Service Excellence Engineer
DIYAR UNITED COMPANY
Total years of experience :11 years, 4 Months
Monitoring, and maintaining of Server monitoring tools.
Monitoring of VMs & Esxi servers (CPU, Memory, Disk, Network Utilization)
Diagnosing system errors and other issues.
Creating, Managing and Maintaining AD user ID Accounts.
Identified issues, analyzed information, and provided solutions to problems.
Managing User Accounts (password resets/creates/deletes privileges) and applying group Policies
Usage of monitoring tools like SolarWinds, SCOM & Dynatrace.
Resolve service user requests within target timeframes.
Providing the miscellaneous support and coordinating with various teams to achieve the best results
Identifying system performance issues, providing swift remedial action.
Incident Management, ceating incident tickets and escalating to concerned team for swift action.
Installed new hardware and software to meet system specifications and user needs.
Monitoring of Applications & Network Components using monitoring tools.
Kept detailed records of new installations and related licenses.
Alert escalations to the concerned team or section as per the escalation matrix.
Monitored computer system performance and intervened in identified problems.
Configure and manage the BMC SDE ITSM application for Incident Management, Ticketing, and work orders.
Configure Templates, User Permissions, Support groups, Approvals, Operational categorizations, Hub/Spoke model, and Product categorizations. Change queues, Auto assignment rules in BMC SDE/
Diagnosing system errors and other issues.
Assists in updating IT troubleshooting log and presenting weekly & monthly reports to management.
Identified issues, analyzed information, and provided solutions to problems.
Updated software for new functionality and improved security.
Conducted tactical troubleshooting to identify faults.
Resolved service user requests within target timeframes.
Communicated ICT disruptions to staff regarding installations, upgrades, and outages.
Educated service users on new software updates and system capabilities.
Identified system performance issues, providing swift remedial action.
Documented actions are taken using a work order system within BMC.
Set up new workstations for users with proper cables, equipment, and software.
Kept detailed records of new installations and related licenses.
Installed new hardware and software to meet system specifications and user needs.
Monitored computer system performance and intervened in identified problems.
Followed up on resolved tickets, conducting surveys to gather feedback and uncover service desk inefficiencies.
Provided clear and concise systematic technical support to guide clients during the process.
Created in-depth reports, detailing help desk objectives, customer wait time, and ticket resolutions.
Supported diagnosis and repair needs for software, hardware, and network issues, working remotely and with end-users to establish resolutions.
Helped customers set up new systems, applications, and software to manage smooth workflow.
Create Work Orders, installation, or withdrawal for consumables, defective parts, computers, or laptops.
Provide technical support for the project of the Ministry of Municipality & Rural Affairs Election 2016 of the Kingdom of Saudi Arabia by a computerized system for recording and registration of voters, support networks, and connecting all centers of election to Riyadh Ministry
Training the users to know how the software works, responsible user data entry for part of the software, and how to use it.
Setting up network connections.
Communicated technical information to non-technical audiences through easy-to-follow presentations, explanations or demonstrations.
Conducted training sessions with employees on new or upgraded software, systems and applications.
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