IT Engineer & Service Desk Team Leader
Al Jaber Group
مجموع سنوات الخبرة :19 years, 3 أشهر
• Spearheaded an 8-member IT and Service Desk team, delivering comprehensive support to over 1500 Aljaber Group employees.
• Provided elite technical assistance to VIP and VVIP stakeholders, ensuring top-tier service and satisfaction.
• Conducted regular performance reporting aligned with IT service desk KPIs, driving continuous improvement.
• Enhanced IT support with multi-channel user assistance & rapid issue resolution
• Established and refined IT service processes, ensuring thorough documentation and procedural excellence.
• Administered workload distribution using Assyst-Net for optimal IT service, call management, and inventory control.
• Formulated and executed Service Level Agreements (SLAs), guaranteeing timely resolution of client incidents and service requests.
• Offered advanced desktop support across a varied user environment, swiftly addressing hardware and software issues.
• Facilitated user support through multiple channels, including phone, chat, email, and remote access platforms.
• Rapidly responded to and settled urgent and critical IT cases, maintaining system integrity and user productivity.
• Installing configuring, and maintaining desktop systems, prioritizing peak performance and robust security.
• Authored and ratified Service Desk policies, processes, and procedures, enhancing departmental knowledge and efficiency.
• Collaborated with cross-departmental teams to deliver IT projects within scope, time, and budget constraints.
• Managed an extensive IT inventory of over 5000 assets via Assyst-Net, ensuring meticulous record-keeping and asset maintenance.
• Ensure that the IT Assets records are up to date (HW assets and software components) to keep records accurate and updated.
• Updated and curated a knowledge base of solved issues, fostering an efficient reference system for future troubleshooting.
• A member of development team to provide in-house (web/windows) applications to improve the productivity of our company.
• Design - Analyze - Develop applications in .net environment and SQL server DB.
Senior Desktop Support Eng.
• Expertly provided site end-to-end IT support at several companies of Aljaber Group, enhancing daily operational efficiency.
• Orchestrated seamless system upgrades, strategically minimizing user downtime.
• Swiftly addressed and resolved desktop and laptop issues, ensuring continuous user productivity.
• Proficiently install update, and maintain operating systems, software, and hardware peripherals.
• Skilled in diagnosing and resolving complex system, network, software and hardware faults.
• Delivered consistent daily support, optimizing user workflow and satisfaction.
• Provide expertise, installation, support and direction on users’ network issues including Active Directory, DNS, DHCP, security, virus prevention, email, and general network performance.
• Managed software lifecycle for specialized applications like Sigma Nest and Solidworks, Adobe, liaising with vendors for issue resolution.
• Custom-designed workstations to meet evolving business requirements.
• Maintained meticulous IT asset management using Inventory software.
• Assembled and prepared new devices, ensuring high standards of configuration and setup.
• Engineered and troubleshot LAN networks, contributing to robust connectivity.
• Support the rollout of new applications.
• Installing and configure servers for SharePoint (Web + Database).
• Maintain, backup and restore SharePoint and DB server.
• Coordination between IT department and many companies in Al-Jaber Group to implement and install new solutions.
• Managed and Following up the lifecycle of IT orders for new software/hardware requirement.
• Company profile: The largest bank in Syria with over 70 branches and numerous service centers connected through a large network infrastructure.
• Expertly designed and managed LAN/WAN infrastructures utilizing advanced Routers and Switches.
• Influential leader in technical bidding committees, adept at navigating tender processes and settlement negotiations.
• Strategically designed IP addressing schemes for the Commercial Bank of Syria through proficient IP sub-netting.
• Completed a new network design for the Commercial Bank of Syria based on Fiber Link technology.
• Directed a high-performing team to maintain robust connectivity for branch offices and over 400 ATMs nationwide via Leased lines, ISDN, and PDN.
• Fortified network security by implementing Port Security protocols across all CBS switches.
• Delivered exceptional Technical Support to ensure seamless operations across all bank branches.
• Engineered a car loan windows application utilizing C#, SQL Server, and Crystal Reports, adhering to international standards for the Syrian Lebanon Commercial Bank.
• Developed diverse loan applications for vehicles, elevators, and heaters with C# and SQL Server, integrating Crystal Reports for CBS.
• Implemented a temporary database solution for smooth data migration from legacy CBS banking systems to the new Misys platform, focusing on LCs and LGs.
• Managed SQL Server databases, ensuring efficient creation, maintenance, updates, backups, and restoration for all above related applications.
• Conducted an in-depth analysis and proposed an innovative queuing system to enhance customer service management for CBS.
• Researched and defined technical specifications for modems, switches, and routers to meet CBS's infrastructural requirements.
• Delivered comprehensive IT support and administration for corporate network.
• Actively contributed to AMIR's Research IT Team, focusing on the development of innovative programming libraries and the Automated Distribution System Project tailored for distribution companies.