LEAD – TECHNICAL SUPPORT ENGINEER: BIOMEDICAL INFORMATICS
Sidra Medical and Research Center
مجموع سنوات الخبرة :22 years, 6 أشهر
¥ Manages the Service Management Section within the Scientific Computing unit
¥ Project Lead for Casper Suite - Mac Management System
¥ Manages delivery of IT services to the research team
¥ Develops policies and procedures that support the daily operation
¥ Coaches the technical support team while working on a resolution for a technical problem and coordinates efforts among different teams and vendors
¥ Contributes to strategic planning related to resources, Client infrastructure capacity and staff development
¥ Establishes, manages and maintains the Research IT service desk
¥ Undertakes project management of new Research Client infrastructure related projects
¥ Continuously works with corporate IT and vendors on fulfilling the IT requirement of the research branch
¥ Manages the quality assurance of services delivery and security
¥ Undertakes responsibility for the entire IT Asset Lifecycle Management in Research.
¥ Manages all the Client Software and Hardware Purchases for the entire Research.
¥ Manages the Research Applications Support for Entire Research.
¥ Conducts Learning Sessions on New Technology Introduction to the entire Research.
¥ Manages the overall Customer Satisfaction of the entire Research Group and identifies improvements.
¥ Monitors the overall Client infrastructure
¥ Maintains the support contract for the Client IT infrastructure
¥ Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
Direct support to KAUST President, EVP’s, and all other executives
Conducted multiples IT Projects for the Executives
Maintain high level customer service standards in dealing with responding to all Executives’ issues and questions
Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate
Analyzes and resolves problems on computer applications and systems for the university Executive management
Collaboration with other IT departments on knowledge transfer, support policies, procedures and standards and change management to ensure high level support to Executives
Provides individual and/or group instruction and training on computer technologies to Executives of the University
Mentors and guides junior employees (inside and outside the department)
Participate in setting-up the IT Service Desk policies and procedures and Executives Benchmarking
Proving IT Support on multi-platform architecture/environments (Windows & MAC OSX)
Conducted 6000 MAC deployments and setup
Blackberry setup and troubleshooting - BES / BIS
1 level network troubleshooting and support
24/7 standby support
Administration of Active Directory
Assist in Exchange server migration
Provide analysis and recommendations for product enhancement.
My Team provides the following support to the entire Executives (only)
*** 1st and 2nd level support with extended hours support
Resolving issues over the phone / Remote Support such as…
Software issue e.g. MS Office, Mac OS X & Applications, HPSM, Cisco CTI, SAP GUI, Internet Explorer / Safari / Firefox and Etc...
Hardware configuration… Printer driver updates, Network printer installation, Sharing local printer / scanner to multiple users, IP phone - advice and guidance
Email Configuration… Exchange Setup (Outlook, Entourage, Apple Mail), KAUST Gmail configuration (POP / IMAP) , Calendar sharing / delegation, Email delegation, creating local mailbox (PST), Creating Rules / Move messages
Operating System issue’s such as… Slowness, Not booting up, Configuration, Profiles issue, Advice and guidance, System / Driver / Software updates, Wi-Fi setup / troubleshooting, KAUST Domain migration, Registry troubleshooting
Mobile Setup (BB / IPHONE / NOKIA) … Email setup, Operation advice and guidance, Backup / restore, Contacts / files migration, Firmware updates, Customization
TV / Set-top Box…Advice and guidance, Troubleshoot, Channels Info.
Account’s (AD / Exchange / SAP / GMAIL / HPSM / Cisco CTI / KAUST Portal) … Unlocking, Password reset, SAP / KAUST Portal, Account duplication, Application Errors, Authentication request
EMAILS… Account creation / cancellation, Distribution list creation / delegation, Account, duplication, Exchange mailbox issues, BES activation, Spam issues
Network… Connectivity issues, Port Activation / deactivation, VLAN creation, internet
Security… VPN Account request, Firewall request, VLAN creation / issues
NOVEMBER 18, 2008 - MAY 2009 • CSC SUPPORT ANALYST - Global Support (SERVER TEAM) • TRADING TECHNOLOGIES INTERNATIONAL
Focused on assisting customers with Gateway software issues and troubleshooting issues on all back-end applications including but not limited to, all individual exchange/FIX Gateways, WAN Routing and remote connections, network related problems and exchange connectivity issues.
Responsibilities: ➢ Assist customers in all technical/functional aspects relating to proprietary software
➢ Use project management methodologies to track and drive customer requirements and technical solutions.
➢ Work closely with other global IT Infrastructure teams, global security operation, and global compliance team.
➢ Multiple remote support (via Remote Desktop / Bomgar)
➢ Provide professional customer telephone support. Define issues, accurately document tickets and troubleshoot global proprietary software issues
➢ Maintain close relationships with customers and internal departments / Own and manage multiple customer relationships / Customer issue replication / Own and manage multiple customer relationships.
➢ Assist team members with any problematic issues
➢ Understand, prioritize and drive resolution of issues through hands-on involvement and highly effective communication between responsible parties at the client site and TT.
➢ Document information and data which may be helpful to other team members and customers and contribute to the Global Knowledge base
➢ Perform other related tasks as assigned
➢ Provide analysis and recommendations for product enhancement.
➢ Focus on providing quality customer service via team work with global CSC teams, (with functional, client, server and fix sub teams)
JULY 2007 - NOVEMBER 2008 • DESKTOP TEAM LEADER • CITIGROUP
➢ Lead 10 Desktop Engineers
➢ Analyzing and reviewing staff/users satisfaction feedback forms, analysis and action plan on positive / negative feedback.
➢ Establishing and implementing key performance objective such as: coaching, team building, technical strategies, knowledge base and ensuring a full commitment in SLA's
➢ Carry out ADHOC Special Projects assigned by ASPAC Managing Director
➢ Windows 2000/XP migration to VISTA and Thin Client (Citrix) Team - Global Project
• Consolidate all application testing (In-country and Global Application)
• Liaising with other departments heads to ensure smooth coordination/communication between departments for application testing / migration.
• Conducted full assessments of all equipments to be certified in VISTA migration.
➢ Administration of DHCP, DNS, Active Directory Server and Domain Group Policy
➢ Work as a team in performing day-to-day server, backup, and storage monitoring, support and troubleshooting in regional data center.
➢ Dedicated BAU support and ensuring a ZERO tickets in the queue
• Application support / troubleshooting
• All desktop related support such as: SOE building, hardware / software installations and troubleshooting, multiple remote support (via VNC / Remote Desktop), repairs, printer installation (Local and Network), PC/software/printer relocations
• Support Laptops deployments, security (Pointsec) and SOE's imaging
• User training
• 24/7 Stand by support for deployment
➢ Direct support for VIP and VVIP users
➢ Provided guidance and educating users/clients to maintain high customer service standards and relationship.
➢ Maintain a good rapport to vendors to ensure a smooth partnership.
NOVEMBER 2006 - JULY 2007 • IT CONSULTANT (INFRASTRUCTURE MANAGEMENT) • FRONTLINE OUTSOURCING (ASIA) PTE LTD
➢ 24x7 Support to CMS Careline clients (infrastructure and system support)
➢ Desktop Support Services - email support, package software support, virus control, maintenance
➢ Server Management (Windows 2000/2003) - DHCP, DNS, Active Directory Server and Domain Group Policy.
➢ IMAC (Install, Move and Change services)
➢ Disaster Recovery - planning and implementation services in the infrastructure environment
➢ Conduct on-site Desktop and Server support to multiple clients
➢ Setup Wireless routers
➢ Troubleshooting network issues and provides support for complete end-to-end connectivity
➢ Call logging system: REMEDY and AVAYA Computer Telephony
➢ Lotus Notes (Installation, troubleshooting)
➢ Manages, setup, troubleshoots network printers
DECEMBER 2005 - SEPTEMBER 2006 • SYSTEMS ADMINISTRATOR • FRB NETSPACE CYBER HOUSE (FAMILY OWNED BUSINESS)
This project is a collaboration of all my acquired skills such as; Project Management, People Management and Information Technology.
➢ Setup the entire Network (LAN/WAN) with Wi-Fi WAN access to the main provider (Telco)
➢ Designed the LAN and conducted the entire network cabling
➢ Develop a system using visual basic 6 to be used in the inventory and time manager
➢ Assembled, configured and installed the 10 workstation's and a server
➢ Conducted Wi-Fi and wired network setup to clients
➢ Conducted 24/7 support to clients
➢ Conducted graphics designs to client
DECEMBER 2001 - JUNE 2005 • DESKTOP ENGINEER • SULTAN BIN ABDULAZIZ HUMANITARIAN CITY RIYADH, KSA
➢ One of the three pioneer staff of I.T who participated in the entire I.T. setup of the biggest Rehabilitation Center in Riyadh
➢ Administration, configuration and maintenance of Windows 2000/2003 Server
➢ Administration of DHCP, DNS, Active Directory Server and Domain Group Policy. Supports end-user's account information including rights, security and system groups.
➢ Provides technical assistance for HIS (Hospital Information System) / ERP (Enterprise Resource Planning) such as client software installation and configuration. Cache software and Print Server administration
➢ Included initial network planning
➢ Implemented structured network cabling
➢ Conducted All hospital system implementations
➢ IMAC (Install, Move and Change services) over 1500 workstation
➢ Conducted Desktop support in all users including VVIP users
➢ Develop In-house programming using Visual Basic 6
➢ Created graphic ads designs like posters, streamers, signs, call cards, e-signature cards and banners
➢ Writing department policies and procedure
➢ In-charge of HIS system training to all the staff in Nursing Services, Rehabilitation Services, Medical Records and Physicians
➢ System Administrator of ISO System (for outpatient systems)
➢ 24x7 standby HQ support and Off-site support
JUNE 2001 - DECEMEBER 2001 • COMPUTER PROGRAMMER • GEORGANI, INC MAKATI PHILIPPINES
➢ Develop computerized booking system using visual basic
➢ Develop computerized brochure in stores
➢ Conducted network setup in all mall outlets, warehouse and main office
➢ Provide 1st and 2nd level of technical support
➢ Graphics designs to be publish in the newspapers
➢ Configure remote access from the outlets to the warehouse
JANUARY 2000 - DECEMBER 2000 • IT SUPPORT ENGINEER • JOLLIBEE FOODS CORPORATION
➢ Provide 1st and 2nd level of technical support
➢ Develop computerized call monitoring system to be used by the helpdesk staff
➢ Provide helpdesk support in all JFC store branch
➢ In-charge of all the access like file & printing rights, login scripts, network drives mapping, user rights & permissions, DNS, email access
➢ On-call and site support for all JFC branch • email configurations using Ms Outlook / Outlook Express
Bachelor of Science in Computer Science - December 1999 AMA COMPUTER UNIVERSITY Quezon City, Philippines