Service Desk Team Leader.
Aljaber Group
Total years of experience :19 years, 2 Months
• Supervisor for first and second level support team whom provide service to Aljaber Group of Companies (total 8 persons - more than 1500 staff employees).
• Provide the technical support to the owners and to the top management users.
• Ensuring that all processes - used by the service desk- are thoroughly documented and regularly improved.
• Control and manage the load of work inside the team by using IT Service management System like Assyst-Net solution.
• Ensure that clients' incidents and services requests are handled and resolved in a timely manner with reference to Service Level Agreements (SLA).
• Provide senior-level desktop support for a diverse user base, resolving hardware and software issues promptly.
• Engaged in user support interactions via telephone, chat, remotely email platforms.
• Support all urgent and critical cases.
• Install, configure, and maintain desktop systems, ensuring optimal performance and security.
• Collaborate with the IT team to implement and enforce security policies and procedures.
• Collaborated with cross-functional teams to implement IT projects on time and within budget.
• Creation, validation and acceptance of IT department policies, processes, procedures and knowledge base.
• Manage and Control IT Inventory 5000+ assets.
• Ensure that the IT Assets are maintained (HW assets and software components) to keep records accurate and updated.
• Documented and updated known fixes in knowledge base for future reference.
• A member of development team to provide in-house (web/windows) applications to improve the productivity of our company
• Design - Analyze - Develop applications in dot net environment and SQL server DB.
Senior Desktop support Engineer (Technical - Hardware - Software) in several Companies (Al-Jaber Precision Engineering Company, Al -Jaber Heavy Lift Company -Main Office).
• Delivered comprehensive IT support to enhance the efficiency of daily operations.
• Assisted in the planning and execution of system upgrades, ensuring minimal disruption to users.
• Responded to user operational issues with desktop computers, laptops devices to enable problem resolution.
• Installing, updating, upgrading and troubleshooting Operating systems, computers, printers, softwares and Microsoft office applications.
• Control Sigma Nest, SolidWork, TrueTops and others software’s install, update, troubleshoot and contact with their suppliers to solve problems.
•
• Assemble and preparation new computers.
• Control all hardware items through Inventory software.
• Customize new computers based on requirements.
• LAN networks design and implementation.
• LAN troubleshooting.
SharePoint Site Eng.
• Installing servers for SharePoint (Web + Database).
• Applies security on SharePoint Portal.
• Backup and restore SharePoint Portal.
• Backup and restore Database server.
IT coordinator.
• Coordination between IT department and many companies in Al-Jaber Group.
Following up orders for new software and hardware.
• LAN and WAN Networks design and implementation (Routers & Switches).
• Design IP addresses for main networks of the Commercial bank Of Syria and design sub networks IP addresses using subletting IP address.
• Finish new design for the Network of Commercial Bank of Syria which depends on Fiber Link.
• Leader for team responsible to stable connection for branches and more than 400 ATM around Syria with a data network using Leased lines, ISDN, PDN (Public Data Network).
• Apply Port security in all CBS switches.
• Technical Support for all Branches.
• Analyzing, Design and Programming an application for cars loan using C#, SQL Server DB and crystal report for Syrian Lebanon Commercial Bank with international standards.
• Analyzing, Design and Programming applications for cars loan, elevators loan and heaters loan using C#, SQL Server DB and crystal report for CBS.
• Simple application witch create temporary DB to Migration Data From Old CBS banking system to new banking system (Misys) for LC`s and LG`s.
• Create, maintenance, update, backup and restore SQL Server Data-Bases for all above Applications
• Manager for a small network.
• A member of AMIR's research IT Team which is Working on create
programming library and Automated Distribution System Project for
distribution Companies
Graduation project LAN Management System and scheduling tasks Using Dot Net Framework.