Jean Chahwan

MIS Manager (Management Information Systems Manager) at Roadster diner

• Lebanon - Beirut
• My current job since November 2007

Roadster diner & Deek Duke, Bsalim, Lebanon
Key Achievements:

•Designed, implemented, and managed the Loyalty program of Roadster diner (Back end and front end system).
•Introduced standards relating to IT governance (writing IT policies and procedures).
•Prepared departmental budget for IT service management.
•Supervised the IT team, and helped provide training and technical support.
•Successfully facilitated the design, procurement, installation, and support of a complete virtual environment and providing planning, and supervised implementation of a physical to virtual environment transfer.
•Managed a multi-location data center (Head Office, Call center, Central Kitchen, dine-in and delivery branches) servers and equipment to ensure efficient and effective usage.
•Managed and maintained the IT infrastructure (Servers, applications, network, security, and backup system).
•Designed and implemented new helpdesk ticketing system and procedures (Sysaid on 2008, and System Center Service Manager on 2013) leading to increase customers satisfaction, by creating knowledge base, and defining KPIs for all IT incidents and requests depending on their importance and categories, with tracking system.
•Installed, configured, and managed two redundant inter-branching connectivity (Microwave link and WAN over DSL) between all the branches, with VPN tunneling failover on Cyberoam Firewall.
•Designed, created, and launched the Call Center of Roadster diner & Deek Duke (Network infrastructure (Servers, Operators, delivery branches systems, Avaya telephony system, Squirrel POS system…)
•Hyper-v 2012 & 2008 Installation, configuration, management, and troubleshooting.
•Configured internet Wi-Fi management product (UCOPIA) at Roadster diner & Deek duke branches (time management, quota, shaping, sign-in methods (SMS, loyalty, and social media, reporting for customers’ usage, interests, and visits).
•Administered and managed Windows servers (2012, 2008, 2003), Active directory, Exchange server (2010, 2007, 2003), and ISA Server.
•Administered Microsoft Dynamics CRM 4.0, 2011, and 2013 ( handling cases from the branches, and comment cards from the tablets, creating users, queries and reports for the Customer service department, and configuring the marketing campaign ( sending bulk SMS and Emails).
•Administered HR Software (LOGOS): Writing basic queries on Oracle, Creating companies, branches, users, and assigning users authorities on the system.
•Administered Corporate and Store Point of Sale software and Hardware (Squirrel), including Audit reports, CRM reports, and staff promo.
•Installed and managed all System Center scopes (System Center Service Manager, System Center Operation Manager, System Center Configuration Management, System Center Virtual Machine Manager, and System Center Data Warehouse Management).
•Created disaster recovery plan ( External tape backup on a weekly, monthly, and yearly basis) to mitigate catastrophic risks
•Efficient Backup system installation, configuration, management, and troubleshooting (Symantec Backup Exec, Backup Exec System Recovery, and BE hyper-v Agent).
•SharePoint 2013 implementation and management.
•Antivirus Server/Client Installation, configuration and Management ( TrendMicro officescan, NOD32)
•Web Filter configuration and management (Palo Alto, Websense Triton, SurfControl, Cyberoam, trendmicro)
•Mail filter configuration and management ( Trend micro, Websense, SurfControl)
•File auditing installation, configuration, and management ( DLP ( Data Loss Prevention Management)
•Device Control Management ( TrendMicro officescan, GFI EndPointSecurity)
•GPS tracking system management.
•Installed and Configured Electronic Memo Board WebDt Signage Player
•Remote Management and support using Net Support application & SCCM
•Implemented and installed cameras on restaurants’ back offices

IT Specialist at Teletrade Computer Systems

• Lebanon - Beirut
• November 2006 to October 2007

•Configured and installed all kind of internet connection (DSL, Wise, Mobi, Dial UP….).
•Supported and installed I/O peripherals (Printers, Scanners, photocopiers, TV tuners…).
•Supported and installed company’s network (LAN, WAN).
•Supported, configured and installed servers (Exchange, ISA, Active directory…).
•End users support (hardware, software, mailing system, internet access…)

IT Officer Trainee

• December 2005 to October 2006

Sanita S.A.L (Indevco group) - Halat, Lebanon

Helpdesk Trainee

• September 2005 to November 2005

• June 2003 to July 2003

Support Trainee - Comserv - Zouk Mosbeh - Lebanon