Senior IT technical Support
Majid Alfuttaim
Total years of experience :16 years, 1 Months
Provide 2nd line technical support to all Majid Al Futtaim users located in all Towers, offices, and malls.
Identify, diagnose, and resolve issues in computer hardware and software in a mainframe systems such as laptops, desktops and iPads.
Install and up grade hardware and software and provide complete assistance while configuring hardware, software, and peripherals of the end user systems.
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
Provide one on one assistance to the end user regarding the technical flaw by going to the user’s desk in person.
Resolve network related issues like LAN, WAN connection problems, network access, mails, internet, IP Phones, etc.
Support Smart phones (iOS, Android, windows and blackberry OS), mail, calendar and contacts configuration, data transfer, and data backup.
Participated and played a big role in Bitlocker and Airwatch MDM projects
Worked with customers based in UK, USA, Canada, Singapore, Spain and UAE in a 24/7 in-bound call center environment.
Managed over than 600 user accounts on Microsoft Active Directory and Microsoft Exchange. Worked on resolving issues which are very time consuming and complex. (Solved a significantly high number of customer problems)
Resolved network and phone issues by working with third parties and assisted in identifying the root cause of the problems.
Provided high quality 1st and 2nd line technical support by maintaining and troubleshooting hardware and software solutions using a professional service desk online system and following the company’s standard processes and procedures.
Supported Smart phone Operating Systems including iOS, Android, and blackberry, also supported Mac and iPad notebooks.
Created change controls for security patches, Software updates and deployed using Robocopy or specialized applications such as (SCCM System Center Configuration Manager).
Worked with sales and Management teams on “customers on boarding” projects.
Worked with third parties on managing, renewing and transferring a large number of multiple customers’ domains.
Performed an outstanding customer service by scheduling call backs to customers to ensure issue has been resolved and confirm customer satisfaction.
Documented technical User Manuals, and System Procedures, which were either sent to end users or shared on the company’s knowledge base.
Delegated duties within the IT department and reviewed completed tasks to ascertain compliance with standards.
Substantially increased security and performance of systems by implementing new anti-virus software and critical system updates.
Monitored all team members and provided necessary guidance and motivation to produce desired results.
Worked with other departments and won many awards and achievement recognitions on the company level such as King Abdullah II Award for
Diana Abu Huwaij
Entrepreneurship that was organized by the Development and Employment Fund.
Worked with communications and mobile third parties to apply services that enabled the company’s clients to carry out diverse financial transactions from their mobiles to the company’s system which improved the company’s profit and reduced the sales team effort.
Performed periodic risk assessments and initiate risk control strategies.
Performed IT audit to discover areas of weaknesses and fortify them.
Performed appraisal of team member’s performance and devise strategies to help with improvement.
Provided 1st level hardware and software support, basic network troubleshooting, hardware and peripherals, includes desk-side or remote technical support. Updated the company’s Website, migrated the company’s Intranet FTP site, created and designed new web pages such as” Users FAQ”, “Who’s Who” and other business pages.
Managed “Oracle and SQL server” databases, and Developed SQL scripts to the reporting of a shipping project.
Deployed a new operating system (windows7), and security patches to all user’s machines in multiple branches within the required time frame.
Completed SQL system migration project on time and within budget.
Worked with IT team members in a relocating one of the company’s offices IT infrastructure and assisted in Setting up and configuring servers and desktops.
Performed an outstanding job on developing two local applications designed in house (Integrated Sales Management and Integrated Management System) which improved the company’s profit and reduced the sales team data entry effort.
Developed training materials and procedures, and trained users on the new systems applied.
Designed the company’s greeting cards, ads, and posters using Adobe Photoshop and Illustrator.
• High School Diploma (Tawjihi), scientific stream at Sukaina Bent Al- Hussein Secondary School with an average of 90.8