About Hussam Sadaqa

  • Phone 96550544020
  • Academic Level Degree Bachelor
  • Gender Male
  • Industry IT-Services
  • Viewed 35

About me

With over 18 years of experience in IT service delivery, I am currently managing information systems, networks, and technology infrastructures for GBM, a leading provider of business solutions in the Middle East. As a certified professional in Microsoft, Cisco, and ITIL products and methodologies, I have the skills and expertise to design, implement, and evaluate IT strategies, policies, and procedures that align with the organization’s vision and objectives.

I enjoy working in a cooperative and challenging environment, where I can leverage my knowledge and skills to contribute to the progress and success of the team and the company. I have excellent problem-solving and time-management skills, and I can handle multiple tasks and priorities effectively. I am passionate about delivering IT solutions that enhance the performance, security, and reliability of the systems and networks, and that meet the needs and expectations of the customers and stakeholders.

Education

Experience

  • 2022 - Present
    Gulf Business Machines ( GBM )

    IT Service Delivery Manager

    • Overseeing the service delivery team including Services Desk Team, End user support, Infrastructure team, Security team, NOC, and SOC.
    • Analyzing and providing IT solutions.
    • Managing team performance/customer service management.
    • Managing budgets.
    • Recording service delivery performance.
    • Implementing service delivery upgrades/implementing improvement activities.
    • Taking actions to maintain customer satisfaction.
    • Improving customer relationship management procedures
    • Researching customer needs.
    • Updating service-related processes.
    • Assessing third-party provided services.
    • Defining customer expectations to determine the optimal service.
    • Quality management.
    • Conducting post-incident reviews/investigating critical incidents/taking ownership.
    • Collaborating with technical design teams to prepare for future demands.
    • Using corporate conferencing for effective dialogue exchange.
    • Analyzing internal processes.
    • Managing projects.
    • Investigating reliability issues.

  • 2021 - 2022
    Abyat Megastore

    IT Infrastructure and Security Manager

    • Leading project planning sessions
    • Manage information technology Infrastructure, Security, and computer systems.
    • Plan, organize, control, and evaluate IT and electronic data operations.
    • Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance.
    • Design, develop, implement, and coordinate systems, policies, and procedures.
    • Ensure security of data, network access and backup systems
    • Act in alignment with user needs and system functionality to contribute to organizational policy.
    • Identify problematic areas and implement strategic solutions in time.
    • Audit systems and assess their outcomes.
    • Preserve assets, information security and control structures.
    • Handle annual budget and ensure cost effectiveness.

  • 2018 - 2021
    Quantum IT Company

    IT Operation Manager

    • Manage, work collaboratively with infrastructure and application teams to help ensure the stable operation, reliability, and security of datacenter and property-based infrastructure.
    • Manage a support team for all services that comprise the environment systems through proactive monitoring and standard operating procedures.
    • Provide direction and clear, tactical, and strategic goals for the operations and network teams to articulate system stability status and recommend operational improvements.
    • Managing Development, Sales, and support teams.
    • Incidents, Requests, Changes, Problems, Assets management.
    • Review current infrastructure performance and network capacity and data center site assessment.
    • Performing routine audits of systems and software. Tracking and managing business applications requirements.
    • Assure compliance of information technology and information security Policies, standards, and procedures.
    • Assist in strategic, budgeting and disaster recovery/business continuity planning to offices and staff in multiple operating, business, and functional units.
    • Information Risk management, Auditing, Access control systems and disaster recovery solutions.
    • To evaluate, test, advise, train and support I.T. related projects and business needs.
    • Maintaining documentation of changes regarding users, functions & systems.
    • Provide effective coordination between the IT department and all other departments in the Company.
    • Work with business stakeholders to define business and systems requirements for new technology implementations.
    • Monitoring the progress of third-party maintenance contract suppliers.

  • 2016 - 2018
    Diyar United Company ( DUC ) – Kuwait Oil Company ( KOC )

    IT Service Delivery Supervisor

    • Managing Microsoft and non-Microsoft systems.
    • Manage a support team for all the services that comprise the environment systems through proactive monitoring and standard operating procedures.
    • Provide direction and clear, tactical, and strategic goals for the operations and network teams to articulate system stability status and recommend operational improvements.
    • Develops relationships with external clients and organizations to assess their technology, support, and security needs.
    • Provides client assessments, and pitches IT equipment and service packages.
    • Offers innovative solutions that meet clients’ needs while remaining cost effective.
    • Manages projects by creating timelines, adhering to budgets, and assigning staff members.
    • Establishes client and sales goals, and tracks progress and other metrics.
    • Maintains relationships with technology, software, and security vendors.
    • Manages and assesses the performance of staff members who specialize in support, sales, and installation.
    • Identifies staffing needs and works with human resources colleagues to pursue the hiring process.
    • Specializes in IT needs and demands.
    • Coordinates, troubleshooting, support, and service for equipment and networks when necessary
    • Upholds a sense of customer service and measures client satisfaction.
    • Attends industry events and trade exhibitions to learn about cutting edge product releases and news.

  • 2011 - 2016
    Diyar United Company ( DUC ) - Kuwait Gulf Oil Company ( KGOC )

    IT Infrastructure Manager

    • Organize and supervise the activities and work of subordinates to ensure that all work within IT planning and budgeting is carried out in an efficient manner, which is consistent with operating procedures and policy.
    • Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
    • Plan, prioritize and sholtrist the IT projects (architecture, applications, infrastructure) in coordination with various functions to ensure that the business technological needs are met in line with the objectives and set targets.
    • Analyzing, reporting on, and marking recommendations for, the improvement and growth of the IT Infrastructure and IT systems.
    • Plan, develop, seek approval, and implement initiatives for maintenance of the IT operating environment in coordination with IT functions, ensuring compliance to security regulations.
    • Identify security technologies & components to be implemented to achieve the objectives.
    • Incidents, Problems, changes, and Assets management.

  • 2008 - 2011
    Diyar United Company ( DUC ) – Wataniya Telecom

    IT Service Supervisor

    • Maintains a thorough knowledge of the organization and adheres to all organizational standards. Keeps immediate supervisor well-informed of activities and recommends corrective actions.
    • Incidents, Problems, changes, and Assets management.
    • Conducts technology orientation and exit briefing for all staff; prepares technology and systems for new and existing staff.
    • Performs routine preventive maintenance on hardware and software. Analyzes technology requirements and develops functional specifications. Conducts comparative analysis and competitive bidding when necessary.
    • Presents and implements technological alternatives to streamline functions and improve productivity.
    • Develops and maintains technology policies, standards, and procedures manual; develops and maintains related technology checklists.
    • Develops and manages technology budget and monitors and approves related expenditures. Reviews and approves cost pool expenditures.

  • 2004 - 2008
    IT In-Charge

    Humansoft learning solution – New Horizons Center

    • Designs, specifies, configures, installs, and maintains local area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, bridges, switches, modems, cabling, and Internet service providers.
    • Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
    • Establishes and maintains network users, user environment, directories, and security.
    • Trains users on software and equipment usage.
    • Develops and communicates standards for use, operations, and security of network, personal computers, and data.
    • Communicates with other departments to report and resolve software, hardware, and operations problems.
    • Researches and evaluates new technologies.
    • Develops and implements disaster recovery procedures.
    • Develops budget and monitors expenditures.

Expertise

MS Project
IT Management
ITIL
Infrastructure
Datacenter
Networking
Security
Governance
Risk Management
NOC
Support
Ecommerce
VMware
ERP
SQL
Database
Cisco
Wireless
Microsoft
Fortinet
Cloud
Firewall
Policies and Procedures
NAC
VPN
VLAN
Citrix

Languages

Arabic
Proficient
English
Proficient

Honors & awards

Skills

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