Mohammad Ahmad Rababah

Manage the staff of the service desk, including motivating them, writing reviews, preparing overall performance evaluations and training.
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Advance the use of a knowledge repository to share information among all levels of IT service and support.
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.

Handle and Manage Active Directory & Exchange Server: creating/modifying / Reset password / unlock account / disable/extend accounts on Active Directory, Group Policy Management, Computer Configurations ( Policies).
• Access to users PC even user Onsite / offsite using Remote IT support for users(troubleshooting and configuration).
• Install and setup Printers and troubleshooting.
Manage And provide support to users and answered any inquiries from customers.
• Provides support for VIP users in Client ( ENEC ), either in troubleshooting, installation of software or any Hardware issue.
• Handling customer satisfaction Survey, And statistical analysis to insure that all service provided to customers in a best way.
• Troubleshoots incoming request from clients regarding problems with desktop functionality, network connectivity, and application support.
• Assuring effective functioning of the Incident Management processes across all support areas resulting in quality customer support provided to users and alignment with IT best practices.
• Dealt With VIP Users in best ways And assist them ASAP, and send a notification to relevant teams to expedite this request.
• Act as a further escalation point for the supervisor(s).
• Carries out all the activities of the integrated Desktop/Client support/operations and systems engineering in the section, such as
• Installing and configuring Desktop computer hardware (PC’s, Printers & Peripherals), Client software for (Business applications, technical applications, standard Microsoft software & client operating system)
• Troubleshooting all Client Hardware and Software and providing the necessary support to resolve user client issues and to enhance system performance.
• Creating and implementing Personal Computer standard image for newly acquired PCs.
• Enhancing, controlling and Monitoring the performance of the operating system software by using the appropriate tools, liaising with the manufacturers’ support personnel on system bugs and problems, and recommends and implements the necessary actions.
• Assist in office moves and changes with respect to the installation and changes to the IT and Network infrastructures.
• Tracking and analyzing commonly reported problems and provides the resolution either via a phone or an email.
• Maintaining an up-to-date Database for fault reporting/resolutions related to Client Hardware, to be used for knowledge sharing, tracking and ad-hoc reporting.
• Ability to use and support video conference system.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Participate with supplier’s personnel in the installation, configuration, customization and maintenance of Client Hardware, operating system software, and other system/utility software packages developed or supplied by manufacturers.
• Coordinates with external entities i.e. hardware vendors for the repair and maintenance of desktop equipment and related peripherals.
• Strongly customer-focused, used to providing support to demanding users.
• Follow up with users, provide feedback and see problems through to resolution.
• Keeps abreast of any new developments in the Computer industry and the latest trends in Information and Telecom technologies.
• Ensure proper recording, documentation and closure.
• Logs issues and either resolves them or ensure they are dispatched to the applicable support group.
• Ability to resolve any problem belongs to (Telephony and structure caballing) as mention below:
• Adding phone features.
• Replacing faulty telephone and cabling equipment.
• Attending user calls for phones, cabling and related network activities.
• Patching and un-patching structured cabling.
• Troubleshooting and rectification of telephony and cabling operation.
• Shifting telephone sets for the user.
• Prepare reports and documentation as required and instructed.
• Maintain IT rooms and Equipment.
• Work with IT vendors and suppliers when work required.

IT Service Management and Improvement- Based on ITIL Fundamentals: • Handle and Manage Active Directory & Exchange Server: creating/modifying / Reset password / unlock accounts / disable / extend accounts on Active Directory, Group Policy Management, Computer Configurations (Policies) . • Access to user’s PC even user Onsite / offsite using Remote IT support for users (troubleshooting and configuration). • Install and setup Printers and troubleshooting. • Manage And provide support to users and answered any inquiries from customers. • Provides support for VIP users in Client, either in troubleshooting, installation of software or any Hardware issue. • Handling customer satisfaction Survey, statistical analysis to ensure that all service provided to customers in best way • Tracks current applications to problem resolutions, and then publish fixes so the user community has access to them. • Ensures Proper Issue Tracking troubleshoot network connectivity and server ability. • Consults within network and server teams to confirm outages. Track customer impact from server and network. • Ensures follow-up on unresolved cases. Escalates problems as necessary to ensure contractual agreements are met. • SLA - Complete SLA draft and internal signoff, Finalize SLA reporting methods and SLA Dashboard release .. • Conduct SLM training and awareness programs. • Define and formalize Problem Management Process. • Manage enabling Problem Management module in Remedy. • Conduct Problem Management training and awareness programs. • Manage release of Group IT Newsletter after collating necessary details. • Drive the management directives with regards to quality. • Create and Manage MIS and Scorecards, Drive Process Improvement initiatives. • Ensure Alignment of Quality Management System to ISO9001:2008 standards and ITIL.
• Obtain ISO 9001:2008 Certification for the IT department. • Implement the Quality Assurance and Internal Assessment functions to ensure compliance to defined processes. • Service Management -Implementing the ITIL best practices, performance metrics, review automation and improvement. • Audit Issues Management, Corrective and Preventive Actions and ensure Compliance. • Conduct Gap Analysis and identify Process Improvement Initiatives across various IT functions. • Experience in coaching, developing and leading an auditing team throughout the end to end process • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. • Ability to develop and deliver presentations. Experience in coaching, developing and leading an auditing team throughout the end to end process. • Excellent analytical ability to grasp the key points from complicated details. • Ability to think laterally, evaluate existing practices and explore new approach.