IT Specialist
Chalhoub
مجموع سنوات الخبرة :6 years, 4 أشهر
Responsible for managing the group's IT Environment which includes :
Service design
Asset Inventory
Providing deskside IT Support/ VIP Support to end Users
Maintaining & fulfilling Active directory, MS Exchange requests
Incident Management/ Request fulfillment/ Management
Process mapping and alignment
ITIL Implementation
Applications support
Audio/video conferencing Support
Printer Support, POS Support, ERP Support
Windows/ Mac OS Support (High level troubleshooting and resolution/ root cause analysis)
Handheld devices Support
Network Support
§ End Users Support
» Analyse, install and configure new personal computer system; including cables, printers, personal Access, electronic mail, Microsoft processing, operating system, other appropriate Software and Hardware.
» Review, monitor and upgrade existing workstations.
» Provide assistance and instructions concerning the use of computer equipment, Software and manuals.
» Respond to users’ calls and inquiries.
» Understand internal/external customer technologies and problem resolution techniques.
» Listen to symptom descriptions; analyze problems; respond effectively and provide constructive feedback to the end user on problem resolution.
» Provides end users 1st level support for all applications.
§ IT Asset Administration and maintenance
» Perform routine tasks to maintain computer equipments, their peripherals and data backups.
» Follow up on the daily performance of computer systems to verify correct operation and detect errors.
» Configure, install and test computer hardware, networking software and operating system software.
» Recommend improvements or upgrade and prepare evaluations of software, Hardware & troubleshoot problems.
» Implement policies as set by Group IT in order to protect data, software and hardware to local IT infrastructure.
» Rely on instructions and pre-established guidelines to perform the functions of the job.
IT Engineer
Majid Al Futtaim
Responsible for managing the Majid Al Futtaim's IT Environment which includes
Asset Inventory mgmt
Providing deskside IT Support VIP Support to end Users
Maintaining & fulfilling Active directory, MS Exchange requests
Incident Management
Request Management
Process mapping and alignment
ITIL Service design and Implementation
Applications support
Audio/video conferencing Support
Windows OS Support (High level troubleshooting and resolution/ root cause analysis)
Handheld devices Support
Network Support
PHILIPS - Ciber Inc. (21-JUNE-12 to 1st MAY)
Location: Bangalore, India
Company Industry: Healthcare, Lighting and Consumer Lifestyle
Job Role: OCC Consultant / Safetynet Operations (Incident Manager)
The role is multi-dimensional as we were managing two major projects which include 100+ tasks in Philips.
1) Operations control center - We monitor business critical processes by aligning Business with IT and assist b/s in proactive monitoring of breakdowns and configuration of KPI’s.
a. End User Monitoring (Performance)
b. Technical Monitoring (Availability)
c. Business process Monitoring-Data transfer and execution from SAP/Non-SAP Systems
2) Safetynet Operations
a. Incident monitoring and management
b. Escalations Mgmt.
c. Interaction handling
d. Cluster meetings and Impact Analysis
e. Generate and provide daily status report
f. Responsible for providing email/Email support for clients all over the globe
g. Responsible for ensuring project execution against the plan and for organizing weekly or daily reviews with the customers" Stake holders /Project Manager /SPOC (Single Point of Contact).
h. Ensuring end user queries/escalations from technical and functional point is verified and clarification is given in real time.
i. Ability to apply subject knowledge to solve a variety of common business issues.
j. Exercise independent judgment within defined practices and procedures to determine appropriate action, act as an informed team member providing analysis of information and limited project direction input.
Hands on Application: HP Service Manager, SAP Solution Manager 7.1, Microsoft Office, Clarity, HRS and various in-house applications.
Have worked as a Senior, Subject Matter Expert- Escalations Mgmt, Technical support engineer for over 15 months providing complete Infrastructure Support to CGI Internal employees throughout the globe through phone/email/web tickets
Responding to all input regarding planned and unplanned service interruptions from CGI Employees and its Clients through Onsite, Phone, E-mail & Web functions
Incident investigation and diagnosis
Logging, categorization and prioritization of Incidents
Triggering other necessary key processes with defined input
Incident resolution or recovery using workarounds.
Incident monitoring and interaction with Other Support Groups
Planning and Practicing separate procedures for major Incidents
Evaluating Incidents to determine if they are likely to re-occur
Ensuring adherence to priority based management based on Impact/Urgency
Ensuring Incident routing does not meet bottlenecks, escalating as effectively as possible.
Providing Support on Windows XP/7 OS, Microsoft Servers, I-phone, Blackberry, Printers, Network Drives, CGI Internal Applications, Microsoft Exchange/Outlook, Active Directory, Installation & troubleshooting, LAN/Wireless - Network related Issues, SharePoint, Win 2003/08 Servers, BMC Remedy ARS/ITSP, HP Service manager
DESIGNATION: SERVICES SUPPORT REPRESENTATIVE (L2) - IT HELPDESK (JOHNSON DIVERSEY)
JOB PROFILE:
Responding to all input regarding unplanned/planned service interruption calls from Johnson Diversey Internal Employees and Clients. (Phone, Email, Web & Walk-In)
Detection, Classification and reporting (Incidents/Requests/Procurement)
Providing Support on Windows OS, Printers, Network Drives, Blackberry, I-Phone, JDE Internal Applications i.e. One world, SAP, BO & BI, Microsoft Exchange/Outlook, Active Directory, LAN/Wireless Connectivity Issues etc
Providing 1st Level Support to Apple Users on I Pod/iPhone/Mac OS/Windows related Issues/Requests
Up selling Apple Products
Apple products - Customer Service and Technical Support
Handling Escalations
Have also took care of the Subject Matter Expert/quality Coach & Team lead responsibilities
DESIGNATION: SENIOR SALES ASSOCIATE
JOB PROFILE: WI-MAX SALES AND SUPPORT (WIRELESS BROADBAND)
Generating potential leads of Customers
Cold calling
Product demonstration
Telecalling
Maintaining sales record (database)
Reporting to Territory Manager
After sales support
EDUCATIONAL LEVEL YEAR EDUCATIONAL INSTITUTION RESULT BACHELOR OF BUSINESS MANAGEMENT 2012 BALDWIN METHODIST COLLEGE Passed