IT Helpdesk Stuff
Diyar United Company
مجموع سنوات الخبرة :13 years, 10 أشهر
-Responsible for the incident management process by acting as the 1st line of support for all technical issues, including hardware and software questions and consulting, installations, networking, network connection requests, and troubleshooting.
-Responsible for incident ownership and escalation procedures to the concern teams.
-Responsible for recording/logging all incidents and service requests, categorizing them based on priorities and for deciding on the action to be taken on each incident.
-Provide quick solutions/workarounds to the users hence reducing their downtime using the Knowledge Base.
-Provides 1st level (assistance over the phone and Remote Access Support) technical support to the IT users in KPC.
-Responsible for any asset (hardware/software) given to the user and record it in the inventory items with configuration ID which is linked to the user’s employment ID
(December 2010-present 2014), working as IT Helpdesk Stuff in Diyar United
Company under Managed Services Division for KPC outsourcing Project.
• Responsible for the incident management process by acting as the 1st line of support for all technical issues, including hardware and software questions and consulting,
installations, networking, network connection requests, and troubleshooting.
• Responsible for incident ownership and escalation procedures to the concern teams.
• Responsible for recording/logging all incidents and service requests, categorizing them
based on priorities and for deciding on the action to be taken on each incident.
• Provide quick solutions/workarounds to the users hence reducing their downtime using the Knowledge Base.
• Provides 1st level (assistance over the phone and Remote Access Support) technical
support to the IT users in KPC.
• Responsible for any asset (hardware/software) given to the user and record it in the inventory items with configuration ID which is linked to the user's employment ID.
-Successfully managed to work with multiple projects simultaneously.
-Survey & Design Indoor antennas to enhance Zain & Viva coverage.
-Document & Prepare Reports for Indoor Sites to be submitted for acceptance of the operator.
-Conducts Site Survey for the GSM Room Location, Possible Riser to be used for the Feeder cables, and Antenna locations.
-Calculates power budget to ensure optimum design of Distributed Antenna System (DAS).
-Prepares antenna and cabling layout, schematic diagram, BOQ.
-Handles the In Building Walk test using TEMS tools.
-Designing the MIMO technology system for operator requirement (Viva).
-Tracking the progress of individual projects and monitoring costs.
-Preparing Service Completion Report for outdoor/indoor sites.
(November 2010-Octobar 2012), working as IBS Engineer in HAYAT
COMMUNICATION company under Multiple projects for Viva IBS sites
Projects and ZAIN Swap project by Huawei.
• Successfully managed to work with multiple projects simultaneously.
• Survey & Design Indoor antennas to enhance Zain & Viva coverage.
• Document & Prepare Reports for Indoor Sites to be submitted for acceptance of the operator.
• Conducts Site Survey for the GSM Room Location, Possible Riser to be used for the
Feeder cables, and Antenna locations.
• Calculates power budget to ensure optimum design of Distributed Antenna System
(DAS)
• Prepares antenna and cabling layout, schematic diagram, BOQ.
• Handles the In Building Walk test using TEMS tools.
• Designing the MIMO technology system for operator requirement (Viva)
• Tracking the progress of individual projects and monitoring costs.
• Preparing Service Completion Report for outdoor/indoor sites.
(June 2010-September 2010) Working as a trainee Engineer in WAJDA Tele'
Group at IBS (Indoor Building Solutions) Department.
• RF survey and design for Indoor sites.
• Keep smooth communication with customer and internal of company.
• Take responsible for designing IBS sites, link budget & delivery planning schedule and roadmap.
• Control the project progress and avoid risk availably.
• Handle &Analyze data of Walk test by (TEMS, or NEMO handy tool)
• Analyze and solve the questions cause by DAS system or BTS dedicated on IBS site.
-RF survey and design for Indoor sites.
-Keep smooth communication with customer and internal of company.
-Take responsible for designing IBS sites, link budget & delivery -planning schedule and roadmap.
-Control the project progress and avoid risk availably.
-Handle &Analyze data of Walk test by (TEMS, or NEMO handy tool).
-Analyze and solve the questions cause by DAS system or BTS dedicated on IBS site.
• ITIL Foundation Certificate in IT Service Management, 30 Dec, 2012.
• Certified in iBwave Certification Program (Design Professional level) from iBwave E-learning Center, July, 2011.
Rated Very Good (2nd upon my major).
• High school diploma, from Al-Tafawoq Private School. Al-Surra - Kuwait Rated: 82% TRAINING & CERTIFICATIONS • Certified in Microwave Planning for Mobile Networks from JEA-Jordan, March, 2010. • Certified in In-Building systems Planning (IBS/DAS) from TECGCOM
• B.Sc. Degree in Communication & Electronics Engineering, from Applied Science University '06. Amman - Jordan. GPA: 83.03% Rated Very Good (2nd upon my major)