IT Helpdesk Officer
Arab African International Bank
Total years of experience :16 years, 1 Months
Answer all phone calls from head office and all branches that is related to
o Core banking
o Pc support
o Internal / External mails
o Internet
o Network
o External website support
Act as first line of support to the AAIB employees and to the bank external website users
Keep track records of all calls starting from the first step and until the case is closed
Handle calls initiated by IT users, keep records logged and solve their problems if possible or transfer it to the concerned IT function to solve it
Coordinate with other departments in IT division
Produce and provide other departments in IT division by the needed statistics
My Job Duties are:
Understand the job role of each department inside the operation and communicate functions and guidelines as requested
Carrying out specific projects and research as requested by direct manager.
Producing documents, briefing papers, reports and presentations
Maintaining department database records including data management, statistical reports and market researches as per operation guidelines.
Occasionally Deputizing for the direct manager, in the communications & the delegations of decisions to others department & staff inside the operation .
Works with internal and external parties to organize the various components needed to initiate, run and conclude specific projects. Duties include coordinating schedules and activities, tracking progress and results & Coordinate work flow
Update and chase delegated tasks to ensure progress to deadlines and assigned projects on schedule
Taking initiatives in the development and the communication of procedures manual, processes and work flows to ensure consistent performance.
Take part in some operational meetings to assure operational follow-through.
Research and assist with the preparation of motions, policies and procedures
respond to and direct inquiries to the right channel inside the operation
Perform other related duties as required by direct manager
Follow my position KPI
My responsibilities encompass the following:
Delivering the following courses:
Citrix Presentation Server 4.5
Excel 2003 & 2007
Access 2003 & 2007
Outlook 2003 & 2007
Word 2003 & 2007
Power Point 2003 & 2007
Project 2000, 2003 & 2007
Visio 2007
2261 - Supporting Users Running the Microsoft Windows XP Operating System
2262 - Supporting Users Running Applications on Microsoft Windows XP
A+ Essential
N+
Bachelor of Science, Electronics and Telecommunication Engineering, Cairo University, Jun ’07 Final Year Grade: Good Final Year Project: “Application of GPS on mobile robot.” Graduation Project Aim: Robot capable of navigating a variety of dry, outdoor environments. It uses sonar to perform obstacle avoidance and GPS to navigate to programmed coordinates. Its purpose is to serve in a land based Search and Rescue mission when inhospitable conditions make sending live personnel into the field dangerous. Inherently, this platform has military applications but may also be used for civilian operations such as searching for lost hikers. Graduation Project Grade: Excellent