IT Operations Manager
Fetchr
Total years of experience :17 years, 2 Months
- Worked with the Global Service Desk (GSD) team in USA, Europe, and India, and coordinated for the local site requirements, in Middle East (Amman, Dubai, and Cairo) for Yahoo! Offices in the Middle East.
- Manages a team of 6 system engineers responsible for building, deployment, recovery and new technology installs for entire asset lifecycle of 600+ PCs and laptops across 3 campuses.
- Ensure end-user demand for support is appropriately delivered, building relationships with customers to gain feedback as to their level of satisfaction with the support service.
- Instructs employees how to prolong functionality by proper use.
- Preparing the upgrade procedure of desktops, laptops for MS XP / vista / Windows 7 and Windows 8, as well implement Active Directory and Group Policies for different departments and groups.
- Provided remote support to field techs and clients.
- Prepares budget estimates and monitors departmental expenditures, and plans and coordinates the purchase, installation and implementation of all client hardware and software according to department standards and procedures.
- Coordinates a variety of projects and/or activities for the purpose of ensuring compliance with established guidelines.
- Review daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated(Siebel)
- Promote processes that support the ITIL methodology, change management and risk management.
- Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open closed and breached statistics.
- Provide training and guidance of IT systems and processes and contribute to the on-going improvement of our service.
- Provide training and guidance of IT systems and processes and contribute to the on-going improvement of our service.
- Ensure end-user demand for support is appropriately delivered, building relationships with customers to gain feedback as to their level of satisfaction with the support service.
- Provided remote support to field techs and clients.
- Coordinates a variety of projects and/or activities for the purpose of ensuring compliance with established guidelines.
Ensure end-user demand for support is appropriately delivered, building relationships with customers to gain feedback as to their level of satisfaction with the support service.
Instructs employees how to prolong functionality by proper use.
Preparing the upgrade procedure of desktops, laptops for MS XP / vista / Windows 7, and 8, as well implement Active Directory and Group Policies for different departments and groups.
Provided remote support to field techs and clients.
Prepares budget estimates and monitors departmental expenditures, and plans and coordinates the purchase, installation and implementation of all client hardware and software according to department standards and procedures.
• Worked with the Global Service Desk (GSD) team in USA, Europe, and India, and coordinated for the local site requirements, in Middle East (Amman, Dubai, and Cairo) for Yahoo! Offices in the Middle East.
• Provide support by diagnosis, escalation, resolution and incident management using ITIL processes.
• Provide support to internal and external clients by email, telephone and web conference. in order to solve any hardware/ software and configuration/ upgrades issues that arises.
• Managing client queries through liaising with the relevant departments to provide assistance and technical knowledge to aid implementation of Projects.
• Anti Virus and end-point security services either configuration/ support/ troubleshooting.
• Printing and scanning on the network and to the desktop.
• Microsoft Active Directory (AD) User network access accounts (local and remote) in order to provide secure and efficient access to email, standard and non-standard software and systems.
• AD Security and Distribution Groups.
• Document storage on the network, file permissions, secure file access, content and housekeeping.
• Configuration Management of Inventory for all hardware and software(Siebel System)
• Working on both end user devices and servers diagnose, document and resolve issues for all aspects of client communication and managing expectations.
• Vendor management with external suppliers.
• Provide training and guidance of IT systems and processes and contribute to the on-going improvement of our service.
• Supporting client Infrastructure with all types of support such as configuration of Access points, routers, switches…etc.
• Working with senior management to propose, agree and deliver IT service to defined Service Level Agreements.
• Prepare and maintain IT internal and external reports for Management.
• Provide support to internal and external clients by email, telephone in order to solve any hardware/ software and configuration/ upgrades issues that arise.
• Anti Virus and end-point security services.
• Printing and scanning on the network and to the desktop.
• Microsoft Active Directory (AD) User network access accounts (local and remote) in order to
Provide secure and efficient access to email, standard and non-standard software and systems.
• AD Security and Distribution Groups
• Document storage on the network, file permissions, secure file access, content and housekeeping.
• Supporting client Infrastructure with all types of support such as configuration of Access points, routers, switches…etc.
• Provide line support by diagnosis, escalation, resolution and incident management using ITIL processes.
• Provide support to internal and external clients by email, telephone and web conference in order to solve any hardware/ software and configuration/ upgrades issues that arise.
• Managing client queries through liaising with the relevant departments to provide assistance and
technical knowledge to aid implementation of Projects.
• Anti Virus and end-point security services either configuration/ support/ troubleshooting.
• Printing and scanning on the network and to the desktop.
• Microsoft Active Directory (AD) User network access accounts (local and remote) in order to
provide secure and efficient access to email, standard and non-standard software and systems.
• AD Security and Distribution Groups.
• Document storage on the network, file permissions, secure file access, content and housekeeping.
• Configuration Management of Inventory for all hardware and software
• Working on both end user devices and servers diagnose, document and resolve issues for all aspects of client communication and managing expectations.
• Vendor management with external suppliers.
• Provide training and guidance of IT systems and processes and contribute to the on-going improvement of our service.
• Supporting client Infrastructure with all types of support such as configuration of Access points, routers, switches…etc.
• Working with senior management to propose, agree and deliver IT service to defined Service Level Agreements.
• Prepare and maintain IT internal and external reports for Management.
• Installed, Configure and Support Application base Software.
• Set up, Configure and Support / troubleshoot issues with XP, Vista
• Configure and Support Apps base Software: Microsoft, and other 3rd party Productivity Software.
• Install and configure various utility Cards, including Network Cards, Modems, CD-ROM, etc.
• Application Installation and Setup of Computer at Customer site.
• Hardware and software installation procedure and diagnosing technical problems.
• Manage and maintain laptop personal computer inventory and configure laptop personal computer.
• Provide preventative diagnostics and maintenance to personal computers, local and network printers.
• Computer setup and removal, configuring new image, burning image onto a CD-ROM for archiving, Memory Upgrades Drives Upgrade, Data Transfer and Data Restores.
• Evaluate, Configure and Maintain Third Party Software.
• Works with Vendors and Network Analysts as appropriate to resolve unusually Complex Network Problems.
• Manage Computer Upgrade and Hardware Purchase.
• Support duties include a Rotation Program that includes 24x7 Support.