Country IT Service Manager
ALSTOM
مجموع سنوات الخبرة :21 years, 0 أشهر
•Managing and organizing an IT Team of three employees.
Defining their Objectives, assessing their achievements and following up with them by having weekly and monthly review meetings.
•Managing the Customer Relationships with the end users by being the Single Point of Contact (SPOC) that is clearly identified by the business stakeholders for IT Services.
•Having monthly review meetings with the local Units & Departments Managers to present, discuss and review with them the ongoing and upcoming IT projects.
Propose to the regional IS&T Management Team the Service Improvement Process that needs to be updated, improved and delivered based on the local business needs and expectations.
Very important meetings that guarantee the business continuity.
•Reviewing and analyzing the Customer Satisfaction Surveys’ results, by reading and reviewing all the users’ answers and comments, by taking into consideration all the points that need to be improved, and discuss with the users through a one to one meetings all the points that are unclear or uncertain.
•Managing all IT related projects, by making sure to deliver all the projects on due time, with the best quality and within the predefined budget.
•Giving multiple IT Training and Development Sessions to all office employees as well as all the New Employees.
Trainings are about all IT tools - New IT Products - “How to” sessions - New IT Projects description and explanation - etc.)
•Preparing and reviewing all IT Policies and Standards with the coordination of the IT Regional Management Team in Dubai and in Paris, and implement them across the country with the aid of the local IT team.
•Communicating to the local departments’ managers the IT Service Catalogue new features and costs, and the escalated service operational issues and incidents as well as all the new IT Policies and procedures.
•Managing the local demands by presenting and explaining project solutions and offers to local business management and follow up until completion.
•Preparing and finalizing the yearly IT Budget for all units with the coordination and communication of all local units’ heads, IT Regional Management Team and local Finance Team.
•Maintaining and reviewing the IT Assets Management Database by comparing the system generated reports’ figures with the actual figures, and by always enforcing the local IT Team to keep updating it on a daily basis, as my aim is to have 100% Live Data accuracy.
•Monitor and review the IT Helpdesk Requests and Incidents with the local IT Team, to make sure all the tickets are maintained and resolved on time.
•Managing and organizing all the IT Purchases. Checking and validating all the users’ IT requests. Checking and assessing the existing items and decide whether it needs to be replaced or not, by respecting the IT Assets change policy.
Dealing directly with suppliers and meeting them, by trying to strengthen the relationship with them.
•Staying in contact with the Central IT Team, work with them to maintain a proper and better IT System in the region.
•Managing the IT Department with three other IT assistants working under me
•Network administrator (Network installation and configuration - TCP/IP - LAN - WAN - Cabling - Switch and router configuration), network security, mail server administration using Lotus Notes 6.5
•User support, training and supporting more than 120 users in all daily PC, Software and applications issues
•Upgrade, maintain, install programs and troubleshoot PCs, pocket PCs, and handheld terminals. Hardware, Software and Network support
•Data processing applications, operating systems level software and communications software - Database administrator (Access - SQL)
•Administer the antivirus server for a central monitoring, and maintaining the network and the client machines to prevent from the malicious code execution and virus attacks using Trend Micro Office Scan 8.0
•Developing / managing overall administration, installation, configuration, and maintenance of local and hosted MS SQL Server and Windows 2000 / 2003 Servers and active directory.
•Planning and deploying of various local and internet based applications.
•Intermec PDA System installation, implementation, maintenance and support for Van Sales distribution.
•Dealing and working directly with vendors and suppliers to get the best products and the best data solutions under the precise budget and with the best prices.
User Support: helping users in all related problems.
•Hardware Support: desktops - laptops - switches - palms …
•Network Administrator: Network services - Security - Active directory
•Setting up software
•Troubleshooting PCs. (hardware maintenance and support)
•Network services: administration and security
•Troubleshooting PCs, upgrading, checking and fixing computers from any errors and viruses (Hardware - Software)
•Installing and maintaining of peripherals - User Support
•Network installation and configuration: hubs, switches, routers…
•Web Site Developer - Developing many websites for the Office of Student Affairs using Flash animator, Dream weaver, FrontPage, Photoshop and Corel Draw.