation throughout the organization, resulting in improved efficiency and capacity based on customer-estimated productivity improvements. Spearheaded committees to address regulatory and audit concerns, resulting in successful reviews by the Department of Justice.

Orchestrate expert level leadership and strategic direction to IT operations team in ensuring premium functioning and effectiveness of IT systems within the limits of budget, time, and specifications of the company. Hold primary responsibility for IT systems while managing a large annual budget, such as Citrix and Microsoft VDI, Mitel, VMWare, Salesforce Sales/Service Cloud, data center operations, and product information management. Interact with IT infrastructure/security engineers, software/IT systems/applications administrators, help desk/desktop support technicians, and program/project management specialists (22+) to promote IT operational excellence.• Participated in developing the modern Citrix Cloud solution with collaboration from Citrix, Microsoft, and an SME partner, and a PoC customer, was a speaker at Citrix Synergy 2020.• Developed, nurtured, and leveraged strategic relationships across the organization to drive IT alignment with the business• Improved project outcomes and deliverables by spearheading and delivering projects and process improvement initiatives across the organization• Guaranteed effective task prioritization by aligning expectations with senior leadership• Steered all efforts in the successful implementation of multiple new large systems for Arhaus, including Product Information Management (PIM) system, Citrix Cloud, and Salesforce Sales/Service Cloud (CRM) while managing vendor timelines.• Developed KPIs, SLAs, and established metric-based reporting, and implemented ITIL based Incident Management, Incident Response, and Change Management• Program and Portfolio Manager of cloud migrations including CRM solutions (Salesforce), and ERPupgrades and integrations. Improved project performance by $4.8M due to reduced maintenance and avoided rework costs. Achieved 66% drop in monthly IT work volume and a 20% increase in IT capacity utilizing automation

Austin, Texas, United States

Played an integral role in modernizing IT systems and infrastructure by developing new strategic roadmaps and enhancing IT processes. Managed an operations team of 35 employees (network and systems engineers, admin, desktop support/helpdesk, telephony technician, webapp developers, SQL developers and report writers, and DBAs). Developed KPIs (key performance indicators) for IT based on ITIL v3, and negotiated SLAs with various departments. Collaborated with Silverpop, Responsys, and Marketo over marketing strategies. Tasked with writing JavaScript code to allow for tracking leads/campaigns using marketing tool/methods. Fostered strong and long- lasting relationships with key vendors from purchasing to support and cloud providers. Maintained IT operations transparency and operational integrity by researching new technologies and alternative methods of efficiency.• Completed a project of new Mitel Communications Director (MCD) phone system, resulting in customer satisfaction, 7.5% conversion rate improvement, 3.6% increase in revenues, and $200K annual savings.• Drove the migration of several systems (Microsoft SQL from 2008 on-premise to 2016 in Azure using failover clustering, Exchange to Office 365, SAN migration)• Designed and managed a mass migration from a physical collocated data center to a private virtual cloud, in process virtualizing and converting over from physical firewalls and load balancers to virtual ones.• Achieved technical goals by developing a disaster recovery, high availability, and business continuity plans and processes.

Mason, Ohio, United States

Chicago, Illinois, United States

Cleveland, Ohio, United States

Abu Dhabi, United Arab Emirates

Grand Rapids, Michigan, United States

Grand Rapids, Michigan, United States

Las Vegas, Nevada, United States

Parsippany, New Jersey, United States