Omar Maraqa
Project Manager at TechTalent- Claim this Profile
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Arabic -
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English -
Topline Score
Bio
Credentials
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Project Management Professional (PMP)®
Project Management InstituteNov, 2015- Sep, 2024 -
Microsoft Certified IT Professional (MCITP): Virtualization Administrator on Windows Server® 2008
MicrosoftMay, 2012- Sep, 2024 -
Microsoft Certified Technology Specialist (MCTS) : Desktop Virtualization
MicrosoftMay, 2012- Sep, 2024 -
Microsoft Certified Technology Specialist (MCTS) : Server Virtualization
MicrosoftMay, 2012- Sep, 2024 -
Microsoft Certified IT Professional (MCITP): Enterprise Administrator on Windows Server® 2008
MicrosoftNov, 2011- Sep, 2024 -
Microsoft Certified Technology Specialist (MCTS) : Windows Server® 2008 Applications Infrastructure, Configuration
MicrosoftOct, 2011- Sep, 2024 -
Microsoft Certified Technology Specialist (MCTS) : Windows Server® 2008 Network Infrastructure, Configuration
MicrosoftSep, 2011- Sep, 2024 -
Microsoft Certified Technology Specialist (MCTS) : Windows Server® 2008 Active Directory, Configuration
MicrosoftAug, 2011- Sep, 2024 -
Microsoft Certified Technology Specialist (MCTS) : Windows® 7, Configuration
MicrosoftJul, 2011- Sep, 2024 -
ITILv3 Foundation
EXINDec, 2009- Sep, 2024
Experience
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TechTalent
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Brazil
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Professional Training and Coaching
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Project Manager
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Nov 2021 - Present
• Set Project goals and plans, maintain project timeframes, budgeting estimates and status reports. • Manage outsourced resources for customer projects.• Create and maintain level of service standards and operating policies/procedures for availability of the overall system as well as individual system components.• Prepare Project plans and budget recommendations for operational support as well as projects.• Lead the Technology Staffed Resources to deliver a high level of service quality and customer satisfaction.• Manage the day-to-day support business within the team ensuring operational standards and good practice are applied.• Focus on customer satisfaction, timelines of delivery and understanding customer needs around speed, quality, and value.• Contribute to the success & implementation of programs/ Initiatives and Product, Technology, Service, Solution and Process improvements.• Provide guidance and coaching to the team to produce a positive customer outcome.Technology areas: IT Projects | Software Development | Technology Staffing | Back-End Technologies | Front-End Technologies | DevOps | Salesforce
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GEEKS
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United Arab Emirates
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Software Development
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1 - 100 Employee
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Head Of Technical Support
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Jun 2019 - Nov 2021
• Lead the IT Infrastructure, IT Service Desk & On-Site Engineers Teams to deliver a high level of service quality and customer satisfaction.• Manage the day-to-day support business within the team ensuring operational standards and good practice are applied.• Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality, and value.• Contribute to the success & implementation of programs/ Initiatives and Product, Technology, Service, Solution and Process improvements.• Foster collaboration with other Customer Success teams to improve the customer experience & act as a bridge between business requirements and development implementation.• Build & maintain relationships with Customers & Vendors for effective projects for right business impact. • Provide guidance and coaching to the team to produce a positive customer outcome.• Set, monitor & improve KPIs for all technical teams to achieve.• Protect Client/Corporate information as required by the business. Establish and maintain information security roles and access privileges and perform security monitoring to minimize business operations impact of information security vulnerabilities and incidents.• Create and maintain level of service standards and operating policies/procedures for availability of the overall system as well as individual system components.• Prepare Project plans and budget recommendations for operational support as well as projects.Technology areas: IT Projects | Server Infrastructure | Cloud Infrastructure | Cybersecurity | Network Infrastructure | Email Infrastructure | Backup Services | Automation & Self-Healing
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Remote Support Manager
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Jul 2018 - May 2019
• Manage IT Service Desk team to deliver a high level of service quality and customer satisfaction for remote support & implementation services. • Define & Meet/Exceed SLA Levels for initial response and issue resolution for remote teams.• Apply best practices of monitoring and management for client’s IT infrastructure of Servers, workstations, and network devices to Maintain zero downtime at client sites.• Design, Implement and maintain business continuity / disaster recovery policies for the client IT infrastructure. • Identify and classify issues and associated root causes and provide timely resolution to prevent recurring incidents. Reduce the number of operational problems.• Design, Implement and maintain cybersecurity policies & tools to secure client IT infrastructure & information. • Manage IT Service Desk team services of maintenance, configuration, and reliable operation of client’s email management and cloud-based infrastructure.• Manage infrastructure team services of maintenance, configuration, and reliable operation of client’s systems, network devices, and virtualization Servers.Technology areas: Server Infrastructure | Cloud Infrastructure | N-able | Cybersecurity | Firewalls | Office 365 | Google Workspace | Backup Services
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SITA
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Switzerland
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IT Services and IT Consulting
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700 & Above Employee
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Team Lead - Global Server Team
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Nov 2014 - Jul 2018
• Supervise staff and ensure adequate training and development is provided to them.• Ensure day-to-day supervision of activities of team by providing appropriate personal support to enable the team to prioritize day-to-day tasks and to function to their operational potential.• In the context of the Performance Management process, provide personal feedback on performance of subordinates to line manager.• Ensure shortest implementation times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements.• Coach fellow co-workers on operational issues relying on strong working knowledge of the activities in the group.• Ensure the adherence to the highest working standards by providing guidance, support and direct management.• Act as the customer Single Point of Contact (SPOC), and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA.• When/where required, be contactable for escalations and support, on and on-call standby basis.• Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests and agreed time frames.• Management of Projects and Changes with SITA and ASPs, measuring quality of services, building and approving improvement plans, coordinating the execution of work packages and verifying the quality of improvement plan deliverables.• Report on the monthly performance of the team and provide feedback to the relevant management teams.
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Engineer - Global Server Team
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Jan 2012 - Oct 2014
• Provide Service & Infrastructure Operations support to internal and external servers for over than 290 airports in accordance with the terms of the customer contract and Service Level Agreements (SLAs).• Provide Asset Management/Compliance & Software Deployment Services using CA ITCM, Microsoft SCCM, Symantec Altiris & ZENWORKS to various airports, airline sites & cloud customers around the globe.• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems.• Provide Remote Administration and support for enterprise Active Directory Domain Services Structure, Domains, OU’s, Site Topology, GPO, Users, Groups, Computers and in general any object related to AD.• Perform change management, configurations & patching for Citrix infrastructure servers & technologies like XenServer, Web Interface, XML Broker, Data Collector, NetScaler & Edge Sight.• Perform change management, configurations & patching for Veeam Backup, RES Workspace Manager Automation Infrastructures.• Provide remote administration, support & design of McAfee, Trend Micro, Symantec, Kaspersky & Microsoft Forefront antivirus servers. • Perform operating system & application patching implementation, analysis, design and troubleshoot for various airports and airline sites worldwide. • Perform change management, configurations, design and implementation of the supported products and systems.• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.• Conduct the analysis, definition, documentation and testing of application and system enhancements.• Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations.
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Technical Project Coordinator
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Jun 2010 - Dec 2011
Manages the delivery of IT projects to different Airline companies around the globe , by providing the services of coordinating project phases and schedules , arranging support services , providing technical guidance to Field engineers on sites and track the project progress. All of these services are provided under PMI standards.
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Center of Excellence Specialist
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May 2009 - May 2010
Offer global services for different airline companies all over the world by providing a 2nd Level Support to the field engineer who goes to the Airline site and has a problem in Networks, PC Hardware/Software, Servers, Printers, Routers, Switches and Hubs. All of these services are provided under ITIL standards.
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Education
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2004 - 2009
Princess Sumaya University for Technology
Bachelor of Applied Science (B.A.Sc.), Electronic Engineering -
1991 - 2004
Al - Manhal International School
Tawjihi, Scientific Stream
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