service center specialist | Jordan MU , MENA change Coordinator
Pepsico Jordan \ through AL-Mjod for computer
مجموع سنوات الخبرة :12 years, 8 أشهر
ITIL Executor (fully understand all ITIL standards and work flow )
Managing day to day operation and monitoring tickets workflow.
Follow up on technical engineer tickets and ensure closure quality
Arrange meeting with vendors to arrange upgrades and enhancement.
Migrating local servers
Managing local servers and monitoring
Managing critical incidents and problems in the market
Take the lead of new projects ( ex. office 365 migration, GSM, MYidm, … )
Managing backup across the market (windows backup, Symantec exec backup)
Proactive Active directory cleansing
Monitor network utilization and follow up with network team
Managing PBX and VOIP (Avaya)
Handling KPI for Jordan market (test scripts)
Ensure customer satisfaction on the market by following up on the service desk officer mails and ticketing process
Problem management, work as bench mark for MEA sector
Handle UAT and users training for all new Projects across the Market and sector for some Global Projects
Identify the Market (Jordan) needs and discuss with management regarding new IT capex and IT HW in general
Managing IT ware House and ensure data accuracy
Discussing new Offers and new technology with Local suppliers
Coordinate all changes related to MENA sector (Jordan, EGY, Dubai, Lebanon, Saudi Arabia)
Communicate with requestors and implementer's to ensure closing the change in timely manner
Follow up and ensure closure of daily tickets
Responsible on network issues
Handling Remote site tickets
Follow up and ensure closure of daily tickets
Responsible on network issues
Handling Remote site tickets
computer engineer