Business Applications Support - Specialist/Analyst
Smart World Company
Total years of experience :15 years, 8 Months
1. Supporting for main business applications (Oracle and SharePoint based) as
L1, L2 and Admin support.
2. Analyze, identify the technical issues with end-users and as well with concerned
technical teams for all business applications.
3. Follow-up processes on the helpdesk system for all operations of daily support,
like ticket registration for end-user, ticket transfer to next support level, ticket
escalation, required business approval and ticket closure.
4. Follow-up of end-user's escalation with the required teams "like Support,
Vendor, Database or Management team" in order to inform the end-user for the
updated solution/action.
5. Suggestion to the concerned teams for required enhancements/changes which
suits with end-users.
6. Informing the concerned team for the general issues/problems that occur with
end-users daily for immediate actions or solutions.
7. Training the help desk team members for official processes, business
requirements, required support, new problem resolutions and existing changes
to end-users.
8. Validating and documenting the new changes, general problem solutions and
new enhancements to help desk team members in order to support the endusers
properly.
9. Coordinating with concerned teams (database administrators and developers
team) to assist in problem resolution, enhancement requirements and upcoming
changes.
10. Assists in test planning/execution and as well gathering of requirements from
business.
11. Collaborate with the Infrastructure teams in developing main operating
procedures for all applications.
12. Provides advice to end-users about the application functionality, correct operation
and corrects user faults.
13. Maintains user roles, security profiles, work-flow rules, data loads and other
system configurations.
14. Coordinating of project planning with team members and also working with
business application support team to design and implement for upcoming
changes and enhancing existing functionality.
15. Liaison with software vendors and development team to ensure corrective action
or suitable solution.
1. Manage of all the IT requirements of the company to improve the
performance of work and also with suppliers to ensure compliance
within the required specifications as well as at the right price.
2. Manage and supervise for maintenance of Active Directory, Domain
Controller, File Server, Backup application/media and main switches.
3. Diagnose faults under different categories for Networking, Operating
System, Servers and Applications.
4. Ensuring all the IT security system is in place to protect the privacy of the
company.
5. Check for all maintenance operations in proper and quick procedures
that not affect the work of company.
6. Introduce, implement, investigate, recommend and upgrade of
improvements and enhancements for current IT infrastructure and
current IT strategy that agree with company business objectives.
7. Manage and develop of the budget for IT department and evaluate of
new technologies.
8. Diagnose and resolve major technical hardware problems and major
software issues.
9. Manage and supervise all support services, where applicable, in their
day-to-day responsibilities.
10. Manage and supervise of Backup procedures for all files of departments
via Symantec Backup EXEC application.
11. Monthly report for system problems, information technology risks and
major troubleshooting issues.
12. Provides advice to users about the application functionality, correct
operation and corrects user faults
13. Processions of new technology, systems information, new problems,
changes and updates relevant to our user community in the organization.
14. Verify and manage the software licenses for departments, sites, head
office and branches.
15. Documenting issues and generate reports to develop updated processes
and suitable solutions and also for administration issues.
16. Ensuring all the IT resources are used effectively in the company.
1. Responsible for maintenance of Active Directory, Domain Controller,
File Server, Backup application/media and main switches.
2. Installation and troubleshooting for all types and versions of Microsoft
Windows, Microsoft Office, ERP application and Accounting applications
(QuickBooks and Sofar Systems).
3. Install, configure, maintain and troubleshoot for Desktop PC's, Laptops,
networking devices, printers (Ricoh, HP, Panasonic and Brother) and
other IT equipment.
4. Troubleshooting and configuration for time attendance and access door
systems (RCG Model with DAMS Application).
5. Troubleshooting for Telephone Panasonic digital PBX.
6. Configuration for Anti-Virus applications (Symantec, AVG and Kasper
Internet Security) in server side and client’s side.
7. Backups for departments files by Symantec Backup Exec 10d.
8. Configuration and troubleshooting for MS Outlook (POP3 or Exchange)
regarding emails issues in server side and client’s side.
9. Investigate user problems, identify their sources, determine possible
solutions, test and implement solutions.
10. Diagnose faults under different categories for Networks, Operating
System, Email, Applications and servers.
11. Processions of new technology, system information, new problems,
changes and updates relevant to our user community in the organization.
1. Diagnose and resolve technical hardware and software issues.
2. Train end users in the proper use of company applications.
courses: Certificates & Training Sessions: 1. ITIL Foundation certificate in IT Service Management at April 2013. 2. Advanced maintenance of Hardware and Networking at October 2000. 3. Online Sessions : a. Project Manager's Practical Guide of system administration at June 2013 (10 sessions). b. Planning for Project Success at April 2013 (8 sessions). c. Cloud Computing Adoption at March 2013 (5 sessions). d. SQL Server 2012 at January 2013 (9 sessions). e. Improving Productivity with SharePoint 2010 at April 2012 (3 sessions).