Senior IT Assistant (Senior Information Technology Assistant)
Saudi French Company for Duty Free Operations & Management
Total years of experience :13 years, 2 Months
• Administrating SAP Accounts, Providing the requested T codes access to the concern users based on their work profile.
• Providing support to all help desk related operations and manage all user technical requirements and provide support to all the users of the company.
• Administrating Windows, MS Office, Outlook 365 user accounts.
• Administrating the Win Shop Point of Sales users.
• Taking remote access of POS and troubleshooting issues when required.
• Coordinating with the centralized IT team in Paris and resolving the issues related to KSA region.
• Administrating SAP Accounts, Providing the requested T codes access to the concern users based on their work profile.
• Providing support to all help desk related operations and manage all user technical requirements and provide support to all the users of the company
• Assists in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure.
• Monitor Running projects, IT budgets, priorities, standards, procedures, and overall IT performance.
• Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.
• Resolves or escalates issues in a timely fashion.
• Understands how to communicate difficult/sensitive information tactfully.
• Relays relevant IT-related information to the company in a timely manner.
• Initiates and implements improvements in all areas of IT responsibility.
• Responds on upper-management direction.
• Identifies and provides standards for gathering information for use in trend analysis and reports information to company management.
• Oversees all help desk activities at the regional level.
• Responds to escalated help desk issues.
• Oversees the administration and maintenance of our Company used software.
• Interacts with users on all levels to help resolve IT-related issues and provides answers in a timely manner.
• Coordinate priorities between the IT department and user departments.
• Ensures that company assets are maintained responsibly.
• Review the adequacy and allocation of IT resources, equipment and service levels.
• Providing IT support to 80+ stores across the kingdom
• Providing support to all help desk operations and manage all products according to user requirements and provide support to all internal and external users of the company.
• Installation and configuration of Active Directory on Windows Server 2008 R2 server 2012 R2 .
• Implementation of Microsoft Dynamics ERP software to the users and servers.
• Responsible for installing and configuring of Microsoft Dynamics software.
• Have also been part of the implementation team for the new ERP (MS Dynamics) in the organization.
• Troubleshooting issues related to Microsoft dynamics and contacting vendors if and on required basis.
• Setting up user accounts, permissions and passwords.
Provide Daily, Weekly and Monthly backup of all the Servers.
• Take the remote access and troubleshooting the issues
• Installing and configuring the servers as required with Raids.
• Responsible to make sure the servers are up in running and the stores are live and connected remotely.
• Configuring emails on outlook and mobile phones.
• Monitoring stores and connecting them using VPN .
• Remotely connecting to stores using softwares like teamviewer/VNC/Ammy etc.
• Installing and configuring computer hardware operating systems and applications;
• monitoring and maintaining computer systems and networks;
• Taking staffs or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
• Ensures that the Incident escalates to the next level if it has not been resolved within the specified time frame.
• Accurately assesses and records problems in the problem management tool.
• Facilitates all requests to reset passwords and unlock accounts.
• troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• replacing parts as required;
• providing support, including procedural documentation and relevant reports
• setting up new users' accounts and profiles and dealing with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritizing and managing many open cases at one time;
• Working in Shifts to provide 24X7 Support
• Working as an L1 Support as the service desk agent providing technical support for the devices at the stores
• Providing support for almost 7000 chain of stores
• Making sure that all the devices should communicate with the server
• Configuring the Devices if needed
• Wireless issues, troubleshooting
• Pinging the IP Addresses to check the communication between the devices and the various devices at the store
• Troubleshooting printer Issues
• Blue Screen errors
• Internet issues
• Make sure that the server is up in running at the stores otherwise interacting with the networking vendors and making them resolves the issues if any,
• Take the remote access and troubleshooting the issues
• Take the remote access of the printer and troubleshooting
• Troubleshoot printer issues and installing the printer if needed remotely
• Worked on the live server of windows 2003
• Maintained 95% customer satisfaction index.
Client: NEC 7-11 Chain of Stores (US process)
Working in shifts to provide 24X7 Support to the client
Had also been the mentor for my colleagues there.
Client: HP Computers.
Worked as an L1 support. Used to take calls from US customers and check for the issue and isolate it.Take the remote of the computer using Instant care and resolve the issue and help the customer over the phone if the computer is in no boot situation.
Installing and Repairing Operating Systems
High level of knowledge in Windows 7 and Windows XP
Troubleshoot Laptop related issues
Make sure that the computers are running in optimum level by disk clean up and disk defragmentation.
Install the applications requested by the customer
Resolve audio and video issues
Removing the Virus and Malware manually if required
Internet issues
Worked on Norton,
Blue screen errors
Install updates and patches
Troubleshoot Microsoft Office product issues
Troubleshooting network problems
Troubleshooting application related issues remotely
Updating Windows Security Patches and Antivirus when required
Pitching and finalizing a sale whenever required
Maintaining the target of revenue per call of $10.
Maintained 93% customer satisfaction index
Project on Customer service for Mauruti Suzuki