أكرم هاشم

• Responsible and accountable of the Operations of IT Infrastructure, Support and Applications within the Hotels
• Aligning the IT Strategy within specific Business Units with the overall Operations need
• Budgeting, planning, monitoring and assisting the Development and Technical Services team, owner’s representative and operations in the pre-opening, construction, OS&E, Capital & Operational Budgets and manning guides
• IT Brand Standards: IT Brand Standards for Hotels & Managed Apartments, Restaurants, Retail, Waterparks in collaboration with the subject matter experts
• Proven Customer satisfaction through Relationship Management for internal & external customers as well as vendor management
• Developed a comprehensive SLA (Service Level Agreement) to ensure smooth Service Delivery & IT policies being followed that support business continuity and match the growth of the company.
• Maintain proper open channels with all the company’s hardware, software and telecommunications vendors to guarantee smooth and efficient running of all systems in place, their proper monitoring and servicing along with their potential upgrades.
• Review the IT organization structure and relationships and recommend changes to improve service and support delivery.
• Innovative with cost effective Technology ideas using new pieces of equipment
• Managing a Field and Virtual team of System Admins, Network Engineers & Helpdesk Personnel
• Managed the roll out of several key projects such as:
o Student Information System - key comprehensive ERP solution used at the educational unit in Jumeirah
o Microsoft Surface - Implementation of the Hardware & Content on the Surface tables
o Microsoft Lync
• Working knowledge on several technologies Microsoft Exchange, SCCM, Windows Servers & Microsoft SQL Server, VMware
• Ensuring the continued security and integrity of systems and ensures continuous protection & integrity of the company data.
• Expertise in Emailing Systems, Voice (IP Telephony), Tele presence worldwide & Video conferencing equipment.
• Problem solving capabilities as a trusted advisor from the Business to the IT Support team

• Managed projects between IT, Telecom & Data Center using corporate project methodologies for progress reporting, tracking, budgetary control, change control, quality assurance, issue and risk tracking
• Leading a team of Field Engineers within the subsidiaries that belong to the main Tatweer group
• Contributing to the IT design of the different Networks and Infrastructure within mega projects such as The Tiger Woods Dubai, Universal Studios Dubai and the Bawadi project
• Engaging with vendors selecting, negotiating and implementing solutions such as Oracle ERP
• Accountability of Active Directory, Microsoft Exchange 2007, Windows Servers & SQL Servers, Enterprise Vault, SCCM 2007 etc…

• Managing the relationship between customers and the internal Stakeholders to ensure high customer satisfaction
• Service Delivery Manager, single point of contact trusted advisor for customers and coordinating with the internal Field Engineers
• Strong leadership skills internally and externally with customers at all levels
• Developing comprehensive Service Level Agreements with the different external customers
• Managed a team of 15 Field Engineers in support customers within the GCC countries
• Ensuring all customers’ requests are met through orchestrating the internal resources
• Acting as the advisor for the Pre-Sales team as well as managed several implementations for several key customers within the designated countries
• Achieved the highest score in the customer satisfaction survey between the different regions
• Managing different sizes of projects in different geographical areas
• Managing the Professional Services for customers within the GCC to include warrantee services, SLA’s and AMC’s after the warrantee period and ensuring the number of hours are being billed correctly
• Working knowledge on Servers, Applications, administrating the Back Office operations

• Installing and Support Point of Sale equipment in both the Hospitality and Retail markets
• Installing and Supporting Windows Servers and Networks within customer’s environment
• Sales Presentations and closed deals for more than customer within the GCC region
• Project implementations includes Hotels, Restaurants, Retail and warehouses
• Problem solving capabilities