Asst IT Group Manager
Artan Holding
مجموع سنوات الخبرة :15 years, 4 أشهر
This was a holding company with subsidiaries within the education (City University & Doha British
School), property (Mirage & House of Architecture) and services sector (PrimePower & GulfCMS).
I was responsible for overall IT support for the holding group, leading and managing IT projects,
staff software training, systems/user documentation, implementation of IT documents (Policies,
Manuals, Procedures, SLA’s) and producing reports/statistics for management.
- Provided support to users, staff, faculty and students with PC, server, network, hardware &
- software (install & config) problems within a Citrix Xen Desktop and vmWare environment
- Administered user accounts, e-mail, permissions, groups using AD and Google Workspace
- Configuration of audio & video hardware (for events) and mobile devices with device policies
- Proposing IT strategy plans, presenting at events, budget planning & software usage reporting
- Ensured risk controls and initiated appropriate, timely action in case of any incidents using an
- IT Support Ticketing system
- Setting up achievable individual KPI’s and responsibilities within the IT team
- Assisted the Head of IT in investigations as directed and took charge in their absence
- Setup regular IT meetings with team, departments, subsidiaries and providers
- Managing the project coordination between subsidiary and department
- Identified system and user training needs, developed and delivered technical training
- Compiling job specs for the expansion of the IT team in key areas
- Oversaw and guided the ERP team and IT technicians with requests from departments
- Project managed an SIS system, CAFM solution and rental management S/W for subsidiaries
- Monitored performance, timescales, procedures in order to continually improve the services
- Created and adhered to SLA’s and IT policies as well as giving IT inductions
- Bi-monthly presentations to management on IT progress/projects/goals
- Researched and suggested new technologies/solutions to meet the needs of staff requirements
- Main point of contact for escalated IT issues from staff and IT team members
I solely managed the IT systems for this award winning architecture company based in London
with also a supportive role for the international offices. I was responsible for the day-to-day
management of the office IT systems which included: converged network infrastructure, Windows
Server(s) and Exchange Server, IP Telephone System, Windows/MAC desktops/laptops and
mobile devices. I also managed the network performance and security. I was responsible for data
security, back-ups and disaster recovery planning. I prepared and managed the IT budget
including system upgrade plans and maintenance contracts. I provided end-user support and
troubleshooting, set up computer hardware/software for team members as and when required.
Supported internal projects with IT input/expertise. Compiled and maintained IT documentation
such as network diagrams, inventories, licensing compliance and user policies/procedures.
Worked in a team of 3 for a global shipbroking company providing server, desktop and remote IT
support to 200+ demanding users located in offices all over the world. I was the ‘go to’ person
that dealt with all problems. I regularly dealt with issues on Blackberry, iPhone, Android & tablet
devices, HP printers, Canon photocopiers, MS Office 2010, Windows 7, Server 2008, Exchange
2007, Active Directory, Terminal Services, SQL, Lucent-Alcatel IP telephone system and firewall
problems. I constantly used vMware vSphere client for our virtualisation server environment and
for security it was AVG/Kaspersky and the Integra32 Security System. I built computers from
ghost images using Acronis True Image and carried out software/hardware upgrades. I made sure
backup jobs were setup which ran every night and was on call 24/7 in case of any IT
emergencies. I liaised with software/hardware vendors in case any troubleshooting was required.
I worked on tight deadlines and under a very busy environment. I reported directly to my IT
manager with any issues (and helped in all project work) and took charge for 4 months when he
wasn’t present. It was a very hands-on-approach role supporting users at all directorate levels.
This was a standalone position so I was the face of IT and single-handedly provided 1st/2nd/3rd
line/level desktop & remote support in a mixed environment of Microsoft Windows PC’s and Apple
MAC’s (OSX) for 90+ employees located at HQ and around the UK. I travelled to other offices
when IT issues couldn’t be fixed remotely. I handled all user problems & ensured all systems were
fully operational. I administered Active Directory (user/group creation, policies), MS Exchange, MS
Dynamics (Frx, Reports), SQL Server, File Server (security, permissions) and Citrix/MS Terminal
Services. I also dealt with technical issues with our CRM database (Raisers Edge), a bespoke
grants database & liaised with 3rd party suppliers to resolve issues. I had budget responsibility &
purchased IT equipment after thorough investigation, installed specific software for colleagues,
backed-up mission critical data using Symantec backup software, created ‘step-by-step’ manuals
& provided IT training to staff. I also looked after and kept an asset log of all the mobile devices
and their usage including landlines, laptops, USB data sticks, laser/inkjet printers and tried to cut
down costs and find cheaper alternatives wherever possible. I managed IT volunteers as and
when recruited and reported directly to the directors where I suggested systems for the benefit of
the charity. I led and was involved in several IT projects such as telephone system replacement,
LogMeIn rollout, centralised printing, Wi-Fi connectivity, IT infrastructure move due to office
relocation, desktop replacements, video web conferencing and the management of BES Server.
Modules included: Internet Programming; Project/Software Quality Management; RAD; DBMS; Interactive System/Multimedia Design; Requirements Analysis; Designing Information Systems; Discrete Maths; Business Organisation; Info Modelling; Dissertation: Hotel Management System