Mohamed Nessem

Experience

• 

  Freelance

  Jan 2011 - Dec 2016

  Technical Support Specialist
• 

  Self-employed

  Jan 2017 - Jul 2017

  • ex-salesman

    Jan 2017 - Jul 2017

  • Sales Employee

    Jan 2017 - Jul 2017
• 

  ELARABY Group

  Dec 2018 - now

  • Collaborate with business units to gather and analyze IT service demands.• Work closely with project managers and business analysts to understand upcoming projects and IT service needs.• Develop and maintain a comprehensive understanding of business strategies and goals to align IT resources accordingly.• Engage with stakeholders to gather detailed requirements for IT services and projects.• Facilitate discussions to ensure a clear understanding of business needs and expectations.• Document and prioritize IT service requests based on business impact and urgency.• Work with IT leadership to prioritize and allocate resources based on business priorities.• Develop and maintain a demand management framework to ensure fair and effective resource distribution.• Provide recommendations for optimizing resource allocation to meet business objectives.• Act as a liaison between IT and business units, ensuring effective communication of IT capabilities, constraints, and timelines.• Foster collaboration between IT teams to address cross-functional demands and dependencies.• Communicate changes in demand and resource allocation to relevant stakeholders.• Establish key performance indicators (KPIs) to measure the effectiveness of demand management processes.• Monitor and report on the utilization of IT resources, identifying opportunities for improvement.• Implement feedback loops to continuously improve demand management processes.• Collaborate with vendors to understand their capacity and capabilities.• Evaluate vendor performance and ensure alignment with organizational goals.• Negotiate and manage contracts to support changes in demand.• Maintain accurate and up-to-date documentation of demand management processes.• Generate regular reports on demand trends, resource utilization, and key performance metrics.• Provide insights and recommendations based on analysis of demand data. Show less • Managing the entire onboarding process for new hires, ensuring a smooth transition into the organization.• Coordinating with various departments to ensure that all necessary paperwork, systems access, and training materials are provided to new employees.• Conducting orientation sessions to introduce new employees to company policies, procedures, and culture.• Collaborating with HR, IT, and other relevant stakeholders to set up workstations, equipment, and access for new hires.• Providing ongoing support to new employees, addressing any questions or concerns during their onboarding period.• Handling the offboarding process for departing employees, including conducting exit interviews, collecting company property, and terminating system access.• Ensuring compliance with legal and regulatory requirements throughout the onboarding and offboarding processes.• Maintaining accurate and up-to-date employee records, including personnel files and documentation related to onboarding and offboarding.• Continuously improving the onboarding and offboarding processes by identifying gaps and suggesting process enhancements.• Staying updated on industry best practices and implementing new strategies to enhance the onboarding and offboarding experience. Show less • Managing employee data: Ensuring accurate and up-to-date records of employee information, such as personal details, job titles, and employment status.• Payroll and benefits administration: Coordinating payroll processes, ensuring timely and accurate payment of salaries, deductions, and benefits. Assisting employees with inquiries or issues related to payroll and benefits.• HRIS management: Maintaining and updating the Human Resources Information System (HRIS) to ensure data integrity and provide accurate HR metrics and reporting.• Employee onboarding and offboarding: Coordinating new employee orientation processes, handling paperwork, and conducting exit interviews for departing employees.• HR policies and compliance: Assisting in the development and implementation of HR policies, ensuring compliance with employment laws and regulations.• Employee relations support: Assisting with resolving employee inquiries, providing information on HR policies and procedures, and escalating complex issues to the appropriate stakeholders.• HR projects and initiatives: Supporting HR team members in various projects and initiatives, such as employee engagement programs, performance management, and talent development.• HR reporting and analytics: Generating HR reports on key performance indicators, analyzing trends, and providing insights to support data-driven decision-making. Show less • Developing and implementing training schedules, curriculum, and materials.• Coordinating logistics for training sessions, such as venue booking, equipment setup, and participant registration.• Tracking attendance and maintaining training records for compliance purposes.• Collaborating with subject matter experts to create and update training content.• Evaluating the effectiveness of training programs through assessments and feedback.• Assisting in the development of training budgets and managing expenses.• Communicating with employees and supervisors to promote the training programs and address any inquiries.• Managing learning management systems (LMS) or other training platforms to deliver online training modules.• Monitoring industry trends and best practices to continuously enhance the organization’s training programs.• Providing administrative support to the training team, including scheduling meetings, preparing reports, and maintaining training databases. Show less • Answering incoming customer calls in a professional and courteous manner.• Assisting customers with inquiries, concerns, or complaints and providing accurate information or solutions.• Following call scripts and utilizing call center software to effectively handle customer interactions.• Documenting customer interactions, including issues raised and resolutions offered.• Escalating complex or unresolved issues to supervisors or specialized teams.• Processing customer orders, returns, or exchanges efficiently and accurately.• Assisting customers with billing inquiries, account updates, and account maintenance.• Adhering to call center policies and procedures, including maintaining call center metrics and quality standards.• Collaborating with team members and supervisors to troubleshoot issues and improve customer service processes.• Continuously updating knowledge of company products, services, and policies to provide accurate information to customers. Show less

  • IT Demand Management SR.Specialist

    Oct 2023 - now

  • Onboarding & Offboarding

    Mar 2023 - Nov 2023

  • Human Resources Operations Specialist

    Mar 2023 - Nov 2023

  • Learning And Development Specialist

    Oct 2020 - Mar 2023

  • Customer Service Specialist

    Dec 2018 - Sept 2020