IT Trainer
IT Microsoft
Total years of experience :22 years, 4 months
• IT Microsoft trainer, (Teach Yourself Book 2007 -2008)
• Microsoft office Word instructor- Advanced.
• Microsoft office Excel instructor - Beginner and intermediate.
• Microsoft office Power Point and Outlook.
• Microsoft office Access.
Note: Microsoft Office versions are: MS Office XP, 2003, 2007, 2010 and 2013.
ABYAT Megastore Co. - IT Support Senior Engineers. From July 2013 till date.
• Diagnose and resolve customer inquiries related to operating Informatics software products in customer's environment.
• Working as a project manager where I have a team consist of 15 engineers from different fields, where I am leading them to the success, correct and simple path where ever found in addition to provide them a technical tips whenever they need.
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships.
• Manage communications/expectations to customers at all levels to maintain positive relationships.
• Utilize information tools, training and experience to provide high level of customer satisfaction.
• Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products.
• Maintaining records of software licenses.
• Sign the clearances for the company's employees related to IT assets.
• Monitoring the KPI's to be closed before the due date/time.
• Formulate the off-hours and weekend support rotation schedules.
• Monitoring the Printers Toners stock availability.
• Following up any unclosed incidents, Changes, Memo, installations and make the proper action.
• Monitoring all the pending incidents in the system center then investigate the reasons.
• Speed up the process of closing the incidents in an efficient and proper way.
• Keep up in my mind ALWAYS there are no pending calls as possible.
• Requesting new laptops from 2 or 3 providers for the new joiners in the Company to compare their quotations then will order from the most suitable one.
• Following up all the PO's related to our department with the Purchasing department.
• Schedule a preventing maintenance periodically in all the assets that have consumable parts or even a company's mobile.
• Creating email accounts for the new joiner.
• Removing employees from the domain and disable their email accounts whenever they left the company.
• Add the new joiner to the specific group/groups as requested from his direct manager.
• Moving the employees accounts to be under the correct OU after a confirmation from HR dept.
• Create monthly report (Calls Log) for my team's incidents whether (open, closed or pending)
• Annual inventory process related to
Diyar United Company DUC - PAAET Outsourcing Project, Kuwait
1st Line Support Computer Eng.
September 28, 2008 till June 30 2013.
• Supervising junior engineering and technical staff.
• Installing and configuring computer hardware, software, systems, networks, printers, scanners and more.
• Planning and undertaking scheduled maintenance upgrades.
• Talking to clients and computer users to determine the nature of problems
• Investigating, diagnosing and solving computer software and hardware faults
• Repairing equipment and replacing parts
• Ensuring compliance with health and safety legislation
• Managing stocks of equipment, consumables and other supplies.
Public Authority And Applied Education Training - IT and Microsoft Office Trainer. Oct 01, 2005 till now.
Beshara Group Company - PAAET, Kuwait as Field Engineer
DEC 10, 2003 to September 28, 2008
• Installing and configuring computer hardware, software, systems, networks, printers, scanners and more.
• Planning and undertaking scheduled maintenance upgrades.
• Talking to clients and computer users to determine the nature of problems
• Investigating, diagnosing and solving computer software and hardware faults
• Repairing equipment and replacing parts
• Ensuring compliance with health and safety legislation
• Managing stocks of equipment, consumables and other supplies.
Compuland Center, Kuwait Network & Computer Technician
November, 15 2001 to November, 30 2003
• Installing and configuring computer hardware, software, systems, networks, printers, scanners and more.
• Planning and undertaking scheduled maintenance upgrades.
• talking to clients and computer users to determine the nature of problems
• Investigating, diagnosing and solving computer software and hardware faults
• Repairing equipment and replacing parts
• Ensuring compliance with health and safety legislation
• Managing stocks of equipment, consumables and other supplies.
• In addition work on Oracle environment and provide fast troubleshooting to the end user who are using this system.