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
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
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
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
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
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)
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
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.
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.
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
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