IT Operations and Service Desk Unit Head
Capital bank
Total years of experience :13 years, 8 Months
IT Service Desk Scope:
• Manage the overall desk activities, including the supervisors.
• Act as a further escalation point for the supervisors.
• Take on a wider customer service role.
• Report to senior managers on any issue that could significantly impact the business.
• Attend Change Advisory Board meetings.
• Take overall responsibility for incident management and request fulfillment on the
Service Desk. This could also be expanded to any other activity taken on by the
Service Desk - e.g. monitoring certain classes of event.
• Ensuring that staffing and skill levels are maintained throughout operational hours by
managing shift staffing schedules, etc.
• Undertaking HR activities as needed.
• Acting as an escalation point where difficult or controversial calls are received.
• Producing statistics and management reports.
• Representing the Service Desk at meetings.
• Arranging staff training and awareness sessions.
• Liaising with senior management.
• Liaising with change management.
• Performing briefings to Service Desk staff on changes or deployments that may affect
volumes at the Service Desk.
• Assisting Analysts in providing first line support when workloads are high, or where
additional experience is required. work with various vendors and service providers to
ensure productive environment.
IT Operations Scope:
• Monitoring daily operation schedules for all departments for accuracy and ensuring
daily operational goals are realized
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• Ensure maintenance PM schedule meets equipment guidelines and coincides with
operations schedules
• Track key performance indicators of operations including quality, service, safety and
cost. Share operation’s goals and guidelines for achieving the goals with facility
leadership
• Lead operations and maintenance managers to develop a culture of continuous
improvement
• Perform a daily walk through all areas of the operations facility, while having visibility on
all shifts
• Provide strategic guidance to the organization through participation in meetings
• Ensure the operations management team communicates with associates with a focus
on providing personal development and work related performance feedback
• Partner with plant management and human resources team to ensure a culture of
employee engagement
• Partner with the plant HR manager to ensure staffing requirements are met.
• Partner with plant safety manager to ensure safety requirements are met.
• Partner with plant quality manager to ensure quality requirements are met.
• Participate in new product development and planning by researching the cost and
ability to produce the product
• Communicate new product production plans to supervisors and participate in
implementation of the new product’s implementation
• Support Operations Director to develop operations annual budget by analyzing
spending and allocation of resources
• Adhere to the approved operations annual budget and provide budget updates and
adjustments as requested by the Operations Director or SVP of Operations.
❖ My achievements at Capital Bank until this moment:
o Implementation COBIT V5 framework regarding my scope.
o Make full upgrade plan for bank devices (Laptops, PC’s, Windows,
Applications...).
Sr. Information Service Mgmt. (IT Infrastructure & Administration
Arab Bank www.Arababnk.jo
• Ownership of incidents from registration until closure.
• Providing first-line investigation and diagnosis.
• Supported daily user’s operations and troubleshoot their problems
• Insure the optimal performance for user's desktops and their software.
• Help users in any problem regarding their desktops, printers and applications.
• Insure the security of users’ desktops.
• Install any required software for users
• Backup user’s information
• Perform windows and application patch update
• Experience in system installation and configuration, storage systems, fundamentals of
security, custom kernel tuning and installation/configuration of third-party software.
• Familiarity with fundamental networking/distributed computing environment concepts.
• Providing the components of requested standard services (e.g. licenses and software media)
if agreed.
• Works on international ERP systems like SAP, AS400, GRC.
• Test and implementation the new programs.
• Manage user accounts on multiple platforms: PeopleSoft, AS/400, Hitachi, and other internal
applications.
• Works on ASSYST program (managing service desk operations, Tickets creation, follow-Up)
• Works on Cashier Program (support bank branch’s operations)
❖ My achievements at Arab bank:
o I was a promising employee in my team for 3 years Respectively
o I have a promotion to be Assistant Manager.
Managing BS & ICT unit.
• Work on international systems (SAP, IBM environment AS400, GRC).
• Handling PDA’s (hand-held devices HW + SW) according company needs
• Handling all technical issues in all company locations (madaba, Amman, Irbid, maan, karak ).
• Providing technical support to IT Dept. alignment with regional office in projects and requests
and company's technical issues.
• preparing an efficient server room in new location and organized network and cabinets
• Responsible for the IT department and its resources, infrastructure & field support units.
• Attending company & back office support calls, daily tasks, projects, reports requested.
• Manage the integration and link business system processes (warehouse, financial, HR, sales).
• Active directory management (access and privileges).
• Manage company exchange mail and outlook 2010.
• IT purchases and all issues that fall under the scope of IT.
• Communicating with the suppliers, regional offices.
• Ensuring the data transfer process is running smoothly.
• One of the accomplishments is offices relocation, moving all network devices, connections
and hardware.
❖ My achievements at Coca-Cola Company:
o Lead Team (IT, Finance, Warehouse) to install Coca-Cola Core system at
different 7 distributers in Jordan.
Previous work: Technical Support at IMETAC (for 3 months).
