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تم إلغاء حظر المستخدم بنجاح
فيصل طلحة, Team Leader Service desk

فيصل طلحة

Team Leader Service desk·Abu Dhabi media

الولايات المتحدة

بكالوريوس, Bachlor Information Technology

الخبرة العملية

مجموع سنوات الخبرة: 18 سنوات, 8 أشهر

Team Leader Service desk

يناير 2010 - حتى الآن

Abu Dhabi media

أبو ظبي، الإمارات العربية المتحدة

يناير 2010 - حتى الآن

• Provided single point of ownership for delivery & operations between the business units and the internal or external technology community.
• Understand and translate the business needs to appropriate tasks for the respective domains and responsible / accountable for end-to-end project delivery
• Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management and telephony.
• Lead the team of 16 desktop support engineers; provided direction for soft skills and technical guidance; direct reports regarding day to day activities to IT Management.
• Ensure continuous communication and coordination with the users / sites in the event of a Priority1 / 2 and facilitate business continuity during service outages.
• Participate in the change control process as per requirement
• Validate service availability of infrastructure and applications, publish periodic health check reports and scorecards and attend reviews with business units
• Ensure to provided best IT Support to more than 1500 users at all times spanning across
• Conducted annual Survey to measure the efficiency of the services offered to business
• Created Processes to align IT Strategy with business using ITIL best Practices
• Conducted training for the Staff on how to use application
• Chaired/Hosted the Incident Management and problem management meetings to reduce reoccurring Incidents/problems
• Provided documentation on various critical operations in support like start-up, shut down and first level troubleshooting of processes to help desk staff.
• Consistently achieved agreed SLA with minimal re-opened incident.
• Researched new vendors and partners to obtain the most cost-effective pricing for IT equipment resulting immense savings for the company

مجال الشركة:
الإنتاج الإعلامي
الدور الوظيفي:
الخدمات المساندة

Helpdesk Supervisor

أغسطس 2007 - أكتوبر 2009

Abu Dhabi Commercial Bank

أبو ظبي، الإمارات العربية المتحدة

أغسطس 2007 - أكتوبر 2009

• Lead the team of 24 desktop support engineers & helpdesk desk staff; provided direction for soft skills and technical guidance; direct reports regarding day to day activities to IT Management.
• Implementation of centralized Helpdesk to support the business
• Project coordinator for the automatic check deposit system for central bank U.A.E
• Administration/System admin of Remedy BMC for Helpdesk
• Implemented Remedy Ticketing system with asset management module
• Call center solution implemented (Avaya)
• Quarterly surveys for the IT helpdesk services across bank wide network and implement corrective actions
• Implementation of outsourcing model to leverage manpower at a lower cost as compared to direct hiring.
• Ensure that Helpdesk operates on the ISO 27001 procedures/process and an active member of the Service Quality Department.
• Vendor Management - negotiate better terms and conditions based on market growth and doing comparative analysis (Risk Analysis and Business Analysis)

مجال الشركة:
البنوك
الدور الوظيفي:
إدارية

التعليم

Preston University

أغسطس 2005

أغسطس 2005

بكالوريوس، Bachlor Information Technology

باكستان

Skills

Service Desk
Expert
Service Desk
Expert
Planning
Expert
Planning
Expert
Customer Care
Expert
Customer Care
Expert
Incident Management
Expert
Incident Management
Expert
Problem Analysis
Expert
Problem Analysis
Expert
Problem Management
Expert
Problem Management
Expert
Continuous Service Improvement
Expert
Continuous Service Improvement
Expert
Incident Management
Expert
Incident Management
Expert
Service Support & delivery
Expert
Service Support & delivery
Expert
Customer Services & excellence
Expert
Customer Services & excellence
Expert
Team Work
Expert
Team Work
Expert
Asset Management
Expert
Asset Management
Expert
IT Operation Management
Expert
IT Operation Management
Expert
Team Development
Expert
Team Development
Expert
OKTA - SSO
Intermediate
OKTA - SSO
Intermediate
Windows OS Support
Expert
Windows OS Support
Expert
MAC OS Support
Expert
MAC OS Support
Expert
Event Management (NOC)
Expert
Event Management (NOC)
Expert
SD Manage Engine
Expert
SD Manage Engine
Expert
Application Analyst
Expert
Application Analyst
Expert
SCCM
Intermediate
SCCM
Intermediate
Avanti Patch Management
Intermediate
Avanti Patch Management
Intermediate
Active Directory Management
Intermediate
Active Directory Management
Intermediate
Office 365
Expert
Office 365
Expert
Change Management
Expert
Change Management
Expert
Box
Intermediate
Box
Intermediate
Kaseya
Intermediate
Kaseya
Intermediate
Webex Admin
Expert
Webex Admin
Expert
Service Desk
Expert
Service Desk
Expert
Planning
Expert
Planning
Expert
Customer Care
Expert
Customer Care
Expert
Problem Analysis
Expert
Problem Analysis
Expert

حسابات مواقع التواصل الاجتماعي

الموقع الشخصي
الموقع الشخصي

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اللغات

الانجليزية
متمرّس
الأوردو
متمرّس

التدريب و الشهادات

الشهادات
Comptia A+
Apr 2019
ITIL Foundation
Jan 2011