Certified IT Project Manager

EZZAT KASSAB

Toronto, ON - 416-***-**** - ************@*******.*** - linkedin.com/in/ezzatkassab

SUMMARY

Certified project management professional with track record of delivering high-impact projects in diverse environments. Adept at driving project timelines and ensuring quality outcomes through strategic planning and execution. Highly collaborative, adaptable, and committed to team success and client satisfaction. Key Achievements:

Managed a global data centre relocation project valued at 1.5M with zero unplanned downtime.

Prevented project slippage by dynamically relocating resources, maintaining a 98% on-time delivery rate.

Delivered 3 consecutive projects on time and within budget, leading cross-functional teams of 11+ members.

SKILLS

Project scheduling and management

Team collaboration techniques

Change management strategies

SharePoint collaboration tools

Risk assessment and mitigation

Microsoft Project

IT infrastructure development

EXPERIENCE

10/2019 to 07/2026 Technical Consultant

Rogers Communications – Toronto, ON

Achieved a perfect 100% CSAT score across 30 consecutive customer surveys by delivering empathetic, efficient, and highly accurate technical resolutions.

Resolved an average of 30 technical support inquiries daily, troubleshooting critical networking issues – including connectivity drops, latency, and total outages to rapidly restore service.

Documented all customer interactions and resolution paths, creating a comprehensive knowledge base to support future reference and team troubleshooting.

Analyzed customer feedback data to identify recurring service trends, collaborating with cross-functional teams to implement systemic fixes that enhanced service delivery.

Mentored team members on internal software tools and systems, accelerating onboarding and improving troubleshooting efficiency across the team. 10/2016 to 09/2017 Deployment Manager

GCEL MEA – Beirut, Lebanon

Led end-to-end deployment strategies for complex software solutions across 3 diverse client environments, ensuring seamless integration with zero downtime.

Collaborated with cross-functional teams to define scope and deliverables, achieving 97% on-time implementations.

Streamlined project management processes, reducing average system deployment times by 15%.

Created training materials and conducted workshops for 10+ end-users, facilitating successful system adoption.

09/2013 to 08/2016 Project Manager

International Turnkey Systems – Beirut, Lebanon

Led 3 cross-functional teams of 11+ members to deliver 2 enterprise projects on time and 5% under budget.

Managed a $1.5M project budget, identifying cost-saving measures that reduced vendor spend by 7%.

Monitored critical-path milestones and relocated resources, preventing project slippage and achieving a 98% on-time delivery rate.

Identified and mitigated 3+ high-impact project risks, minimizing scope creep by 15% and ensuring delivery of all critical milestones.

Established effective communication among team members, enhancing collaboration and driving successful project completion. 09/2010 to 08/2013 Technical Consultant

International Turnkey Systems – Beirut, Lebanon

Managed technical implementations of complex software solutions for 10+ clients, enhancing workflow efficiency by 15%.

Partnered with sales teams as a Technical Subject Matter Expert (SME), delivering high-impact product demonstrations that helped secure $100+ in new client contracts.

Partnered with sales teams as a Technical Subject Matter Expert (SME), delivering impactful product demonstrations that secured $100+ in new client contracts.

Developed customized training programs and materials for client teams of 20+, minimizing post-launch support queries.

Evaluated emerging technologies to recommend innovative solutions aligned with client needs.

01/2008 to 09/2010 Senior Customer Service Engineer International Turnkey Systems – Beirut, Lebanon

Spearheaded high-priority technical support initiatives for enterprise clients, driving a 10% increase in customer retention and consistently exceeding SLA agreements.

Utilized advanced diagnostic tools to identify root causes of complex technical failures, reducing customer system downtime by 20% through rapid resolution protocols.

Diagnosed and resolved critical hardware, software, and network issues across diverse client environments, reducing system downtime by 25%.

Installed, configured, and optimized enterprise products to align with client security and performance standards, ensuring seamless integration.

Recommended tailored product upgrades and explained technical specifications, facilitating informed purchasing decisions for clients. 02/2006 to 12/2007 Customer Service Engineer

International Turnkey Systems – Beirut, Lebanon

Delivered technical support for software and hardware issues, achieving a 95% customer satisfaction rating across all cases addressed.

Diagnosed and resolved hardware, software, and network bottlenecks, isolating root causes to eliminate recurring technical issues.

Optimized and maintained 25+ servers, storage, and backup products to ensure 100% uptime during high-volume business hours.

Developed and implemented proactive preventive maintenance protocols, reducing unexpected system failures and emergency support tickets by 20%.

Led onsite hardware installations for 15+ major enterprise clients, ensuring seamless integration into existing infrastructure with zero disruption to daily business operations.

EDUCATION

Master of Science: Computer Systems and Networks

Donetsk National Technical University - Donetsk, Ukraine Bachelor of Engineering: Computer Engineering

Donetsk National Technical University - Donetsk, Ukraine LANGUAGES

English

Full Professional

CERTIFICATIONS

PMP, ITIL Foundation

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