Tarek Ghlay

• Responsible for implementing SITA IT Asset Management Best Practice. • Responsible for annual financial audit reconciliation and reports. • Provide Business Intelligence reports for IT assets to support different initiatives (asset depreciation, incident SLA analysis). • Responsible for rolling out AssetTrack application in 188 Airport sites and providing training for users. • Responsible for application support across the application life cycle for the AMI AssetTrack.

•Worked with Operations and Finance to achieve full alignment and reconciliation between the asset ledger and assets on the floor. •Ensured compliance to IT Asset Management standards within ordering and procurement. •Responsible for the annual financial audit reconciliation and reports for 400K IT assets located in more than 300 airports around the world. •Generate and analyze resource capacity management reports for productivity measurements.

•Handled customers’ communication as SPOC throughout the incident lifecycle. •Performed incident triage and 1st level support for Routers and VPN gateways. •Performed hierarchical and functional escalations where required when incidents could not be resolved. •Tracked escalated incidents to ensure SLA adherence. •Handled customer complaints and escalations. •Participated in Service Improvement plans. •Participated in RMA with vendors and Regional Ops.

•Supervised the installation, maintenance, testing, and documentation of the site activities. •Inspected installations to ensure adherence to design and safety standards. •Managed technical staff activities, resource allocation, and policy implementation.