IT , Project Service Desk Supervisor
Emirates National School
مجموع سنوات الخبرة :18 years, 5 أشهر
Responsibilities
Manages the operation, maintenance and documentation of the Corporate IT infrastructure as per ITIL
standard.
Ensure the proper implementation, managing and support of all IT infrastructure that enables the proper
operation and delivery of the services required for the business.
. Develop and Implement IT Documentation Policies, Procedure’s, RFP, RFQ, etc..
Implementation of a Windows 2003, 2008 and 2012 based server networks for a Centralized network
Infrastructure.
Enhanced Qualified Service Desk Team Through innovative Hiring and Training Techniques
. Help PM in the annual and mid-year appraisal process as wells as in the monthly project
management review.
Generate, send Management and client specific reports.
. Coordinate activities between multiple support groups to ensure adherence to extant Service Level
Agreements where other groups are needed to resolve a single Service Desk incident.
. Ensure that team’s KPIs are monitored; actions are taken, evaluated accordingly and delegated
properly.
. Respond to User Service Requests and Expediently Resolve Trouble Tickets to Maximum System Uptime
. Follow Up and Manage Service Desk Tram of 12 Support Engineers.
• Assist in making Website contents and information for client use.
• Working in Adobe Photoshop CS5 Flash 8 & Visio pro (2007).
• Purchased IT Equipements to upgrade and replace existing ones.
• Technical and Supporter for solving computer problems- Hardware Support, monitoring and maintenance of PCs and networks- LAN Support.
• Responsable on Kaspersky Network Anti-Virus and ensuring up to date Security on all Workstations
• Technical consultant includes:
A. Installing and troubleshooting windows servers, mail servers and web based solutions.
B. Designing and implementing network services.
• configuration of Windows 2003 Server and Windows 2000 Servers using clients’ Windows XP, Windows 2000 Professional, and troubleshooting Networks and Computer Hardware.
• Installing and configuration of DNS, DHCP, WINS, Active directory, OU, Group Policy .Etc