Help Desk and Operation Infrastructure Supervisor
Hikma Pharmaceuticals - Other Locations
Total years of experience :9 years, 10 Months
• Supervise and support IT Operations insuring SLA, Quality, policies, and procedure are achieved.
• Monitor and supervise subordinate day to day activity.
• Administering IVANTI Ticketing system (Assign tasks to operation team members)
• Responsible for the Incident Management process
• providing 24x7 Incident management co-ordination and communication
• promote IT Operations team's skills and creating new opportunities to develop skilled 2nd line team within the operations team.
• Administering active directory and managing user’s access rights.
• Administering Print server and GXP Environment
• Install, configure office 365.
• Supervise BitLocker & One Drive installation process (all over 800 devices in different Hikma Sites)
• Oversee local support vendors to ensure timely delivery of services and compliance with SLAs (Service Level Agreements)
• Applying, Assuring clients & servers security
• Administering Symantec end point protection
• Monitor team members on technical issues
• Train and provide troubleshooting procedures to help desk support for first-line network & System issues
• Plan, manage, troubleshoot, and administrate complex network and projects involving installing, configuring and maintaining all network hardware and software, including the windows server, Storage Area Network (SAN), LAN and WAN environments switches, routers, and firewall for network functionality including Internet connectivity and security solutions
• Configure of authentication & authorization for Active directory services such as file servers, Group Policy, Print Servers, DNS, DHCP, WDS, WSUS, and Hyper-V
• Plan and complete daily assigned tasks within deadlines and regular network maintenance downtime work during non-working hours to ensure optimal performance during productive hours
• Install, configure & Troubleshoot software, network & hardware systems (PCs, Workstations, Laptops, Servers, Thin Clients & Printers)
• Provide assistance with the planning, coordination, and delivery of identified IT projects
• Working with IT Director, to develop and maintain an ongoing strategic plan for each technology within Network Infrastructure
• Perform security checks and recovery mechanism
1- Reported directly to IT Manger
2- Monitoring, troubleshooting and solving user’s problems
3- Manage day to day the IT Business Operations to ensure the stability, integrity, and efficient operation of the information systems infrastructure
4- Operate and administer computer and telecommunications software networks and information systems
5- Manage the maintenance of PC networks including workstations, printers, other peripherals, Internet access, and email and network security.
6- Manage windows domain account and email accounts
7- Manage CCTV and Fingerprint at different sites
8- First line support Handheld (HW and SW) at all sites
9- Installing and troubleshooting Business applications (SAP)
10- Testing and fixing faulty equipment
11- Diagnosing hardware/software faults and solving technical problems, either over the phone or face to face
12- Administer desktop computers, printers, routers, switches, firewall, phones, personal digital assistants, smartphones, security updates
- Develop and maintain the operations model based on the business needs.
- Provide the suitable solutions for any application issue as per agreed on SLA and task criticality
- Participate with the IT Director in establishing the IT strategic plan as well as the annual budget in line with company strategies.
- Develop the IT operational plans according to specialized area.
- Establish the IT Budget in line
- Conduct deals with suppliers to achieve the company requirements of Hardware (H/W) component (PCs, Printers……) and ensure an uninterrupted business operation.
- Follow-up on H/W & Applications maintenance providers to ensure an uninterrupted business operation.
- Ensure providing users with adequate training on office applications as well as ongoing PC, & HW support.
- Implement, and audit robust mechanisms to ensure data integrity & retention, and information security in line with good IT Practice and Group IT Policies & Procedures.
- Develop & maintain the IT related policies & procedures in line with Group IT Policies & Procedures
Responsible for IT Department in the hyper market and warehouse.
Responsible for all IT equipment’s (Hand Held / Printers/ Barcode Printer/ Access points / Router)
Support all users for any issues (SAP / Windows / Mail)
Make (PickingList / Invoices / I.M.L / GRN) as a daily task in SAB
Configuring new Hand Held and connect them to the network
Responsible for project of installing camera system inside the hypermarket and warehouse
Responsible for Monthly Stocktaking and make the reports about it
Configuring (AD User / Email / Printers / Access Point)
Installing and troubleshooting Business applications (SAP / Microsoft Office)
Setting up and configuring New Laptops and Desktops
Monitoring and maintaining the computer systems and networks within an organization in a technical support role. If there are, any issues or changes required, such as forgotten passwords, viruses or email issues.
Setting up and configuring New Laptops and Desktops
Installing authorized Software to Laptops and Desktops
Preparing documents about (New users - replace any device or equipment’s) and responsible for IT department inventory
Diagnosing hardware/software faults and solving technical problems, either over the phone or face to face
Working with customers/employees to identify computer problems and advising on the solution
Logging and keeping records of customer/employee queries
Analyzing call logs so you can spot common trends and underlying problems
Updating self-help documents so customers/employees can try to fix problems themselves
Testing and fixing faulty equipment
Managing all tasks about Handheld operation
Stamping and setting up all Handheld device
Supporting end user’s application (Office2007, 2010, 2013)
Installing and troubleshooting Business applications (SAP, Infinity System …)
Supporting Top Management Level
Management Information system