Maen Mubaslat
Manager - IT Operations and End User Service
Profile summary
IT Management Professional with 15+ years of experience in technical support, customer relationship management, project planning, and business process optimization. Certified Project Management Professional (PMP) and Professional Scrum Master (PSM). Highly organized, self-motivated, and thrives in high-pressure environments, delivering results on tight deadlines with proactive initiatives. Take pride in:
Career highlights
IT Operations and end user support and IT project management: • IT professional with experience across technical support and project coordination • Strong in troubleshooting, service desk operations, and SLA-driven delivery • Hands-on in project planning, execution support, and stakeholder coordination • ITIL-certified with strong communication between technical teams and business users
Key skills
Professional experience
Key Responsibilities: Manage day-to-day IT operations including desktop support, PC refresh cycles, imaging, and resolution of hardware, software, and network issues. Manage and support multiple operating systems: Windows OS, macOS, Chrome OS, and Android OS (configuration, imaging, and troubleshooting). Oversee IT Service Desk workflows, ensuring tickets are accurately categorized, prioritized, and resolved within SLA. Manage major incident response: coordinate rapid resolution, lead communications, and conduct post-incident reviews. Oversee endpoint security by resolving issues related to malware, security risks, and device vulnerabilities. Ensure ITIL best practices across incidents, problems, and change management processes. Maintain documentation including SOPs, troubleshooting guides, and process documents. Perform weekly audits to ensure accurate consumable and asset inventory. Partner with executives to support meetings, conference technology, and high-priority events. Lead vendor coordination to ensure timely delivery of end-user support services. Manage SLAs and KPIs for service quality and operational performance. Create, assign, and manage support tickets within the ITSM system. Provide team leadership including coaching, mentoring, training, and performance management. Collaborate with cross-functional IT teams on enterprise initiatives and infrastructure projects.
Key Responsibilities: Gather, define, and document business requirements with project sponsors and business champions. Work with cross-functional teams across Finance, Sales, Procurement, and Operations. Manage vendor relationships, track milestones, and ensure timely delivery of project tasks. Identifying, analyzing, and mitigating project risks and issues. Support the change management lifecycle: documentation, risk assessment, CAB participation, and approval processes. Working closely with the Finance team to finalize CAPEX and OPEX for IT projects, ensuring proper budget planning, cost tracking, and financial alignment. Verify project scope alignment to the project plan; submit change requests when required. Identify project stakeholders and capture requirements through interviews, workshops, surveys, document analysis, use cases, and workflow mapping. Conduct business application evaluations and provide recommendations to support operational needs. Support testing cycles, UAT, training, and system deployment activities. Conduct impact analysis, assess change readiness, and identify training needs. Provide documentation and support for organizational change management activities.
Key Responsibilities: Review and analyze customer satisfaction feedback, including concerns/issues, to identify root cause and present big picture service and process solutions. The ability to carefully listen to the client, understand their problems and associate those problems with the firm’s products and services. Ensure implement customer service policies, system, processes, and procedures to ensure efficient handling of calls/queries received in the most efficient manner and as per the agreed SLAs (Service Level Agreement). Generate and analyze KPI and quarterly departmental transaction reports as per management request. Serve as an expert on customer experience data, solutions, and innovations. Ensure excellence in customer service, attend to all customer enquiries related to online services and liaise with the back-office for smooth operation delivery.
Key Responsibilities: Inspect quality and timeliness of customer service responses made via recorded phone calls, email, social media, or fast chat. Assisting clients for Free zones, Immigration rules and regulations. Solve complex problems raised by business partners to ensure customer satisfaction. Manage a service desk team and provide government services for Business Partners. Analyze the customer satisfaction response and customer complaints to use as educational tools for staff development in the management of service excellence delivery. Keep up to date with other departments to get the best practice to improve customer satisfaction. Identify and refer to problematic cases to management for resolution, providing background information, as necessary. Prioritize and execute multiple projects and tasks with minimal supervision or direction. Scale the support processes in strategic ways; develop new processes and improve upon existing processes.