Desktop Support TEAM Manager
AL-OTHMAN HOLDING COMPANY
Total years of experience :19 years, 11 Months
• To manage the overall project delivery as per Customer expectations / plans.
To ensure service delivery excellence - meet, improve and exceed Service Level Agreements (SLA),
• Evaluating and Implementing large Desktop Transformation initiatives like:\
• Development of roadmaps to migrate a client's key end-user platform, such as client OS solution, e.g. migrating from Windows XP to Windows 8 or Windows 7 and application upgrades
• Productivity solutions, e.g. SharePoint upgrades and email solutions
• Supervised 37 locations with a total of 3, 000 users.
• Locally and remotely managed 5 employees and 2 contractors
• Interviewed and trained new employees as well as consultants.
• Responsible for work schedules, evaluation and salary reviews as well as hiring and termination of employees and contractors.
• Prepared weekly meetings with team and followed up with meeting notes and action items.
• Arranged efficient coverage when team members were on projects.
• Administrated all territory computer rights, shares and printers.
• Supported sales with VPN and wireless networking issues.
• Assisted in VOIP, Cisco routers and switches, category 6 and fiber optics.
• Maintained network protection using Symantec Anti Virus and Black Ice firewall protection.
• Provided server support, tape backup and created Business Continuity plan.
• Worked with a centrally located global help desk and became the final level of support to solve local and/or regional escalated issues.
• Purchased all company approved hardware according to budgets.
• Used Remedy software to track all computer issues while maintaining hardware inventory.
• Hands on Manager،¨: Built and configured IBM and Dell laptops and desktops to company
• Designed and managed company،¦s e-mail system.
• Administered company،¦s firewall and internet usage.
• Managed Bank Website and online banking Dept. in real time.
• Provided support to 7 branches in a Netware and Windows NT. Environment.
• Installed Internet Service via a T-1 connection also adding a Cisco Pix Firewall and CSU/DSU connections.
• Configured Cisco Web sense Software to a Windows NT environment.
• Supervised the Online Banking Division, responsible also for the bank،¦s Web Page
• Made all changes in website using Microsoft Front Page 2000.
• Maintained Wan connections for our core processors located in Virginia.
• Managed Novell NetWare 4.11 NDS Objects, set up and maintained both file system security as well as NDS security; managed Print Services and implemented NetWare 3.12 Utilities.
• Provided excellent customer support for 350 users within the office and four remote offices on a daily basis.
• Managed Windows NT 4.0 Workstation users and groups in SAM; set up and maintained registry as well as both roaming and local profiles.
• Configured Email Accounts, Groups, Mailboxes within MS Exchange 5.5 and MS Outlook 98.
• Set up and maintained remote access service through Company،¦s VPN via Dial up Networking and Shiva LAN Rover.
• Responsible for the Enterprise Backup system utilizing Seagate with DLT technology.
• LAN Administrator for both file and director security including all NT accounts.
• Maintained zero level of virus infection by Utilizing McAfee's Anti Virus products.
• Completed documentation and training for all existing production systems
Master in Business Administration - 2000 Major: Marketing Osaminia University, Hyderabad, India
Bachelor of Science (computer science) Anwar Ul Uloom Degree College. Hyderabad