Ihab Saleh

Manager / Service Desk & OperationsFull Time

• Job Details:The Abu-Dhabi Government Network is the common infrastructure that provides secure and reliable connections between Government entities. It is also the critical link between the various Government services and end-users (individuals, businesses, Government entities and Government employees) thus creating a fundamental foundation for all e-Gov initiatives. To manage the performance of Level 1of NOC-SOC Services& Support to clients (internal and external) of government entities, Etisalat, ADSIC and Musanada, and ensure that service level are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance. Meeting defined metrics/benchmarks, SLA and MSA, and the standards and processes are followed to provide effective customer service.

Support Desk ManagerFull Time

• Job Details:-Proven good leadership qualities and communication skills in order to manage the help desk team. - Motivates the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to employees across locations. - Liaising with external vendors. Negotiates with IT vendors for better rates and competitive service level agreements (SLA). -Developed training frameworks and programs to help my staff keep updated about new industry practices. - Planning and implementations of department budgets and business plans and also plans for hiring new recruits and purchasing new systems, hardware and other IT supplies. - Develops metrics and templates to evaluate technical support issue response times and solution solving skills of Support Desk team. - Worked in close conjunction with IT top management and my team to ensure organizational employees are working at their optimal best daily on desktops, laptops, handheld communication devices and workstations.

Director Of Academic ComputingFull Time

• Job Details:Responsible for leading and managing group which enhances the productivity of the University community and makes information technology accessible through supporting Faculty, students, and, and Staff in designing, integrating, and using technology in teaching, learning, and research, as well as, providing support for the University’s business and administrative processes.