IT Incident Management Head
Saudi Binladiin Group (PBAD-SBG)
Total years of experience :20 years, 2 Months
Career Highlights
Team Management - A good working experience to handle and manage a large pool of around 60 plus IT engineers categorized in various functions such as
Infrastructure & network design team.
Systems engineers’ team.
Printing and plotting management team.
Electronic attendance management team.
Helpdesk support team.
IT logistics team.
Microsoft Teams & Office 365 Trainings - Online trainings provided to the users in Covid 19 lockdown on how to use MS teams and Office 365 along with MS One Drive.
Online Automated Helpdesk System - Initially there was a manual mechanism to address end-user issues. It was very important to have a centralized & online end-user complaint escalation & resolution mechanism in place. For that, we surveyed & contacted few vendors for it & finalized a centralized online application for addressing and resolving end-users complains. It helped us not only to provide quality & transparent IT technical support with SLA but helped us to manage our workloads & to gain end-users confidence, through which team had provided thousands of users across Riyadh Area Projects.
Efficient printing, plotting facility and wastage control management - Managing a large printing & plotting infrastructure with over 300 high end MFP’s from Xerox printers and plotters & 250 desktop printers to accommodate the printing requirements. To minimize the wastage of printing and plotting a centralized printing section has been in place as per the requirements.
HR e-service portal - There was a manual process for the approval of annual vacation and multiple services of HR. Deployed an online system for the HR services in coordination with the concern process owners like annual vacation, new joining, transfers, visa services, letters for banks, asset store clearance.
Trainings for the desktop support team - Delivered trainings to the desktop support team as per their strengths and weaknesses.
Promote online helpdesk system - promoted the IT online helpdesk system and given training to the users on how to use it effectively.
My major project in this organization:
King Saud University - Health and Science Project
2022 - Till date
As an IT Incident Management Head, responsible for all the IT operations and Incident management
King Saud University - Sports Complex Project
2020 - 2022
As an IT Incident Management Head, responsible for all the IT operations and Incident management
King Abdullah Financial District Project
2009 - 2020
As an IT Incident Management Head, IT role is to provide complete IT services to almost 3000 office staff. To facilitate the business IT needs, I have been working as an IT Incident Management Head for 11 years with a team of 60 plus IT professionals.
King Fahd National Library Project
2009 - 2013
Led a team of IT Helpdesk Support engineers. As an IT Incident Management Head, I was responsible to manage IT activities and provide technical solutions/expertise for Desktop Support Issues, Technical Support Issues related to LAN and WAN infrastructure on site.
Principal accountability includes, but is not limited to, managing a team of Technical Support Engineers / Desktop Support Associates, to provide effective management and leadership of the Technical Support team, ensuring service, efficiency & targets are achieved and maintained.
Day to Day Incident / Problem Management & Operations
Provides a first response to all Incidents / Problems for technical support and assistance, and escalates and routes issues depending upon urgency, priority & problem to appropriate desktop support staff or concerns necessary.
Problem identification and recording.
Problem investigation and diagnosis.
Identifying underlying causes of incidents and preventing recurrences.
Developing workarounds or other solutions to incidents / problem.
Ensure that the problem management information reflects accurate errors and is complete.
Update, maintain and use a Known Error Database
(KEDB) for problem management.
Able to manage relationships with peers and managers as it relates to support and services.
Ensure there is timely identification and closure of problems, root cause is found in a timely manner and prevention is in place so the problem does not reoccur.
Responsible to manage activities and provide technical solutions/expertise for Desktop Support Issues.
Ensure all incidents are expediently addressed, resolved, and commented with technician notes.
Ensure that the solutions / articles are recorded in the knowledge base.
Ensure that the incidents are closed under the SLA.
Ensure that the Route Cause Analysis is done.
Conduct weekly / monthly meetings with the team to discuss their ongoing issues.
Ensure that continual service improvements are there in IT services provided.
Actively raise issues and recommend improvements to desktop support services.
Manage, and promote usage of, our online helpdesk application.
Provide technology orientation and training to Desktop Support staff.
Provide monthly support reports to management and analyze results.
Train, manage and administer a staff of 60 Desktop Support Engineer.
Conduct annual staff performance development reviews and on-going performance development activities to ensure all Desktop Support staff are technically proficient, efficient, and excel in support service.
Assist Desktop Support staff and other staff to resolve user service issues in a timely and effective way, and follow up as needed.
As a team, with the IT manager, plan, administer, innovate and continuously improve service quality, service levels and services offered.
Meet with users and department managers to analyze functional needs and recommend and deploy hardware, applications and other software to meet user’s needs.
Assist technical staff to organize support tickets and assign priorities.
Act as contact point for users to request status updates on open issues.
Responsible for A / V Conferencing between clients and international designer.
Assist desktop support staff in solving Mac and Windows OS issues and other software problems.
Ensures that all phases of desktop support, including installations on MAC & Windows, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
Work on special projects as assigned by the IT manager.
Managing a team of Technical Support Engineers / Desktop Support Associates, to provide effective management and leadership of the Technical Support team, ensuring service and efficiency targets are achieved and maintained.
Self-starter who can work alone or as active & involved team member.
Available 24 x 7 on-call.
Technical Expertise
Maintaining Microsoft Windows 2016 Server.
Responsible for administrating and end user privileges to all domain services and database applications to facilitate workflow and improve inter communication.
Installation and configuring Active directory services for user’s group’s computers and network resources administration.
Restricting disk space for usage for users by implementing disk quotas.
Maintaining the Print server and installation’s and configurations of new printers.
Installing and managing Antivirus Server - KASPERSKY Security Center 13.2
Creating user accounts and assigned different rights and access policies.
Configuration of Wi-Fi devices and Support, & maintaining the users of Wireless with mac address filtering.
Creating and Managing User’s accounts, Printers, Profiles, Policies and Permissions access privileges for shared resources & Shared Network Printers and Organization Units.
Troubleshooting and fixing MAC, Desktop, Apple Devices, Smart phones and devices software installations and hardware problems.
Performing Backup & Restore of Exchange User Data, Mailboxes etc.
Installation, configurations and troubleshooting of all windows based software’s, like windows 10, 8, 7, 2003, 2000, XP, Office XP, 2000, 2003, 2007, 2010, 2013.
Installation and configuration of Antivirus at server and clients.
Installation and configuration of HP, XEROX Network printers, laser printers and desk jet printers.
Installation and configuration of HP Scanners.
Using different backup strategies to save company critical data on daily and monthly basis.
Record incident resolutions in Help Desk application.
Analyze problems, develop creative solutions and assess risks/benefits, Develop strategies for resolving them and preventing future occurrences.
Polycom Video Conferencing configuration.
Email configurations and troubleshooting for POP3 and Exchange accounts.
Citrix, Helpdesk, Prolog, Civilsoft installation, configurations and its troubleshooting.
Oracle ERP supporting apps and their troubleshooting.
Monitoring the network with network monitoring tool (Solarwinds).
Project # 1 Enterprise Resource Management System (ERMS)
Client : Al Bustan Ready Mix Concrete, Saudi Arabia
Environment : Websphere 4.0, Oracle9i, Versata, JSP, Servlets, JavaScript.
Al-Bustan is one of the Ready Mix Concrete and Blocks manufacturing plant in Gulf region. ERMS is a web-based application, which automates the existing process of Al-Bustan. It has various modules like HR (Recruitment, Payroll, Leave and Training), Accounting, Inventory, Sales, Quality Control, Workshop Maintenance, Fleet and Dispatch. The system has helped in improving the efficiency in the following areas.
Integration of various sections of Al-Bustan through a single system.
Decreased response time to the customers through the use of system.
Proper maintenance of huge information regarding employees through the system.
Increased efficiency of managers and supervisors in sales and inventory.
Roles and Responsibilities
As a Systems administrator was involved in supporting softwares, hot fixes, service packs, security updates and IE patches.
Troubleshooting of the ERP for users issues, and training the users on ERP.
I was a Project Leader for implementation and support team for 3 years.
PREVIOUS JOB ROLES AND RESPONSIBILITIES
Maintaining Microsoft Windows 2003 Server.
Responsible for administrating and end user privileges to all domain services and database applications to facilitate workflow and improve inter communication.
Installation and configuring Active directory services for user’s group’s computers and network resources administration.
Restricting disk space for usage for users by implementing disk quotas.
Creating user accounts and assigned different rights and access policies.
Taking Backups and Restore using 2000 Backup utility.
Configuring Assembling of different hardware devices such as NIC cards, CD ROM, Printers, Scanners and etc.
Creating and Managing User’s accounts, Printers, Profiles, Policies and Permissions access privileges for shared resources & Shared Network Printers and Organization Units.
Troubleshooting and fixing desktop, laptop software and hardware problems.
Troubleshooting and fixing Internet Problems.
Performing Backup & Restore of Exchange User Data, Mailboxes etc.
Installation, configurations and troubleshooting of all windows based software’s, like windows 2000, XP, Office XP, 2000, 2003, 2007, 2010.
Installation and configuration of Antivirus at server and clients.
Installations of all internet based software’s.
Installation and configuration of HP, XEROX Network printers, laser printers and desk jet printers.
Installation and configuration of HP Scanners.
Provided network / technical support and administration for over 100 users.
Using different backup strategies to save company critical data on daily and monthly basis.
Record incident resolutions in Help Desk application.
Analyze problems, develop creative solutions and assess risks/benefits, Develop strategies for resolving them and preventing future occurrences.
Networking and connecting computers within the same organization to enhance communication.
Available 24 X 7 on call, user support.
Other Certifications and Trainings ACADEMIC QUALIFICATION B.Com City College Hyderabad, A.P India. PROFESSIONAL QUALIFICATION C.S.P (Computer Forensic Science) ITIL Service Operation ITIL V3 Foundation (Information Technology Infrastructure Library) MICROSOFT CERTIFICATION M.C.S.E Microsoft Certified Systems Engineer M.C.P + I Microsoft Certified Professional + Internet M.C.P Microsoft Certified Professional DIPLOMA CERTIFICATION D.C.A Diploma in Computer Application A.D.I.T Advanced Diploma In Information Technology Govt. Of INDIA TRAINING CERTIFICATION PMP Project Management Professional 35 Hours PDU's C.S.P Certified Security Professional M.C.S.E Microsoft Certified Systems Engineer C.C.N.A Cisco Certified Network Associate