Ida Mae Nailes

• Act as single point of contact for receiving new business demands within DEWA.
• Present new demands to the Requirement Advisory Board (RAB) for I&TF teams’ feedback and approval.
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• Work closely with business to finalize the Business Case, BRD (Business Required Document), Information Security Review Panel’s evaluation to qualify for project registration.
• Attend/Observe with Stakeholders (IT & Business) during requirement discussion/sharing and product testing before IT development, final review and project completion
• Follow-up on IT-related complaints submitted by internal employees via the IT Helpdesk portal, ensuring proper response and/or feedback from the concerned department within agreed SLAs.
• Establish a working relationship with Business for smooth project implementation
• Perform and monitor all HR related tasks (i.e. attendance, insurance, allowance, etc.)
• Conduct administrative job within I&TF-BRM such as updating staff directory, project reports, recruitment processing and departmental administration requests (as needed), budget preparation, meeting/travel arrangements, etc..

in an Abu Dhabi Client for a job well done.
Receive customer queries and complaints on Raqmiyat Hotline using ACCPAC CRM for
data entry.
Attend to internal employee complaints including laptop configuration for new joiners,
operate & repair small office equipment.
File Customer Service Reports given by engineers after onsite customer visits.
Periodically conduct inventory of equipment or office supplies.
Prepare quotation or invoices for consumables or spare parts.
Takeover Admin Assistant role during their absence and administer office activities.
Handle courier & meeting room bookings, travel or catering arrangements, and receive
guests.
Record and forward petty cash vouchers filed by Outsourced employees to Accounts
department.

Excelled in Customer Satisfaction surveys filled out by the customers at the end of their
call.
Resolved issues in a matter of minutes and received commendations from customers.
Provide technical support on wireless connectivity issues, local area networking and
wireless wide area networking problems from customers in the United States.
Repair networking or any issues remotely using CITRIX application, like TeamViewer
software.