IT Operation Lead , Project Coordinator
malomatia
Total years of experience :8 years, 0 Months
• Oversee ITIL service operations and transition activities, including incident management, problem management, request management, knowledge management, change management, and configuration management.
• Led both the service desk and IT Support team and ensured all day-to-day ‘incidents’ were logged and resolved within the ‘SLA’.
• Responsible for IT Service Management Tools (Manage Engine, HP SM ), Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools.
• Act as a guide and mentor for QU information technology staff in the 'Understanding the application of lets’ processes'
• A focal point NCSA and handling all coming security incidents.
• Responsible for all IT sections purchase ( Pcs, software, hardware, and support )
Ensure the offered quotations are meeting the business needs.
• An Expert on manage engine, HP SM, AD, Asset management, VPNs, Office 365, ISO27001, XDR, SCCM, project management, Change and problem management, Azure, and creating business Standard operation procedures SOPs.
• Handling hardware and software technical issues that are reported by the ticketing system and providing face-to-face support or remotely using SCCM or Remote Desktop ( L1, L2 ) support.
• Creating and managing employees' accounts using Active Directory.
• receive client's requests through ticking system, email, or face-to-face requests following high professional standards ( SOP's).
• Create /patch packages n software’s servers and computers, capture Windows OS, create Task sequence, upload the drivers and deploy Microsoft patches by using SCCM.
• Support SAP, ERPs and the roll-out of new applications.
• Escalating applications related incidents towards application vendor (third line support and maintenance) and track its status.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
• Quickly arrange a repair for hardware on the occasion of hardware failure, provide maintenance for all computers, LAPS, printers, and monitors.
• Set up new users' accounts and profiles and deal with password issues.
• Responsible for the assets clearance for resigned employees.
• Providing daily, weekly and monthly reports and analysis in various areas where the management interests are.
• Provide consultation and informal training to end-users.
• Defines daily application-related tasks for first-line support. SLA.
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