IT Service Desk Team Lead
Saudi Business Machines
Total years of experience :9 years, 5 Months
Led daily IT "Flash" meetings to review progress on major incidents, security issues, and aging tickets. Managed & lead a group of IT local support analysts for the users in the ICD Bank. Provide senior level technical support to local / remote Bank's VIP executives. Create & follow up core banking application trouble tickets via vendor ticketing system and ensure its get supported under defined SLA. Problem recording, identifying underlying causes of incidents and preventing recurrences. Help & contribute to enhance company helpdesk ticketing system over MS Power APPS via company's defined process policy and SLA. Providing training to employees on new technology as needed to ensure everyone on the team is comfortable with the latest tools and processes. Managing employee performance to ensure that productivity goals are being met. Created and maintained an SLA for support procedures, timeframes, and scope of responsibility. Responds to telephone calls, emails & in-person requests for a variety of technical issues, when the Team is fully occupied and busy in the high volume tickets. Helped improve and update the knowledge base for internal information distribution, to help the TEAM to raise their FCR and quality of service in more productive and professional ways.
Performing troubleshooting on assigned tickets and resolving IT infrastructure problems within SLA Onsite & remotely with Maximo & Remedy (Ticking tool) more than 500 users for all Mobily Outlets & ofices (Rashid Tower, Sumo building, Tunami tower, Mulhim Tower) in Al Khobar and Al-Ahssa with excellent communication skills and services. Support and troubleshooting activities including remote management, scripting, calls from users, other teams and external parties (via Service Desk), with updates and resolutions within service levels defined. Diagnosing & troubleshooting computer hardware, network & software systems such as Windows XP, Windows 7, Windows 10 Join & troubleshoot domain related issue, configuring Microsoft outlook & troubleshooting Mail Problem with PST file repair, backup and restore, DELL Avamar backup Solutions. Providing support, troubleshoot and upgrade for latest HP /Lenovo desktops and laptops. Installation and imaging operating systems and their latest update/patches, Excellent knowledge of Microsoft Desktop / Laptops OS (Win 7, 10, & 11, Good in Windows Server 2022, 2019, 2016, 2012R2, ). Installation & troubleshooting Symantec Endpoint Protection, NAC, ClearPass & other SOC applications. Excellent knowledge of Microsoft Ofice 365 applications and Good in O365 administration. Maintain SCCM clients / Software Center & troubleshooting skills on the Win 7 and Win 10 platforms. knowledge in Server Administration of users/groups, Active Directory and managing Group Polices. Troubleshoot and resolve network and internet issues. Collaborate with Network & Security administrators to ensure eficient operation of the company's data and voice network. Ensure the end-user environment is protected against viruses, spam and spyware.
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