IT Service Desk & Training Spicialist
Hamdan Bin Mohammed Smart University (HBMSU)
Total years of experience :19 years, 0 Months
IT Support & ServiceDesk Specialist
• Project lead for the implementation of cloud-based IT Service System (HP Service Anywhere and Freshservice)
• Manage the daily administration and enhancement of IT Service Management System
• Ensure that IT Services are implemented and fully functional as per ITIL Standards. This includes incident management, problem management, change management, assets management, SLA, etc.
• Provide a friendly and professional Support for customers for any technical inquiries or concerns
• Make sure that all customers inquiries are logged and properly closed in the IT Ticketing system
• Generate reports and conduct periodic auditing checks on the Ticketing system to identify gaps and for continuous improvements
Technical Training Specialist
• Conduct training sessions and orientations for learners, faculty, and staff. This includes preparing the training agendas, creating virtual session’s links, and coordinating with other stakeholders.
• Design training materials such as handouts, manuals, exercises and use them during the training delivery
• Identify university training needs, plan, and prepare required materials and execute those training sessions when required
• Review training statistics, customer feedback, and Helpdesk calls statistics to create and implement improvement plans.
• Develop and maintain a knowledge base of manuals and interactive videos (e.g. training manuals, guides, handouts, videos, training recordings, required reports, etc.) and keep it up to date
eLearning Specialist
• Master the university platform functionality. This include the Smart Campus, LMS, Virtual Classroom, etc.
• Identify and offer solutions to learning management, content management, and knowledge management challenges and opportunities.
• Conduct knowledge transfer sessions for faculty members and peers on how to best utilize the LMS functionality
• Have a solid knowledge in online teaching, online exams, and online proctoring
• Explore the emerging trends in eLearning, test them and suggest improvements if applicable
Software testing and QA Specialist
• Work with development team and perform End-user testing of various applications and systems to detect software defects and inconsistencies
• Provided feedback to developers and product managers around UX based on test outcomes
• Performed Front-end testing of websites and applications using the provided test cases and scenarios
• Create test plans, requirements, scenarios, and test data for use during testing.
• Work with different testing applications to report and track defects and bugs
Responsibilities:
• Analyzing the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals with best possible result.
• Meet the clients to determine the requirements and needs, define the scope of the project, and plan the timeline and resources that are required according to the budget.
• Provide Pre-sales support to internal team and help them to achieve the sales according to the clients’ needs.
• Provide customer service and technical support to internal staff and client technical teams through a well-organized technical support system with well-defined service level agreement.
• Install and roll out of e-Learning and general software products like Enterprise knowledge platform (EKP) Learning Management System (LMS) and SkillSoft Courses.
• Handle communication with vendor partners and Provide clients with technical training and consulting.
• Implement and maintain technical structured business processes throughout the company.
Key achievement and projects:
• Participating in system administration projects such as domain rename project, upgrading of servers' operating system, and installing application servers
• Restructuring the old server room to a new one, this includes changing the network cables
• Covering the entire campus with a secured wireless network
Responsibilities:
• Administrating, Monitoring and coordinating the network activities
• Applying system security and data integrity protection
• Managing and maintaining the university servers and provide system administration as required
• Responding to technical requests in person, via phone and electronically
• Working with Helpdesk system (Spicework V4.5, Email System and Phone)
• Follow standard help desk procedures, administer help desk software, log all help desk interactions and prepare activity reports.
• Providing technical trainings and support with varying levels of IT knowledge and competence
• Working closely with other departments and collaborating with other IT staff and lead them if necessary.
Responsibilities:
• Administrating applications, which connect branches to head office.
• Developing some small programs using Microsoft Visual basic .Net and Microsoft Access that help in the daily work in Finance and Human Resource activities.
• Providing support to head office and branches staff through the supported channels
• Providing support and maintenance to the enterprise system used in branches' and stores
• Helping storekeepers and staff on how to use IT facilities in a professional manner
UD offers a Master of Science degree in Information Systems (MS) with a concentration in Information Systems Management. Its primary objective is to offer high-quality graduate Information Systems education to the residents of Dubai, UAE and other MENA countries. The UD MS program embeds a number of value-adding features that distinguish it from other related programs in the region. Graduated with first class honours with cumulative GPA: 3.94. MS Thesis: Big data implementation: A Proposed Model
Bachelor of Computer and Information – Computer Science – 2004 University of Mansoura, Egypt