Fadi Aswad

• Managed delivery of over 20 large-scale projects, driving operational productivity.
• Contributed to development of Salam EMPO framework and reporting dashboard.
• Executed high-level portfolio reporting to sectors' CxO.
• Oversaw management of contractual agreements related to project execution.
• Administered project budgets and finances throughout lifecycle.
• Identified improvement areas via regular process audits, promoting continuous enhancement.
• Facilitated training sessions to develop team competencies and skills.
• Ensured strict adherence to quality standards across all project phases.

• Defined project scope, milestones, and task allocation to ensure clear progress monitoring.
• Delivered projects on time and within budget through stringent cost controls.
• Tracked project status, timelines, and action items from inception to completion.
• Conducted technical and customer meetings to enhance communication and strengthen stakeholder relationships.
• Generated project status reports to identify issues and propose corrective actions.
• Evaluated project risks and feasibility, proactively implementing solutions to mitigate challenges.
• Ensured project documentation adhered to internal quality standards.
• Implemented change management processes to facilitate project updates and address resistance.

• Led timely delivery of technology projects in IT and Telecom, adhering to international standards.
• Delivered Lebara MVNE swap project to enhance operational capabilities.
• Developed ITSM framework for Lebara IT department to improve service management.
• Negotiated contracts, defined SLAs, and managed MS vendor relationships effectively.
• Executed service delivery and project operations whilst achieving compliance with ITIL processes.
• Generated comprehensive reports on SLAs, scorecards, and KPIs for senior management reviews.
• Managed ITSM and NOC operations, ensuring efficient service delivery through effective ITIL practices.

• Led Service Desk and End User Support teams of 25 staff, servicing over 5000 clients.
• Managed IT helpdesk operations to ensure efficient customer service delivery.
• Oversaw incident and problem processes, ensuring adherence to SLAs and quality standards.
• Trained junior staff in best practice procedures to enhance team capabilities.
• Conducted weekly team meetings to address ongoing issues and discuss resolutions.
• Implemented a rotating shift schedule to guarantee continuous availability of support services.
• Performed regular audits of incident reports, identifying recurring problems for long-term solutions.
• Monitored key performance indicators to uphold high-quality service delivery.

• Conducted routine audits of systems and software to confirm effectiveness.
• Supported roll-out of new applications, resulting in enhanced organizational productivity.
• Prioritized help desk requests by urgency, ensuring timely assistance.
• Troubleshot issues with printers, scanners, and copiers to maintain uninterrupted operations.

Co-Op Intern