Bashar Mokayed

Experience

• 

  New Horizons Computer Learning Centers

  Dec 2000 - Aug 2002

  Technical Instructor

  Provided technical training to various levels of trainees (corporate and individuals) in various IT areas: MCSE, A+, Network, Desktop Support, ICDL - Windows OS - MS OfficeAchievments:• Successfully lead a group of 20+ trainees to progress from being computer illiterates towards becoming MCSE certified in a nine months’ time• Provided training to various functional and technical levels of trainees in diverse IT areas including MCSE, A+, Networks & Servers, Desktop Support and Operating Systems عرض أقل

• 

  NPCC

  Aug 2002 - Aug 2006

  IT Support Engineer

  Providing all technical support for queries and issues related to computer OS, SW/HW, security and connectivity. Solely managed the day-to-day IT operation of 200+ User remote site for SHEL/NPCC in Qeshm island by: - Administering MS Client-Server environment inclusive of Domain Controllers, SMTP, DHCP, DNS, Active Directory all interconnected by CISCO Switches, Routers and Firewalls.- Managing TCP/IP, VoIP, Wireless Bridges, Hardware/Software installation, configuration and troubleshooting. عرض أقل

• 

  ADNOC Group

  Aug 2006 - Jul 2015

  Reported to Head of Service Management. Defined multi-stakeholder service levels in line with business requirements and IT capabilities. Developed, negotiated and managed aligned OLAs & Underpinning Contracts to fulfill stipulated SLA’s agreed standards. Managed performance monitoring, measurement and reporting process to ensure business satisfaction with the agreed and delivered service levels. Maintained and updated service standards as and when required by means of CSI. Overseeing the operation of JDOT Service Desk ensuring customer requirements are met in terms of communication, prioritization, resolving incidents and fulfilling requests to their best satisfaction and as per signed SLA’s/OLA’s.

  • IT Service Level Manager

    Feb 2010 - Jul 2015

  • Senior Systems Analyst - JD Helpdesk Team Lead

    Aug 2006 - Feb 2010
• 

  TELUS International

  Feb 2016 - Jan 2022

  Enabling delivery of high quality IT service by ensuring Service Provision and Support processes are in place to meet business needs. Developing and implementing IT policies/procedures and ITIL best practice guides. Planning and coordinating all ITSM activities. Constantly improving IT governance principles, refining IT processes, reporting schemes and CSI methodologies. Managing Service Assurance issues/escalations. Providing Single Point of Accountability (SPOA) for Service Delivery/Support while demonstrating strong team leadership. Bridging TI's and client’s senior management, anticipating business needs, providing proactive support and ensuring maximum client satisfaction. عرض أقل

  • Senior IT Service/Success Manager

    Nov 2019 - Jan 2022

  • Client IT Service and Relationship Manager

    Feb 2016 - Nov 2019
• 

  Qatar Foundation

  Jan 2022 - now

  ITSM Design Lead

  Looking after ITIL practice enforcement and its ongoing improvement for Qatar Foundation's IT. This includes setting up operation guidelines, defining policies and developing associated processes/procedures. Being the voice of customer, I’d specify requirements, recommend metrics, KPIs and SLAs, observe day-to-day implementation, identify optimization opportunities, undertake continual service improvement and pursue finest customer experience.