Zyad Shukoor
IT Technical Services Manager
Dubai
Summary
A qualified IT Manager with more than 20 years of experience serving Fortune listed U.S and Chinese companies in diverse industries, (Higher Education, Energy, Oil and Gas, Software, Pharmaceutical) experienced in project management with proven expertise in the latest trends and technologies. Currently performing with Heriot Watt University, Dubai as IT Manager. Deep knowledge of various platforms such as Office 365, G-Suite, SharePoint, Classroom Technologies, Servers, Networking in LAN, WAN, Wireless, IP Telephony, and configuration for Remote Server, Firewall, router and switches. Proven technical/ managerial competencies in structuring customized hardware and networking solutions to meet customer's specific needs. Certified in Microsoft, Apple, ITIL and trained in Cisco and Oracle Business Intelligence Platforms. Strong background and experience in enterprise IT environment. Executed challenging IT Infrastructure projects on remote Site Offices and Regional Head office with a total budgetary representation of more than 30 million USD. Mentoring & training a team of IT Engineers spread across entire MENA region. Adept individual with more than 20 years working as Manager for Multi Billion dollar revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals.
Overview
20
20
years of professional experience
26
26
Certifications
Work History
IT Technical Services Manager
Heriot Watt University
1 2020 - Current
- Responsible for Technical support and functionality of IT systems and services of Dubai campus reporting to head of Information services
- Responsible for front-line IT Customer Services team providing end user support; help-desk support and user IT training
- Ensuring procedures and services provided by IT Technical Services team including periodic review to ensure that services are of high quality and meet current and future needs and that problems are resolved
- Develop strong collaborative links with other areas to ensure that operational and strategic developments support university and school objectives
- Advise school management on strategic development of service required to ensure alignment with school/university strategic plans
- Management of IT budget and procurement of IT hardware for Dubai campus
- Contribute to, maintain, and enforce relevant policies, to include data management and security
- Leads IT planning and directs implementation efforts
- Coordinates all aspects of project's IT operations from initiation through operation
- Manage lifecycle of Windows endpoints and servers, including operating system and 3rd party application patch management
- Plan and execute all ongoing network, security, and infrastructure projects.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates
- Managed team of service technicians for optimal performance, resulting in increased productivity and reduced response times
- Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives
IT Manager
GEMS EDUCATION
01.2014 - 01.2020
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems
- Coordinated IT operations activities to deliver smooth flow of daily business needs
- Oversaw development and implementation of improvements to support network operations
- Customized and repaired technology based on staff requests
- Guided organizational technology strategy and roadmaps
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels
- Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices
- Improved network efficiency by implementing new server configurations and optimizing system operations
IT Delivery Manager
POWERCHINA
01.2012 - 01.2014
- Responsible for company's IT systems, procedures, and policies in line with company's directives & strategies
- Implemented Office 365 Platform with Exchange 2013, SharePoint 2013 and Lync 2013
- Implemented workflows, forms using SharePoint designer and InfoPath for standard, efficient business processes
- Responsible to support company's business processes in line with industry best practices
- Challenged existing processes and implemented changes to achieve maximum business efficiency
- Implementation and operation of LAN Infrastructure, Security platform
- Provided IT help desk services for Dubai office
- Responsible for all level 3 Escalation Service Requests in MENA region
- Participated in testing, configuration and implementation of Documentum Platform
- Produced monthly IT audit reports for IT management to review and take necessary actions
- Liaised with HQ IT Management proactively on IT strategies and solutions to improve efficiency and minimize risk
- Supported training and mentoring of all IT Technicians in EPC project sites in MENA region
- Participated in engagements with departments to understand business objectives and align technology strategy.
Information Management Engineer
URS CORPORATION
01.2007 - 01.2012
- Assigned at URS Middle East regional office supporting all IT projects in Middle East region
- Implemented Data backup solutions using Symantec Backup Exec for Doha and Ras Laffan Site Offices
- Implemented site to site VPN connectivity between project site offices and regional office
- Project Management and consortium support to major clients including QatarGas, U.S Army Corps of Engineers & Exxon Mobil Development Corp
- Responsible for Level 3 escalation Service requests.
Consultant Support
HARMAN
01.2006 - 01.2007
- Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations
- Maintained database systems to track and analyze operational data
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials
- Developed effective improvement plans in alignment with goals and specifications
- Implemented practices and procedures to reduce expenditures and increase savings
- Implemented best practices to optimize clients'' organizational performance, leading to improved operational efficiency
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients
Systems Administrator
SABINSA CORPORATION
01.2004 - 01.2006
- Implemented, developed and tested installation and update of file servers, print servers and application servers
- Ensured optimal server uptime, monitoring system health and performing routine maintenance
- Implemented backup solutions, ensuring data integrity and availability in the event of a disaster or system failure
- Researched and recommended new technologies and strategies for improving system performance
- Contributed to development, administration and testing of disaster recovery plans
- Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies
- Configured and tested Windows Server operating systems with roles features
Education
Bachelor of Engineering in Electronics & Communication -
Visvesvaraya Technological University
Skills
IT Infrastructure
undefinedCertification
ITIL V3, V4 Foundation
Accomplishments
- Received Employee of the Month and Green apple award.
- Successful transition of all IT systems during school Name change from Bradenton Prep to Gems united
- Successful transition of students and faculty for remote online learning.
- Implemented Regional intranet portal in SharePoint 2013
- Implemented AD, DHCP, DNS, SMTP Gateway, FTP, File Servers on VMWARE platform
- Assisted Regional Head of IT to build IT vision and implement strategy across entire MENA region.
- Configured Traffic shaping and BW management on RAZ Al Khair Power Project, KSA (contract value $2.4bn) with SonicWALL NSA 6500 Firewall to improving performance of Business critical application for 800 + Users.
- Designed and Implemented SharePoint sites for projects in Egypt, KSA, Jordan, Morocco China and Iraq.
- Played significant role in setting up 3 Oil & Gas BOT Project site offices comprising of 22 servers and 550+ desktops.
- Received appreciation from Corporate IT audit team for sustaining high level of IT security.
- Implemented Data backup solutions using Symantec Backup Exec for Doha and Ras Laffan Site Offices.
- Designed and Implemented Antivirus, Proxy, AD/DNS/DHCP, WSUS Servers & Application Servers.
- Designed and Implemented AUTOCAD, MATHCAD, PDS, WINPCS application & License Servers.
- Received Employee of the Month award.
- Received appreciation for installing and upgrading all servers from Test Environment to Production.
- Upgraded Microsoft Exchange 2000 to Exchange 2003.
- Developed and maintained corporate Twiki Web portal on Apache server.
Affiliations
- Project Management Institute
Timeline
IT Manager
GEMS EDUCATION
01.2014 - 01.2020
IT Delivery Manager
POWERCHINA
01.2012 - 01.2014
Information Management Engineer
URS CORPORATION
01.2007 - 01.2012
Consultant Support
HARMAN
01.2006 - 01.2007
Systems Administrator
SABINSA CORPORATION
01.2004 - 01.2006
IT Technical Services Manager
Heriot Watt University
1 2020 - Current
Bachelor of Engineering in Electronics & Communication -
Visvesvaraya Technological University
ITIL V3, V4 Foundation
Microsoft certified Azure fundamentals
Apple certified support professional
Azure Fundamentals
CompTIA A+ and security+
Oracle Essbase & Planning
Microsoft Certified database Administration
SQL
Veeam
Cisco ISE and DNAC
Azure Administration
Azure Architect Program
Fortinet Security Professional
OFFICE 365
G-Suite
SharePoint
Checkpoint
SonicWALL
Documentum EPFM
XEROX
SHARP & Canon Administration
SAFEQ
ARUBA
Clever Touch Plus
FM-200
Safety Trained Supervisor
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