Ali Abbas

I have been appointed in UAE Field Support division of Emirates Group IT to support corporate Business users for the customer support and deployment services. The scope of my position is under the Incident Manager and I am accountable to restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and external clients.

Essential Job Functions

• Provide onsite services and support as per the agreed SLA for incident management and service requests and in line with the overall strategy for the Business area, as directed by Incident Manager.
• Interacting directly with C-Level executives and their teams to resolve issues.
• Provide support to various sections in Emirates IT such as the Digital Workplace, IT Service Management, CSOC and Network Engineering teams to discuss and resolve incidents and problems related to support of deployed hardware in the field and application usage.
• Provide Smart-Hands support to Data Centre support team and vendor support personnel for the incidents on Network and infrastructure services.
• Perform proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers.
• Ensure that assets are managed as per established IT asset maintenance and control procedures.

Key Systems Used
• Digital Workplace Solutions - Microsoft Office 365 including Outlook, OneDrive, Teams, Yammer, SharePoint, Power Apps
• Service Management Tools - ServiceNow and HP Service Manager
• End User Technologies - SCCM, On Premises Active Directory, Azure Active Directory, Windows 10 and Windows 7
• End User Devices - Microsoft Surface Hub, Laptops, Desktops, Printers, Scanners, IP Phones. Kiosk Machines, Bio Metric Machine and Mobile Devices

Major Projects
• Windows 10 Transformation - Dubai Global Contact Centre
• Global Protect VPN Transformation - Dubai Global Contact Centre

I was appointed to expand the Vocalcom with deployments in Middle East region. Reporting to Regional Support and Services Manager, I was responsible for the end-to-end delivery of project’s implementations; managing the Contact Centre Solutions implementation process. Part of my role also included the ITIL Problem Management Operational and Governance function.

Essential Job Functions

Contact Centre Engineering
• Engineer and deliver strategic Contact Centre platform solutions including all development phases and implementations, cross the range of contact centre services and solutions; including IVR, Social Media (Webchat, Twitter, and Instagram), Call Recording, and Speech Recognition.
• Provide support and coordination required during the planning, design, engineering and servicing of onsite and remote go-live and upgrade assistance.
• Assist in developing and refreshing process documentation supporting the contact centre knowledge base.
• Deliver training, workshops & consultations for customers and regional partners.

ITIL Problem Management
• Perform Problem Management Operational and Governance function.
• Manage the investigation of Root Cause of actual or potential Problems and update Known Error Database.
• Create Problem Management documentation including procedures, policies and templates.
• Participate in ISO 20000 Service Operation Audit as Problem Management Process Owner.

Key Systems Used
• Contact Centre Solution - Vocalcom HermesNet Omni Channel Contact Centre
• Database Management - Microsoft SQL Server 2008, 2012 and 2016.
• Windows Server - Microsoft Windows Server 2008, 2012 and 2016
• Network Sniffer & Monitoring Tools - Wireshark, Fiddler, Microsoft Network Monitor and PRTG
• ITIL Problem management Techniques - Ishikawa Diagrams and Fault Tree Analysis

Major Projects
• Contact Centre Transformation - Abu Dhabi Water and Electricity Authority
• ITIL Processes Implementation - Abu Dhabi Water and Electricity Authority

I was hired to directly improve global support provided to Voxtron customers in Middle East region. Reporting to Product Manager, I was filling this position in a Systems engineering division of MENA region by playing a key role in the implementation of VOXTRON contact centre and unified communications solutions.

Essential Job Functions
• Responsible for the installation, maintenance and management of telecommunications and contact centre equipment and systems in Enterprise environment.
• Provide support in technical request, contingency roll-out and project implementation on Voxtron systems.
• Provide Tier II support for system down emergencies, errors and triage of hardware, software, network and telephony problems.
• Perform UAT, orientation and training to end users for all modified and new systems

Major Projects
• Contact Centre Transformations - Abu Dhabi Motor Sports Management, National Bank of Fujairah, Emirates Internal Exchange, A Madallah Healthcare Management.

Working in a Call Center environment and providing Level 1 Technical Support for the Broadband Services.

• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more.