Assad Najem
Repentigny
Summary
Strategic IT leader with over 15 years of progressive experience driving cross-functional teams, optimizing systems, and implementing cost-saving initiatives. Proven track record of aligning technology with business goals to increase efficiency, reduce overhead, and deliver high-impact solutions. Adept at mentoring teams, improving operational workflows, and leading digital transformation projects.
Overview
33
33
years of professional experience
Work History
Senior Staff, IT Systems Administrator
SSENSE
Montreal, Canada
01.2024 - Current
- Mentored junior staff members, fostering career growth and enhancing team efficiency.
- Spearheaded implementation of innovative technologies, improving efficiency and reducing costs.
- Reduced overhead expenses via strategic initiatives without compromising service quality.
- Enhanced customer satisfaction through proactive support and streamlined response protocols.
- Delivered Tier 2 and Tier 3 support, improving resolution time by 30%.
Senior Manager, Technical Services
SSENSE
Montreal, Canada
02.2022 - 01.2024
- Directed cross-functional teams, reducing project delivery timelines by 20%.
- Implemented cost-saving measures, cutting annual expenses by over $200K.
- Boosted team productivity by 35% through targeted upskilling and coaching.
- Led process improvements that increased issue resolution rate by 40%.
- Evaluated hiring, promotions, and team expansion aligned with performance KPIs.
Manager, Technical Services
SSENSE
Montreal, Canada
06.2019 - 02.2022
- Reorganized support operations, decreasing resolution time by 50%.
- Integrated performance monitoring tools, enhancing visibility into KPIs.
- Introduced tools that reduced ticket handling time by 30%.
- Led team of IT professionals ensuring SLA compliance and technical excellence.
- Conducted performance reviews to align team goals with company strategy.
Senior System Administrator
SSENSE
Montreal, Canada
01.2016 - 06.2019
- Streamlined IT operations through automation and standardized configurations.
- Improved network performance, reducing downtime by 40%.
- Developed documentation improving internal knowledge sharing and continuity.
- Provided mentorship and technical support, improving end-user satisfaction.
Technical Support Specialist
SERTI Informatique
Montreal, Canada
01.2011 - 10.2016
- Supported users with hardware/software issues across local and remote teams.
- Installed/configured Cisco appliances and network equipment.
- Maintained infrastructure and delivered high-quality support services.
Technical Support Specialist
IBM Canada (National Bank)
Montreal, Canada
01.2010 - 01.2011
- Installed, configured, and supported IT infrastructure.
- Delivered remote and on-site technical support to clients.
Senior Software Designer / Service Technician
Matrix Data Index
Montreal, Canada
01.2001 - 01.2010
- Developed and maintained MDI software database in Delphi and Pascal.
- Provided network and desktop support, improving system reliability.
- Handled hardware repairs, virus resolution, and inventory tracking.
Software Designer
Eicon Technology Corp.
Montreal, Canada
01.1998 - 01.2001
- Designed monitoring tools for Eicon's DivaServer line using Visual C++.
- Maintained legacy applications and DLL interfaces for IBM solutions.
Support Specialist
NASA Security Inc.
Montreal, Canada
01.1992 - 01.1997
- Developed customer databases and implemented billing automation.
- Administered Novell and Windows NT systems.
- Led training programs that accelerated new hire productivity.
Education
A.E.C. - Programmer-Analyst
College de Rosemont
Montreal, QC01.1998
D.E.C. - Administration
C.E.G.E.P. Montmorency
Laval, QC01.1990
Skills
- Staff Management
- Resource Allocation
- Strategic Planning
- Partnership Development
- Cross-Functional Team Leadership
- Process Improvement
- Workflow Automation
- Reporting Oversight
- Emergency Response Planning
- ITIL Practices
- Amazon Web Services (EC2, S3, IAM, VPC)
- VMware ESXi/vCenter
- Virtualization Strategy
- Cloud Infrastructure Management
- Windows Server
- Linux Systems
- SQL Server
- PowerShell Automation
- Shell Scripting
- Active Directory
- Group Policy
- OpenVPN
- Cisco Appliances
- Firewall Management
- Secure File Transfers
- Network Architecture
- Zero Downtime Planning
- Chrome OS Administration
- Endpoint Support
- Technical Troubleshooting
- Tier 2/3 Support
- SLA Monitoring
- Executive Communication
- Cross-Department Collaboration
- Stakeholder Management
- Staff Training & Mentoring
Accomplishments
- Led a global team of 16 (4 on-site, 12 offshore), improving SLA compliance by 25% through streamlined workflows and performance coaching.
- Resolved persistent WMS issues, achieving a 30% increase in uptime and reducing related ticket volume by 40%.
- Automated secure vendor file transfers, saving over 15 hours/week and eliminating manual errors.
Languages
English
French
Arabic
Timeline
Senior Staff, IT Systems Administrator
SSENSE
01.2024 - Current
Senior Manager, Technical Services
SSENSE
02.2022 - 01.2024
Manager, Technical Services
SSENSE
06.2019 - 02.2022
Senior System Administrator
SSENSE
01.2016 - 06.2019
Technical Support Specialist
SERTI Informatique
01.2011 - 10.2016
Technical Support Specialist
IBM Canada (National Bank)
01.2010 - 01.2011
Senior Software Designer / Service Technician
Matrix Data Index
01.2001 - 01.2010
Software Designer
Eicon Technology Corp.
01.1998 - 01.2001
Support Specialist
NASA Security Inc.
01.1992 - 01.1997
D.E.C. - Administration
C.E.G.E.P. Montmorency
A.E.C. - Programmer-Analyst
College de Rosemont