Team Leader – IT Helpdesk
Barwa Bank
Total years of experience :10 years, 6 Months
Known as most progressive Shari’ah compliant financial service provider in Qatar, Barwa Bank provides full range of services, such as retail, corporate, commercial and private banking as well as real estate finance, structured finance, investments and asset management. On April 2019, the bank announced official merger with the International Bank of Qatar (IBQ).
Accomplishments:
• Provided support to over 400 users from varied infrastructure and application environments working across head office, branches, BCP site and DR site.
• Ensured on-time completion of assigned projects through effectively coordinating available resources and project schedule with user departments and datacentre.
• Strategically planned, prioritised and assigned duties to team members with the focus on meeting project SLA.
• Determined training needs of junior staff members and accordingly conducted professional development sessions with them to enhance their skills and capability.
Roles:
• Undertook responsibility of providing production and product support for banking applications, desktops, servers, Cisco phones and networking.
• Supervised and led a team of expert IT professionals while resolving issues escalated by the helpdesk engineers.
• Provided appropriate IT services to all users in addition to assisting in all team members in handling workload and meeting SLA.
• Prepared and maintained documents related to configuration and troubleshooting of new and complex applications.
• Handled issues escalated by the subordinates and provided apposite solutions.
• Escalated repeated problems/incidents to the concerned team to ensure provision on apposite solution.
• Forecasted purchase of hardware network equipment/software ahead of demand to facilitate on time delivery of IT services.
• Participated in weekly business review meetings with the manager to discuss team performance.
• Installed and configured various applications as listed below while providing end user support;
• EQUATION
• EBA
• ECC
• TRADE INNOVATION
• OPICS
• MPM
• FOCUS
• BALM
• MOODYS RISK ANALYST
• STORQM
• VAM
• VPI
• DERDACK
• QATCH
• CARDSECURE
• RISKNET
• FALCON
• FDI
• DOCUMENT DIRECT
• FALCON
• IAGENT
• ECMS
• FDI
• BALM
• AML
• ASD
• INDUS COLLECTIONS
• LOS
• SIBNET
• MTP
• Reuters Eikon
• CRM
• WPS
• PRIME
• Microsoft Dynamics AX Client
• Managed work related to backup and restoring of production and test SQL databases while closing LOS application in Oracle production server.
• Installed and configured SQL Server 2016 and Oracle 12c database in the test and production environment.
• Daily monitored and managed table and database space issues with appropriate solutions.
Accomplishments:
• Prepared and provided knowledge base including solutions for critical issues that occurred regularly.
• Drafted and maintained IBQ documentation for installation and configuration of software and user creation.
• Proven record of handling a project of upgrading Qmatic software in close communication with the Flora Technologies (Vendor).
• Configured Qmatic and service desk projects in the bank as well as managed, administered and monitored McAfee enterprise anti-virus product to ensure deployment of latest virus definitions with detailed reporting of infected workstations.
Roles:
• Accountable for creating and maintaining user profiles in banking applications in line with the approvals along with escalating related issues to the concerned team members for apposite solution delivery.
• Provided first level support to all users on call; resolved IT issues, installed new PC hardware and performed other related duties as instructed by the senior management.
• Troubleshoot and resolved system issues and ensured nonoccurrence in future.
• Installed, configured and troubleshoot network, local printers, Cisco IP Telephone Systems and VPI
• Created shared folders on files servers, handled security permissions and configured PC as per IBQ standards.
• Managed and administered Microsoft WSUS server/Manage Engine for deploying security updates on workstations and server.
• Assumed datacentre support responsibilities as follows;
• Monitored server, network interface and alerts on Orion systems while performing checklist tasks.
• Utilised Prime system to track all ATM alerts and online card transactions.
• Requested G4S and NCR support, monitored backup operation and used VRanger Application for new manual backups.
Conscientia Database Solutions Private Limited provides oracle database support to Geojit BNP Paribas & Saudi Stock Exchange (Tadawul).
Accomplishments:
• Reviewed and monitored the session logs of DBA which included system and database activities for Oracle.
• Monitored load and performance at the OS level, also monitored growth of table spaces for log while manually tracing all files.
Roles:
• Responsible for monitoring Oracle RAC and Data Guard environments (9i, 10g, &11g) while recommending improvement related to Oracle Database Linux system.
• Retrieved and submitted AWR/ADDM reports and daily monitoring reports to all clients.
Recognised as one of the leading media buying companies in Qatar, the GEM Advertising provides newspaper advertisement, including designing, editing and translation of publishing services of various digital, offset and screen-printing.
Accomplishments:
• Configured and maintained TCP/IP hardware, Cisco routers and switches, modem, network printers and Outlook 2003/2007.
Roles:
• Tasked with implementing, designing and maintaining LAN, WAN and wireless network while securing network using internal and external firewall.
• Installed, configured and troubleshoot server and client computers, laptops and printers.
Server and Clients Technologies Pvt Ltd is known for providing software development, web designing, networking, hardware service and consultancy services to various clients.
Accomplishments:
• Ensured on-time upgrade of all software and systems for efficient execution and completion of assigned tasks in line with the company policy.
• Determined and implemented improvement initiatives to enhance operational scalability and performance.
Roles:
• Installed, upgraded and maintained software, patching, operating system, server hardware components and complex hardware.
• Provided daily computer support and resolved networking issues as well as monitored and effectively led the backup and disaster recovery operations.
Bachelor of Technology in Computer Science & Engineering – Jun 2008 IES College of Engineering, Thrissur, Kerala, India