• Implements and maintains security policy approved by the management.• Support the management of KRI's / KPI's to ensure that service delivery and meet performance and business objectives Work with Information Security Department senior management and leadership team to scope and prioritize information security services and awareness initiatives. • Monitor all operational performance data.• Ensure all tickets related to Service Management are resolved within the respective SLA and KPIs• Manage IT team.• Works with service owners and IT operations teams to drive process optimization and efficiency.• Ensure high quality support by the service desk team and user satisfaction.• Create consolidated performance reports.• Review and enhance Incident and Problem Management processes.• Manage vendors and suppliers for better efficiency.• Issue and design related reports.• Lead and support IT infrastructure monitoring systems

• Monitor all operational performance data.• Ensure all tickets related to Service Management are resolved within the respective SLA and KPIs• Manage Service Desk team.• Works with service owners and IT operations teams to drive process optimization and efficiency.• Ensure high quality support by the service desk team and user satisfaction.• Create consolidated performance reports.• Lead and support CA Service Management platform.• Conduct end user satisfaction surveys.• Review and enhance Incident and Problem Management processes.• Manage vendors and suppliers for better efficiency.• Issue and design related reports.• Lead and support IT infrastructure monitoring systems such as Microsoft SCOM, CA Spectrum, Ehealth and NFA.• Lead and support Unified Threat Management solution.

• Providing account management, consulting to existing and new clients, selling IT products/Hardware/solutions.• Handling Government and banking sector accounts• Establish and manage an effective business relationship with customers via innovative strategies to maximize sales.• Developing and maintaining positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately

• Daily management of the IT Service operation.• Conduct employee yearly Performance Development Review (PDR).• Set objectives and monitored performance to target.• Improving Customer Satisfaction.• Monitoring and maintaining policies, procedures and vendors Key Performance Indicators (KPI) for Toshiba, HP, Canon ...• Manage repair and logistics activities for consumer and commercial IT products (In Warranty and Out of Warranty)• Create consolidated performance reports.• Expand point of service by creating PC clinics at different major retailers.• Maintain quality relationships between our Customers and Strategic partners.• Achieve the GOLD award from Toshiba Middle East: “Best Service Partner 2012”.• P/L (Profit & Loss) responsibility and ownership.• Achieve yearly budget especially 40% above budget for year 2011.• Contribute to company Operational Excellence to drive change and improvement.

• Solution Architect and Trainer for HP and CA solutions.• Proficient in various Server technologies and Operating Systems like MS Windows, Unix, Solaris.• Part of biding and proposals team.• Participate in strategic account planning teams for key clients, including “road map”.• Proof of concept (POC)• Design and Implementation of CA and HP software solutions. • Deploy CA Autosys Workload Automation (Windows and Unix)• Deploy Service Manager (using CA and HP solutions).• Deploy CA Brighstor backup solution.• Provide customer training (group as well as one-on-one).• Overlook project implementation.Key Projects:• Deploy Service Manager for USEK, E2M, OGERO and IBL Bank (Lebanon).• Design and implement CA Autosys Workload Automation for Attijariwafa bank (Morocco), Credit du Maroc (Morocco), Middle East Airline (MEA,Lebanon), GOSI (Saudi Arabia), Saudi Electricity Company (Saudi Arabia) .