Mohammed Hamed
Senior Technical Project Manager
Mosta Maltase (EU Citizen)
Summary
Highly experienced and results-driven Technical Project Manager with over a decade of expertise in leading technical teams, managing complex IT projects, and delivering robust solutions. Proven ability to bridge the gap between technical teams and business stakeholders, ensuring projects are completed on time, within budget, and to high-quality standards. Adept at problem-solving, process optimisation, and fostering collaborative environments to achieve strategic objectives. Experienced in leading Microsoft project operations solutions.
Overview
29
29
years of professional experience
2013
2013
years of post-secondary education
13
13
Certifications
Work History
Senior Technical Consultant
Open Text
09.2014 - Current
- Led a high-performing technical support team, overseeing daily operations and ensuring adherence to service level agreements (SLAs) for complex technical issues.
- Managed critical technical inquiries, acting as a primary point of contact for high-value customers and partners, fostering strong relationships.
- Implemented and optimized support processes, resulting in improved efficiency and customer satisfaction.
- Achieved and consistently exceeded Key Performance Indicators (KPIs) related to issue resolution, communication, and team performance.
- Contributed to knowledge base development, creating and updating internal and external documentation to streamline support and reduce recurring issues.
- Provided comprehensive technical guidance and training to clients, simplifying complex technical concepts for diverse audiences.
- Utilized case management systems to track, prioritize, and expedite incident resolution, ensuring effective and high-quality support delivery.
- Conducted User Acceptance Testing (UAT) and functional testing to ensure solutions met client requirements and quality standards.
IT Executive
RETAIL INTERNATIONAL GROUP
06.2013 - 06.2014
- Managed and improved IT infrastructure, including system monitoring, backup solutions, and disaster recovery planning to ensure data security and business continuity.
- Developed and enforced IT policies and best practices across all departments, enhancing security posture and operational efficiency.
- Led the successful IT implementation for new retail outlets, coordinating with cross-functional teams to ensure seamless system integration.
- Designed, configured, and maintained IT systems, including PABX systems and access points, to support business operations.
- Provided training and shared best practice procedures for data sharing and system usage to internal teams.
IT Administrator
Saint James Hospital Malta
06.2011 - 11.2011
- Provided comprehensive IT infrastructure planning, consultancy, and configuration services.
- Managed overall maintenance of IT equipment and systems, ensuring optimal performance and reliability.
- Installed and configured various hardware and software components, including servers, networks, firewalls, and backup solutions.
- Conducted regular system audits and performance tests to proactively identify and resolve potential issues, minimizing downtime.
Senior IT Administrator
Al-Attiya Computer & Technology
05.1996 - 04.2011
- Administered and maintained internet/intranet infrastructure, including web, FTP, news, and mail servers.
- Implemented and managed web site security measures, such as firewalls and message encryption, to protect sensitive data.
- Collaborated with development teams to analyze and resolve usability issues, contributing to improved system functionality.
- Managed disaster recovery plans, including regular testing and modification of applications and data to ensure business continuity.
Education
Diploma of Middle Management -
Bachelor of Science - Computer Science and Information Technology
Dissertation project: Developed a database system for the outpatient system of Ain Shams University, Cairo.
Skills
Project Management:
Project Planning & Execution
Stakeholder Management
Team Leadership & Coordination
KPI Management
Application Support
Troubleshooting & Diagnostics
UAT Testing
Functional Testing
Leadership & Soft Skills:
Team Building & Mentorship
Customer Relationship Management
Client Account Management
Microsoft Dynamics
Microsoft Operations
Certification
Scrum Foundation Professional Certification - SFPCM
Accomplishments
- Employee of the Month: December 2023, November 2023, September 2020
- Employee of the Year: 2021, 2017
- Outstanding Member JCI MALTA 2017
Timeline
Senior Technical Consultant - Open Text
09.2014 - Current
IT Executive - RETAIL INTERNATIONAL GROUP
06.2013 - 06.2014
IT Administrator - Saint James Hospital Malta
06.2011 - 11.2011
Senior IT Administrator - Al-Attiya Computer & Technology
05.1996 - 04.2011
6 October University - Bachelor of Science, Computer Science and Information Technology
Institute of Hospitality UK - Diploma of Middle Management,