Tarek Saade

• Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
• Ensure high touch communication with service managers and key stakeholders until an incident is resolved
• Interact with the incident/problem management system to create incident documentation that includes information about the results of the root cause analysis/work around, approvals (who/when), and corrective action plans
• Work with the technical leads and other relevant stakeholders across the IT Enterprise to embed the Service Management framework and decide on the agreed quality of services through the implementation of Service Level Agreements (SLAs) across the whole organization
• Take ownership of managing the IT requirements for new sites, as per IT standards, following up with project managers and procurement on status of IT requirements, whilst working closely with I&O teams to deliver the required IT solutions
• Identify professional and cost effective suppliers in all countries which do not have full-time local IT employees, and work on the best model for each country depending on number of sites and number of users that require support
• Manage the contracts, ensuring you are aware of what is going on with each supplier and that they are meeting their contractual obligations.
• Ensure adherence and flawless execution of Incident Management processes

• Integrate, implement, and execute all ITIL based processes (e.g. Event Management, Incident Management, Problem Management, Change Management, Service Asset and Configuration Management, Service Level Management, Service Request / Service Catalog) for the the Chairman, CEO and Executive Committee members
• Manage the Help Desk staff’s technical skill sets, and ensure that the desk is staffed properly to handle difficult situations
• Define and establish schedules, set priorities, provide support and direction, and manage administrative issues as needed
• Ensure an outstanding level of customer service by promoting and enforcing quality service guidelines, effective response times, and providing expert insight into general support issues
• Train Help Desk staff on operational procedures and troubleshooting techniques
• Gather and analyze metrics to benchmark the Help Desk workload and performance, and identify trends
• Monitor Help Desk tickets and delegate requests to staff based on volume and location in a timely manner

• Provided frontline customer support, including hardware and software troubleshooting, diagnosis, and basic customer product training.
• Repaired Apple hardware and software products.
• Managed all aspects of repair workflow, including open repairs prioritization, case management, and service part order management.
• Provided technical support for in-house systems.
• Provided ongoing technology coaching to sales associates

• Project manager for the development of new and/or revised software, hardware, and computer systems.
• Coordinated and managed administrative functions of the information technology department.
• Planned and implemented the development of the company's IT infrastructure and networks.

• Attended a two-week course covering switching techniques, networking fundamentals, and routers operation and configuration.
• Covered topics in site visits such as operation and configuration of digital transmission systems, switching systems such as Alcatel, Ericsson, and Siemens.
• Executed a hands-on project about national and international switching.