Open to opportunities

Hisham Imad

@hishamimad

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Adept IT Service Delivery Specialist with 14 years of experience.

India

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What I'm looking for

I am looking for a role that fosters innovation, values teamwork, and offers opportunities for professional growth.

I am a result-oriented professional with nearly 14 years of experience in IT Service Delivery, specializing in global IT infrastructure support and service desk operations. My expertise lies in managing cross-functional teams and optimizing service delivery to meet business and client expectations. I have a proven track record in incident and escalation management, ensuring efficient resolution of P1/P2 incidents in line with client protocols.

Throughout my career, I have been passionate about leveraging technology to streamline IT operations and improve service outcomes. I have successfully led teams, driven performance improvements, and collaborated with senior management to make data-driven decisions. My commitment to enhancing operational efficiency and customer satisfaction has been a key driver in my professional journey, and I am eager to bring this expertise to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

Current

Lead, Service Delivery Specialist

Current

Accenture

Nov 2024 - Present (7 months)

Leading a new project focused on the transition phase and preparing for live production deployment. Collaborating with key stakeholders for knowledge transfer and managing client escalations to ensure timely resolution and adherence to SLAs.

Incident Management Team Leadership Process Optimization Stakeholder Management

Lead, IT Service Desk

Galaxe Solutions

Nov 2022 - Nov 2023 (1 year)

Oversaw a global IT Helpdesk team, ensuring smooth IT support services for Cigna USA. Managed critical incidents, monitored SLAs and KPIs, and conducted performance assessments to enhance service delivery.

IT Service Management Incident Management SLA

IT Team Leader (Service Delivery)

HCL Technologies

Feb 2019 - Nov 2022 (3 years 9 months)

Managed a team of IT support engineers, ensuring consistent service delivery and SLA compliance. Developed process improvements and directed incident management for P1/P2 incidents.

Service Delivery Process Improvement Incident Management Team Leadership Performance Metrics

Project Engineer

Kharafi National

Nov 2015 - Nov 2016 (1 year)

Led a team of IT engineers to ensure service delivery in accordance with SLAs. Coordinated incident resolution and contributed to technical specifications for contracts.

Project Management Team Management

Telecom Engineer

Sultan Telecom

Apr 2012 - May 2015 (3 years 1 month)

Provided troubleshooting and support for network issues in LAN and WAN environments. Managed escalations and administered Active Directory for user management.

Active Directory LANs & WANs Escalation Management

Radio Communication Engineer

Indra Sistemas

Apr 2012 - Jul 2012 (3 months)

Configured and managed Voice Communication Systems, ensuring system reliability. Conducted factory acceptance tests and managed TETRA systems for secure communication.

System Configuration TETRA Management Quality Testing

Telecom Support Engineer

KNETCO

May 2009 - May 2012 (3 years)

Provided support for network troubleshooting and configured new hardware. Administered VLAN technologies and maintained network security through Active Directory.

VLAN Troubleshooting Active Directory Management

Education

Degrees, certifications, and relevant coursework

International Institute of Information Technology

Master of Science, Networking and Telecom

2005 - 2007

Completed a Master of Science in Advanced Networking and Telecom, focusing on advanced concepts in networking technologies and telecommunications systems.