IT Manager & Service Delivery Manager
Global Knowledge
Total years of experience :27 years, 9 Months
Manage and lead the IT Department to deliver the agreed services, planning and setting the IT strategies for the company yearly. Team Management, Customer Satisfaction, Management, and Service Level Management, ensure escalated near-miss, SLA calls are properly handled.
Designing, planning and implementing a new network infrastructure and new data center for OTV channel in the Headquarter.
setting the IT standards process and procedures to be applied and followed
Preparing and implementing the IT Policy and procedures.
Setting support and maintenance agreements for the datacenter and for the company IT technology assets.
Setting the company standard Models (PC’s, Printers, Laptop, + computer accessories).
Managing and assigning roles and responsibilities for the IT technical support team
Connecting the Head office with the main studios in Media Production city with WAN and connecting 2 building inside the Media Production City with fiber optics
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow,
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function.
Prepare and implement IT policies and procedures manual and documentations
Managing yearly budget and Setting objectives and goals.
1. Lead the technical support to deliver the agreed services this include: Team Management, Customer Satisfaction Management, and Service Level Management, ensure escalated near-miss SLA calls are properly handled.
2. Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.
3. Develop and implement practices that measure the effectiveness and performance of the Technical Support Function.
4. IT asset and inventory management and administration
5. Installing and administering Video Conference device system
6. Network Printers Laptop and Desktop and IP phones administration and management.
7. PBAX administration and management (Voice over IP, Text to Speech, IP telephony).
8. Avaya Unified Messaging (Intuity Audix) Administration.
9. Prepare and implement IT policies and procedures manual and documentations
10. Avaya Definity/S8700/S8500 PABX Administration
11. Administrator of Microsoft (SMS, LCS, Project server)
12. HP Service Desk Administrator
13. Managing yearly budget and Setting objectives and goals.
14. Studying Testing and implementing new technologies.
15. Attending seminars and forums all over the world to gain experience and coop with the latest technologies implemented in the world.
16. Setting the company standard Models (PC’s, Printers, Laptop, + computer accessories)
17. Experienced in HP & Microsoft Product products and software solutions
1. Implemented new software and upgraded existing software on Windows NT server and on individual workstations.
2. Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows 95, /98 Microsoft Office, and numerous industry specific applications.
3. Identified and implemented technologies and methods of using existing technology to help users work more efficiently
4. Developing procedures and training users in electronic data transfer between applications
5. Wrote articles for and reviewed the Techie Tips, Tricks And News newsletter
6. Prepared documentation and training materials, coordinated technology related training
7. Participated in conversion of 55 PCs from Windows 3.1 to Windows 95
8. Assisted in deploying Help Desk, including software selection and development of procedures Worked on the Help Desk to provide support for software, printing, and network access issues
9. Providing technical support for Operating System and Application
10. Install software on all new PCs according to agreed standards
11. Deliver pre-configured and tested pc to users
12. Produce call tracking log on weekly basis
13. Perform basic hardware troubleshooting
14. Performing preventive and corrective maintenance for SW and HW
Help Desk Coordinator
handling Operating system and Application Problems
installing and configuring new PC's
Installing managing administering and troubleshooting Microsoft Project 2003