Resume

Sole regional support engineer covering UAE, Oman, Qatar, and Bahrain — managing all technical and operational software issues for school networks across the Gulf region. Maintained an 80% ticket resolution rate across 200+ support tickets per academic term, consistently meeting SLA targets. Built an AI-powered knowledge base that reduced average resolution time and improved first-contact resolution rates. Managed SQL Server databases including scripts, stored procedures, and archive maintenance. Served as primary liaison between regional clients, HQ development, data, and infrastructure teams — translating technical issues into actionable business requirements. Delivered regular executive-level stakeholder reports to senior management at Lebanon HQ.

Co-manage operations, branding, and digital infrastructure for a growing pastry business. Build AI-driven workflows for order processing, customer notifications, and internal coordination. Oversee strategy, planning, and business development using modern data-driven tools.

Implemented and supported a Higher Education Student Information System (SIS) covering the full student lifecycle: Inquiry, Application, Registration, Grades, Curriculum, and Graduation. Gathered and documented client requirements from university departments; raised and managed formal Change Requests through to signed approval and live deployment. Delivered training to client departments including registrars, finance, academics, and IT teams. Supported pre-sales product demonstrations alongside the sales team. Built and maintained client-specific SQL Server reports using SSRS. Provided on-site implementation and support across: Lebanon, Egypt, UAE, Turkey, Kuwait, Erbil (Iraq), and Nigeria.

Developed the Principal Module in C# for a complete School Management System covering attendance, staff management, alerts, grades, and reporting dashboards. Designed and optimized SQL Server components including stored procedures, triggers, functions, and complex queries across all application modules. Collaborated within a team of 4 developers across the full SDLC: requirements analysis, technical design, coding, testing, and deployment. Wrote technical documentation including design documents, user manuals, and test plans.

Completed a Bachelor of Science in Computer Science with a strong foundation in programming, systems analysis, and software engineering. Graduation project involved developing a multiplayer web platform featuring online games, integrated chat functionality, and real-time notifications for player actions such as wins and eliminations. This project showcased early interests in web development, user experience, and interactive digital systems.