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تم إلغاء حظر المستخدم بنجاح
حسام بشور, IT Team Leader, User Support

حسام بشور

IT Team Leader, User Support·SEHA Abu Dhabi Healthcare Services Co.

الإمارات العربية المتحدة

بكالوريوس, Computer Networks and Operating Systems

الخبرة العملية

مجموع سنوات الخبرة: 20 سنوات, 10 أشهر

IT Team Leader, User Support

سبتمبر 2014 - حتى الآن

SEHA Abu Dhabi Healthcare Services Co.

أبو ظبي، الإمارات العربية المتحدة

سبتمبر 2014 - حتى الآن

• 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

مجال الشركة:
خدمات الرعاية الصحية الأخرى
الدور الوظيفي:
تكنولوجيا المعلومات

Managed Services Team Leader

فبراير 2008 - سبتمبر 2014

CNS Computer Network Systems

أبو ظبي، الإمارات العربية المتحدة

فبراير 2008 - سبتمبر 2014

- 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

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Network engineer – NOC Representative

مارس 2006 - فبراير 2008

SCS-Net Internet Service Provider www.scs-net.org

دمشق، سوريا

مارس 2006 - فبراير 2008

- 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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Technical Support Engineer

أغسطس 2005 - فبراير 2006

National Systems Communications & Computers (NSCC)

دمشق، سوريا

أغسطس 2005 - فبراير 2006

- 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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

Information Technology Engineering, Damascus University

يوليو 2005

يوليو 2005

بكالوريوس، Computer Networks and Operating Systems

سوريا

المعدل التراكمي (نسبة مئوية): 70%

المعدل التراكمي (نسبة مئوية): 70%

I have attended 5-years in the IT Engineering College, and specialized in Computer Networks and Operating Systems.

Skills

BMC Remedy
Expert
BMC Remedy
Expert
Team Management
Expert
Team Management
Expert
Kaseya
Expert
Kaseya
Expert
Managed Services
Expert
Managed Services
Expert
Service Delivery
Expert
Service Delivery
Expert
CCNA and CCNP path topics
Intermediate
CCNA and CCNP path topics
Intermediate
Microsoft Windows (XP, 7, 8 and 10)
Expert
Microsoft Windows (XP, 7, 8 and 10)
Expert
PRTG Traffic Grapher
Expert
PRTG Traffic Grapher
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Symantec Endpoint Protection Manager Console
Intermediate
Symantec Endpoint Protection Manager Console
Intermediate
FMAudit software (Remote Printing Management & Monitoring tool)
Beginner
FMAudit software (Remote Printing Management & Monitoring tool)
Beginner
HP Onboard Administrator for BladeSystem c7000 Enclosure
Beginner
HP Onboard Administrator for BladeSystem c7000 Enclosure
Beginner
HP OpenView Storage Data Protector Manager
Intermediate
HP OpenView Storage Data Protector Manager
Intermediate
Microsoft Windows Server 2008
Intermediate
Microsoft Windows Server 2008
Intermediate
Adobe Lightroom
Expert
Adobe Lightroom
Expert
Final Cut Pro X
Intermediate
Final Cut Pro X
Intermediate
BMC Remedy ITSD Suite
Expert
BMC Remedy ITSD Suite
Expert
SQL Reporting Services
Intermediate
SQL Reporting Services
Intermediate
Xtraction Reporting
Intermediate
Xtraction Reporting
Intermediate
macOS
Expert
macOS
Expert
Kaseya Software (IT Infrastructure Management & Monitoring tool)
Intermediate
Kaseya Software (IT Infrastructure Management & Monitoring tool)
Intermediate
BMC Remedy
Expert
BMC Remedy
Expert
Team Management
Expert
Team Management
Expert
Kaseya
Expert
Kaseya
Expert
Managed Services
Expert
Managed Services
Expert
Service Delivery
Expert
Service Delivery
Expert

اللغات

العربية
متمرّس
الانجليزية
متمرّس
الالمانية
مبتدئ

التدريب و الشهادات

الشهادات
ITIL v3 Foundation
Jan 2010
Cisco Certified Network Administrator CCNA
Sep 2006

التدريب
Kaseya System Administrator
Kaseya
Jun 2008

الهوايات

  • Digital photography
  • Guitar playing