- HPSM
Waleed Ibrahim
Manager Operation IT Services
Dubai
Summary
Experienced IT Manager with over 20 years of experience in Telecom Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Hardworking and passionate job seeker with strong organizational skills eager to secure Director position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Manager Operation IT Services
du Telecom
Dubai
10.2020 - Current
- Created plans and communicated deadlines to complete projects on time.
- Carried out day-to-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
- Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
- Analyzed department and job-related functionality requirements to align technology priorities with business needs.
- Developed, tracked and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
- Documented and analyzed processes and procedures and adhered to regulatory guidance.
- Developed and maintained service level agreements for strategic applications and measured performance against objectives.
- Prioritized framework to evaluate technology and regulate communication with business stakeholders.
- Implemented, created and tested disaster recovery and business continuity plans and maintained appropriate back-up system.
- Deployed, monitored and maintained system installation, upgrades and network integration.
- Identified opportunities for application optimization, redesign and development and troubleshot and resolved user and application issues.
- Performed regular audits and tests of infrastructure and applications.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Manager IT Service Operations Center
du Telecom
Dubai
05.2018 - 10.2020
- Used coordination and planning skills to achieve results according to schedule.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Increased customer satisfaction by resolving issues.
- Developed and maintained courteous and effective working relationships.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Collaborated with team members to achieve target results.
- Handled 600 calls per day to address User inquiries and concerns.
- Worked with Users to understand needs and provide excellent service.
- Offered friendly and efficient service to Users, handled challenging situations with ease.
- Participated in team-building activities to enhance working relationships.
- Created plans and communicated deadlines to complete projects on time.
- Improved operations through consistent hard work and dedication.
IT Mobility and VIP Support Specialist
du Telecom
Dubai
01.2012 - 05.2018
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Updated software to safeguard against security flaws.
- Answered questions and provided information to customers about new software or hardware.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Managed backup and recovery of data assets to safeguard system availability.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Translated complex technical issues into digestible language for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
IT Support Engineer
CNS
Dubai
05.2007 - 12.2011
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Submitted service tickets for equipment maintenance requests.
- Promoted efficiency among departments with prompt resolution of system issues.
Education
Bachelor of Computer Science - Computer And Information Sciences
Faculty of Engineering
Egypt 10.1994 - 01.2000
Skills
- Budget administration
Software
- CITRIX
- MS Excel
- MS PowerPoint
- IAM
Certification
- ITIL
Interests
- Football
- Reading
- Traveling
Timeline
- DevOps
05-2021
Manager Operation IT Services
du Telecom
10.2020 - Current
- ITIL
07-2018
- Harvard Management Essentials
06-2018
Manager IT Service Operations Center
du Telecom
05.2018 - 10.2020
IT Mobility and VIP Support Specialist
du Telecom
01.2012 - 05.2018
IT Support Engineer
CNS
05.2007 - 12.2011
- MCSE
03-2001
Bachelor of Computer Science - Computer And Information Sciences
Faculty of Engineering
10.1994 - 01.2000
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