Mohammad Fallatah

Provide information technology (IT) and technical support to both staff and user departments
for all software, hardware, servers, and network applications during the creation and
maintenance of computer systems and networks.
Install, test, and maintain new operating systems, application software, and hardware,
support the roll-out of new applications, and manage exclusive applications used in the
media world such as Scheduall, iNews, and O’room.
Maintain Datacenter assets, calculate the technical features of a project plan and collaborate
in performing updates, and regular maintenance and checkups to ensure that the systems
engineering procedures are operating correctly.
Increase system efficiency and engage in quality control procedures to ensure meeting the
organization’s quality standards and that the organization is operating at maximum
efficiency, from manufacturing to distribution.
Monitor system and application performance for potential issues or bottlenecks, identify
possible solutions, and work with developers to successfully implement those fixes.
Troubleshoot systems, and applications, and reported technical issues by running diagnostics
on malfunctioning hardware or software and finding solutions or alternatives for issues to
implement them with a high success rate.
Manage users & groups on Active Directory, and maintain other Active Directory and Group
Policy processes including password resets name updates, permission adjustments, updates
to employees' information.
Set up new employees’ company-provided devices, join them in the domain, provide basic
training to the employees, and support users in the onboarding process by participating in
on-call assignments for after-hours recordings, live feeds, and employees with technical
difficulties.
Prepare environments and meeting rooms for staff as required with all hardware and
software needs.
Continue to stay up to date with the latest technology and best practices by taking online
training and self-study courses in all aligned technology fields.

Provide tests and support for drilling software and real-time applications, Plan and perform
application software installations, patching, upgrades, and support.
Support drilling operations and information technology (IT) projects related to the Oil and
Gas industries.
Prioritize customer service and satisfaction, provide remote and on-site support as required
and provide user support daily.
Ensure unstoppable drilling operations by maintaining windows servers, databases, and
other software.
Configure and deploy Web-based systems and supporting technologies including Microsoft
windows (MS) Server 2016 and above, Internet Information Services (IIS), Office 365,
Microsoft Message Queuing (MSMQ), and SQL 2016 and above.
Support and diagnose Wellsite Information Transfer Standard Markup Language (WITSML)-
based applications, real-time services, Wellsite Information Transfer Specification (Wits0),
and Exchange Traded Product (ETP)-based software.
Determine required algorithms for all automate systems and provide technical support to all
production systems and prepare an efficient schedule.
Assist all engineers in technical operations and ensure utilization of all tools efficiently,
prepare all required repair documents and ensure compliance with all organization
guidelines.
Maintain network servers, hardware, Local Area Network (LAN) connectivity, security, and
disaster recovery.

Responsibilities:
• Rendered technical support to customers with regards to hardware, software, network and mechanical applications over phone, email and in person.
• Diagnosed and troubleshot software and hardware problems in a timely manner to meet SLAs and deadlines.
• Maximized network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.
• Configured firewalls, routing and switching to maximize network efficiency and security.
• Assisted customers install applications and programs by using a variety of tools, software, applications and online sources to ensure customer satisfaction.
• Kept track of users’ system issues until they are resolved by adhering to the agreed timelines.
• Set up new users’ accounts and profiles, managed permission and dealt with password issues; researched, diagnosed, troubleshot and identified solutions to resolve user issues.
• Diagnosed and fixed network/system faults, oversaw security of all systems and installed anti-virus protection;, maintained and repaired network servers.
• Accessed databases (MongoDB) to troubleshoot issues, adjust information and maintain stability.
• Escalated unresolved issues to appropriate internal teams and ensured prompt resolution of escalated issues.
• Recommended process improvements to ensure system reliability, scalability, security and performance.
• Maintained detailed records of all reported cases and communications using the CRM platform Salesforce.
• Maintained confidentiality and security of company documents and customers all the time.

Responsibilities:
• Provided technical support to both in-house staff and user departments for all software, hardware, server and network applications; monitored and maintained computer systems and networks.
• Handled reported technical issues via phone, email, ticking system and face to face/in person; efficiently troubleshot and resolved system issues escalated from users with a high success rate.
• Created, deleted and updated users & groups on Active Directory; maintained other Active Directory processes including password reset, update names, adjust permissions, update employees' role titles and information, etc.
• Installed and configured new systems and hardware, supported the roll-out of new applications, set up new users' accounts/ profiles and dealt with password issues.
• Provided assistance to company staff or clients with technology-related issues by understanding the issue and its cause, solving the problem and explaining the problem to the staff member or client.
• Troubleshot systems and applications by running diagnostics on malfunctioning hardware or software, and finding solutions for any issue and implementing it.
• Participated in an on-call rotation to provide maximum support for after-hours employees with technical issues.
• Maintained a working log detailing all required system updates, as well as the date of completion.
• Organized and filed documentation pertaining to warranties and instructional guides for computer hardware.
• Created, edited and updated project manuals and technical documentations used by the entire IT team.
• Conducted training for employees in MS Office, Windows Updates and Security, and System Enhancement.