Mahmoud Jumaa

All activities relating to the design, development, and deployment of various organizational information systems and software applications are led, planned, coordinated, and supervised

• Established the IT department from the ground up, developing and implementing
policies aligned with ITIL best practices to ensure operational excellence.
• Successfully hired and onboarded the necessary manpower to build a high
performing IT team.
• Directed IT operations and service delivery for over 150 systems, achieving a 30%
increase in operational efficiency.
• Designed and implemented IT infrastructure projects, reducing costs by 20%
through strategic vendor negotiations.
• Developed and enforced SLAs, improving response and resolution times by 25%.
• Initiated, executed, and monitored the Ahmadi Project (7, 500 square meters),
overseeing all IT-related aspects, including cabling, access controls, CCTV, WiFi,
server rooms with IDF rooms, and the BMS room.
• Convinced management to transition from legacy systems to ERP SAP Business
One by initiating and documenting an As-Is Business Process project, which
facilitated the selection of a system aligned with the companys needs.
• Planned infrastructure requirements for the ERP system, including server
specifications, and successfully selected AWS as the hosting platform.
• Achieved ISO 27001 certification for IT infrastructure security through collaboration
with Quality Vision Consultancy.
• Leveraged communication and project management skills to align IT services with
organizational goals.

Overseeing a project based on the companys strategic needs. Ensure organizational strategy is aligned with the project, involve the leadership team, and play a significant role in the effective execution of strategy with a unique access to cross-functional teams across the company.

• Oversaw IT service delivery projects, ensuring alignment with strategic business
objectives.
• Improved service delivery processes, enhancing customer satisfaction by 15%.
• Successfully managed and delivered the Ministry of State for the National Assembly
Affairs project, including Cisco switches, servers, and hardware upgrades for voice
and routing.
• Delivered hardware requirements for the Ministry of Defense, including Cisco
wireless access points, controllers, and network materials.

• Oversaw IT service delivery projects, ensuring alignment with strategic business
objectives.
• Improved service delivery processes, enhancing customer satisfaction by 15%.
• Successfully managed and delivered the Ministry of State for the National Assembly
Affairs project, including Cisco switches, servers, and hardware upgrades for voice
and routing.
• Delivered hardware requirements for the Ministry of Defense, including Cisco
wireless access points, controllers, and network materials.

• Enhanced IT service delivery by streamlining policies and workflows.
• Reduced downtime by 30% through proactive monitoring and system upgrades.
• Applied ITIL best practices using ManageEngine Service Desk Plus.

• Managed IT service delivery for key clients, achieving 95% SLA compliance.
• Led a team of IT professionals to deliver seamless services and support.
• Improved service metrics tracking and reporting, enhancing transparency and
accountability.
• Successfully managed and delivered Khafji Joint Operations (KJO) projects,
including leasing manpower and peripherals.
• Managed and delivered the SAP project manpower requirements.
• Achieved a special milestone for PAAET by bringing the data center up from a power
outage in a very short time with zero data loss, earning a special acknowledgment
from Diyar Uniteds General Manager, who shared the achievement via email with all
management.

Maintaining client satisfaction with the companys services by managing projects, resolving any difficulties with dependability, measuring service metrics, managing budgets, and assisting in the leadership of the experts in charge of delivering services to clients.

Overseeing the corporate IT departments activities. Manage the personnel responsible for updating and maintaining a companys computer systems, which include databases, mainframe systems, data transmission networks, and software applications.

• Supervised IT infrastructure operations, ensuring uninterrupted service delivery.
• Led system upgrades and migrations to support business growth.

• Supervised IT infrastructure operations, ensuring uninterrupted service delivery.
• Led system upgrades and migrations to support business growth.

Providing first and second level assistance by receiving calls and addressing resulting events or Service Requests in accordance with Service Desk objectives, using incident management and request fulfillment methods.

• Provided top-tier support to enhance service desk operations.
• Optimized incident resolution processes, reducing resolution time by 40%.

• Provided top-tier support to enhance service desk operations.
• Optimized incident resolution processes, reducing resolution time by 40%.