حسن عودة

Qatar University is the national government university of Qatar, with student body of over 20000, and about 3500 faculty and staff. I am managing the IT Support Team “25 technicians” to provide support for Faculty, Staff, Students, Research, Events and labs.
Key Responsibilities:
• Leads, schedules, coordinates, and oversees daily work, meetings, and projects. Resolves daily issues of a complex scope that impact the team and overall business objectives.
• Identifies staff training needs and planning for appropriate training to be provided in a timely manner.
• Develops and demonstrates an understanding of customer needs.
• Analyze impact of new technologies and provides recommendations on whether updates and developments are required.
Achievements:
• Building the Knowledge Base for ITS department. Designing the work flow and supervise the Article publishing.
• Project Manager for the Microsoft SCCM, leading the Server and Support team to install and operate SCCM system.
• Automate most of the Support Request's processes.
• Create the department SOP and Process Documentations, based on ITIL.
Committees:
Participated in many major Operating Committees that plays important role at the university:
• QU Organizational Transformation committee: one of 14 team members to manage and facilitate the Organizational Restricting project in 2016-2017, working with Chief Strategy and Development Office, collecting data, planning, evaluating employees, SWAT study and other.
• ITS strategic planning committee: Actively participated in understand and analyze the business objectives. Plans and priorities the required IT services, resources and capabilities for the period 2016 to 2019.
• New Student Orientation and Graduation: work with the VP of Students Affairs to plan the onboarding experience for an average of 3000 new students and to organize the Graduation ceremonies averagely 2500 graduates yearly.
• Staff on-boarding off-Boarding committees: an HR committee that responsible for facilitating employees joining and leaving, provide training and support for newcomers, managing the new employee orientation, working on exit clearance.
• QU Sustainability Committee: with Chief Strategy and Development Officer, Vice President for Administration, and Director of Strategy and Performance Department and Director of Community Service. The committee developed the Sustainability strategic plan for Qatar University.
Part Time IT Trainer
Provide IT Training Courses as part of the service offered by the Continuing Education Center at Qatar University.

An IT Consultant for a major Client of the company, working on the IT Service Delivery and the support services.
Key Responsibilities:
• Leads and manages the operations of the IT services, including design, development, sourcing and implementation of information technology systems.
• Manage the Hardware and Equipment selection process and set the Hardware standard.
• Develops and maintains effective IT systems operations.
• Manage and address risk and issues related to business systems delivery and operations by implementing required risk management practices.
• Develop policies and procedures that provide guidance on the IT operations.
• Software License management.

Working at the headquarter of Blackberry company in Waterloo Canada, leading the IT Service Desk team, a global team that based on the ITIL model, with average of 100 service desk employees, providing a world-class user experience for all 20000 global employees.
Key Responsibilities:
• Work with Global Service Desk Manager and other IT Team leads to ensure that business requirements are optimally delivered and ensure effective client engagement.
• Develop and manage assignment group(s) to operational standards - resolve incidents and deliver tasks to defined SLA’s and OLA’s, within budgets and deadlines.
• Development of the Department policies and procedures to achieve our goals and objectives.
• Implementation of ITIL (V3) best practice processes to improve service quality and reduce cost.
• Provide functional day-to-day direction in a global virtual team environment as well as support direct reports.
• Scheduling and Planning employees and delegate responsibilities to provide the 24x7 support module.
• Hiring, Evaluating, providing performance feedback to employees and monitor training progresses for employees.
• Train, coach and mentor Service Desk Analysts, assisting them with their career development, as necessary.
Project Management:
• MAC Computers Implementation Project: Manage the Support Process for the global rollouts of MAC OS-X computer systems at BlackBerry, the project was to enable Blackberry employees to use MAC OS-X computers and create the proper infrastructure for providing Technical Support for MAC users.
• Quality Assurance Project: Lead the Quality Assurance project for the IT Service Delivery Team include Service Desk & Desktop Team, Develop the QA system to evaluate the work done by the Representatives.
• Knowledge Base Project: technical lead for the Knowledge base build project, to develop the Knowledge base system across IT service at blackberry.
• On-Boarding Training: an initiative I started and then become a project that was applied all over IT teams, designing a on-boarding training program for new hires that will walk them through the first few weeks of their work, to give them the smoothest team integration experience.

Leading the Technical Support Team for Best Buy one of the biggest electronics retailers in North America, to provide support for customer is store and at home.
Key Responsibilities:
• Manage the Team budget and make sure target budget are met.
• Manage the In-Home and In-Store Technician team.
• Provides coaching and motivation to Technicians and Sale team as needed to achieve sales and operational goals and high-level standards of customer service.
• Manage the Manufacturers billing for Warranty Services for HP, ACER, DELL & Toshiba.

KTC “Khwarizmi Training Centre” is on of the leading education centres in Syria, providing Training for governmental and international organizations, I was leading the IT Training Team in addition to providing Training.
Key Responsibilities:
• Team Management, Instructors hiring Trainer-the-Trainer program which supports the center competing ability, and help keeping the training staff up-to-date in their fields.
• Work with Instructors and Instructional Designer to develop and update the courses and instructional materials as well as assisting in the installation, repair and maintenance of technical equipment relating to the primary subjects taught within the Center.
• Manage the Training Programs for our clients: include the designing of bespoke courses, reports, budgeting and provide Training Laps.
• Assesses and identifies individual or group training needs, and administers plans, procedures, and programs to meet training needs.
• Provide Training for Microsoft Product, Web development, Web Media, and Programming.

IUST is a private university in Syria, I was teaching IT and non-IT Students.
Key Responsibilities:
• Taught Programming, System Analyzing, web designing and web media for IT specialized students.
• Taught IT Essential and System Analyzing to none-IT specialized students.
• Developing & maintaining technical training content, lab exercises, presentations, and accompanying materials.

Orbiton Solutions was small company that provide IT services and Training for multiple clients, I was leading the team in east London UK, providing best service to our clients.
Key Responsibilities:
• Provide IT Training on Microsoft Products for our clients.
• Provide IT Consultation on IT Services, and IT support, help our customer developing their IT service.
• Manage the Support Contract for our clients making sure the service agreement needs are met, and the service is provided with high quality.

KTC “Khwarizmi Training Centre” is on of the leading education centres in Syria, I had wide range of experience providing training from one-on-one base to training program for international organizations.
Key Responsibilities:
• Provide IT Training for subjects such as: Computer Essentials, Microsoft Office Applications, ICDL, CompTIA A+ & Network+, Adobe Photoshop, Flash, Dreamweaver, HTML, Java, Microsoft Server and Microsoft Exchange.
• Running the Exam center from Prometric and VUE to facilitate the exams process.
• Developed the E-Learning system.
Achievements:
• Manage the training program, and trained, the following international organizations in Syria, UNDP “United Nation Developing Program”, American Embassy Staff, British Council, European Delegation office, in addition to Multiple Governmental organizations.
• Leading the accreditation program, the center become the first authorized testing center in Syria by the major testing organizations.