• Oversee the daily multinational operations of the IT service desk for several sites all over Lebanon and other countries, ensuring efficient resolution of technical issues.• Install, configure, and maintain servers, networks, and other IT infrastructure components to ensure optimal performance & security.• Develop and implement service desk policies, procedures, and SLAs to enhance customer satisfaction and service quality.• Lead and mentor a team of service desk technicians, providing training, guidance, and performance evaluations.• Monitor system performance, identify issues, and proactively implement solutions to minimize downtime.• Administer user accounts, permissions, and access controls in accordance with security policies.• Manage incident and problem management processes, including root cause analysis and the development of corrective actions.• Implement and maintain backup and disaster recovery solutions to protect critical business data.• Oversee the documentation of system configurations, procedures, and troubleshooting guides for internal use and training purposes.• Stay current with industry trends and best practices in IT service management to continuously improve service delivery.

• Configured, maintained, and monitored servers, ensuring optimal performance and uptime.• Provided first-line technical support to end-users, diagnosing and resolving hardware and software issues promptly.• Implemented security protocols and firewall configurations to protect against unauthorized access, data breaches, etc.• Managed user accounts, permissions, and access controls across various systems and applications.• Provided advanced troubleshooting and technical support for server/network issues, ensuring minimal downtime and fast resolution• Developed and maintained data backup and recovery plans, performing regular backups and testing restore procedures to ensure data integrity.• Maintained comprehensive documentation of system configurations, changes, and procedures, and generated reports on system performance and usage.