Technical Support Team Leader
International Systems Engineering (ISE)
مجموع سنوات الخبرة :19 years, 0 أشهر
ISE delivers mission-critical IT solutions, services and cutting-edge technologies across the Defense, Aerospace and National Security sectors.
Joined the organization as Technical Systems Engineer, moved on upward career trajectories, to merit promotions to the position of Technical Support Team Lead.
Designation Chronology:
• 2018 - Present: Technical Support Team Lead
• 2011 - 2018: Technical Systems Engineer
Accomplishments:
• Guaranteed performance and availability of server and network infrastructure is maintained to the highest standard with maximum levels of productivity and efficiency for employees/ internal customers.
• Acted as SPOC (Single Point of Contact) for escalated technology issues - troubleshoot, identify root causes, and provide resolution.
• Recognized for excellent project management, technology leadership, and strong advocacy to continually evolve through a culture of continuous improvement.
Roles:
• Commanding day-to-day operations with ownership for solving unique and complex problems that have a broad impact on the business.
• Superintending a dynamic Technical support team, providing technical coordination, oversight and leadership to ensure proper day-to-day operation of technology applications and equipment.
• Designing appropriate solutions based on environment, creating detailed network designs, assessing and testing new and evolving technologies for performance and cost benefits.
• Driving the transition to well-run and high-performing operational capabilities. Communicating deadlines to team members, and ensuring all projects and tasks are completed on time.
• Serving as coach, consultant, leader, and mentor to a team of System Support Analysts, empowering them to provide unmatched customer service.
• Providing guidance, instruction, direction and leadership to System Support Team to drive performance, efficiency and quality of work.
• Building and supervising highest performing team of Technology Specialists to support institution needs in high demanding and challenging environment.
Accomplishments as Technical Systems Engineer (2011 - 2018):
• Provided highest level of technical support to ensure problem resolution is achieved in the shortest possible time-frame.
• Mentor and a great colleague aided less experienced team members. Promoted a positive work ethic, encouraged team members to work beyond their own spheres of expertise.
Roles as Technical Systems Engineer (2011 - 2018):
• Defined system architecture, responsible for the technical design, planning, implementation and the highest level of performance tuning and recovery procedures for mission critical computer systems.
• Managed business solutions on enterprise platform operations, tested, managed processes, built and configured hardware and software.
• Maintained performance for several servers, documented servers infrastructure status, configurations & highlight risk assessments. Mitigated issues proactively with holistic insights into server performance, faults, performance metrics, etc.
• Built desktops and laptops to customer’s specifications, ensured that all builds are documented, controlled, patched and secure.
• Managed high security storage and back-up operations, clustering and data mirroring to facilitate effective IT operations, and implementing LAN operations.
Roles:
• Designed network strategy and architecture/blueprint for all network, internet and security administration systems, using demarcated database administration systems for each department.
• Committed to innovation, architected transformation/ enhanced network services with network expansion/ upgrading, that will meet future business needs.
• Evaluated organizational requirements and established procedural standards, provided cost effective requirements and upgrades recommendations to ensure superior levels of security, disaster management and recovery.
• Administered deployment of highly available IT infrastructure and associated support services, including networks, servers, storage, telecommunication, video conferencing and surveillance cameras.
• Led a highly qualified network team to develop design principles, models, plans, internal standards, budgets, and processes based on industry best practices.
• Provided network, hardware and software support, analyzed technical/ operational requirements of the network, suggested strategic recommendations for changes to network infrastructure through design changes or improvements.
PREVIOUS PROFESSIONAL EXPERIENCES:
• 2003 - 2005: Technical Support, Solution Group for Computer Services, Jeddah
• 2001 - 2003: Computer Technician, Global Arabian for Modern Application Ltd, Jeddah
BSc Information Technology and Computing Arab Open University