Azzam Massalkhi
Director of Technical Services @Techio
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WORK HISTORY
Director of Technical Services @Techio
Orange County, CA, US
Led national technical service operations for Techio, including overseeing various key projects annually, driving service planning, and directing delivery teams to achieve client goals and organizational targets.• Achieved a high project success rate and maintained client satisfaction scores above by streamlining project implementation in collaboration with clients\' IS and PMO teams.• Developed and executed quarterly service plans to increase service scope, supporting revenue growth.• Reduced downtime and enhanced operational efficiency by improving systems management capabilities for client sites using EMR systems (EPIC, Cerner).• Decreased critical incidents by proactively identifying service challenges through trend analysis to improve issue resolution efficiency.• Managed risk in service delivery by analyzing tracked data and implementing contingencies to maintain a 99% uptime rate across all services.• Achieved measurable service improvements by decreasing average response times (OLA) 18% and resolution times (SLA) 5%, resulting in increasing client satisfaction.• Enhanced client technical processes by developing efficient workflows and enterprise IT policies focused on boosting process efficiency.
EDUCATION
The University of Texas at Arlington
BEE, Management Courses
Damascus University
Engineering, Electronic & Communication Engineering
SKILLS
ABOUT AZZAM MASSALKHI
Seasoned Director of Service and Operations showcasing over 15 years of leading technical service teams, driving customer satisfaction, and managing global service operations within regulated industries, including healthcare and technology services. Passionate about building and motivating high-performing teams, developing strategic service plans, and implementing initiatives that reduce response times and increase efficiency. Expert at managing vendor relationships, ensuring SLA compliance, and resolving critical customer escalations. Committed to collaborating with cross-functional teams to align service operations with organizational goals and deliver measurable results.
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