IT Manager
Dr Ragheed Tawfeeq Dental Center
Total years of experience :11 years, 6 Months
Supports all IT technical services and responsible for business development
5 years of experience in Micorsoft SCCM:Image Mgmt, App Packaging, Software Distribution,
Have understanding / working knowledge on Technologies like Office 365, Azure, Application Packaging, and Virtualization technologies Knowledge of processes for Software Distribution processes
Handle L1/L2 support end-user issues/requests in SCCM
Configure SCCM for Imaging, Deployment and Patch Management. Creating and Deploying Windows 10 using WAIK/ Windows ADK with MDT, Windows Deployment Services, SCCM
Perform regular tasks including Patch management, Image Mgmt., App Packaging, Software Distribution
Patch management Knowledge of Windows 7/10 Image Build including migration solutions, Group policies, Security feature like Bitlocker, Credential and Device guard, Defender, MDT integrations, etc
Health and performance Monitoring - Check SCCM patching health, performance reports, take preventive and remedial action
Coordinate with vendors in resolving vendor related issue and Incident and Change management and Compliance management
• Provide technical and desktop support to local and remote users.
• Perform backup operations as per defined schedule and strategy.
• Working closely with other technical staff, such as software developers and hardware engineers.
• Consulting clients/sales team concerning the maintenance and performance of ROAM application server systems.
• Constantly updating technical knowledge and skills by attending in-house and/or external courses, reading manuals, etc.
• Provide End-User Laptop/Desktop/Device support (Microsoft/iOS/Android).
• Troubleshoot server and network related issues, i.e. LAN, connectivity, performance, updates, and configurations.
• Support & troubleshoot software, hardware and network related issues raised by other departments.
• Support and troubleshoot peripherals and office equipment such as Printers/Monitors/Telephones/TV/Fax etc.
• Assist the development team in implementing ROAM system environment for projects and dedicated hosting customers.
• Provide First Level IT Support to dedicated hosting customers.
• Management of internal corporate applications such as SharePoint/QuickBooks/Active Directory/Salesforce, etc.
• Where necessary, research, identify, propose and implement tools to facilitate higher process efficiency and quality.
• Where applicable, responsible for the functional side of company software tools.
• Impart training on corporate tools and applications to new and existing users.
• Improve network optimization by successfully implementing network performance management products for company’s infrastructure.
• Administer the central server and all network communications equipment.
• Maintain and optimize firewalls.
• Create and implement disaster recovery across four sites.
• Evaluate current practices and create future IT recommendations for all IT assets for annual budget.
• Manage and carry out various IT projects, including licensing, project scheduling and hardware acquisition.
• Maintained LAN/WAN network consisted of a high number of data collection devices controlled by multiple high speed servers and Cisco routers.
• Handled network management and troubleshooting.
• Conducted client server distributed computing, capacity planning, network and systems management, facilities management, performance tuning, workload analysis and systems security.
• Performed network documentation and created disaster recovery plan.
• Regularly participated in team meetings with the IT, Application Development, and corporate company entities.
• Resolved network performance issues, analysed network traffic and provided capacity planning solutions.
Significant Highlights:
• Proven success in acquiring in-depth knowledge related to computer software and hardware as well as computer networking.
Key Responsibilities:
• Identified and resolved technical issues in line with the applicable standards.
• Efficiently operated routers, formatted computers, installed single/dual windows and handled security systems.
Significant Highlights:
• Acted as a single point of contact for all phone calls and emails related to IT issues and queries.
• Escalated critical issues to the infrastructure support team and recorded calls in the service desk call logging system (HPSM).
• Professionally handled all user problems and followed-up with them to communicate progress in a timely manner.
• Maintained high level of customer service standards while resolving queries; adhered to applicable service management principles.
• Assisted analysts in providing first line support during highly competitive working environment.
Key Responsibilities:
• Assumed responsibilities of a team leader in his absence; led sub groups and assisted them in delivering maximum performance to provide quality services to end users within very short time.
• Received, logged and maintained calls from internal staff. Provided first and second line support including resolving software/hardware issues of Blackberry, laptops, PCs and printers.
• Maintained shift staffing schedules, prepared detailed reports, represented service desk in meetings and arranged staff training and awareness meetings.
• Provided information to service desk staff related to changes or deployments affecting the operations of service desk.
• Facilitated basic in-house training on MS Office applications, including Word, Excel, Outlook and PowerPoint.
• Prepared and published support documentation, further assisting and training staff in handling various requests.
Project: Robot controlled by light sensing and remote control