Lama Salloum

Key Role:

• Etisalat Project Lead: Spearheaded the Etisalat project as the company's primary point of contact, collaborating directly with Etisalat's Business Manager and Business Care teams.
• Service Optimization Champion: Optimized and managed the organization's Etisalat services, ensuring they met all business needs.
• Order Management Expert: Placed, requested, and tracked the organization's Etisalat orders, streamlining the procurement process.

Responsibilities:

• Streamlined IT service delivery: Utilized an ITSM system to manage incidents, problems, and service requests across various departments, ensuring efficient resolution.
• Automated request workflows: Designed and implemented approval processes within FreshService for each request type, optimizing approval times.
• Enhanced service desk operations: Tracked and logged user requests for IT-related issues, gathering relevant data and escalating unresolved issues to the technical team for swift resolution.
• Provided exceptional user support: Managed the company's helpdesk, offering technical support and troubleshooting solutions to end-users, ensuring optimal system utilization.
• Facilitated successful system implementation: Collaborated with developers to ensure timely delivery of the time attendance management system, meeting all company requirements.
• Empowered users through training: Provided comprehensive training and ongoing support to users on utilizing the new time attendance system, maximizing its effectiveness.
• Championed IT process improvement: Continuously monitored and evaluated IT systems and processes, implementing improvements to enhance overall efficiency and user productivity.

• Troubleshoot and resolve a wide range of hardware, software, and network issues to ensure optimal system performance.
• Diagnose root causes of technical problems using analytical and critical thinking skills.
• Provide clear and concise explanations of technical concepts to users with varying levels of technical knowledge.
• Utilize remote desktop tools to efficiently diagnose and fix user issues, minimizing downtime.
• Implement troubleshooting procedures to effectively resolve complex technical problems.

• Online Service Champion: Managed & ensured smooth operation of all online services.
• Tech Translator: Explained complex IT issues in clear, easy-to-understand language.
• Hardware & Software Pro: Installed & configured hardware, software, & peripherals seamlessly.
• System Upgrader: Upgraded systems for software compatibility, maintaining functionality.
• Network Operations Specialist: Monitored & maintained computer systems & local network, proactively resolving issues.
• IT User Advisor: Provided tailored advice to users on using IT equipment effectively.