محمود الغلاييني

• Spearheaded the management of 63+ employees within the Managed Services IT department for a major government sector client, enhancing overall team performance and efficiency.
• Directed and optimized contracted services across diverse platforms and applications, including Java, SharePoint, Power Apps, Dynamics 365, Oracle ERP, and React Native, ensuring smooth operations across development and support teams.
• Managed comprehensive infrastructure services, overseeing networking, cloud environments (Azure, Windows), databases (SQL, VMWare), and security protocols, improving system uptime and reliability.
• Built and led a new Managed Services department, developing robust ticket-handling processes in alignment with ITIL v4 practices, resulting in a 30% improvement in response times.
• Developed and implemented ITSM workflows for all support levels (Level 1, 2 & 3), utilizing

• Expanded the departments scope by successfully recruiting and onboarding 2+ strategic partners.
• Collaborated with the marketing team to drive awareness campaigns, enhancing visibility of support services
• Delivered compelling presentations on service offerings, consistently preparing winning proposals that secured long-term contracts with key clients.
• Led and mentored the support team to ensure seamless execution of services, improving client retention by 10% through proactive account management.
• Implemented service satisfaction measurement tools. Reason for leaving: new offer.

• Led the quality assurance program through on-site evaluations, internal audits, and customer surveys,

Reason for leaving: new experience

L1 Support
SITA, Amman
• Evaluated current processes to develop improvement plans.
• Collected, organized and modeled data using Service Gateway.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Gathered, documented and modeled data to assess business trends.

• Documented counts and sorted finished work to promote easy access for shipping or additional processing.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Gathered data from incidents/ Change orders that had been remedied for careful review and analysis to prevent future events.
• Determined most effective approaches to new projects by reading and analyzing blueprints, drawings, and sketches. Reason for leaving: Promote

Worked as Networks Lab Supervisor.