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Mahmoud Jumaa, IT Manager

Mahmoud Jumaa

IT Manager·Future Services General Trading & Contracting Co.

Kuwait

Bachelor's degree, Management Information Systems

Work experience

Total years of experience: 26 years, 5 months

IT Manager

August 2018 - Present

Future Services General Trading & Contracting Co.

Al Kuwait, Kuwait

August 2018 - Present

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

Company industry:
Motor Vehicle Passenger Transport
Job role:
Management

IT Manager

January 2018 - Present

Future Services General Trading & Contracting Co.

Al Ahmadi, Kuwait

January 2018 - Present

• 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.

Company industry:
Automotive Repair, Spare Parts, & Support Services

IT Project Manager

January 2018 - August 2018

ZAK Solutions for Computer Systems

Al Kuwait, Kuwait

January 2018 - August 2018

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.

Company industry:
IT Services
Job role:
Information Technology

Project Manager

January 2018 - January 2018

ZAK Solutions for Computer Systems

Al Asimah, Kuwait

January 2018 - January 2018

• 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.

Company industry:
Computer Hardware & High-Tech Manufacture

Project Manager

January 2018 - January 2018

ZAK Solutons for Computer Systems

Ash Shamiyah, Kuwait

January 2018 - January 2018

• 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.

Company industry:
IT Services

IT Manager

December 2015 - December 2017

T-MAS Real Estate

Hawali, Kuwait

December 2015 - December 2017

• 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.

Company industry:
Real Estate
Job role:
Information Technology

Service Delivery Supervisor

March 2008 - December 2015

Diyar United Company

Sharq, Kuwait

March 2008 - December 2015

• 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.

Company industry:
IT Services

IT Service Delivery Supervisor

March 2008 - November 2015

Diyar United Company

Al Kuwait, Kuwait

March 2008 - November 2015

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.

Company industry:
IT Services
Job role:
Management

IT Supervisor

May 2004 - March 2008

MAS international Company

Al Kuwait, Kuwait

May 2004 - March 2008

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.

Company industry:
Real Estate
Job role:
Information Technology

IT Supervisor

January 2004 - January 2008

MAS International

Sharq, Kuwait

January 2004 - January 2008

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

Company industry:
Real Estate

IT Supervisor

January 2004 - January 2008

MAS International

As Salimiyah, Kuwait

January 2004 - January 2008

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

Company industry:
Real Estate

Microsoft System Engineer

February 2000 - May 2004

Grand International Company

Al Kuwait, Kuwait

February 2000 - May 2004

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.

Company industry:
IT Services
Job role:
Information Technology

Microsoft System Engineer

January 2000 - January 2004

Grand International Company

Sharq, Kuwait

January 2000 - January 2004

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

Company industry:
Computer Hardware & High-Tech Manufacture

Microsoft System Engineer

January 2000 - January 2004

Grand International Company

Ash Shamiyah, Kuwait

January 2000 - January 2004

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

Company industry:
IT Services

Education

Arab Open University

September 2020

September 2020

Bachelor's degree, Management Information Systems

Kuwait

GPA (point): 3.36 out of 4

GPA (point): 3.36 out of 4

Skills

Communications
Expert
Communications
Expert
Time Management
Expert
Time Management
Expert
Project Management
Expert
Project Management
Expert
Customer Service
Expert
Customer Service
Expert
Service Delivery
Expert
Service Delivery
Expert
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
INFORMATION TECHNOLOGY MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
INFRASTRUCTURE MANAGEMENT
Intermediate
INFRASTRUCTURE MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INGREDIENT FUNCTIONALITY
Intermediate
INGREDIENT FUNCTIONALITY
Intermediate
COMPLIANCE REQUIREMENTS
Intermediate
COMPLIANCE REQUIREMENTS
Intermediate
REQUIREMENTS ANALYSIS
Intermediate
REQUIREMENTS ANALYSIS
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
Communication
Expert
Communication
Expert
Teamwork
Expert
Teamwork
Expert
Time Management
Expert
Time Management
Expert
INFORMATION TECHNOLOGY MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY MANAGEMENT
Intermediate
COMPLIANCE REQUIREMENTS
Intermediate
COMPLIANCE REQUIREMENTS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFRASTRUCTURE MANAGEMENT
Intermediate
INFRASTRUCTURE MANAGEMENT
Intermediate
INGREDIENT FUNCTIONALITY
Intermediate
INGREDIENT FUNCTIONALITY
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
OPERATIONAL EXCELLENCE
Intermediate
REQUIREMENTS ANALYSIS
Intermediate
REQUIREMENTS ANALYSIS
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
SOFTWARE DEVELOPMENT
Intermediate
Communications
Expert
Communications
Expert
Project Management
Expert
Project Management
Expert
Customer Service
Expert
Customer Service
Expert
Service Delivery
Expert
Service Delivery
Expert

Languages

English

Expert

Arabic

Expert

Training and Certifications

Certifications
MCSE
ITIL v3 Expert
RMP
PMP
PMP
RMP
MCSE
Nov 1999 - Jan 2019
Show credentials
ITIL Expert
Dec 2011 - Jan 2019
Show credentials

Training
BS OHSAS 18001:2007
Global Consultants
Apr 2011
Show credentials
Positive Thinking
illumine training
Sep 2012
Show credentials