Isak M.

• Own tier-3 support for a 25-application portfolio serving ~1,000 users across head office and plant locations, sustaining 95% SLA compliance. • Led the end-to-end migration of EBA — the ~1,000-user expense and travel request platform — onto Synergy, a next-generation mobile and desktop application. Planned the cut-over calendar, directed one developer against business requirements, identified downstream impacts and prepared mitigations in advance, selected UAT user groups, and reported weekly to the IT team across the one-year programme. • Direct and prioritise the workload of two remote contractors alongside day-to-day application support delivery. • Manage application lifecycle activity — installation, configuration, upgrades, system security and proactive health monitoring — and drive escalations through global engineering, vendors and internal development teams. • Authored operational procedures and technical documentation that cut the repeat-incident rate from ~50% to ~20% and raised the first-time fix rate.

• Delivered ~45 IT infrastructure, middleware and Laboratory Information System (LIS) deployments across a 10-country region — ~30 hospital and laboratory sites in Bahrain, Oman, the UAE, Kuwait, Saudi Arabia and Qatar, plus ~15 in Türkiye. • Completed new installations on a two-week standard cycle at a 93% on-time delivery rate, working to Statement of Work (SOW) scope, contracted SLAs and regional healthcare regulatory standards. • Acted as regional escalation lead for complex technical incidents, coordinating global engineering teams, hospital IT leadership and third-party distributors. • Trained 10 field service engineers and a 5-person global call centre team on deployed systems.

• Ran IT site operations for a 100-user location as primary liaison to global IT teams in Europe and the United States. • Assessed the local IT environment, identified two infrastructure gaps in Wi-Fi and telecom, and mitigated both within tenure. • Led incident response and maintenance across servers, networks, telephony and remote access systems, and reported operational KPIs to leadership.

• Delivered IT operations and end-user support for the 80-person MEA headquarters function, predominantly an international team, within Microsoft's ~500-person Istanbul office — extending support to the wider office and contributing to projects run jointly with other MEA offices. • Provided VIP support to ~20 senior executives, including the MEA Regional President, the Country General Manager and the regional Finance, Sales & Marketing, IT and HR Vice Presidents. • Designed and built the Field IT Services – Deep Dive Analysis Power BI dashboard, integrated with ServiceNow and surfaced through a web dashboard; adoption grew from ~50 users in Türkiye to ~200 across MEA and ~450 worldwide. • Managed IT asset lifecycle for ~1,000 laptops and associated devices, covering demand forecasting, inventory control and user onboarding sessions. • Coordinated technical delivery for approximately eight senior leadership events and global video conferences per year, including the visit of Microsoft's global president to the Istanbul office. • Supported enterprise infrastructure, datacentre equipment and networking alongside global engineering teams, and managed escalation for infrastructure disruptions. Awards: MEA IT Rising Star Award (2014); MEA Customer Partner Experience Award (2016).

• Hardware diagnostics, warranty repairs, and workstation and peripheral rollouts for corporate users. • Enterprise data migration, system backups and user transition support. • Informally mentored colleagues joining the helpdesk team.

• Managed server room infrastructure and enterprise networking across serviced office sites. • Configured and supported Cisco routing and switching, Avaya IP telephony and Polycom video conferencing systems.

Graduate capstone project: Advantages of IoT Technologies in Healthcare Industry