خلود النشمي

• Provided support for Cisco Unified Communications Manager (CUCM) supporting enterprise
VoIP infrastructure.
• Troubleshot and resolved issues related to call routing, device registration, dial plans, and voice
quality to ensure uninterrupted communication services.
• Performed regular health check reports for CUCM servers and Verba call recording systems,
analysing performance metrics and identifying potential risks to maintain system stability.
• Shadowed senior engineers during Cisco CUCM upgrade projects, gaining valuable insight into
upgrade planning, testing, and execution processes.
• Collaborated with vendors and internal teams during incident resolution.

• Provided frontline technical support to employees, resolving issues related to networking,
hardware, and software both remotely and on-site.
• Assisted in the migration of user mailboxes and data from on-premises Exchange to Microsoft
365 cloud environment, ensuring minimal downtime.
• Coordinated with teams to schedule migration windows and resolve post-migration sync and
access issues.
• Supported the configuration and deployment of Office 365 apps, including Outlook, Teams, and
OneDrive synchronization.
• Provided Tier 1 support for end-users encountering connectivity and email issues.
• Overseeing DISC - SLA. (Service Level Agreement)
• Coordinated with internal teams to meet contractual obligations
• Performed new PC setups, installation of Windows operating systems.
• Built and maintained a detailed inventory profile for the companys datacentre infrastructure,
including servers, switches, and peripherals, ensured asset accuracy, lifecycle management,
and assisted in procurement processes.
• Took necessary actions based on asset profiling, including coordinating maintenance, upgrades,
and replacements.

• First level support (troubleshooting, password resets, printer configuration), ticket routing and
escalation to Level 2, 3.
• Assisted and guided users through Service Desk channels (phone, email, ticketing system, walk
in).
• Logging and prioritizing all issues, follow up on issues status, ensure fast delivery, and customer
satisfaction.
• Contributed to monthly presentations for MIS department to share service desk updates,
continuous improvement and statistics.
• Organized and delivered comprehensive training sessions for the service desk team to ensure
they are fully equipped with the knowledge and skills needed to manage and support the new
system updates effectively.
• Worked well with senior managers and internal teams within a team environment on projects
and directives.
• Documented Self Service Solution guides, assist and guide users to limit pressure on support
staff.
• Assisted in the implementation of ITSM workflow and work in conjunction with ITSM and
business systems team.
• Logged and tracked Service Desk improvement plans and ensured implementation.
• Analysed monthly statistics report capturing the Service Desk performance.
• Spotted monthly and yearly business trends to suggest changes for improvement, and work in
collaboration to achieve them.
• Monitored, tracked timely Service Desk metrics and ensured the team is meeting or surpassing
all service level agreements.
• Performed follow-up on all IT tickets, Projects, Improvements, and Problems to ensure delivery
in a timely manner, and to improve KPI & SLA delivery across MIS teams.
• Proactively identified, analysed, and documented network and system-related Problems.
• Maintained a structured Problem log, tracked root causes, implemented solutions, and ensured
timely closure.
• Coordinated with cross-functional IT/MIS teams to drive effective problem resolution

• Installed, configured and maintained software.
• Troubleshot and resolved network, hardware and software related issues.