Mohammad Ghassan

• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Lead Built process for 14 Automation Use Cases and Quality Performance Process .
Lead the operation work in the enterprise network center.
Built strong relationships with customers through positive attitude and attentive response.
Mentored and guided employees to foster proper completion of assigned duties.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Coordinated weekly meetings for internal and external groups.
Initiated timely response to emails, voicemails and written correspondence.
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Participated in cross-functional team-building activities.
Lead team of 43 members while providing exceptional customer service.

• Analyze KPI/SLA on delivery center performance to improve processes and improve delivery KPI/SLA’s
• Perform operational tests and check of service products related to department
• Enhance the Engineering Tools.
• Raise up controlling systems & Performance monitoring
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Supervised work of contracted employees to keep on task for timely completion.
• Eliminated downtime and maximized revenue by providing top project quality control.

Resolved issues related to operational components for LAN, WAN and voice systems.

Monitored and maintained network and software components according to established guidelines and best practices.

Identified and categorized equipment issues, responding to calls-for-service to maintain NOC effectiveness.

Provided recommendations to customers and leadership team to improve stability of infrastructure components.

Coordinated and documented preventive, proactive and corrective maintenance requirements.

Orchestrated and led shared projects, collaborating with network engineers to configure and maintain network monitoring thresholds.

Wrote and maintained custom scripts to increase system efficiency and performance time.

Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

Installed, configured, tested and maintained operating systems, application software and system management tools.

Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.

I’m working in this company as senior account manager in Physical Security and IT Department.

• IT Physical Infrastructure.
• Digital Infrastructure.
• Video Surveillance Systems.
• Access Control System.
• Automatic number-plate recognition System.
• X-Ray Machines.
• Intrusion Alarm Systems.

I'm working in this company as Account Manager for public and private sector .

Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.

Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.

Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms.

• Enterprise Security & Networking.
• Unified Communication & AV.
• Cybersecurity.
• IT Physical Infrastructure.
• Digital Infrastructure