Sami El-Masri Email & Phone Number

Nepean, Ontario, Canada

As a Client Success Manager, I excel in cultivating robust client relationships through a multifaceted approach. My role involves consistent communication, regular meetings, and vigilant monitoring of client systems to ensure not only satisfaction but also strict compliance with our IT infrastructure standards. In collaboration with clients' dedicated Virtual Chief Information Officers, I actively contribute to various projects, capitalize on sales opportunities, and gather critical client status information, facilitating long-term strategic planning.Beyond being a point of contact, I serve as a representative for clients within service desk teams. This includes ensuring client satisfaction and upholding service level agreements and contractual obligations. My commitment extends to identifying client technology needs through proactive engagement, allowing for a comprehensive assessment of potential sales and project opportunities. In essence, my role as a Client Success Manager encompasses proactive relationship management, strategic collaboration, and a keen focus on aligning client needs with our services for mutual success.

Markham, Ontario, Canada

As the primary Business Systems Analyst and Client Support Specialist for an Enterprise Financial Institution serving members of the US Armed Forces, I excelled in various critical responsibilities. In the absence of Project Management or Business Analyst teams, I seamlessly provided interim Project Administration. Leveraging tools such as JIRA and Service Desk, I proficiently logged, tracked, and managed software incidents and change requests with efficiency.My role extended to executing Java Configuration changes and adjustments, aligning them with the business process requirements of clients and stakeholders. Importantly, I ensured strict compliance with US government banking regulations, specifically “E” and “Z.” Additionally, I maintained a proactive approach by delivering daily updates and code adjustments on incidents to both Technical and Business Stakeholders, as well as Technical and Business Subject Matter Experts in real-time. This comprehensive skill set enabled me to contribute significantly to the operational success of the enterprise.

Vaughan, Ontario, Canada

I played a pivotal role in overseeing IT operations, ensuring the seamless fulfillment of IMAC hardware requests for a diverse client base across Canada. Navigating through varied client needs, I demonstrated efficiency in managing hardware processes.With a focus on prompt issue resolution, I provided Help Desk support for hardware/software incidents through effective communication via phone and email. This involved dispatching technicians across Canada, facilitating on-site resolution of IT hardware and software incidents, and delivering timely and effective solutions.A key aspect of my responsibilities included managing hardware warranty repairs and submitting requests to manufacturers, securing a steady monthly revenue stream and reinforcing client trust through reliable service.Taking the lead in projects, I successfully completed them within fiscal year constraints, maintaining open lines of communication with Project Managers and Business Stakeholders to ensure alignment with project goals and timelines.A significant achievement was the development of a logistics process for projects, resulting in a substantial reduction in hardware loss from 15% to 6%. This initiative not only minimized costs associated with redeploying replacement hardware but also streamlined insurance submissions for lost hardware, showcasing my dedication to operational efficiency.In summary, my involvement in managing IMAC hardware requests, providing Help Desk support, dispatching technicians, facilitating warranty repairs, overseeing projects, and optimizing logistics processes underscores my commitment to excellence and efficiency in IT operations.

Vaughan, Ontario, Canada

In my previous roles focused on client support and account management, I applied a strategic and hands-on approach to various responsibilities. I efficiently processed account requests for new and existing TELUS wireless clientele, applying promotional credits as necessary to enhance client relationships and satisfaction.My proactive approach was evident in the monthly reviews I conducted, reaching out to VIP clients to provide insights into new products and gathering valuable feedback. This process also served to identify potential hardware and service upgrade requests, and I efficiently handled all necessary processing to ensure a seamless experience for clients.In troubleshooting, I excelled at resolving hardware, account services, and network connectivity issues for clients, leveraging a robust skill set to address challenges swiftly and effectively.Notably, I demonstrated a commitment to optimizing operational efficiency by developing and implementing an inventory process. This initiative resulted in a remarkable 90% reduction in hardware overstock costs while ensuring that the inventory remained sufficient to meet daily transaction demands.In summary, my past approach to client support and account management was characterized by efficiency, proactive engagement, and strategic problem-solving, all aimed at delivering a high level of service and contributing to overall business success.

Diploma Of Education, Airframe Mechanics And Aircraft Maintenance Technology/Technician, 90%

Aircraft Maintenance Engineering Diploma

High School Diploma, Mechanical Engineering/Mechanical Technology/Technician, 85%

Activities and Societies: Rocket Club General High School Education as required for the Ontario Secondary School Diploma