Mohamed Sayed

• 🎯 Served as the Single Point of Contact (SPOC) for IT service management, driving real-time issue resolution through advanced ITSM tools (Touchpoint, Citrix, RIA).
• ✅ Achieved consistent SLA compliance while spearheading continuous service improvement initiatives aligned with ITIL best practices.
• 🤝 Fostered collaboration between business units and IT, optimizing service workflows and significantly enhancing end-user satisfaction.
• 📈 Led cross-functional teams to implement process improvements, resulting in increased operational efficiency and reduced resolution times.
• 🔍 Analyzed service desk metrics to identify trends and proactively address potential issues, contributing to a more resilient IT environment.