IT Engineer
Ballour Glass Company Ltd
Total years of experience :6 years, 8 Months
•• Supervised team delivering IT products and services in close partnership with the functional organizations in Corporate IT.
• Planned technologies programs adhering to business objectives and goals.
• Evaluated and produced business plans and operating practices, which improved quality, increased productivity and reduced costs.
• Analyzed issues and made recommendations for operations service level improvements.
• Managed employee selection, development, and evaluation
• Initiated and lead bridge calls for effective coordination, incident resolution/ service restoration
• Responsible for sending all Incident notifications as per agreed process
• Real Time & continuous follow-up with support teams for incident resolution
• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.
• Drove the restoration of major and critical incidents in most efficient and efficient manner.
• Managed and coordinated activities during overall ticket life cycle
• Ensured Incident Timeline Report is created immediately after resolution
• Understood the infrastructure in such a way to easily manage customer escalations.
• Understood the problem and is technically aware to handle priority situation effectively along with speedier and timely restoration of service and customer communication
• Acted as a central communication point for major and critical incidents.
• Developed strong working relationship with support teams and management and liaise with areas as required.
• Ensured that the Incident record is fully updated prior to Problem Management handover.
• Worked closely with support team for Preventive Action Plan to avoid reoccurrence of incident.
• Conducted Post Incident Review Sessions to identify what can be done better
• Contributed to the process & operational improvements
• Prepared management reports based on incidents as requested.
• Manage testing processes for new and existing processes
• Resolved virus and malware issues with a 95% success rate.
• Performed testing and problem analysis for server, desktop, and IT infrastructure.
• Prepped new laptops and desktops for deployment; installed software and operating systems.
• Backed up and restored data, operating systems, files, and drivers.
• Managed call flow and prioritized response efforts.
• Utilized diagnostic tools and strategies to solve technical issues and provide preventative maintenance.
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