Technical Support Supervisor
Salama
Total years of experience :8 years, 9 Months
o Incident/Request/Change Management: ManageEngine HelpDesk
o User Management & Permissions: ManageEngine AD
o Asset/Software/Patch Management: ManageEngine Endpoint Central 11
o Office 365 Admin center Management and Auditing
o Lead Tech Support Team: Provide leadership & coaching
o Delegate Daily Operations: Strategically delegate tasks
o Reporting: Generate insightful reports
o Training Junior Employees: Partner with HR to identify & train
o Managing incidents, requests, assets and change requests via ServiceNow ticketing system
o Create and manage user accounts and permissions via Dell ARS
o Assist users with password and account issues via Google Admin Console
o Android Enterprise mobile device management (MDM) via Intelligent Hub
o Enterprise mobile devices and application management (MAM) via WorkspaceONE
o Windows software distribution and installation through WorkspaceONE
o Assist in migrating users from Windows OS to ChromeOS
o Troubleshooting end-user issues. (PC/laptops/mobile/software)
o Troubleshooting basic network issues
o Managing the Avaya IP phones IVR system
o Managing access to FocusHR platform
o Managing user profiles in Citrix Director for remote access
o Provide on/off-site lT training for end users
o Escalate complex issues to higher-level support teams and follow up until resolution
• Preparing Monthly Financial Statements.
• Government and Municipal Procedures using affiliated websites.
• Preparing Financial Reports and KPIs.
• HR and Payroll Management using (Qiwa, GOSI, Muqeem, Mudad, ...).
• Managing Distributors Accounts (Morsool, Hungerstation, Lugmati, ...).
• Contracts and Correspondence Management.
• Issuing service notifications and updating service reports in log.
• Arranging service/parts quotations.
• Take periodic maintenance requests and assign engineers accordingly.
• Preparing contracts and coordinating with clients regarding service agreements..
• Prepare monthly and quarterly reports for the service department.
• Provide field engineers with the information and documents they request to complete assigned tasks.
Software engineering