Analyst -IT service Management
supreme committee legacy & Delivery -Intelaq
Total years of experience :16 years, 10 Months
Monitoring Dashboard and ticketing tools, Knowledge of Incident management, Problem management and change management.
• Providing L1 Support and ensure that end users are receiving the appropriate levels of service for stadium technology services.
• Responding to requests, receive calls and emails from clients and logging them, working with the contractor's technical support team to ensure tickets are being addressed as per SLAs in line with incident management and request fulfilment processes
Worked as Temporary employment with QIC Qatar insurance Group as an “IT Support Coordinator”
Detailed Duties & Responsibilities:
➢ Serve as the first contact with clients who need technical assistance vi phone or email.
➢ Assist technical support staff in managing tickets to meet helpdesk service level agreement.
➢ Ensure all staffs follow establishment standards and guidelines.
➢ Analyze metrics to evaluate IT system performance and recommended improvements.
➢ Provide administrative support and maintain in depth knowledge of company policies and
procedure.
Worked as a ‘Senior Administration’ under the supervision of Corporate Governance dept. Manager at QF Operational Excellence.
Detailed Duties & Responsibilities:
➢ To provide to assist staff in ensuring the governance documents are applied and maintained in standardized manner across the organization.
➢ Performed lead role in uploading, publishing & removal of governance documentation on the website.
➢ Upload materials to the website by agreed deadlines.
➢ Print and distribute documents as needed Scan and upload documents according to company procedure.
➢ Collect and register all governance documents in the company’s system.
➢ Review and update documents for maintenance and quality control.
➢ Keep other personnel updated on new document versions and how to obtain access.
➢ Handle records across various departments.
➢ Create templates for use by other personnel.
➢ Maintain confidentiality regarding sensitive documents.
➢ Maintain the Master List for tracking all completed and ongoing documents status through weekly progress
report
➢ Responsible for managing emails, queries and distributing to the concerned personnel for their information
Detailed Duties & Responsibilities:
Division: ERP Application Support -Reports to Application Support Head)
Manages the day-to-day operations of the host computers by monitoring ERP Related issues.
Coordinates with users regarding any issues and informs the Applications section.
Establishes, maintains and manages users’ ERP accounts.
Perform routine maintenance, remotely deploy desktop applications and updates, and provide
Front-line response to automated system alert.
Ensures high availability and acceptable levels of performance.
Implements procedures to maintain security
Maintains updates and tracks the ERP- Requests and Issues in to database.
Coordinate with ERP service provider for issues related to modules.
Maintaining and monitoring IT project plans, IT project forecasting plan, and project schedules with
clients and Co Clients, and work hours of Amwaj IT department.
To Organizing, attending and participating in stakeholder meetings with based on clients of Amwaj IT
department.
Division: End User Support- Direct Reports to IT Manager
Represent “Focal Point” of contact between AMWAJ IT and QPIT & Helpdesk.
Provide 1st line technical support to Amwaj employees wether their issues or request was received
as a call, email or self-created ticket.
Perform troubleshooting to end-user problems related to computer Software and
Hardware/Application/Access.
Write user manuals and technical documentation.
Ensure that all Machines are up to date, secured, tagged and connected to QP NetworkWired/Wireless.
Detailed Duties & Responsibilities in IT & Procurement
Maintaining Access Inventory Database for IT Assets Management.
Responsible for managing, tracking and accounting for over 2, 500 IT Assets.
Provide guidance and advice to team members regarding the workflows, methods and tools.
Manage resources to meet agreed operational levels and liaising with the IT Manager where necessary.
To look into the software requirements of AMWAJ, and be equipped.
Acting as Focal point between user and procurement Department regarding procurement of IT related
items.
Responsible in monitoring vendors to ensure compliance with company policies.
Register new vendors and updated all Amwaj vendors details in to ERP system.
Preparation of yearly budget forecast relevant to IT assets and supplies.
Search viable new supplier from market and keep updated supplier data base, assisting to Head of
department for Technical vendor comparisons.
Filing, retrieval and archiving of Shipping documents; keeping all records and
support in HR related issues of employees working in dept.
Register all incoming shipments and Provide assistance in outgoing shipments.
.
Create spreadsheets; compose correspondence; word processing, manage databases; and create presentations, reports, and documents using desktop publishing software and digital graphics.
Handle phone calls taking messages and forwarding calls as necessary.
Sorting and coordinating mails to be delivered and ensure that document
control procedures are strictly followed.
+ Can carry the basic translation from Arabic to English
• Updates database to reflect employee training attendance history.
• Compiles and distributes session attendance tracking reports as per pre-defined schedule.
• Maintains a library of all session courseware.
• Prepares session completion certificates and distributes to participants as required.
• Distributes an updated class participant schedule on a weekly basis to the trainers for their upcoming classes.
• Sell product and place customer orders in computer system.
• Provide customers with product and service information.
• Handles in the best interest of both customer and company.
• Responds to customer calls and requests.
• Answer staff questions in person and via phone on all company supported.
• Troubleshoot computer problems.
• Determine source of computer problems (hardware, software, user access, etc.).
• Advise staff on appropriate action.
• Provide recommendations on company application purchases.
• Document resolutions for future reference.
• Perform hardware and software installations.
• Provide computer orientation to new company staff.
University of Portsmouth, UK
>Credential Awarded from Aptech Qatar on 12th Dec 2007 that I have successfullly completed courses