Technical Support Manager
M H Alshaya
Total years of experience :16 years, 7 Months
• Lead a team of about 10+ IT Professionals for products support to provide services to around 300+ retail outlets in Kuwait
• Apply the ITIL in the technical support department for Incident management, Problem Management and Change Management along with other related departments such as PCIDSS
•focus team on tasks on hand and ensuring the projects are completed within the timeline with high standards.
•Allocate incoming information requests from customers to the team, prioritizing action, monitoring team resource to meet SLAs
•Maintaining high service levels for customers through thorough quality control checks
•Escalating key technical issues to product teams and following through to completion.
• Handling IT projects Regionally (Kuwait, Turkey, Jordan, Bahrain, Morocco, Lebanon)
• Monitor Team performance and activities.
• Maintain PXE, LDAP ClamAV & OS update server.
• Creating kick start files for customizing the deployment of Linux servers & POS machines required for retail Stores environment.
•Maintaining application monitoring, performance tuning and testing
• In charge of Jboss Application upgrades/Rollouts
• In charge of PCIDSS, overseeing the project status and verifying it for final Audit, Preparing PCI- Compliance Documents.
• Attending technical meeting, project meeting etc.
• worked on different flavors of Linux (Red hat (5, 6), Cent OS (5, 6), Fedora)
• Linux Server Support
• Supporting functionality of project regionally (Kuwait, Turkey, Jordan, Bahrain, Morocco, Lebanon )
• Preparing IT systems for PCIDSS Audit
• Providing first level support for all IT technology.
• providing technical support to in house application developed in java & MySQL
•preparing technical documents to junior staff for easy implementation of technology.
•In charge of backup solutions.
•IT Asset management
• Server support in LDAP, Repository servers, VmWare ESXI servers, CentOS server
• Providing technical support for Retail POS machines (IBM, NCR)
• Providing Windows, Linux and Network support
• Configuring network devices, like printers, scanners, switches, wireless routers, GFM scanners.
• Understanding the Business workflow in retails IT management.
• Managing Active directory
• Managing Mail server
• In charge of IT procurement and IT Asset management
• Attending meeting with project managers & executive management on discussing about new Technology implementation
• Training coworkers on new technology
• Managing and leading a group of 4 Desktop Support Engineers
• In charge of Backup solutions
•Monitoring Team performance and prioritizing activities.
•Handling IT projects across Kuwait and UAE.
•Reporting to IT Regional Head
• Preparing technical documents and proposals.
• Preparing layouts and plans for new projects.
• Handling and following up with project activities.
• Coordinated for timely deliverable of projects in high standards.
• Conducting weekly review meetings to understand the progress / status of the project.
• Preparing project management plans describing workflow, constrains, resource management, budget etc.
• Attending technical & project meetings with Contractors & Clients.
