Mohammed Ayyash

*** ***** ***** ******, ** L*T *Z3 905-***-**** adx3cq@r.postjobfree.com http://www.linkedin.com/in/mohammadayyash

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Job Target: IT Services manager

edicated and results driven IT Services Delivery professional with over 10 years of experience in the field of operational, technical, Services pre-sales and service support management. Adept in leadership and communication in order to oversee all service processes and lead teams towards achieving daily goals. Expertly identifies areas of improvement within operational processes and evaluates progress reports in order to strategize plans geared towards improving service quality. Offers a wide range of administrative and technical support, with knowledge of systematic protocols and technologies.

summary of expertise

More than 10 Years of experience in IT Services delivery management.

Excellent Incident management and critical incident escalation and control.

Excellent customer management skills, great experience in achieving KPI’s, and control SLA’s .

Team Management skills, successfully managed IT operation and Implementation teams.

Great Presentation skills, lead and prepare QBR presentations for services quality assurance.

Project Management skills, I managed implementation projects and operations projects.

Electrical Engineering background from Southern University in USA.

North American experience, lead several positions at GE capital and Compaq Canada.

ITIL certified and expert in corporate processes and procedures building.

Technical Proficiencies: Microsoft Office Suite (Word, Excel, PowerPoint & Outlook, and Project).

Technical skills

Excellent data networking knowledge including core technologies.

Routing protocols (EIGRP, OSPF, ISIS, BGP).

LAN switching technologies, WAN protocols,

Software defined Networks, SD WAN, Cisco ACI Solution.

Strong knowledge in IPV4, DHCP, DNS, NAT, ARP, IP Addressing and Sub netting, Spanning Trees, NAT.

Professional Experience and project highlights

Customer Operations Manager Cisco Systems 2015 – 2017

Execute positive customer service experiences by delivering services based on individual needs and requirements, resulting in a returning customer base.

Created and applied KPI’s and SLA’s to match customer criticality needs.

Maintain resourcefulness and leverage problem solving skills in order to resolve service issues.

Provide Services and Product presales support by coordinating with the Services sales team, Product sales team, and account managers. in order to ensure smooth and convincing business case.

Collaborated with clients and stakeholders to complete technical support projects and respond to Network Administration issues.

Analyze service reports using evaluation skills and identify areas of improvement, planning strategies geared towards enhancing service operations and delivery.

Demonstrates strong presentation skills, capability to negotiate with customers and IT services in order to best meet customer demands.

Service Support Manager Cisco Systems 2011 – 2015

Applied communication and consultation skills in order to provide advisory services to clients.

Provided operational and performance evaluation by organizing quarterly business review meetings, using analytical skills to assess departmental progress.

Utilized project management skills in order to lead and participate in meetings regarding open cases and customer network plans.

Consistently maintained client relations by coordinating with Cisco Teams to de-escalate issues and strategically plan problem resolution initiatives.

Provided administrative support by maintaining and updating customer databases in order to ensure accurate and up-to-date information for follow-up.

Demonstrate leadership ability by overseeing team operations, ensuring completion of duties on time, on budget and in compliance with client requests.

Data Network Operation Manager STC 2002 – 2010

Demonstrated leadership and supervisory skills by leading team of 20 engineers and technicians.

Multitasking abilities leveraged in order to perform as the point-of-contact in charge of managing IT network structures for local, regional, and corporate teams.

Managed and organized supply chain management operations and utilized inventory management skills in order to determine accurate supplies and demands.

Lead Network and Operation & Support team using technical prowess to resolve high-level technical issues resulting in increased operational efficiency and target delivery.

Exhibited effective network support by applying prioritization and operations management skills to provide services for over 3000 Cisco devices and 200 remote offices.

Provided training, coaching and development for new and current employees in compliance with operational standards of service.

Provided data network performance support through consultation services, using communication and analytical skills in order to evaluate client needs and resolve network issues.

Project management skills applied in order to successfully execute a network operation consisting of 36 engineers, overseeing operational processes and providing regular guidance to team members.

Maintained high degree of knowledge in data networking in order to provide support for core technologies LAN/WAN, routing protocols, LAN switching technologies, and WAN protocols

ADDITIONAL PROFESSIONAL EXPERIENCE

Senior Technical Consultant Compaq Canada

Senior Network Integration Specialist GE Capital – IT Solutions - Canada

Senior Network Engineer NCR Corporation

Education & Professional Development

Bachelor of Engineering (B.Eng), Electrical Engineering

Southern University – Baton Rouge, Louisiana, USA

Technical Training & Certifications

-PMP Certification Candidate (within 6 months)

-ITIL foundation certification V3

-ITIL Release, Control & Validation certification (RCV)

-ITIL Service offerings and agreements

-High-Value Business Conversations

-Cisco Professional Consulting Development Program (CDP2)

-CCIE - CCIE R&S Boot Camp (Technology Boot Camp + Lab Boot Camp)

-CCNP – Cisco Certified Network Profession

-Advanced Cisco Router Configuration.

-Cisco Internetwork Troubleshooting (CIT).

-Advanced BGP Configuration and Troubleshooting.

-Implementing Cisco QOS.

-Implementing Cisco MPLS.

-Cisco CRS.

-Cisco Nexus

-Cisco ACI Solution

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