Leslie Cahanap

- Delivering IT support services to all various business operations such as Park Operation,
Retail and F&B business in all Theme Parks (Ferrari World, Yas Water World, Warner Bros.,
Clymb & Presidential Palace).
- Resolve service desk calls as first point contact and escalate to Level 2 support if necessary.
- Work and coordinate with IT team and service desk team to develop and improve IT
services delivered to business operations.
- Log calls and maintain accurate written records of work completed using IBM Tivoli Service
Request Manager Software (TSRM).
- Single point of ownership for effective provision of systems and services to customers.
- Able to resolve technical issues on any hardware and peripherals and software
implemented within the parks.
- Work towards KPI’s and the overall SLA’s governing the IT Services Team performance.
- Support business revenue applications such as Omni Ticketing system for Admission,
Infogenesis for F&B and Retail Department.
- Support business applications such as Gantner Lockers, RMG Digital Signage CCTV, System,
Door Access system, Skype for Business (Polycom Phones), etc.
- Supporting the roll-out of new applications and systems.
- Managing crisis situations on site, with assistance of other IT teams, which may involve
complex technical hardware or software problems.
- Provide technical support (software/hardware) to all point of sale within the park.
- Deploy new PC’s and Laptop’s on the Farah Network.
- Maintain and keep accurate records of IT PC Inventory and other software licenses.
- Administer actve directory, create and manage user accounts, and computers into domain.
- Business, preparing SOP for guides and documentation.
- Prepare and raise purchase requisition for IT requirements in the absence of IT Executive.
- Provide the business out of hour’s emergency technical support.

• Providing overall support for IT systems, servers and end-user clients.
• Responsible for daily system backups on all server machines including end-user workstation.
• Managing, updating and configuring end-user accounts.
• Providing Training for new user in application and company system.
• Providing Desktop Support and prioritize high priority and critical issues ticket for end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and system application.
• Manage endpoint security on all servers and workstation
• Responsible for Maintaining HR, Accounting and Document Management System.
• Responsible for configuration and support of end user email.
• Responsible for configuration and support of telephone system.
• Responsible for configuration and support of access control system/cctv and time attendance system.
• Maintaining an accurate inventory for hardware and software.
• prioritize high priority and critical issues ticket.
• Updating knowledge base to easily resolved the known issues and for the future improvement.
• Document Instances of hardware and software failure, repair, installation and removal, call logs, printer logs, access control logs, and attendance logs for daily, weekly and monthly report.
• Liaising and meeting with vendor for IT solutions required internally.
• Responsible for the purchase of IT Equipment and software in line within agreed budgets.
• Responsible for all software and subscription renewals for continuity and non-interrupted services within company.

-Provide 24/7software support by identifying, investigating and resolving hardware and software technical problems.
-Installed, configured and maintained In-House Software and Hardware Platforms, Servers, and Databases.
-Conduct smoke testing for new software builds in staging before deployment in production.
-Provide Test Cases and software documentation for all fixes releases.
-Deployment of software updates, patches and hardware upgrades to production.
-Provide application software support to end user and clients.
-Manage user credentials, roles & privileges whenever required for all software products.
-Provide training to newly joined employees and existing ones.
-Provide training to clients as needed.
-Providing first-line investigation, testing and diagnosis.
-Logging all relevant incidents, software bugs and service request details, allocating categorization and prioritization by severity using ticketing base support system.
-Escalating incidents/service requests within agreed timescales or SLAs
-Keeping users informed of progress and confirm the resolution.
-Resolves and closes incidents/service requests as per procedures and allocated SLAs
-Initiate the necessary actions to proactively removing the errors and maximizing the stability of the software platforms.
-Escalates unresolved incidents/service requests within agreed OLAs to Software Development Team
-Ensures tickets are up to date at all times until issues are resolved
-Provide immediate service for users and accommodate related business needs and requirements.
-Support and restore of normal service operation as quickly as possible and minimizing the impact on business operations and proactively reducing the number of new incidents
-Communicate and Improve users’ satisfaction by providing professional services and as per international standards.

Projects Involved in Pacific Controls Systems LLC
-Union National Bank - Access Control System, Security System
-Citbank - Access Control System/CCTV System
-Fleet Management System (Fleet Management System)
-Du Telecom - Integration to Galaxy (PCS Owned Platform)
Facility Monitoring System (UPS, Generators, Fuel Tank, CCU, DC System, AC System, BMS)
-EMAAR District Cooling Plant - Managed Services System, Integrate their pumps and Heat Exchanger to our system.

-Responsible in hands on escalation and diagnosing the problems of Desktops, Laptops and server hardware and software packages, most especially in Samsung, Dell, HP-Compaq, IBM-Lenovo, Hasee, ASUS and ACER products.
-Repairing (Assembling and Disassembling) of Desktops, Laptops and server hardware through the use of different hardware tools.
-Carry out on-site service for products in under warranty and out of warranty condition.
-Provide Support in Configuring Networks Client’s Domain.
-Assist walk in clients, by testing and diagnosing the units right away.
-Records the RMA number of the item in the system
-Diagnosing the problem by hands on testing and escalation of hardware internal parts and software packages
-Encoding the diagnosis of the item.
-Parts Requisition for the parts needed to be replaced in the items.
-Assist Customer Service Coordinator in explaining to the end user the status of their items.
-Replacing t, he parts of the item when replacement is arrived and encode it in the system.
-Send the item for to the QA/QC Department before dispatch in order to provide the quality service
-Provide IT Desktop and Laptop Support within the company’s network.