Houssam Bashour

• Ensure service delivery to a 4000-users organization via IT Service Desk Team of 7, and Site Engineering Team of 6, within agreed SLAs.
• Ensure that Service Desk staff achieve the required performance targets and standards in accordance with the business plan.
• Dealing personally with complex IT matters and enquiries, and liaise with other IT teams in the organization in a constructive manner to guarantee end-users’ expectations are met
• Escalating IT issues to the IT management where necessary.
• Provide accurate reports and metrics of Service Desk Ticketing System on weekly basis to the IT management, and provide suggestions to improve the service levels of all Operation Teams.
• Undertake small to medium-sized IT projects as instructed by the IT management.
• Identify resources needed for specific tasks or projects, and assign individual responsibilities
• Undertake feedback surveys to verify final resolution and determine satisfaction level as needed
• Challenge current methods of Service Delivery and identify, recommend, and implement improvements.
• Attend weekly meetings with IT Operations Team to evaluate progress of various projects, and to discuss major concerns.
• Training & day-to-day coaching, motivating, and developing.
• Provide strategic direction and technical guidance on all information technology initiatives
• Oversee hiring, staffing, and performance appraisals for the team

- Manage the daily activities of a professional Service Desk of 13 personnel, providing remote and onsite tech support to 3000+ users in 55 locations
- Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the Managed Services team
- Communicate with all parties in a constructive manner to guarantee client expectations are met
- Perform client follow-up to verify final resolution and determine satisfaction level as needed
- Communicate escalated issues to clients, keeping them informed of progress, notifying them of impending changes or a¬greed outages
- Continually seek opportunities to increase client satisfaction and deepen client relationships
- Maintain good relations with third party vendors, and insure the delivery of complete and prompt services to clients
- Attend weekly meetings with clients to evaluate their feedback and concerns while ensuring the highest level of customer satisfaction
- Provide accurate reports and metrics to company management as needed, and provide suggestions to improve the service levels
- Design and maintain process documentation for the Managed Services team
- Drive problem investigation and resolution as required
- Identify resources needed for specific tasks or projects, and assign individual responsibilities
- Training & day-to-day coaching
- Provides strategic direction and technical guidance on all information technology initiatives
- Define service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations
- Participate in Business Development meetings for sourcing, managing, and implementing new business opportunities
- Study, implement, and test new tools and platforms
- Administer Kaseya platform, as the remote IT infrastructure Management and Monitoring tool, develop and deploy adjustments to meet clients’ requirements
- Oversee hiring, staffing, and performance appraisals for the team
- Meet new clients to present and demonstrate the company’s services and offerings
- Maintain data center operations and track technical changes to ensure systems integrity

- Maintain and troubleshoot Access and Distribution networks.
- Install and deploy new solutions and products.
- POP maintenance and management, specifically the Access Layer systems.
- Implement network software and hardware upgrades.
- Generate monthly capacity reports for availability and bandwidth usage which are used for expansion plans.
- Cooperate with team members to insure the integrity of missions and goals.
- Monitor SCS-Net large networks and carry out preventive measures to ensure the high availability and up time.
- Follow on-call schedule for 24/7 availability.
-Conduct introduction training for new hires.

- Provide first line technical support for customers.
- Assist post-sales team in projects implementation.
- Perform site survey and gather customer requests and requirements for new projects.
- Attend on-site service call requests.