Information Technology Support Specialist (IT Support Specialist)
AL-FUTTAIM
مجموع سنوات الخبرة :17 years, 2 أشهر
• Resolving incidents, problems, and implementing best practices in change management
• Recommending IT infrastructure requirements and upgrading to ensure acceptable levels of Security, Disaster Management and Data Recovery Plans
• Working on IT Support and administration across applications
• ensuring servers are in effective working condition along with network availability and maintenance of disaster recovery stance
• Performing systems backups, restore procedures, file replications and script management for servers; monitoring servers on a proactive basis for service interruption, server performance and backup failures
• Ensuring that the goals of the Incident Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA
• Detecting, logging, categorizing and prioritizing incidents and providing initial incident support
• Maintaining high discipline and norm adherence, coordinating with superiors for cross trainees and innovative suggestions to improve customer service delivery & operational efficiency
• Establishing service level agreements with business units & stakeholders; evaluating risk, cost, resource requirements & schedules associated with projects and submitting the effective delivery opinions
Key Result Areas:
* Coordinated with managerial, administrative and technical staff
in order to determine information needs data flowsand systems
definitions
* Worked on the upcoming and latest technologies for better
consultation services to the clients and company
Key Result Areas:
* Provided day-to-day advice to users on data structures and
terminology
* Monitored the development of agreed solutions and
implemented new systems
* Worked on the troubleshooting of Microsoft Office 2008 &
Outlook related mail issues
Possess skills in assisting users in the resolution of problems
encountered
* Expertise in performing maintenance, backups and system
upgrades including service packs, patches, hot fixes and
security configuration issues raised by clients
* Keen customer centric approach with skills in addressing client
priorities and resolving escalations within prescribed TAT
(turnaround time), thereby attaining client delight and high
compliance scores
Conferred with Best Performer in DSL Tech
Key Result Areas:
* Resolving incidents, problems, and implementing best
practices in change management
* Recommending IT infrastructure requirements and upgrading
to ensure acceptable levels of Security, Disaster Management
and Data Recovery Plans
* Working on IT Support and administration across
applications
* ensuring servers are in effective working condition along with
network availability and maintenance of disaster recovery
stance
* Performing systems backups, restore procedures, file
replications and script management for servers; monitoring
servers on a proactive basis for service interruption, server
performance and backup failures
* Ensuring that the goals of the Incident Management process are
achieved; restoring normal service as soon as possible based on
customer perspective and within defined SLA
* Detecting, logging, categorizing and prioritizing incidents and
providing initial incident support
* Maintaining high discipline and norm adherence, coordinating
with superiors for cross trainees and innovative suggestions to
improve customer service delivery & operational efficiency
* Establishing service level agreements with business units &
stakeholders; evaluating risk, cost, resource requirements &
schedules associated with projects and submitting the effective
delivery opinions
courses: Completed certification in: o ITIL (Foundation Certificate in IT Service Management) (GR750299639JK) o MCITP (Microsoft Certified IT Professional) (7212369) o MCTS (Microsoft Certified Technology Specialist) (7212369) o CCA (Citrix Certified Administrator 2008) o CCNA Cisco Certified (CSCO10952922) o N+ from Indian Institute of Hardware Technology (Trained) o Certified Wireless Network Administrator from Jetking (Trained)