Tarig Ammar
IT Operation Manager
Dubai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
IT Operation Manager
Alpha Data L.L.C
Dubai
03.2023 - Current
- Developed and maintained relationships with customers and suppliers through account development.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Managed and motivated employees to be productive and engaged in work.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
IT Supervisor
Expo Dubai
7 2021 - 11.2022
- Provided Level 2/3 IT support to VIP and Royal guests, resolving technical issues to ensure smooth and enjoyable experience
- Prepare daily/ weekly/ monthly reports from Manage Engine tool with tickets dashboard and team performance
- Worked closely with vendors to identify and implement relevant technologies, enhancing Expo's IT services
- Manage IT systems and infrastructure initiatives and simultaneous IT projects, to ensure delivery on time within budgets and as per established standards
- Maintain Regular meetings with project managers and stakeholders discussing on performance and Service review, Observations & Recommendations, Discussion planning for upcoming period, and client’s feedback
- Oversee day to day support of operating IT and network infrastructure systems according to standardized operating procedures and within agreed SLA.
- Oversee and plan training requirements of help desk staff
- Manage processing of incoming calls to Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
- Assisting Group IT Operations Manager in development, implementation, and management of overarching IT infrastructure policy for company’s entities and helping entities to develop IT infrastructure policy and procedures
- Configured, monitored, and maintained IT infrastructure to ensure optimal operation, including servers such as DNS, DHCP, SharePoint, File servers, Azure, Office 365, and video conferencing solutions
- Administered Azure including IaaS, PaaS, and SaaS solutions, as well as managing and deployingMDM/ MAM policies
- Installed and configured VMware ESX Servers, VMware Virtual Center, and related VMware products such as VMware Workstation, ensuring smooth operation and efficient use of virtualization technology
- Manage, track IT assets and ensure proper labeling, tagging and equipment life cycles.
IT Support Team Lead
Emirates Post Group
07.2019 - 07.2021
- Managed L1 & L2 support team
- Responsible for reporting all problems and provide statistics to Head of Information Technology
- Prepare daily/ weekly/ monthly reports from Manage Engine tool with tickets dashboard and team performance
- Handling escalated issues by utilizing problem solving skills and communication skills to effectively resolve most of customer inquiries in a timely manner
- Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
- Prepare RFPs, review contracts, scope of work definition, and any other documentation for IT projects and associated efforts
- Ensure KPI’s and Measures are aligned with Business and Department Objectives and are measurable and meaningful
- Ensure IT Infrastructure tasks for business facing projects are identified and allocated and project plans are reviewed with PM’s
- Identify the top cloud architecture solutions to successfully meet the strategic needs & knowledge of license management and finetuning
- Administered Azure including IaaS, PaaS, and SaaS solutions, as well as managing and deploying Intune MDM/ MAM policies
- Development, remediation, and tracking of actions plans for improving maturity in IT infrastructure while working with IT functions and management of the entities
- Resolved escalated customer inquiries in a timely manner by utilizing problem-solving and communication skills
- Implementing IVR solution including call flow design, migration, call routing, maintenance
- Diagnosed and resolved technical hardware, software, and connectivity issues, including troubleshooting network and software problems and fixing network faults
- Established policies to ensure quality, timeliness, and efficiency of customer-oriented services
- Define reporting requirements needed in the management of the incident, outage and problem management processes.
IT Support Engineer
Abu Dhabi Municipality
08.2016 - 07.2019
- Provided L1 and L2 IT support to end-users, resulting in a 30% reduction in IT-related downtime
- Monitored and managed critical application alerts, ensuring quick and efficient resolution of any issues
- Installed and maintained Citrix XenApp, Citrix Xen Desktop, and Virtual Desktop Policy, resulting in improved system performance and increased user satisfaction
- Administered Microsoft SQL server databases and infrastructure, reducing system downtime by 25%
- Configured new laptops and desktops and ensured that all security and upgrades were up-to-date, resulting in a 20% reduction in cybersecurity incidents
- Implemented asset tracking procedures and regularly updated changes, resulting in a 15% reduction in asset loss and improved accountability
- Reviewed IT procedures based on ITIL standards and identified areas for improvement, resulting in increased efficiency and productivity.
IT Support Engineer
Etisalat UAE
02.2014 - 07.2016
- Provided technical support to governmental customers throughout pre-sales and post-sales processes, resulting in a 15% increase in customer satisfaction
- End-to-end ownership of all reported complaints, both technical and non-technical, resulting in a 20% reduction in overall complaints
- Trained customers to use products, resulting in a 25% increase in product adoption
- Liaised with the sales department to win new business and increase sales, resulting in a 10% increase in revenue
- Established best practices and kept track of sales performance metrics, leading to improved performance across the department
- Accurately documented and recorded the reason for support call logs, reducing resolution time by 15%
- Utilized knowledge and experience of operating systems and databases to investigate reported faults, leading to a 20% reduction in unresolved issues.
Education
Bachelor of Information Technology -
Khartoum University
Khartoum, Sudan 01.2007 - 04.2012
Skills
Staff Training and Development
undefinedWebsites
Training
- Azure Cloud Administration
- CCIE Routing G Switching
- ITIL V3
- HDI Customer service representative
Timeline
IT Operation Manager
Alpha Data L.L.C
03.2023 - Current
IT Support Team Lead
Emirates Post Group
07.2019 - 07.2021
IT Support Engineer
Abu Dhabi Municipality
08.2016 - 07.2019
IT Support Engineer
Etisalat UAE
02.2014 - 07.2016
Bachelor of Information Technology -
Khartoum University
01.2007 - 04.2012
IT Supervisor
Expo Dubai
7 2021 - 11.2022
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