Ahmed AlMosawi

• Configuration of new services and banks in the main system of the company.
• Logs and attends to business incidents and service requests assigned.
• Carries out administration tasks for new users, branches based on business requirements.
• Carries out configuration tasks that may be related to system upgrades.
• A primary member if license management team handling all license information and renewal details.
• Manages the procurement process of IT service and equipment.
• Documents all administration procedures and ensure knowledge transfer and hand-over.
• Escalates incidents and service requests to other teams when required.
• Participate in-house application resting and troubleshooting.
• Support the execution of payment-related procedures.
• Support the execution of EOD/BOD procedures.
• Handling the security access for the HO and branches.
• Administrate Active Directory environment.
• Work closely with Change Management to ensure that all changes are logged and carried out as planned.
• Managing Service Manager Console.

• Point of contact between the IT and BFX Department.
• Point of contact between IT and Vendors.
• Manage It Service Desk.
• Reports to Head of Infrastructure and Network Operation with the Statistical evaluation of support service.
• HW/SW/ Inventory for all IT assets( PC/Laptop - Printers - Photo Copier Machines - Projectors - Smart Screen - Video conferencing - LCD TV ).
• Respond to incident calls and emails from users on desktop related issues.
• Provide level 1 troubleshooting support on desktop issues.
• Escalate unresolved cases to relevant onsite support team.
• Document all reported incidents - identify trends to assist in future problem resolution.
• Maintain incident knowledge base.
• Ensure all requested and incidents are logged and handled appropriately according to agreed SLA levels.
• Maintain vendor contact data base.
• Arrangement of all paper work in IT (Contracts - Agreements - Delivery Notes - Licenses - Support Contract).
• Arrangement of CD and maintaining a DATA Base for the same.
• DATA Center monitoring team member.
• IP Telephony set support.
• Black Berry Configuration.
• Basic Active Directory administrator.
• Back Up team member monitoring.

➢ December 2008 - June 2009 Zain \[ Data Entry, and Customer Service \]
• Handle Calls from the Customer to register their mobile number.
• Enter the data collected from the customer to the system.

➢ July 2007 - July 2008 LMRA \[ Technical Support Officer \]: • Managing and tracking the helpdesk calls (call/incidents registration, attending the call, completions of incidents)
• Notify and educate users of any changes in the Desktop/IT Policies.
• Help clients use technology effectively.
• Contact the Hardware and Software Suppliers and vendors for (i.e. hardware/software repair)
• Manage and track the IT Assets Inventory.
• Setting the requirements for the Helpdesk (Incident Management) system, testing the application and working on it, Queuing System, Working in IT Tender.