Mohamad Saad Toufic Housamy

Alshaya

• System Support ManagerFull Time

  Jan 2019 - Jan 2023 -4 yrs

  United Arab Emirates , Dubai

  • Job Details:•Led a cross-functional team of IT professionals in implementing and managing critical infrastructure projects, resulting in a 25% increase in system uptime and a significant reduction in downtime incidents. •Mentored and coached junior team members, fostering their professional growth and development, resulting in improved performance and increased employee satisfaction. •Streamlined IT processes and workflows, leveraging automation tools and implementing best practices, resulting in a 30% reduction in project delivery time and increased team productivity. •Collaborated with stakeholders to define project requirements, set clear goals, and ensure successful project delivery, resulting in a 95% customer satisfaction rate and increased repeat business. •Implemented a comprehensive disaster recovery plan, including regular data backups, system redundancies, and failover mechanisms, minimizing downtime and ensuring business continuity in the event of a system failure. •Spearheaded a network infrastructure upgrade project, coordinating with vendors and internal stakeholders to successfully migrate from outdated legacy systems to a modern, scalable, and secure network architecture
• Senior System Support EngineerFull Time

  Jan 2016 - Jan 2019 -3 yrs

  Lebanon , Beirut

  • Job Details:•Managed the successful migration of the company's data center to a cloud-based infrastructure, reducing operational costs by 30% and increasing system scalability by 50%. •Developed and executed a comprehensive IT strategy, aligning technology investments with business objectives and driving a 25% improvement in overall operational efficiency. •Implemented a robust disaster recovery plan, including regular testing and continuous improvement initiatives, ensuring minimal downtime and data loss in the event of an IT system failure. •Provided expert-level technical support to clients by troubleshooting and resolving complex software and hardware issues, resulting in a 20% reduction in average resolution time. •Conducted in-depth root cause analysis of recurring technical issues, implemented preventive measures, and delivered comprehensive training sessions to reduce future incidents by 15%
• System Support EngineerFull Time

  Feb 2013 - Jan 2016 -2 yrs, 11 months

  Lebanon , Beirut

  • Job Details:•Provided prompt and efficient technical support to clients, diagnosing and resolving complex hardware and software issues to ensure minimal downtime and maximum customer satisfaction. •Collaborated with cross-functional teams to implement and troubleshoot network infrastructure, including routers, switches, and firewalls, resulting in improved system reliability and performance. •Developed and delivered comprehensive training programs to educate end-users on best practices for utilizing software applications, resulting in increased user productivity and reduced support requests. •Investigated and resolved escalated customer complaints and inquiries, consistently achieving high levels of customer satisfaction and retention through effective communication and problem-solving skills. •Developed and maintained a comprehensive knowledge base, documenting troubleshooting steps and solutions to improve the efficiency of future technical support operations