BMC Remedy Senior ITSM Engineer
International Turnkey Systems - ITS
Total years of experience :12 years, 3 Months
BMC Remedy ITSM :
• Configuring, testing and documenting BMC IT service management modules (Incident Management, Problem Management, …etc.)
• Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure
• Maintaining Remedy services availability with high performance
• Troubleshooting remedy issues related to ITSM modules
• Engagement in stakeholders requirements gathering, understanding and analyzing business requirements in order to configure IT Services Management (ITSM) solutions
SAP Business Objects Web Intelligence:
1. Development:
• Scheduling reports for customers and business users
• Development of existing reports
• Working on stakeholders requirements gathering, understanding and business requirements in order to configure required reports
2. Administration:
• Managing Users and Groups
• Setting Rights on Users, Groups and Objects
• Assigning principals to an access control list for an object
• Setting rights on a top-level folder in BI platform
• Creating, deleting and renewing access levels
SalesForce
• Extracting reports for customers and business owners
• Checking & ensuring that all customer contracts have the correct data/status
• Managing & troubleshooting Remedy integration issues with SalesForce
• Checking for the changes that need to be done for making the business processes effective
• Maintaining user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security)
ITSM IBM Control Desk
• Implementing & delivering IT Services Management (ITSM) processes using IBM Control Desk solution based on ITIL best practices
• Delivering ITSM & ITIL processes technical documentation.
• Building scope of work/low level technical scope based on the business requirements.
• Providing consultation & support for ITSM solutions portfolio.
• Troubleshooting IT Service Management modules (Incident Management, Workflows, Service Level Management...etc.) issues
• Engagement in requirements gathering and analysis of Business customers to provide ITSM solutions based on ITIL best practices and business needs
• Providing ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders.
HP Service Manager :
• Installing, designing, configuring and testing IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management, Service Level Management & Operational Level Agreement, workflows )
• Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure
• Troubleshooting IT Service Management modules (Incident Management, Problem Management, Service Level Management & Operational Level Agreement..etc.) issues
• Engagement in requirements gathering and analysis of Business users to provide ITSM solutions based on ITIL best practices
BMC Remedy ITSM :
• Configuring, testing and documenting BMC IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management, Service Level Management & Operational Level Agreement)
• Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure
• Maintaining Remedy services availability with high performance
• Troubleshooting remedy issues related to service desk & configuration management
• Engagement in stakeholders requirements gathering, understanding and analyzing business requirements in order to configure IT Services Management (ITSM) solutions
SAP Business Objects Web Intelligence:
1. Development:
• Scheduling reports for customers and business users
• Development of existing reports
• Working on stakeholders requirements gathering, understanding and business requirements in order to configure required reports
2. Administration:
• Managing Users and Groups
• Setting Rights on Users, Groups and Objects
• Assigning principals to an access control list for an object
• Setting rights on a top-level folder in BI platform
• Creating, deleting and renewing access levels
SalesForce
• Extracting reports for customers and business owners
• Checking & ensuring that all customer contracts have the correct data/status
• Managing & troubleshooting Remedy integration issues with SalesForce
• Checking for the changes that need to be done for making the business processes effective
• Maintaining user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security)
Customer Support :
• Receiving tickets via the identified communication channels and recording all tickets on the Service Desk tool (Remedy)
• Validating service entitlements
• Functional escalation of tickets to the appropriate support group
• Providing feedback to the requesters with ticket’s status update
• Providing call-out services for the tickets received outside prime shift and within the “Call Handling” service window
• Providing periodical reports to the customer’s IT management and relevant support groups
• Creating and following up tickets related to 3rd parties and vendors on behalf of the customer
End User Support:
• Providing remote scripted support for incidents related to desktop operating system, standard software, and office automation software
• Providing remote support for incidents/requests related to end users on directory services and enterprise IT applications (Remedy, Salesforce, Active Directory, Exchange, VPN, Access Control… etc.) via Skype for Business or over the phone
• Resolution of known errors
• Resetting password for end users on directory services and enterprise IT applications.
• Assisting end users on “How To” questions related to e-mail, office automation software, etc.
• Executing end users’ access requests on directory services and enterprise IT applications (Remedy, Salesforce, Active Directory, Exchange, VPN, Access Control, etc.) according to the customer’s policies and procedures
Job Description:
Providing technical support to UAE ( Business and Residential ) customers
• Internet services (Dial-up, Broadband, 3G, Cable, WI-MAX, GPON "Fiber optics ")
• Shared Web hosting services for websites
• Etisalat .ae Domain names
• Etisalat Mail services
• Etisalat TV over fiber
• Lanlines & Faxes
Providing technical support to Etisalat companies
- (Egynet-Nile online-Soficom-Internet Egypt)
- Business and Residential customers
- Internet services (ADSL static and dynamic IPs)
-Domain & Mail services
-Frame relay
Bachelor of Communications & Electronics Engineering