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فاعور الحمود, Assistant IT Manager - Service Desk

فاعور الحمود

Assistant IT Manager - Service Desk·Alghanim Industries

الكويت

بكالوريوس, Computer Science

الخبرة العملية

مجموع سنوات الخبرة: 15 سنوات, 7 أشهر

Assistant IT Manager - Service Desk

أغسطس 2022 - حتى الآن

Alghanim Industries

الكويت، الكويت

أغسطس 2022 - حتى الآن

• Manage L2 Support and field support all over Kuwait
• Coordinate with all Alghanim industries businesses to cover all the needs in terms of IT
• Meet businesses IT managers regularly to log any challenges they face with IT assets or ITSD process and performance
• Provide the businesses with all IT assets needed in daily operations
• Manage IT stock and maintain safety stock by 40%
• Provide Head of IT Service Delivery and operations with forecast for IT stock
• Ensure that the cases and requests are being resolved and fulfilled within the SLA
• Track disposed IT assets until they are wiped out
• Coordinate with IT procurement team to ensure that business needs and IT stock are received on time
• Ensure that critical cases and requests are being delivered in time manner
• Support Business IT Managers in implementing new solutions and provide them with needed IT assets
• Ensure that machines being used are up to standards and recommend the proper machines to business users when needed
• Prepare requested reports for Head of IT Service Delivery and operations.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
تكنولوجيا المعلومات

IT Field Support Lead

مارس 2014 - يوليو 2022

Azadea

عمان، الأردن

مارس 2014 - يوليو 2022

• Supervise the pre-opening phase of new stores in terms of design, installation and configuration, and assist in resolving issues.
• Report updates, status and completion information to Regional IT team.
• Take corrective and preventative measures in order to ensure a stable environment and systems performance.
• Coordinate with the suppliers to ensure proper rollout of system updates projects.
• Review reports and documentation regarding the installation of hardware and networking equipment.
• Run unit meetings in order to ensure all unit activities and objectives are properly understood and communicated.
• Carry out functional supervisory responsibilities that include planning and assigning tasks, setting deadlines, monitoring results and quality.
• Ensure the team members are logging all the incidents and requests in the Service Desk system and follow up on the pending and breached cases.
• Assist in recruiting, training, motivating and evaluating his/her team to ensure that the department has the necessary skill base and that staff are optimally motivated and enabled to maximize their potential and contribution to the company.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
تكنولوجيا المعلومات

Assistant IT Manager

أبريل 2012 - مارس 2014

MAF Hypermarkets Carrefour

عمان، الأردن

أبريل 2012 - مارس 2014

• Helps the IT Manager to ensure the overall functioning of the retail IT systems and infrastructure.
• Support to the IT manager in maintaining the systems in the stores.
• Responsible for troubleshooting of all software and hardware in the stores (Support Level-1).
• Ensure proper IT support for all the stores users (Support Level-1).
• Help maintain user files on the server in a safe manner.
• Ensure that back-ups completed on a regular basis to avoid any loss of files.
• Ensure off-site storage tapes on scheduled timing.
• Help IT manager in training & supervising staff.
• Prepare action plans for IT staff in quarterly basis.
• Contact with all suppliers for assets maintenance and expenses purchases to get the best offers and services from them.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
تكنولوجيا المعلومات

Customer Care Representative – Back Office

نوفمبر 2011 - مارس 2012

MarkaVIP

عمان، الأردن

نوفمبر 2011 - مارس 2012

• Maintain customer satisfaction by providing problem-solving resources.
• Accomplishes customer service objectives by training contact center staff.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Implement productivity, quality, and customer-service standards.
• Determine customer service requirements by maintaining contact with customers.
• Improve customer-service quality results by studying, evaluating, and re-designing processes.
• Handle all cases sent by call center and solve issues in time manner.

مجال الشركة:
الأزياء والملابس
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Customer Care Representative – Call Center

نوفمبر 2010 - نوفمبر 2011

Wi-Tribe

عمان، الأردن

نوفمبر 2010 - نوفمبر 2011

• Serve all customers inquiries and complains though all contact channels (Call, E-mail, and Fax).
• Follow-up and solve customer complaints.
• Maintain high quality customer service to customers.
• Outgoing calls to customers as promotional campaigns, reminders, follow up calls.
• Revise and update customers information into IT systems.

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
الخدمات المساندة

التعليم

Phildalephia university

مايو 2011

مايو 2011

بكالوريوس، Computer Science

الأردن

Philadelphia University

يناير 2011

يناير 2011

بكالوريوس، Computer Science

الأردن

Philadelphia University

ديسمبر 2010

ديسمبر 2010

بكالوريوس، Computer Science

الأردن

Skills

Troubleshooting Hardware
Expert
Troubleshooting Hardware
Expert
Negotiation
Expert
Negotiation
Expert
IT Asset Management
Expert
IT Asset Management
Expert
IT Solutions
Expert
IT Solutions
Expert
IT Service Management
Expert
IT Service Management
Expert
HYPER V
Intermediate
HYPER V
Intermediate
IT ASSET MANAGEMENT
Intermediate
IT ASSET MANAGEMENT
Intermediate
TIER 1 TECHNICAL SUPPORT
Intermediate
TIER 1 TECHNICAL SUPPORT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
Trouble Shooting
Expert
Trouble Shooting
Expert
coaching
Intermediate
coaching
Intermediate
IT Budgeting
Expert
IT Budgeting
Expert
Technical Support
Expert
Technical Support
Expert
Team Management
Expert
Team Management
Expert
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
INFORMATION TECHNOLOGY MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY MANAGEMENT
Intermediate
SYSTEM DEPLOYMENT
Intermediate
SYSTEM DEPLOYMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
CROSS FUNCTIONAL TEAM LEADERSHIP
Intermediate
CROSS FUNCTIONAL TEAM LEADERSHIP
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
GOAL SETTING
Intermediate
GOAL SETTING
Intermediate
MICROSOFT OPERATING SYSTEMS
Intermediate
MICROSOFT OPERATING SYSTEMS
Intermediate
Troubleshooting Hardware
Expert
Troubleshooting Hardware
Expert
Negotiation
Expert
Negotiation
Expert
IT Asset Management
Expert
IT Asset Management
Expert
IT Solutions
Expert
IT Solutions
Expert
IT Service Management
Expert
IT Service Management
Expert

اللغات

العربية
اللغة الأم
الانجليزية
متمرّس

العضويات

IT Club Philadelphia University

IT Club Member

January 2008

التدريب و الشهادات

الشهادات
ISO/IEC 27001 Lead Implementer Certification
Managerial Development Program Certification
Microsoft Certified Systems Engineer (MCSE)
ISO/IEC 27001 Framework & Requirements
ISO/IEC 27001 Lead Implementer Certification
Managerial Development Program Certification
Microsoft Certified Systems Engineer (MCSE)
ISO/IEC 27001 Framework & Requirements
ISO/IEC 27001 Lead Implementer Certification
Managerial Development Program Certification
Microsoft Certified Systems Engineer (MCSE)
Installing And Configuring Windows Server 2012

الهوايات

  • Bodybuilding
  • Ping Pong,
  • Football,
  • Off-roading,