Mahmoud AB.

A highly competent IT Service Support professional with more than 15
years of extensive work experience in IT operations with key focus on
hardware and software troubleshooting and installation, managing IT
systems and infrastructure, delivering end user technical support and
provide proper IT training and documentation, Customer Service and IT
Helpdesk.

 Manage day-to-day operations of the IT Department to achieve timely,
accurate, and uninterrupted delivery of information and support.
 Manage the deployment, monitoring, maintenance, upgrade, and
support of all IT systems, including computers, laptops, operating
systems, hardware, software, and peripherals, and ensure the stability,
integrity and efficient operation of all systems.
 Hardware and software technical support and consultation.
 Assist/drive and provide efficient 1st and 2nd level support on all identity
& access management devices, biometric devices, and CCTV devices.
 Manage all IT incidents and services request for 800+ users with 30+
offices and site projects across the GCC.
 Lead IT Support Team with the objective of providing daily assistance to
the company's users and projects.
 Responsible for developing and maintaining appropriate Service Level
Agreements (SLAs).
 Track IT peripherals inventory, warranty period, software licenses and
maintaining the required documentations and stock for the IT
Equipment for the business and projects.
 Vendor relation management. Act as a point of contact Person and
authorized signatory for all third parties and vendors/suppliers.
 Ensure efficient and effective workflow and improvements in service
quality and timely delivery.
 Participate in project budget preparation and tracking of project
Expenditures.
 Responsible for the procurement of the IT equipment needed for the
company.

Bachelor’s Degree in Computer Science
Al al-Bayt University
Jordan
Graduated 2006