Ahmed Alhawary

Service Delivery ManagerFreelance / Project

• Job Details:Managing the vendors and requested tasks. • Developing and implementing processes for collecting data from clients on their satisfaction with service delivery • Working with staff members to develop new policies or procedures to improve service delivery efficiency • Identifying and analyzing problems in service delivery processes that may hinder the success of other departments within the organization • Coordinating with other departments, such as human resources or finance, to ensure that all necessary information is available for effective decision making • Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction • Leading departmental meetings to discuss customer feedback and identify suitable solutions • Reviewing customer feedback to identify trends or patterns that may require further investigation • Conducting internal audits to ensure that policies are being correctly applied in all cases

IT Service Desk Team LeadFull Time

• Job Details:• Managing smooth delivery of local and Global IT infra projects, applications, and IT program. • Handling users satisfaction with the offered MS IT services. • Supporting and contributing on the regional IT events outside • Developing new strategies and IT procedures to increase efficiency, also enhancing workflow. • Actively involved in the preparation, conception, realization, and Go Live implementation projects • Assisting in defining the scope of a project/opportunities, estimating efforts and project timelines • Handling and tracking department inventory to ensure resources are available for organization. • Enabling business productivity through driving the Work-Smart training program for MS products. • Handling POs from request to delivery follow-up. • Submitting regular reports to management and seek new ideas and strategies to improve performance at the center. • Analyzing business processes including root cause analysis and technical performance optimization • Engage and captivate the interest of high-quality candidates and convert those candidates into hires

IT SupervisorFull Time

• Job Details:• Server and data management support and manage the day to day operations of assigned staff. • Research new hardware and software products for procurement. • Monitor user requests and system issues. • Create reports and provide a means to verify the integrity of existing infrastructure. • Selecting staff and providing work assignments • Directing the work of information technology personnel, setting priorities and coordinating their activities • Evaluating and verifying employee performances through performance evaluation techniques • Identifying and ensuring staff development programs • Determining system reload and backup procedures for database and critical applications • Monitoring and maintaining all systems • Coordinating local and remote network equipment testing. • Equipment repair, repair for remedy failures, cable replacement and repair, replacement of information technology components • Preparing and installing network software • Diagnosing and resolving problems with malfunctioning components • Maintaining data communication networks