IT Support Analyst
Hamad Bin Khalifa University ( Contractor )
Total years of experience :14 years, 2 Months
• Provided timely technical support to end-users through various channels, such as phone, email, remote assistance, and in-person interactions, minimizing disruptions to operations.
• Deployed and configured new Mac and PC workstations, laptops, and mobile devices, contributing to efficient onboarding processes.
• Resolved hardware and software issues on both Mac and Windows platforms, enhancing overall
productivity and user satisfaction.
• Collaborated with the IT Helpdesk team to address diverse user needs, optimizing solutions for
improved service delivery.
• Engaged in coordination with IT management and the IT team to ensure the seamless implementation
of installations and upgrades, aligning IT solutions with organizational goals for maximum operational
efficiency.
• Ensured the prompt resolution of IT issues based on priority and urgency, escalating when necessary to
maintain optimal system performance.
• Maintained meticulous records of hardware movements, consistently updating asset inventory to track equipment transitions.
• Managed user accounts, overseeing activation, deactivation, and password resets in Active Directory.
System Managed - Hamad Bin Khalifa University
Support Data Center DCIM Monitoring | Vertiv Trellis System.
• Monitored power distribution, cooling, and environmental conditions for optimal efficiency.
• Managed asset inventory, optimizing energy consumption and resource utilization.
• Implemented alerts for timely interventions, ensuring uninterrupted operations.
• Documented and optimized standard operating procedures for streamlined operations.
EMS Room Booking System:
• Efficiently managed to optimize room scheduling, promoting efficient use of university facilities.
SmartVue Client Server Software for (LEMS)
• Oversaw and ensuring its smooth operation,
Automate monitoring of vital laboratory equipment
parameters Refrigerators, Freezers, CO2 Incubators,
Courseleaf Console (Curricular Management Software)
• Administered to maintain data integrity and support academic processes.
IT Project Experience - Hamad Bin Khalifa University
• Courseleaf Curricular Management System: Modules -Section Scheduler and Catalog.
• Provide front-line technical support to employees, addressing hardware and software issues through in-person and remote assistance.
• Resolve help desk tickets in a timely manner, meeting service level agreements and ensuring high customer satisfaction.
• Collaborate with team members to implement and improve IT policies, procedures, and documentation.
• Assisted in the implementation of a mobile device management MDM Intune enrollment resulting in enhanced data security and compliance with industry regulations.
• Led a high-performing team in resolving complex technical issues with efficiency.
• Coordinated across IT teams to ensure seamless issue resolution.
• Maintained up-to-date inventory of hardware and software assets.
• Conducted regular maintenance and updates for end-user devices and software.
Computer Science
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