Nabeel Salem

• Trained Four IT support staff to manage enquiries from end-users.
• Oversaw the execution of IT projects, such as call center and Develop systems (CRM) projects, from inception strategically allocating resources to drive sales, support business growth and deliver increased operational efficiencies.
• Managed a team of Seven IT support technicians, developing workflows and processes to ensure an efficient quality of service to Three hundred users.
• Conducted diligent troubleshooting on Call Manager and CRM reliability issues, identifying root causes with 80% accuracy.
• Tested and administered disaster recovery plans for Call Manager and CRM, achieving 95% positive customer feedback.
• Led infrastructure projects to install and upgrade Call Manager and CRM, resulting in 95% decrease in unplanned downtime.
• Built and utilized reporting systems to keep customers and management in loop with latest information.
• Analyzed projects to determine resource requirements and procured necessary equipment and software.
• Investigated and corrected or escalated project problems.
• Maintained camera and physical security systems.
• Conducted company-wide technology instruction, onboarding and education.
• Oversaw IT department operations and training.
• Produced reports and updated customers and senior leaders on progress and roadblocks.
• Closely collaborated with project members to identify and quickly address problems.
• Managed network and system performance, conducting troubleshooting, security patching and maintenance.
• Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
• Oversaw daily performance of computer systems and immediately responded to issues to keep network up and running.
• Built, customized and repaired technology based on staff requests.
• Wrote policy, procedure and manuals governing internal IT use.
• Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
• Supported phone, photocopier machine and other physical equipment.
• Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
• Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
• Supported implementation of warehouse management system software applications.
• Communicated regularly with customers concerning data exchange and technology integration.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support and network operations.
• Maintained system security through regular testing and servicing.
• Led information and communications strategy development.
• Negotiated cost-efficient prices with vendors for new systems and services.

• Install, configure, and upgrade hardware, desktop software, and applications, as well as troubleshoot system and network problems, Diagnosing and resolving hardware or software malfunctions.
• Provide effective resolution of incidents and problems (remotely or on site) using relevant tools and provide technology support services Information and respond to user requests and recorded events in a timely manner.
• Maintain renewal of software licenses and regular updates of various proprietary and installed applications and software.
• Desktop operating system security management including security operating system updates, antivirus and software management.
• Manage Active Directory users and computers, as well as help improve and implement policies on desktops Office, ensuring compliance with IT policies and procedures.
• Record and track calls using the system/database, as well as maintain history records and related documents for future reference.
• Assist and guide Magic Choice staff in the use of technology, and answer their inquiries about technical problems.
• Provide training courses and instructions to help users use applications and online resources when needed.
• Assist in implementing business continuity and disaster recovery plans for the respective systems.
• Keep abreast of new developments in information technology and advances in the market in order to understand new technology and serve users Better.
• Complete any other job-related tasks as assigned by the line manager within the expected time limit.

GPA: 3