RAMI's CV
RAMI A A ABUSHAREKH
IT Systems Support Manager
Profile summary
Strategic IT Systems Support Manager with 19 years shaping technology operations and end-to-end service delivery across GCC environments. Known for steering enterprise infrastructure capabilities, vendor governance, and cross-departmental workflows. Committed to maintaining continuous operations and aligning technology strategies with business growth goals.
Career highlights
Enterprise IT Operations Management: Directs enterprise technology operations and end-to-end IT service delivery while administering the Microsoft Dynamics 365 Finance and Operations platform.
Global Service Desk Supervision: Managed a cross-functional global service desk team supporting international corporate users across multiple time zones and executed large-scale enterprise SCCM deployments.
IT Service Management Certification: Completed training and earned the Project Management Professional credential along with maintaining ITIL v4 Foundation and Microsoft Certified Professional certifications.
Key skills
Professional experience
Directs enterprise technology operations and IT service delivery while aligning infrastructure capabilities with business growth goals. Steered platform administration, financial budgets, vendor governance, and risk management strategies across organizational divisions.
- Administers and supports the Microsoft Dynamics 365 Finance and Operations platform to ensure high availability and cross-departmental workflows.
- Managed the IT budget, negotiated vendor contracts, and governed external service providers to ensure strict adherence to deliverables.
- Established SLA monitoring metrics, meeting compliance targets while driving continuous service improvement initiatives.
- Developed IT risk management and business continuity strategies to mitigate system vulnerabilities and maintain zero-downtime operations.
Reported to executive leadership, shaping enterprise IT support strategy across global multi-site environments. Steered technical infrastructure stability while directing incident lifecycle management operations.
- Supervised proactive enterprise systems and infrastructure monitoring, identifying and resolving network and server anomalies before end-user impact.
- Produced data-driven SLA reports and executive performance dashboards to identify bottleneck areas and optimize IT operational efficiency.
Reported to executive leadership, steering a cross-functional global service desk team supporting international corporate users across multiple time zones. Oversaw an IT asset and services portfolio while designing standardized service level agreements from scratch.
- Executed enterprise SCCM deployments and critical patch management across international corporate environments.
- Led root cause analysis initiatives to eliminate recurring systemic technical errors.
Shaped technical support operations, steering enterprise user assistance across hardware, software, and network configurations while establishing internal knowledge repositories and training standards.
- Authored user training manuals and technical documentation to accelerate employee onboarding.
- Conducted incident investigations to build an internal knowledge base.
- Provided high-quality L1 and L2 technical support for enterprise users.
- Performed hands-on local and wide-area network troubleshooting alongside hardware diagnostics for end users.
Training Completed
Education
In Progress
Computer Science
Certifications
Languages
Arabic · Professional
English · Professional