Mohammad Ansab صديق

▸ Implemented Freshservice ITSM for 9 enterprise accounts including Rivoli Group, Mirage Global (Emaar), Maarif Education KSA, Manateq
Economic Zones, Jindal Steel Oman, and Khamas Hospitality, configuring SLA policies, approval workflows, service catalogs, and dashboards,
achieving 95%+ SLA compliance.
▸ Delivered Freshsales CRM for Etihad Rail and Freshdesk for National Reference Laboratory, managing full rollout from requirements gathering
through go-live, stakeholder training, and post-deployment support.
▸ Integrated Freshservice with Active Directory and Microsoft Entra ID via REST APIs, automating 500+ user lifecycle events and eliminating
manual onboarding and offboarding processes across client environments.
▸ Designed solution architecture documents, proof-of-concept environments, and technical workshops for C-level IT stakeholders; produced
implementation blueprints, runbooks, and operational handover guides.
▸ Served as Tier 3 escalation point for ITSM workflow failures, integration incidents, and platform issues, performing root cause analysis and
restoring service within contracted SLA windows.

▸ Delivered 15+ enterprise POS, PMS, and Back Office software implementations across MENA, Africa, and Asia for hospitality and retail clients
including Wagamama, Gevora Hotel, Landmark Group (Zafran), SFG Hotel Oman, Diani Reef Kenya, and Khamas Hospitality, applying full project
management from readiness assessment through go-live and client handover.
▸ Deployed and configured IIS-hosted enterprise applications on Windows Server environments; managed SQL Server backup automation and DR
validation, eliminating 3 to 4 unplanned outages per quarter.
▸ Resolved complex production failures including DNS propagation issues, IIS application pool errors, SSL certificate problems, and server
communication breakdowns across hybrid Windows and Linux environments, maintaining MTTR within agreed SLA targets.
▸ Conducted technical training programmes, go-live support sessions, and produced formal operational handover documentation for 15+
enterprise clients across UAE, Oman, Kenya, Djibouti, and India.

▸ Administered 200+ Windows and Linux servers within Disneys enterprise infrastructure, executing patch management and CVE remediation
via IBM BigFix integrated with ServiceNow CAB workflows, achieving 98% patch compliance; performed server monitoring, high availability
checks, and disaster recovery validation.
▸ Processed Change Advisory Board (CAB) approvals for all production changes, coordinating with application and infrastructure teams to ensure
zero-disruption deployments across Disneys server environment.