Senior Systems Engineer
RAKICT
Total years of experience :15 years, 10 Months
Resident Engineer in Saline Water Conversion Corporation (SWCC) in KSA
- Guinness awarded Corporation -
Duties:
• Lead "Services Team" to maintain reliability, performance and modernity of SWCC services and dependencies.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Write training manuals, train computer users & walk customer through problem-solving process.
• Maintain daily performance of computer systems.
• Oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance.
• Managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
• Gather information to define and fix the issue, by trouble shooting hardware and software and liaising with vendors if needed.
• Install, upgrade and monitor software and hardware.
• Review of information about demands and derivation of supply and proposal preparations.
• Clarification of bid conditions and management of the tender preparation
• Monitoring of the bid management in order to ensure it is aligned with the organization's requirements.
• Contribution in cost and price calculations
• Plan, budget, oversee and document all aspects of the new projects.
Technical: Implementer and Second level of support for both Microsoft & Veritas projects.
Presales: Manage bids, proposals, designs and customer visits.
*Understanding customers' diverse, specific business needs and applying product knowledge to meet those needs;
ensuring quality of service by developing a thorough and detailed knowledge of technical specifications and other features of employers' systems and processes and then documenting them.
*Cold-calling in order to create interest in products and services, generate new business leads and arrange meetings.
*Identifying and developing new business through networking and courtesy and follow-up calls.
*Preparing and delivering customer presentations and demonstrations of the software, articulately and confidently
*Marketing and promoting a portfolio of products by writing and designing sales literature and through attending industry events.
*Maintaining awareness and keeping abreast of constantly changing software and hardware systems and peripherals.
*Providing technical advice to customers on all aspects of the installation and use of computer systems and networks, both before and after the sale.
*Advising on software features and how they can be applied to assist in a variety of contexts, such as accounting, manufacturing or other specialist areas.
*Networking with existing customers in order to maintain links and promote additional products and upgrades.
*Handling hardware or software problems and faults and referring on to specialist technical colleagues.
*Responding to tender documents, writing proposals, reports and supporting literature.
*Managing workload in order to organize and priorities daily and weekly goals.
*Contributing to team or progress meetings to update and inform colleagues.
During the period from 02/2012 till 01/2013, I worked as Resident Engineer R&D at Ministry of Housing KSA | www.housing.gov.sa
Later, I worked in several projects as an implementer and second level of support Engineer | WWW.GLOBALKNOWLEDGE.COM.SA
SYSTEM ENGINEER EGYPTAIR | WWW.EGYPTAIR.COM
07/2009 TO 01/2012
For the 1st year, “System Administrator and Help Desk Supervisor”: managing help desk team and IT call center, supporting users all over the world and managing day-to-day operations.
Then, “System Engineer”: Datacenter first level of support and helpdesk second level of support. In addition, I was member of the project management team to manage all new implementations, tenders and major projects.
My main responsibility was to guarantee stability in the existing infrastructure and to add some services to enhance their processes like VPN and change their environment to be virtual using VMWare ESXi server | www.softecinternational.com
For the 1st 6 months, I worked full time to fully support three companies
1. Online library | www.kotobarabia.com
2. Archiving Company | www.continental-eg.com
3. Software House | www.continentalsoftware.net
4. Book store | www.planetbooksstores.com
Then, as I joined EgyptAir, my work here was limited to only the night shift.
Laps preparing and support | www.globalknowledge-eg.com
Connecting ALMOEZ GROUP branches all over the Middle East with VPN, including Firewall and VOIP implementation, using CISCO 2801 Routers | www.almoez.com
Graduation Project: Grade: Excellent Connecting ALMOEZ GROUP branches all over Middle East with VPN applying Firewall on CISCO 2801 Routers to support VOIP.