Raafat El Jamal

• Bachelor's Degree in Information Technology

  Lebanese International University Jan 2007

• Raised the department’s productivity and customer satisfaction by 20%, defined and implemented ITIL processes, service standards and controls • Participated in the completion of ISO 27001 requirements, defined and implemented incident, problem, change, knowledge, request and capacity management processes in 6 weeks • Improved service level by 15%. Rearchitected and operated the ITSM tool including the modules request, incident, problem, change, and knowledge management with incident and service catalogs and SLAs • Raised the department’s performance by 20%, created and implemented KPIs and dashboards using BI • Developed training material and trained a group of super users from 13 departments. Upskilled them to resolve common basic IT issues for their departments to reduce operational impact and offload ICT and save time • Enabled full control on 5000 assets, designed and implemented the CMDB, asset policy and process