AHMAD MASALMEH
Sr. IT/OT Infrastructure Engineer
Amman
Summary
Professional with strong background in infrastructure management, skilled in network administration, systems integration, and IT project coordination. Known for fostering collaboration and driving results, adaptable to evolving needs and dependable in high-pressure environments. Adept in leveraging technical expertise and strategic planning to optimize IT infrastructure and enhance operational efficiency. Skilled communicator and team leader, focused on achieving organizational goals.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
IT/OT Infrastructure Manager
SAM Engineering & Trade
Amman, Amman Governorate
03.2024 - Current
- Oversee the design, implementation, and management of IT and OT (Operational Technology) infrastructure to ensure seamless integration and operational efficiency.
- Lead a multidisciplinary team to maintain high availability, performance, and security of network, server, and control systems.
- Develop and enforce IT/OT policies, procedures, and standards to comply with industry regulations and organizational goals.
- Manage IT/OT projects, from conceptualization to execution, ensuring alignment with business objectives and timely delivery within budget.
- Collaborate with cross-functional teams to align IT and OT environments, fostering improved communication and operational synergy.
- Ensure cybersecurity measures are integrated into IT/OT systems to safeguard against threats and vulnerabilities.
- Monitor system performance, conduct root cause analysis, and implement solutions to minimize downtime and optimize productivity.
- Oversee vendor management, including negotiation of contracts, SLAs, and procurement of equipment and services.
- Conduct risk assessments and implement disaster recovery and business continuity plans for critical IT/OT systems.
- Drive innovation by researching and adopting new technologies to enhance infrastructure capabilities and meet evolving business needs.
Sr. IT/OT Projects Engineer
SAM Engineering & Trade
08.2019 - 03.2024
- Completing detailed equipment design reviews & resolving equipment technical issues during the design stage.
- Break down the project into main milestone and set time frame for each one.
- Start implementing the Hardware assembly and software developing for the SCADA and the rest components.
- Handle the work to the junior team after giving them the proper training, tools they might need.
- Test the work before jump to next milestone and monitor the progress for each phase.
- Prepare the proper documentation for the project.
- Identified areas for process improvement within engineering workflows, leading to more efficient operations and increased productivity.
- Increased customer satisfaction through consistent delivery of high-quality products and services on time and within budget.
Senior Technical Support Engineer, Team Lead
Security Management System SMT
09.2018 - 08.2019
- Provide expert-level technical support, troubleshooting, and resolution for complex hardware, software, and network issues across diverse environments.
- Manage and lead a team of support engineers, mentoring and training team members to enhance technical proficiency and service excellence.
- Act as a point of escalation for critical incidents, ensuring timely issue resolution and clear communication with stakeholders.
- Coordinate with cross-functional teams, including development, quality assurance, and product management, to address customer feedback and implement product improvements.
- Develop and implement best practices, processes, and workflows to optimize technical support operations.
- Monitor team performance metrics, preparing regular reports to assess productivity, customer satisfaction, and SLA compliance.
- Lead technical workshops, webinars, and training sessions for both internal teams and external clients.
- Contribute to knowledge base development by documenting solutions and publishing technical articles.
- Foster a customer-first culture, ensuring high levels of satisfaction and loyalty through exceptional service delivery.
IT Support Specialist
Freelance, self-employed IT Professional
08.2016 - 06.2018
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
Senior Network Engineer
FastRabbit Co.
01.2015 - 08.2016
- Configured, tested and maintained LAN/WAN components and connections.
- Backed up support desk team to handle user problems and technical concerns.
- Built and improved network documentation and training procedures to lead successful team completing high-quality work.
- Analyzed existing network and application architectures, presenting findings on possible enhancements and improvements to senior decision-makers.
- Improved system reliability through proactive monitoring of network performance metrics and capacity planning initiatives.
- Mentored junior engineers on best practices in networking technologies, resulting in increased team efficiency and effectiveness.
- Recommended network security standards and upgrades to management.
System Network Administrator
Professional Engineers Trading Agencies - PECo
01.2012 - 12.2014
- Administration, Troubleshooting and installation for Microsoft windows server 2003 - 2012
- Servers' Backup (Daily, Weekly and Monthly), Manual and Auto plan
- Established, repaired, and optimized networks by installing wiring, cabling, and devices
- Investigated and corrected problems with printers, copiers, and other peripheral devices
- Set up hardware and software in optimal configurations
- Support the end users and ensure that all the technical cases are solved
Senior Technical Support Officer
Upright for Training & Solutions
05.2010 - 12.2011
- PC Software and Maintenance
- Network Establishment and Maintenance
- ICDL & (A+) Courses Trainer
IT Technical Support Intern
Jordan Education Initiative (JEI)
10.2008 - 12.2009
- Streamlined IT support processes for quicker response times and increased user satisfaction.
- Provided comprehensive technical support to end-users, ensuring minimal downtime and swift issue resolution.
- Assisted in the development of IT policies and procedures, promoting best practices across the organization.
- Managed hardware inventory, ensuring timely replacement and proper disposal of outdated equipment.
- Implemented automated backup solutions, safeguarding critical business data from loss or corruption.
- Enhanced network security by implementing regular updates and monitoring software vulnerabilities.
Education
Bachelor of Information Technology - Software Engineering
University of Petra
Amman, Jordan 06.2004 - 07.2008
Skills
Virtualization Systems
Security Systems
Backup Solutions
IT asset management
IT budgeting
Data center management
IT security management
Hardware troubleshooting
Service delivery
Task prioritization
Backup and recovery
Software deployment
Capacity planning
Staff oversight
Information security
Network administration
undefinedProfessional Certificates
- Certified Information Security Manager (CISM) - Preparing.
- Certified Information Security Professional (CISP) - Preparing.
- Certified Ethical Hacker CEH v.11 – EC Council.
- IoT Fundamentals – CISCO.
- Sophos Certified Engineer – Sophos Partner Portal.
- Fortinet NSE 1,2,3,4 – Fortinet Partner Portal.
- Kaspersky - Professional (KLE 002.10, KLE 019.10) – Kaspersky.
- CCNAv7: Enterprise Networking, Security, and Automation– CISCO.
- CCNAv7: Switching, Routing, and Wireless Essentials – CISCO.
- Cybersecurity Essentials – CISCO.
- Networking Essentials – CISCO.
- ET01 - Sophos Central Overview – Engineer – Sophos Partner Portal.
- CompTIA Security+ - CompTIA.
Timeline
IT/OT Infrastructure Manager
SAM Engineering & Trade
03.2024 - Current
Sr. IT/OT Projects Engineer
SAM Engineering & Trade
08.2019 - 03.2024
Senior Technical Support Engineer, Team Lead
Security Management System SMT
09.2018 - 08.2019
IT Support Specialist
Freelance, self-employed IT Professional
08.2016 - 06.2018
Senior Network Engineer
FastRabbit Co.
01.2015 - 08.2016
System Network Administrator
Professional Engineers Trading Agencies - PECo
01.2012 - 12.2014
Senior Technical Support Officer
Upright for Training & Solutions
05.2010 - 12.2011
IT Technical Support Intern
Jordan Education Initiative (JEI)
10.2008 - 12.2009
Bachelor of Information Technology - Software Engineering
University of Petra
06.2004 - 07.2008
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