Mourad Sharan

• Lead the delivery and upkeep of customer-facing technology, both internal and external.
• Manage organisation-wide operating systems efficiently.
• Oversee daily operations and provide technical support to individuals and teams.
• Maintain IT devices and infrastructure while promptly troubleshooting issues.
• Develop and maintain comprehensive documentation for incidents, service requests, problem and change management tickets, and customer communications.
• Proficient in MS Windows Desktop, Basic networking (Aruba wired/wireless), Active Directory, Office 365, VoIP/Unified Communications, Structured Cabling, mobile devices (iOS & Android), and POS systems.
• Demonstrated experience in IT Service Management with strong analytical and problem-solving skills.
• Thrive in a collaborative team-oriented work environment.

• Serve as the primary point of contact for E2E incident management and technical assistance.
• Employ diagnostic techniques and questions for effective troubleshooting and solutions.
• Collaborate with Service Desk Manager to ensure adherence to contracted Services and SLAs.
• Review and optimise services to meet client needs while upholding policies and procedures.
• Analyse calls/emails to identify procedural and technical trends and knowledge gaps.
• Contribute to support, process, training, and knowledge documentation.
• Engage in Quality Assurance reviews for ongoing self-improvement.
• Identify and propose enhancements in tools and processes.

• Proficient in risk identification and effective communication.
• Strong problem-solving and efficient resolution capabilities.
• Thrive in high-risk settings, collaborating with diverse stakeholders.
• Manage social media and marketing for Commonwealth Bank, addressing public and private inquiries.
• Successfully multitask while maintaining consistent SLA adherence.

• Demonstrated expertise in balancing active listening and effective questioning to understand customer needs.
• Exhibit responsibility by taking ownership of customer and staff requests, using sound judgment to escalate when necessary.
• Uphold a deep understanding of products, adapting to an evolving banking landscape.
• Proactively self-monitor and embrace feedback to meet KPIs in telephony stats, schedule adherence, and risk management.
• Employ strong communication skills to educate and assist customers, while collaborating with team members and stakeholders.