Digital Support Services Director
advanced electronics company
مجموع سنوات الخبرة :31 years, 1 أشهر
Organization : Advanced Electronics Designation : Digital Support Services Director Department : Beneficiary Services Job Responsibilities:
• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Participating in CAB activities
• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Participating in CAB activities
Organization : Tools and Solutions Designation : Service Command Center Manager Department : Information Technology Job Responsibilities:
• Monitoring performance of all IT services
• Perform analysis, planning, and provide direction
• Manage the overall IT Service Desk activities
• Implement methodologies to improve first call resolution
• Provide timely communication
• Analyzing and reporting all reports and follow-up with stakeholders
• Participating in CAB activities
• Managing daily operations of the service desk
• Follow up customer satisfaction issues and user feedback responses
• Responsibility for incident management and request
• Manage customer observations and build strong internal relationships
• Analyze and track trends in Service Desk requests and generate statistical reports
• IT Asset managements (Hardware and software)
• Upgrade windows version project
• Participate and worked on cloud platform project
Designation : Service Desk Manager Department : Information Technology Job Responsibilities:
• Managing daily operations of the service desk
• Follow up customer satisfaction issues and user feedback responses
• Responsibility for incident management and request
• Manage customer observations and build strong internal relationships
• Analyze and track trends in Service Desk requests and generate statistical reports
• IT Asset managements (Hardware and software)
• Upgrade windows version project
• Participate and worked on cloud platform project
• Maximize project profitability by creating and organizing efficient billing processes
• Negotiate services performed by installation team and payment to third-party vendor
• Coordinated repair, replacement and return of damaged/defective computer equipment
• Service Management Reports (Daily, Weekly, Monthly and Yearly)
• Providing approved technical specifications to procurement team
• Make sure the SLAs are being fulfilled
• Lead of Service Desk & IT Call Center
• ITSM tool implementation projects
• Worked on Branches System
• Gathering Branches requirement
• Develop and implement Software
• Maintaining & Managing activities on financial system
• Defining the workflow process for payments and requisitions
• Database Management (Sybase)
• Reports on the financial system
Organization : Riyad Bank
Designation : System Analyst Duration : November 2000 to February 2002
Department : IT-Branch Systems Job Responsibilities:
• Worked on Branches System
• Gathering Branches requirement
• Develop and implement Software
• Maintaining & Managing activities on financial system
• Defining the workflow process for payments and requisitions
• Database Management (Sybase)
• Reports on the financial system
:Achievements
• Setting up disaster recovery site. - Windows 10 upgrade.
• 10 years of service. - 5 years of service.
• Installation of the Shareholders System. - SMARTStream Project.
