Business Application Support Coordinator
Al Fardan Exchange LLC
Total years of experience :16 years, 6 Months
• To provide support on critical high volume transactional applications
• To assist with implementation, solution, support and development activities
• Identify and implement improvements to applications to match business requirements
• Project implementation, preparing SRS, verifying UAT with business heads
• Rollout new software across branches and conduct user trainings
• Managing in-house hosted CORE applications
• Providing Level 1 & 2 technical support
• Managing 3rd party vendor applications (Western Union, SWIFT etc., )
• Managing large no of user accounts (1000+ end users from 60+ branch network)
• Assisting application integration, migration projects
• Managing users, computers, policies through Active Directory Domain Controllers
• Liaise between unit managers on new implementation or process change
• Collaborate with internal, external technical team to ensure continual service improvement
• Taking care of IT requirements of newly opened business locations
• Monitoring Annual Maintenance Contract (AMC)/renewal of IT equipment
• Storing, retrieving, updating database using SQL Server DBMS
• Ensure appropriate OLAs to resolve incidents & tickets within SLA
• Responding to audit inquiries, generating reports for yearly audits
• Supporting end users on calls, emails, physically and remotely through VNC/Team viewer
• Coordinate with 3rd party security surveillance vendors for CCTV, DVR, Alarm support
• Visiting outlets on regular intervals to monitor system performance
• Day to day user management - add, amend, reset password, enable, disable, delete
• Installing & configuring applications on end user’s PCs, Laptops
• Investigate, analyse technical problems and escalate to relevant department
• Performing routine maintenance on IT assets, inventory, hardware & software
• Research, diagnose, identify issues and providing resolution
• Follow standard procedures for proper escalation of unresolved issues
• Perform implementation, processing and quality assurance control on GIS projects
• Create, translate and integrate data layers and digitize data using GIS software
• Cleaning and Updating telecom network data for US clients AT&T, VERIZON and QWEST
• Data Conversion using Satellite Imagery and data migration from AutoCAD to GIS
• Ensure timely implementation and completion of projects by coordinating with team
• Monitoring all data conversions ensuring data accuracy and delivery
• Manage day to day IT applications related issues reported by end users
• IT hardware, software, installation and troubleshooting support
• IT inventory, hardware, software and asset management system support
• Manage, maintain, support users’ network, software, and other devices
• Identify, solve and document users computing issues to resolution
• General support: MS Outlook, Word, Excel, PowerPoint, Open Office, email and internet
First Class