Experienced IT Professional: Expert in IT Support, M365 Administration, and Cloud Solutions

Onboarding clients to Office 365, setting up Exchange, SharePoint, One Drive for Business, MS Teams services for the
users. Performing hybrid, cutover, staged migrations to Office 365.
Managing on-prem / cloud infrastructure for clients.
Setting MS Teams environment for the users by creating teams, channels, setting up permissions, enabling guest access,
setting up phone system, integrating MS teams with 3rd Party applications like zoom etc.
Setting up SharePoint Online Includes (Site Collection creation, Site Creation, User Permission Management, Document
Library management as well as Lists management, Team site template)
Uphold integrity of all internal processes (incident management, major incident management, problem management,
change management, etc.)
Ensure IT compliance for global infrastructure services (eg license management, incident management, security, asset
management)
In conjunction with the solution architect, assist the application owner and application manager by providing effort
estimates for new projects and initiatives.
Tests backup and recovery services to assure they are working at optimum capacity, to correct errors and to make
necessary adjustments.
Working with the networks, application and business teams in the different projects to setup new offices,
decommissioning or upgrading of services in various departments or business units.
Work with vendor platform providers and engineering peers to keep abreast of trends, products, frameworks, and
applications.
Performs regular maintenance and support of workstations, servers, cloud services and virtual machines. Includes
maintaining the health and performance of databases.

Enable group and operating companies to achieve business objectives through expert management of IT infrastructure and service delivery. Oversaw all server hardware, and assisted with installation, implementation and maintenance for all systems. Managed the daily IT operations for AMEA region with over 50 Kuoni offices and 8000 users.
Implemented and maintained organization standards, resolving emergency situations, monitoring Service Level Agreements (SLAs) to deliver cost effective solutions and service program improvements.
Delivered comprehensive IT support in compliance with all service management principles. Specified systems, processes and methodologies to ensure effective monitoring, control and support of service delivery.
Provided input into creating Global IT annual budget for MEA region and ensured that the services are delivered within agreed budget. Managed and lead various projects related to system enhancement, upgrades and new office setups. SPOC for all escalations related to IT infrastructure operations and service delivery in MEA region.
Designed, implemented and managed several IT infrastructure projects at global level. Performed capacity planning, server and storage provisioning and procurement of servers, storage, software licensing etc. for office upgrades or new office setup in AMEA. Shared knowledge with colleagues, motivating and helping service delivery support teams based in different regions.
Key accomplishments:
Increased operational efficiency by setting team goals, managing resources and daily schedules, and delegating tasks and responsibilities to appropriate staff and personnel.
• Increased cost efficiency by analyzing procurement needs and authorizing purchase requests, negotiating with vendors for contracted services.
• Consistently achieved 99% system availability and 98% customer satisfaction.
• Utilized leadership skills to develop and manage offsite remote team to provide 24/7 support services to end users.
• Negotiated pricing with ISP / Vendors, slashing cost by 30% and ensuring the continued enhancement of services.
• Streamlined operations through expert management, monitoring and troubleshooting of all IT server infrastructure related problems.
• Proactively monitored all servers in AMEA region including 100+ VMware hosts and 300+ Windows servers in over 50 offices, taking prompt action to minimize the impact of issues affecting service delivery.
• Designed and implemented backup plans for business units, providing strategic implementation for new offices and upgrades to existing offices to increase productivity and efficient business processes.
• Created SOP for backup and recovery, and established backup policy document for each office in AMEA.
• Defined and implemented SLAs related to contracted services, prioritizing proper escalation flows and guaranteeing client expectations were met.
• Implemented productivity principles through career development and staff appraisals.

Coordinate with IT teams to troubleshoot issues, implement office upgrades, redesigns and deployments, and handle all helpdesk requests for Dubai, Abu Dhabi and Al-Ain branches.
Key accomplishments:
• Managed and maintained relationships with IT suppliers and vendors to ensure efficient operations.
• Strategized for continuous improvement of IT and customer satisfaction, overseeing day to day support and operations of the IT function.