Esam Abu Yousef

• Coach, mentor, and guide support team to ensure KPIs are not only met but also exceeded while providing exceptional customer service
• Work with vendors or infrastructure and engineering teams as necessary to resolve all requests for applications support
• Managing risks and driving continuous improvement through regular reviews of processes, standards, and templates
• Understand the basics of common database programs and write SQL queries Identify opportunities for application tuning Classify change requests according to business guidelines and service level agreements
• Performing scheduled staff reviews, communicating, and adhering to new procedures, policies, and goals
• Mentored junior system engineers and coached team members in continuous integration and delivery events
• Supported after-hours critical incidents by working with teams to drive resolution
• Facilitated solutions with departments and individuals, communicating status to stakeholders
• Maintained records of daily data communication transactions, problems, remedial actions taken, and installation activities
• Referred significant hardware and software problems and defective products to vendors and technicians for service
• Analysis and fix end-user computer issues on Windows, Chromebooks, Android, Mac, and other platforms for applications including MS Office, Teams, Swift Assess, LMS, and ALEF Education Platform.
• Managing more than 16 IT-Onsite in government schools.
• Follow the ITIL foundation process.
• Working with the Administration on Office 365.
• Ensuring applying the maximum availability for all critical and major impact cases.
• Provides accurate information and supports Service Management in all areas.
• Using Service Desk tools (ZOHO Manage Engine + Jira Ticketing System) for Upgrading, supporting, resolving, escalating, and following up on all issues.
• Monitoring ticketing queues for all schools managed and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
• Establishing, recommending, and implementing policies to ensure quality, timely and efficient design of customer-oriented services
• Serve as the point of contact for on-site team
• Coordinate and delegate the responsibilities of IT teams
• Oversee the day-to-day functions of team
• Supervise other Ad-Hoc tasks given by ALEF Education management in related to field.
• Enhanced customer satisfaction by efficiently addressing and resolving support issues.
• Collaborated with cross-functional teams to improve overall product quality and user experience.
• Established best practices in customer communication, resulting in clearer expectations and increased satisfaction levels.
• Maintained up-to-date knowledge base articles for both internal reference and external self-help options available to customers.
• Analyzed support data to identify trends and recommend proactive measures for addressing recurring issues.
• Managed escalated cases, ensuring timely resolution and providing exceptional service to high-priority clients.
• Optimized resource allocation through careful monitoring of workload distribution across the team.
• Developed training materials to ensure consistent support team knowledge and skills.
• Championed process improvements that led to significant time savings without compromising service quality.
• Achieved consistently high customer feedback scores through diligent follow-ups on case resolutions.
• Conducted regular team meetings for open discussions, information sharing, and goal alignment among members.
• Improved first-contact resolution rates by empowering team members with the necessary tools and resources at their disposal.
• Delivered regular progress reports to management, highlighting key successes and areas for improvement.
• Implemented a ticketing system for better tracking, prioritization, and resolution of support requests.
• Reduced staff turnover by implementing employee engagement initiatives and recognizing outstanding performance.
• Ensured smooth handovers during shift changes by maintaining comprehensive documentation of all ongoing cases.
• Mentored new hires, promoting a positive work environment and fostering professional growth.
• Built strong relationships with other departments to facilitate collaboration on complex or technical client concerns.
• Increased team productivity by implementing performance metrics and setting clear expectations.
• Streamlined support processes for improved response times and customer experience.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Generated reports to track performance and analyze trends.
• Offered assistance in implementing and developing training programs.
• Mentored junior engineers, fostering a positive learning environment that promoted professional growth.

• Resolving user queries remotely using remote Assistance& Remote desktop.
• Respond and resolve all assigned calls within prescribed SLA.
• Diagnose and fix the issues of end user systems related to:
• Reimaging faulted Operating Systems using SCCM client to Server or ACRONIS Offline image
• Fixing the problems with Internet Explorer by upgrading it to newer version or installing other application
• Helping the user with any problem facing it with Microsoft Office including: Word, Excel, power point..
• Fixing any printers, scanners, photocopiers, faxes and phones either analog or digital, or new used technology of IP over Ethernet model with software installations or replacing defected(faulty)hardware using RMA with CISCO or Avaya models.
• Responsible to support and troubleshooting all networking cabinets in the schools which includes minimum one MDF and 5 IDF's distributed among the schools building, plus handling complains with Internet Service Provider to resolve the Internet fiber cable issue with Etisalat team.
• Keeps client updated with logs and solutions collected from opened ticket keeps up end user satisfaction by resolving their issues up to expected level.
• Updating the Manage Engine web browser by specifying the work logs and resolution information.
• To undertake the support of Department of Education and Knowledge (ADEK) Schools at Present respective schools’ locations as per calls and tickets issued by Manage Engine for specific user in specific schools within Service Level Agreement (SLA).
• Established rapport with clients by maintaining open lines of communication and addressing concerns promptly and professionally.
• Managed multiple projects simultaneously, demonstrating strong organizational skills and adaptability under pressure.
• Prepared documentation that would be used in requests for proposal.
• Identified major issues that could arise and provided solutions for these problems.
• Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.

• Setup, installation and configuring of client-server operating system.
• Information Technology software’s used by the client of Ministry of LABOUR (MOL) and Ministry of Health (MOH)
• Answering hundreds of Client quires in relation to transactions made through online company platform: https://smartforms.moh.gov.ae/
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
• Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
• Used ticketing systems to manage and process support hundreds actions and requests.
• Managed approximately 100 incoming calls, emails flow and responded to technical support needs.

GPA: Good

GPA: Very Good

• Completed Coursework: Microsoft Certified System Administrator, 2003
• Completed Coursework: ITIL v3, 2013
• Professional Development Studies: Project Management Professional, 2023