
Salah Hassan
https://www.linkedin.com/in/salahhassan-pm/
Abu Dhabi, United Arab EmiratesWork Experience
Service Delivery ManagerFull Time
Emircom LLC
Sep 2019 - Present -5 yrs, 9 months
- Job Details:• Manage IT operations and infrastructure, including networks, servers, and applications, ensuring they align with business goals and objectives. • Lead and manage cross-functional teams, including IT staff, vendors, and business stakeholders, to ensure efficient and effective delivery of IT services. • Implement and maintain ITIL framework and best practices in service delivery, change management, and incident management. • Develop and manage IT budgets, including hardware, software, and personnel expenses, ensuring they align with business goals and objectives. • Develop and implement IT strategies, policies, and procedures to improve IT operations and support business growth. • Manage vendor relationships, including contracts, service level agreements, and procurement, to ensure efficient and effective delivery of IT services. • Managed the delivery of IT projects, including system implementations, migrations, and upgrades, ensuring on-time and within-budget delivery. • Collaborated with cross-functional teams, including technical and business stakeholders, to identify requirements and develop project plans and schedules. • Led project teams and managed project resources, including budget and staff allocations. • Identified and managed project risks and issues and developed and maintained project documentation. • Conducted project status reviews and reported project progress to executive stakeholders.
IT Incident ManagerFull Time
Realms Information Technology
Oct 2014 - Present -10 yrs, 8 months
United Arab Emirates , Abu Dhabi
- Job Details:• Develop and maintain IT incident response plans, procedures, and documentation. • Monitor and identify IT incidents, system failures, and security breaches. • Prioritize incidents based on severity and impact to allocate appropriate resources. • Serve as the central point of contact and coordination for all IT incidents. • Coordinate with cross-functional teams to investigate and resolve incidents. • Escalate incidents to higher levels of management as necessary, ensuring timely resolution. • Facilitate incident resolution efforts, ensuring adherence to SLAs. • Conduct root cause analysis to identify underlying issues and implement corrective actions. • Document incident details, actions taken for future reference and improvement. • Drive continuous improvement in incident management processes, procedures, and tools. • Provide training and awareness programs for IT staff on incident response best practices. • Conduct drills and simulations to test the effectiveness of incident response plans. • Stay updated on emerging threats and industry best practices in incident management.
Senior Support EngineerFull Time
Injazat Data Systems
Sep 2009 - Oct 2014 -5 yrs, 1 month
United Arab Emirates , Abu Dhabi
- Job Details:• Install and configuring (servers, printers, computer work stations etc). • Fix network faults. • Activate and deactivate networking point for users according to business needs. • Back up files and perform installations on a routine basis. • Taking ownership of technical issues, and working with Development group to resolve more advanced issues when necessary. • Resolving escalated end user complaints without the need for team lead intervention. • An awareness of electrical health and safety regulations. • The ability to explain problems and solutions clearly to non-technical staff. • IT system configuration and implementation. • In-depth knowledge of utilizing Crystal Reports and relevant call tracking applications. • Proficient in dealing with highly confidential information. • Proficient with MS CRM, MS Outlook, MS Office suite and servers. • Excellent communicator with strong written and verbal skills. • Excellent end user service skills. • Good organizational skills and excellent Phone etiquette skills. • Provides technical support to IT facilities by traveling to remote locations for IT issues maintain and work under pressure in order to meet IT business deadlines, make decisions and take corrective action with supervision. • Configure different types of phones and make them ready for business needs such as (Blackberry, IPhone & Samsung). • VPN Installation, configurations and support. • Remote sites support by accessing the user systems over the terminal servers, and to approach them physically on time in some cases such as hardware\networks issues. • Vendors Management (interlay or with a 3rd party).
IT EngineerFull Time
Bin Ham Electro Mechanical
Feb 2008 - Sep 2009 -1 yr, 7 months
United Arab Emirates , Abu Dhabi
- Job Details:• Perform operating systems, networking, hardware and office software. • IT problem troubleshooting. • Web development programming and Internet Information Server (IIS). • The ability to work under pressure and to deadlines. • Laptop and desktop support. • Superior conflict resolution and analytical skills. • The ability to priorities tasks. • A commitment to keep up to date with IT development.
Education
College Diploma in Project Management Professional (PMP)
Project Management Institute (PMI)Jan 2020 - Jan 2022 - 2 yr
Technical Diploma in Networking
Arabian Cultural and Typing InstituteJan 2012 - Jan 2012 - 0 Month
College Diploma in ITIL Foundation Certificate in IT Service Management
AXELOSJan 2011 - Jan 2012 - 1 Year
College Diploma in Cambridge International Diploma in IT Skills
University of CambridgeJan 2007 - Jan 2008 - 1 Year
Skills
- IT Operations Management
- Vendor Management
- Infrastructure Management
- Excellent Experience in Service Desk Manage Engine Plus
- Communication and collaboration
- Manage Workload in A Fast-Paced Environment
- SLA Management
- Problem solving and troubleshooting
- Continuous Learning and Adaptability
- Project Management Professional
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Languages
Arabic
FluentEnglish
Fluent