Ahmed Ali Mohamed Al Hameli

My day to day operations include:

 Help desk support, A single line is used by the company to receive technical issue

requests, upon taking a call I open a ticket on the help desk explaining to the

technician I am going to assign the ticket to in the description.

 Helpdesk Support, When a ticket is assigned to me I see if the issue can be

resolved by me or other unit is responsible where I reassign the tickets to other

technicians.

 Help Desk Support, I run a report on all of the technicians on the help desk system

and see who is lagging behind in closing the requests assigned to them and try to

help them close these requests as soon as possible.

 Altiris - Symantec, in our organization we use our own image where every new

computer is imaged using Altiris solution, use of windows PE to access Altiris

though cmd lines manually in case there is no direct access to the Altiris server.

 Altiris - Symantec: Use of Altiris to check the licenses used in every device and

issuing of licenses through the Altiris.

 Active Directory: After imaging the computers we use the active directory to move

computers to certain OU’s to apply policies.

 Active directory: Find more detailed information of users especially when issuing

computers and the handling of assets.

 Technical Support: Support of the Operations Team, upon new hiring I support the

operations team in the issuing of a new workstation and recording it in the assets.

 Technical Support: Operation Team, When a workstation disconnects we rejoin this

station back on the domain, or re-image it if there is no solution at hand.

 Technical Support: Infrastructure Team, Work hand in hand with the infrastructure

team in solving, Wi-Fi, Ethernet & Telephone connection issue.

 Technical Support: Application Team: Updating certain workstations to work with

updates applied to their solutions.

 Implementation of projects which involves private companies and different

operating system with cooperation of other teams.

 Working in an environment that needs a certain protocol due to the close contact

with Royal Personnel.

 Handling of issues in offices that are out of my organization and Private locations.

- ITIL V3 Foundation 2011 Certified

My day to day operations include:

 Walk in customers with a car insurance claim is handled by me where I take all the

information needed and explain what is needed from his part to take action on his

claim

 Handling car claims: Ability to retrieve information about the accident to add it to his

claim request

 Handling Medical claims: Receipts are filed to his policy and explained to the

customer when he will claim back his funds.

 Handling Home insurance: Pictures and explanation by the customer is sent to the

team specialized in Home Insurance policies.

 Money refunds in Abu Dhabi Is handled by me, where I issue only issue the

cheque when the right documentation needed by the company is provided.

 Mailing of documents to our main branch in Dubai of original medical claim

documents after scanning them into the system by our team.

 Explaining to calling customers to send their documents through email to be

handled by me if it’s a car accident claim or direct him to the right person.