Mohammad Saif Alam

 Providing complete Technical Desktop Support (Software & Hardware) to the end users, Remote support based on incident logged in Service Desk System. Installation and configuration of Label Printer, wristband Printer, MFP Printer, LaserJet Printer.
 Setup workstation and laptop for new users, configure system and ensure network connectivity, install and test hardware/ Software prior to deployment, involved in the rollout of software updates and patches. Communicating with third level technical team for server and any network related issues. Ability to work well in a team environment.
 Managing the incidents and maintaining the agreed SLA within organization.
 Assign and transfer the ticket to the respective team, manage service desk tickets.
 Planning and prioritizing systematically in resolving the issues according to the urgency of the issue.
 Assist the users remotely in resolving the issues encountered in their daily use of IT System.
 Provide technical support for the (HIS) Hospital information system (Cerner/ Malaffi)
 Supporting to resolve the issue related to Email Send & Receive / Forwarding
 Responsible for maintaining & troubleshooting of network printers
 Hands-on experience working with android and apple smart phone, assisting user for configuration of email account and troubleshooting,
 Responsible for troubleshooting Internet issues. Responsible for Hardware movement as per the user request from one location to other location and keep inventory up to date.
 Responsible for troubleshooting Microsoft windows issues. Timely analyze whether any repairs or replacements are needed for IT Equipment. Installation and configuration of ID card printer.
 Responsible for installation and configuration of cart PC for wards.
 Responsible for configuring & troubleshooting Microsoft outlook accounts
 Managing user accounts and giving share & security level permissions
 Maintain composure and patience in face of difficult customer situation.
 Completed upgrade Project for C2C Domain migration in CORNICHE Hospital

Providing complete Technical Support/ Desktop Support (Software & Hardware) to end user, Remote support based on incident logged in Service Desk System. Installation & Configuration of SEP Antivirus Ver-12.1

Installation and configuration of SAP application and providing technical /desktop support to end user.
Providing Technical Support for all Workstation (PCs, Laptops, Blackberry, Smart phone, Notebooks, I-Pad), printer’s peripherals. Setup of New Hardware system at client side and implementation. Configuration & troubleshooting of Wireless Network.VPN installation & Configuration at client end.

Responsible for VIP user support & managing branches office of Al-Futtaim via Remote Support.
Installation operating system, software application and drivers, configuring of network IP Phones.,

Managing, configuration and troubleshooting of Local & Network Printer Configuration at client end, maintain mail client (Microsoft Outlook 2010/2013) from client side. Imagine the workstation.

Vendor Management and coordination with for Hardware related issues, Installation & configuration of POS System, (Point of Sale) RFID(Radio Frequency identification Device). Responsible to provide remote support through Team Viewer, RDP, Remote Assistant. Installation & Configuration of Label Printer.

Backing up and Restoration of user’s Critical Data etc. Assists the technician in installation and updating of software as well as the setup and troubleshooting of Computer & Network Printer etc.
 Support and configuration Office 2010/2007 Windows XP,

Windows 7. Wireless configuration at client end.
Setup & Managing IP Cisco Telephone System. Wireless Installation and configuration for Laptop User’s

Interacting with branch offices for all technical issues, direct reporting to line manager. Monitor day to day user’s Desktop related issue. Track the Team mailbox and provide solution on email to the customer. Also provide L1 support for the customized applications and intranet sites. Providing support of Microsoft Offices.2010. Remote Administration & Support of Al-Futtaim Branch Offices. Coordination with vendor for Desktop/Laptop Hardware Related issues & replacement of new Hardware Part etc.

Managed and Maintained NDIA+ Qatar Airways users, and providing outstanding Hardware, Software end user IT Support and Airline System support.

Played a Key role for Windows XP to Windows 7 Migration project for QATAR AIRWAYS,

Played a key role during the New Doha International Airport Transition by Supporting End Users in resolving Desktop, LAN & Server/Airlines System Related issues.

Prepare the Airlines Systems (CUTE) for Check-in Counter & for the respective Department.Installation and configuration of win XP, Win 7 & Win 2003, 2008. Identify and remove computer viruses and provide major repair.

Remotely handling all technical calls for out-locations customer location, Using Team Viewer and through RDP Connection. Responsible for installation & configuration of Local & Network Printer at user end.

Managing, configuration and troubleshooting of Local & Network Printer& Configuration at client end, maintain mail client (Microsoft Outlook, 2007 and 2010) from client side.

Participating in IT Migration (Hardware Software) Plans.
Managed installed and configuration of Airlines Application & Software.
Technical Support, Installation & Configuration of new CUTE Airlines System’s for Check-in Counter.

Providing support for internet and intranet based application. Configured VPN&WI-Fi at client end.
Administration, Configuration and Installation of Windows 2003/2008 Servers & Active Directory.
Responsible to provide appropriate rights & permission on share Drive, Configuring File Server and provisioning appropriate rights based on the user departments.

Managed a team of IT Specialist handling all IT related requirement like Software/ Network / Systems Infrastructure setting up the system on site.

Providing 1st and 2nd level support for all hardware and software problems reported, documenting problems and solutions as required
Escalate and route complex or unsolved problems to third level support specialists.

Managed and responsible to provide Server and Desktop Support for 3000+ user of Workstation (PCs, Laptops, Notebooks), printers, peripherals, new Setup of Hardware system and client side implementation, installing operating system, software application and drivers, configuring network Phones, performing regular file server backup, and creating ghost image of workstation prior to upgrade, Responsible to creation & deletion of user in Ad, Responsible to provide appropriate permission on share Drive.

Troubleshooting and configuration of Citrix Meta frame Presentation Server4.0/4.5 Troubleshooting & Configuration of Citrix Based Application, New setup of PCs, Laptops, Notebook and installation of required software. Installation & Configuration MS Office.2003, 2007,

Configuration, Installation of Banking software and support (Minset, Telecodia, CRM, IDAM and SAP).
Involved in configuration of VPN & WI-FI, at client end; remotely handling calls for out-locations, Using Net- Meeting and Remote Desktop; applying permission on groups and critical folders on file server,

Managing configuration and troubleshooting of Local & Network Printer, Sap Installation & Configuration at client end; maintain mail client (Microsoft Outlook, 2003, 2007, 2010) from client side.