Fadi Ayoub
Orlando,United States
Summary
Senior IT Site Operations professional with an MBA in IT Management and 7+ years of experience enhancing system performance and uptime. Proficient in Robot Operating System (ROS) and adept at managing IT ticketing systems and service Desk issues to boost efficiency. Demonstrates strong analytical skills and a commitment to continuous improvement, ensuring seamless business continuity and exceptional customer satisfaction. Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
13
13
years of professional experience
Work History
Senior IT Site Operations || Center of Excellence
Ocado Engineering
Orlando, United States
09.2023 - Current
- Lead IT site operations, boosting system performance and uptime, ensuring seamless business continuity.
- Identify and resolve operational challenges, driving significant improvements through analytical skills.
- Provide clear direction and leadership, aligning team efforts with organizational objectives.
- Manage IT and computer systems, identifying issues and implementing timely strategic solutions.
- We are monitoring business systems operations.
- Resolution, escalation, and management of logged incidents.
- Point of contact for client operational teams and a conduit into Engineering Ops and technology.
- Managed IT Ticketing System: Administered and optimized the company's IT ticketing system, increasing overall efficiency.
- We have provided exceptional support to end-users, maintaining a 95% customer satisfaction rating.
- They generated detailed reports and dashboards to monitor ticketing system performance and identify areas for improvement.
- Analyzed system performance metrics to identify issues, implementing timely solutions to ensure seamless business operations.
- Trained and coached team members on Standard Operating Procedures, fostering a collaborative environment and enhancing team performance.
- Managed vendor relationships to source cutting-edge software, driving technological advancements and aligning IT capabilities with business goals.
- Ensured system reliability and efficiency, enhancing team productivity through rapid technology adoption.
- Resolved complex IT issues, demonstrating strong problem-solving skills and commitment to excellence.
- Collaborated with cross-functional teams for seamless IT support, achieving shared goals efficiently.
- Engaged in continuous learning and professional development, showcasing dedication to IT support.
- Optimized IT systems, implementing improvements that reduced downtime and enhanced efficiency.
- Facilitated seamless IT support by partnering with cross-functional teams, achieving operational excellence.
- Developed and implemented a comprehensive training program to ensure employees had the necessary tools and knowledge to achieve excellence in their roles.
- Coordinated with department heads to identify areas of improvement, develop strategies for success, and measure results.
- Provided leadership and guidance to staff on best practices and processes for achieving excellence in customer service.
- Monitored performance metrics to assess effectiveness of initiatives and make adjustments as needed.
IT Operational System Support
Ocado Engineering
Orlando, United States
04.2022 - 10.2023
- Managed IT Ticketing System: Administered and optimized the company's IT ticketing system, resulting in a 20% increase in overall efficiency
- Resolving technical issues as part of the OSS team
- Monitoring business systems operations
- Monitored Robot and grid status, ensuring operational efficiency and meeting KPI targets
- Coordinated software roll-outs, maintaining up-to-date Robot fleet software
- Communicated across departments to optimize equipment use and assist in planning
- Investigated grid cell locks, charging ports, and Robot health issues
- Supported operations by monitoring Grid and Robot activities for efficiency
Robotics Operator Engineer
Ocado Engineering
Orlando, Florida
01.2024 - Current
- Investigate any stoppage on the grid that pauses the operation and see through to resolution, including escalating to off-site support and remotely connecting to the robots.
- Monitor the status of both the robots and the physical grid – investigating locked grid cells, charging ports, and general robot health.
- Communicate across multiple departments to ensure that the right equipment is being used to maximize operational efficiency and assist with planning.
- Coordinate robot software rollouts to keep the most up-to-date software running across the robot fleet.
- Support to the Operation through monitoring the activities and efficiency of the Grid and Robots.
- Meet the KPI targets.
Robotics Specialist
Amazon Robotics
Orlando, United States
12.2018 - 08.2020
- Remotely repaired and monitored robot fleet, ensuring continuous operation and KPI compliance
- Collaborated with multiple departments to optimize equipment use and enhance operational efficiency
- Coordinated software updates for robots, maintaining the latest versions across the fleet
- Assisted in planning and implementing strategies for improved robotic performance
- Achieved measurable improvements in operational efficiency through effective communication and coordination
Technical Support Team Lead
Cituress TV/ Extensya
Dubai
09.2016 - 12.2018
- Led inbound, outbound, sales, and technical support teams, ensuring smooth call center operations.
- Resolved team support issues efficiently, maintaining high customer satisfaction.
- Coached team members to enhance productivity and service quality.
- Handled customer calls with professionalism, addressing concerns calmly and knowledgeably.
- Trained new employees on company policies and service standards, ensuring KPI and SLA adherence.
- Coordinated technical support team members to ensure customer service standards were met.
- Provided technical guidance and assistance to staff on assigned projects.
- Resolved escalated technical issues from customers in a timely manner.
Web Application Developer
Integrated Horizon
Dubai
01.2012 - 02.2024
- Developed web applications utilizing HTML, CSS, JavaScript and React.js.
- Designed user interfaces for websites and mobile applications.
- Implemented new features to enhance the usability of web applications.
- Provided technical support for customers experiencing issues with web applications.
- Assisted in troubleshooting production issues when they arise in a timely manner.
Education
Master of business administration (MBA) - MBA in IT Management
Western Governors University
Salt Lake City08.2021
Bachelor's degree - Computer Software Engineering
Philadelphia University
03.2013
Microsoft Certified Technology Specialist: Office SharePoint Server 2007, Configuring (MCTS) -
intergraded horizons
02.2013
Skills
- Robot Operating System (ROS)
- Customer Service Management
- IT Management
- Customer Experience
- Troubleshooting
- Management
- Production Support
- IT Operations
- Warehouse Operations
- Customer Support
- Business Support System (BSS)
- Information Technology
- Technical Support
- Robotics
- Customer Service
- ROBOTC
- Testing
- Leadership
- Engineering
- Coaching
- Web Development
- Business
- Organizational Development
- Innovation management
- Supplier quality management
- Corrective Action Planning
- Quality Management
- Product Testing
- Team Leadership
- KPI Tracking
- Program Administration
- Manage operations
- Customer Relations
- Organizational Skills
- Performance measurement
- Desktops, Laptops, and Mobile Devices
- Training Management
- Performance Evaluation and Monitoring
- Decision-Making
- Supply Chain Management
- Operations Management
- Administrative Management
Languages
- Arabic, Native
- English, Native
Timeline
Robotics Operator Engineer
Ocado Engineering
01.2024 - Current
Senior IT Site Operations || Center of Excellence
Ocado Engineering
09.2023 - Current
IT Operational System Support
Ocado Engineering
04.2022 - 10.2023
Robotics Specialist
Amazon Robotics
12.2018 - 08.2020
Technical Support Team Lead
Cituress TV/ Extensya
09.2016 - 12.2018
Web Application Developer
Integrated Horizon
01.2012 - 02.2024
Master of business administration (MBA) - MBA in IT Management
Western Governors University
Bachelor's degree - Computer Software Engineering
Philadelphia University
Microsoft Certified Technology Specialist: Office SharePoint Server 2007, Configuring (MCTS) -
intergraded horizons
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