AHMED ALI HASSAN

Directed comprehensive IT infrastructure and operations, encompassing VMware vSphere, Windows Server, and network architecture, to achieve robust availability and security for critical enterprise services.

Led and mentored cross-functional IT teams, fostering operational discipline and service excellence, while driving infrastructure transformation and technology modernization initiatives.

Designed and managed robust backup and disaster recovery architecture using Veeam, securing 100% system backup coverage and validated recovery readiness, ensuring business continuity.

Managed IT vendor relationships, procurement, licensing, and budgets, optimizing technology investments and achieving cost-efficiency while balancing technical needs and service quality.

Spearheaded IT service management and daily operations using ITIL frameworks, improving SLA adherence and driving continuous service improvement.

Directed IT operations across infrastructure, networking, VMware, and service desk functions, consistently achieving 99.9% infrastructure availability and ensuring robust business continuity.

Managed and mentored IT Service Desk and technical support teams, boosting first-call resolution by 35% and achieving 98% SLA attainment through process optimization.

Administered critical Microsoft 365 services and managed Windows Server/Active Directory infrastructure, enabling secure collaboration and stable enterprise operations.

Led disaster recovery and business continuity initiatives utilizing Veeam, conducting quarterly DR testing and validating recovery readiness to minimize potential downtime.

Managed annual IT budget planning, assessing infrastructure needs, vendor contracts, and technology investments, meticulously monitoring spending against approved budgets.

Managed critical Windows Server, VMware ESXi/vCenter, and enterprise workstation environments, ensuring stable and reliable day-to-day IT operations for business continuity.

Administered virtualization environments, supporting server provisioning, configuration, and performance optimization to enhance infrastructure efficiency.

Implemented and managed endpoint security, encryption, backup, and data protection controls, significantly strengthening secure and resilient IT operations.

Monitored network and infrastructure performance proactively, troubleshooting connectivity and system issues to minimize business disruption and maintain service levels.

Supported enterprise IT infrastructure and server environments, maintaining approximately 99% server availability and ensuring uninterrupted business operations.

Administered VMware ESXi environments, executing virtualization and physical-to-virtual (P2V) migrations that significantly improved infrastructure utilization and operational efficiency.

Optimized IT support processes and maintenance procedures, achieving 95% first-call resolution and reducing escalated technical tickets by 20%.

Coached and supported three junior IT engineers/technicians, enhancing team capabilities and ensuring effective knowledge transfer for improved service delivery.

Supported IT infrastructure and end-user environments for 100+ users, troubleshooting servers, workstations, and connectivity issues to maintain critical business continuity.

Provided technical support and incident resolution, achieving approximately 90% first-call resolution and restoring critical user services within 30 minutes.

Monitored IT systems and infrastructure events, proactively identifying issues and coordinating timely resolution to significantly minimize operational disruption.

Managed comprehensive IT asset inventory, hardware lifecycle activities, and technology documentation, enhancing infrastructure visibility and support readiness.

Provided comprehensive technical support for users, workstations, peripherals, and IT systems, ensuring reliable day-to-day technology operations for a large user base.

Troubleshot and resolved complex hardware, software, and connectivity issues, achieving a strong resolution rate across diverse user support requests.

Performed preventive maintenance, security patching, and backup activities, significantly improving system reliability and reducing operational disruption.

Supported hardware lifecycle activities and maintenance planning, contributing to approximately a 10% reduction in maintenance costs while effectively supporting peak business periods.