Iman El-Hajj

Clients: Ministry of Health and Prevention - UAE January 2018 - To present
Ministry of Presidential Affairs Hospitals - UAE
King’s College Hospital - Abu Dhabi & Dubai

Key Responsibilities:
- Provide Electronic Health Record (HER) End User support.
- Conduct training and classroom-based coaching onsite and in virtual environments that build motivation and ability
- Develop appropriate learning curriculum to meet business needs including process design and solution adoption best practices to address gaps in motivation and ability.
- Prepare lesson plans including methods, materials and documentation to be presented.
- Revise, modify and develop course content to address current solution features, functions and workflow to address client needs.
- Evaluate learning solution effectiveness using best practice methodologies aligned with performance and business outcomes.
- Consult with and coordinate between Cerner and client project leaders to identify capability gaps impacting current and future business strategies

Key Responsibilities:
- Tier-1 & Tier-2 support for local (U.A.E) & global clients (U.S).
- Responsible for communicating and working with the client to resolve key issues.
- Develop education/knowledge transfer materials for associates and clients.
- Quality Audit on team calls and tickets and provide coaching If needed.
- Create daily/ monthly reports on calls & tickets for leadership.
- Working on escalated issues and requests from Level 1 and Level 2.
- Managing and resolving backlog tickets.
- Prioritize and manage work queue, provide troubleshooting support and knowledge transfer for associates, maintain awareness of current solution functionality.
- Responsible for documentation related to investigation and issue resolution.
- Responsible for service request and incidents investigation and providing comprehensive solutions by using applicable monitoring and troubleshooting tools (supporting internal and external clients) Adherence to client access, quality standards, and client notification policies and procedures.
- Understand sense of urgency and ensures timely resolution to incidents & service requests in line with organizational metrics.

IT Consultant at Greentech Consulting FZ LLC
Client: Abu Dhabi Council for Economic Development
Key Responsibilities:
-Manage IT Service Desk at Client’s premises - Strict adherence to ITIL processes.
-Extensive experience in installation, administration and networking in various environments.
-Upgrade users’ Laptop/Desktops to latest OS version (I have upgraded all client Desktops from Windows XP to Windows 7 & from Windows 7 to Windows 8.1 with standardized SCCM OS image).
-Upgrade client’s servers from windows server 2003/2008 to windows server 2012.
-Detailed practical knowledge about Computer Hardware including Assembling, Troubleshooting & Maintenance.
-Configure, troubleshoot, and update Cisco IP Phones 7945/7920/7921/7965/7975/7985.
-Manage and Troubleshoot Blackberry Enterprise Service daily issues (configure Blackberry enterprise account, backup, restore ...etc.).
-Manage Active Directory & Exchange (managing AD Organizational Units (OU), Group Policy Objects (GPO), users and groups, mailboxes and distribution groups).
-Create & deploy group policy when needed (deploying shared drives, printers, power policy, IE customization …etc).
-Managing file server permissions.
-SharePoint Administrator roles, develop client intranet site with SharePoint 2013, manage SharePoint Sites, Permissions, document management (migrated all file server shared folders to SharePoint Document Library).
-Taking backups on a regular basis and restoring backups in case of failure/emergency.
-Deliver Quality Services based on the agreed-upon SLA’s and constantly strive towards improving Service Delivery
-Conduct Training for client users and Greentech employees on different technologies (windows 8.1, MS SharePoint, etc)
-Manage Vendors/Suppliers/ Subcontractors, and ensure their compliance with agreed-upon service levels
-Liaise with ICT equipment providers (OEMs included) and Service Providers (For e.g., Etisalat, ADNet -Musanada, eHosting Data Fort) for preventive maintenance and troubleshooting purposes
-Research and Recommend cutting-edge technologies and solutions to our clients in the form of enhancements (example: Configuring Meeting Room Booking Application in IPAD).
-Manage request fulfilment process starting from defining service requests, prioritization, negotiating with business users and monitoring.
-Manage major incidents resolution from initial occurrence to successful outcome, Conduct incident detection, investigation, diagnosis, resolution and reporting
-Creating service management KPI reports (SLA reports), developing and providing data for trends to IT management, weekly, monthly and as needed forms across all process (Incidents, Problem, requests, Availability, Capacity and other metrics)
-Manages the Solutions Repository, reviews and ensures top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.
-Managing IT Assets (laptops, blackberries, printers, Peripherals).
Conduct Surveys & Review the feedback to improve services, tools and support performance.
-Implement Change Advisory Board (CAB) as a change control process in client infrastructure.
-Plan, coordinate, monitor, approve and validate changes affecting infrastructure hardware and software.
-Manage IT Projects along-with complete Product lifecycle (Client internet websites migration to SharePoint Projects, Meeting Room Booking Application in IPAD Project).
-Ensure infrastructure changes are approved by management and scheduled in advance to meet contractual and audit compliance as well as to protect the integrity of the infrastructure.
-Responsible for managing and coordinating the activities of Network, systems, applications and onsite support teams).Mitigating and solving escalations with urgency and determination.
-Send IT monthly advisory emails to end-users with security & technology tips.

-IT End user support (basic troubleshooting, installing, upgrading).
-I have designed & developed owner website in HTML (CSS) using Adobe Photoshop & Dreamweaver.
-General Administration Work (Preparing documents, presentations, excel workbooks and translating incoming faxes and emails).

- End user support.
- Do the daily- weekly- monthly backup using data tapes.
- Participated on creating VPNs (Virtual Private Network), troubleshoot routers & switches.
- Modifying the Active Directory and PBX (Private Branch Exchange).
- Participated on created new Domain, DNS & DHCP for new office.

Archive and Edit the chamber news.

- Search and Archive the local and global news.
- Testing new- Multi-task Archive Systems.

-Promoted for new Western Union card.