Hosam Al Zou'bi

• Managing enterprise IT outsourcing and managed services projects for banking, oil, and government sectors.
• Led IT support and operations teams of up to 35 engineers across multiple client environments.
• Managed banking projects for Gulf Bank, Warba Bank, Industrial Bank of Kuwait, and Kuwait Credit Bank.
• Implemented ITIL processes including Incident, Problem, Change, and Service Level Management.
• Maintained high SLA compliance and improved operational efficiency through KPI-driven service delivery.
• Managed Service Desk platforms including ServiceNow, BMC Helix, ManageEngine, and Freshdesk.
• Coordinated infrastructure, application, desktop, and helpdesk support services.
• Delivered executive reports, stakeholder communication, risk management, and project governance.

Working in -Diyar United Company Kuwait
From May 2006 till now
Support Engineer for KPC, KOC, Boubyan Bank
and other in-house projects

Working as a System Support Engineer (KOC Proj).
Responsibilities: Support all users’ end network issue, hardware troubleshooting, network printer and file server, Active Directory and Group policy.

IT Service Manager from May 2009 till now (Ministry of Awqaf project.)
• Implementing ITIL processes throughout the IT Department and ensuring that IT infrastructure components and operational processes are appropriately managed and documented.
• Assigning daily work to all staffs.
• Maintaining service level at consistent level by developing, managing operational standards.
• Checking all help desk operations so as to give better services to customers.
• Cross checking work, if completing as per assignment.
• Making Weekly and daily reports for top management.
• Making customization for BMC and creating report by crystal report
• Utilization of BMC Service desk tools including Incident Management, Problem management, Change Management & Release Management.
• Handling different behavior of customers in good manners
• Preparation Weekly and Reports (SLA, Staff Performance, Incident Statistics, Change Management Statistics, etc.) for MOA Management.
• Check and monitor all help desk operations, Analyzing and diagnosing and resolving all desktops, laptops and servers related problems to meet service level agreements
• Provide team leadership and coaching include
• Supervise major deployments and conduct Preventive maintenance for IT Equipment (Servers, Routers, switches, Desktops, Printers …etc.)
• Conduct root cause analysis for service desk related issues.

• Provided desktop support, PC deployment, and IT helpdesk services for Kuwait Oil Company users.
• Supported end users in hardware/software troubleshooting and Windows environments.

• Provided hardware and software troubleshooting support for PCs, laptops, and peripherals.
• Installed and configured Windows operating systems and Microsoft Office.