Head of Infrastructure and Information Security
Saudi Paper Group
Total years of experience :13 years, 6 Months
IT Infrastructure Section
Developed and implemented the organization's IT security strategy
Oversaw the development and implementation of the organization's security policies and procedures.
Managed the organization's IT infrastructure, including networks, servers, storage, and security systems.
Monitored and maintained the security of the organization's IT systems.
Conducted security assessments and penetration testing.
Investigated and responded to security incidents.
Worked with other departments to ensure that the organization's IT systems were compliant with all applicable
regulations.
Provided technical leadership and guidance to the IT team.
Stayed up-to-date on the latest security threats and trends.
Managed the day-to-day operations of the IT department, including the IT help desk and other IT support teams.
Ensured that the IT department met the needs of the organization.
Successfully completed various infrastructure projects, including upgrades, implementations, and process
improvements.
Managed project scope, timelines, and deliverables, ensuring projects were completed within budget and met
established standards.
Communicated project status, updates, and outcomes to stakeholders and senior management.
Information Security Section
Security Assessment: Conduct thorough assessments of an organization's IT systems and processes to identify
vulnerabilities and weaknesses.
Risk Analysis: Evaluate security risks and develop strategies to mitigate them, working closely with stakeholders to
prioritize security measures.
Policy and Procedure Development: Create and update information security policies and procedures in accordance with
industry standards and regulatory requirements.
Security Architecture: Design and recommend security solutions to protect critical assets and data, ensuring they align
with the organization's goals.
Security Awareness: Promote security best practices among employees through training programs and help establish a
culture of security within the organization.
• Installation, configuration, and maintenance of servers, operating systems, and software applications.
• Management of virtualization technologies (VMware, Hyper-V) to ensure optimal performance and resource allocation.
• Monitoring system performance, troubleshooting issues, and implementing optimizations for high availability and reliability.
• Conducting regular system backups, disaster recovery planning, and testing to minimize data loss and downtime.
• Collaborating with IT teams to design and implement efficient and scalable system architectures.
• Management of network infrastructure, including routers, switches, firewalls, and wireless access points.
• Configuration and maintenance of network services such as DHCP, DNS, VPN, and VLANs.
• Monitoring network traffic, identifying and mitigating security threats, and ensuring compliance with policies and regulations.
• Troubleshooting network connectivity issues and performing performance tuning for enhanced throughput and reduced latency.
• Development and enforcement of security policies, procedures, and standards to protect systems and data.
• Conducting security audits, vulnerability assessments, and penetration testing to address potential risks.
• Implementation and management of access control mechanisms and encryption protocols.
• Monitoring system logs, security events, and alerts to detect and respond to security incidents.
• Providing technical support to end-users, resolving hardware and software issues in a timely manner.
• Training employees on system usage, security practices, and compliance with data protection regulations.
• Creating and maintaining system documentation, including configuration guides and troubleshooting procedures.
• Leading or participating in IT projects related to system upgrades, migrations, and infrastructure enhancements.
• Defining project scope, objectives, and deliverables, and developing project plans and timelines.
• Coordinating with stakeholders, vendors, and internal teams to ensure successful project completion.
• Conducting post-project evaluations and implementing lessons learned for continuous improvement.
• Installed, configured, and maintained servers, workstations, operating systems, and network devices to ensure optimal performance and availability.
• Managed user accounts, permissions, and access rights, maintaining data integrity and system security.
• Monitored system performance, identified bottlenecks, and implemented necessary optimizations to improve overall efficiency.
• Conducted regular system updates, including software patches, firmware updates, and hardware replacements, ensuring systems were up to date and secure.
• Provided technical support to end-users, diagnosing and resolving hardware, software, and network issues in a timely manner.
• Assisted users with device setup, software installations, and troubleshooting, ensuring smooth and efficient operations.
• Implemented and maintained security measures, including firewalls, antivirus software, intrusion detection systems, and data encryption, to protect the organization's IT infrastructure from potential threats.
• Conducted regular security audits, identified vulnerabilities, and promptly addressed them to mitigate risks.
• Developed and implemented backup and disaster recovery procedures to ensure the integrity and availability of critical data, minimizing downtime in the event of system failures.
• Created and updated comprehensive documentation of system configurations, network topologies, and troubleshooting procedures, facilitating knowledge sharing and efficient problem resolution.
• Collaborated with cross-functional IT teams, including network engineers, database administrators, and software developers, to plan and execute IT projects, ensuring seamless integration and optimal system performance.
• Communicated effectively with stakeholders, management, and vendors to address technical issues, coordinate system upgrades, and manage expectations.
• Stayed up to date with industry trends, emerging technologies, and best practices, continuously enhancing technical skills and knowledge.
• Supervised and coordinated activities of a service desk team, ensuring efficient resolution of technical issues and exceptional customer service.
• Managed team performance evaluations, scheduling, training, and development to enhance skills and improve service desk efficiency.
• Monitored service desk performance metrics, including response time, resolution time, customer satisfaction, and ticket management, meeting or exceeding service level agreements (SLAs) and key performance indicators (KPIs).
• Coordinated and prioritized the resolution of technical issues, incidents, and service requests according to established procedures and escalation guidelines.
• Provided technical expertise and guidance to the service desk team, assisting in the resolution of complex issues and escalations.
• Identified process improvement opportunities and implemented changes to enhance service desk efficiency, effectiveness, and customer satisfaction.
• Developed and maintained service desk policies, procedures, and documentation in adherence to industry best practices and organizational standards.
• Collaborated with other IT teams, departments, and vendors to resolve technical issues, implement system changes, and ensure smooth operations.
• Fostered a positive and customer-focused work environment, promoting teamwork, collaboration, and continuous improvement within the service desk team.
• Stayed up to date with the latest industry trends, technologies, and best practices related to service desk operations and technical support.
• Provide Service Desk support and resolve problems to the end user’s satisfaction
• Monitor for tickets assigned to the queue and process first in first-out based on priority and responds quickly and effectively to requests received through the IT Service desk
• Document internal procedures
• Assist with onboarding of new users
• Maintain inventory of all equipment, software and software licenses
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Installing and configuring computer hardware operating systems and applications
• Monitoring and maintaining computer systems and networks
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Following diagrams and written instructions to repair a fault or set up a system
• Setting up new users' accounts and profiles and dealing with password issues
• Responding within agreed time limits to call-outs
• Working continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritizing and managing many open cases at one time
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• The establishment of offices with computers and printers and scanners and linking them to some.
• Network and computers (software & hardware) maintenance.
• Programs and software’s installation most of Anti Virus Enterprise managed Systems.
• Help the lecturers by giving the students the pragmatism part of CCNA.
• Control all computers using Remote Desktop Connection.
• TCP/IP Design, Implementation and Maintenance on a LAN and WAN scale (CCNA).
• Implement Installing & configuring Microsoft Windows 2000 & XP & Windows 7.
2008 - 2012 Al-Balqa' Applied University - Jordan • B.A in Software Engineering (SE)