IT Service Desk Coordinator
Penta Corporate Hosting Limited
Total years of experience :17 years, 6 Months
• Responsible for daily service desk functions, addressing all incoming support requests via email, phone and ticketing portal
• Prioritize the clients’ requests/incidents and assign the ticket to the appropriate engineer
• Handle new incidents reported by the clients or detected by the monitoring tools
• Work with the IT Service Desk Manager to ensure that requests are resolved in a timely manner according to the SLAs
• Provide L1 support to clients’ technical issues
• Handle the clients’ requests following our procedures (SOPs)
• Schedule the engineers’ on-site visits to the clients’ offices
• Facilitated IT Systems End User Support for both Ferrari World Abu Dhabi and Yas Waterworld AUH
• Resolved day-to-day Incidents in the Theme Parks and Back Office
• Delivered hardware/software requirements and other Service Requests of the End Users
• Documented all incidents and requests by furnishing a report for each call and e-mail using TSRM IBM Tivoli Service Request Management
• Troubleshoot issues on the Point-of-Sale System (Infogenesis) and Park Ticketing System (OMNI)
• Administered User Accounts and Workstations in Active Directory
• Managed End Users mailbox in MS Exchange
• Followed specific call flow and regulations and made use of the research tools and equipment in resolving issues
• Served as the back-up of the Service Owner and IT Service Delivery Manager
• Collaborated with various Vendors in order to perform end-to-end support
• Gained the employee of the month award for taking over the Application Support of one of the Revenue Applications in the Theme Park, while the Service Owner is on leave
• Led the Colleague Engagement Committee for IT
• Mentored new IT Specialists
• Developed useful departmental documents (SOP and Policies)
• Volunteered as a Departmental Trainer for IT and conducted departmental training whenever required
• Demonstrated Technical Skills: Windows OS, Cisco / Juniper VLANs, Cisco Call Management System
Service Desk Role:
• Provided Level 1 IT support to back-office and Retail Outlets all over the Gulf Region
• Resolved IT Incidents and Service Requests
• Developed Technical User Guides for the End Users
• Trained the Call Center Agents and IT team on Request Management and Incident Management for Nimsoft Service Desk (Service Desk Tool)
• Managed team performance by implementing Incident Management reporting and analysis
• Produced the company-wide IT Monthly report and analysis (Telephone, Printer, Internet, and Service Desk) for the Department Heads
• Produced Service Desk weekly/monthly report and analysis
• Managed IT Purchasing, Asset Management and Vendor Support
• Led transition from old Service Desk tool to the new tool (Nimsoft Service Desk)
• Collaborated with the major Telecom Company to manage the Telephone Lines application for new and existing branches/outlets
• Initiated weekly team meetings to improve team metrics
• Managed IT Purchasing & Asset Management
• Led projects involving the improvement in Service Desk
• Trained new Service Desk staff
• Achieved employee of the quarter award for the Service Desk improvements
Project Management Role:
• Managed internal IT Project Management:
o Developed project plans in Enterprise Project Management Tool
o Created business case and necessary documents for the project
o Collaborated with the Project team and PMO to deliver the project on time
o Alerted the business on the variation in the project (schedule, cost)
• Liaised the IT Change Management and IT Enhancement Requests
• Improved the IT Project processes and procedures
• Remotely setup and troubleshoot wired network adapters, hubs, switches, wired routers, wireless network adapters,
wireless routers, gaming adapters, and Wireless-N devices for Linksys customers in North America
• Answered and logged inbound calls from Linksys customers to the company’s Call Center System Management tool
• Resolved and closed all the calls within the agreed method, time, and standard
• Attended technical and soft skill trainings to ensure that KPI is met as per the company’s quality standard
• Participated in weekly and monthly team meetings
• Worked in shifting schedule
• Managed a team of twelve that troubleshoots Linksys Networking Devices for North America
• Managed client relationships at all levels
• Trained new interns in the Product Support Department
Awards: Best Thesis Award (gold medalist)-developed a “Computer-Based Water Billing System” (front-end: VB 6.0; back-end: MS Access), Community Extension Service Award (medalist)