IT Support Specialist
The Emirates Center For Strategic Studies and Research (ECSSR)
Total years of experience :16 years, 0 Months
The Emirates Center For Strategic Studies and Research (ECSSR) was established on March 14, 1994, during the tenure of the late Sheikh Zayed bin Sultan Al Nahyan (may God rest his soul in peace), under a decree issued by H.H. Sheikh Khalifa bin Zayed Al Nahyan, President of the United Arab Emirates (may God protect him), who at that time was the Crown Prince of Abu Dhabi and Deputy Supreme Commander of the UAE Armed Forces. The establishment of the ECSSR was in line with the wise leadership of the UAE’s vision to consolidate the foundations of a modern state with institutions that offer valuable contributions to research and scholarly activities around the world. The ECSSR, under the guidance of H.H. Sheikh Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Deputy Supreme Commander of the UAE Armed Forces (may God protect him), has become an independent institution focusing on scientific research in addition to political, economic, social and cultural studies pertinent to the UAE, the Arabian Gulf region and the world.
About ESIS:
ESIS was created as a joint venture company between the Privatization Service Group, owned by Ministry of Interior and Airbus Defence and Space. ESIS provide support to the CAD and communications systems used in Abu Dhabi Police control rooms including (GHQ, Al Ain HQ, Capital Police Station, Khalifa City A Police Station, Western Region (Tarif) HQ, Yas Police Station, Al Qubaisat Civil Defence, Bani Yas Civil defence and MCV’s).
Duties and Responsibilities:
• Act as a CAD Expert responsible of administer, support, maintain and upgrade Abu Dhabi Police CAD desktop and web application (STORM and WebSTORM) within the IT infrastructure environments of Abu Dhabi police control rooms and police stations.
• Prepare CAD SME consultancy visit agenda and address the agenda items with the CAD vendor consultants within the customer environment.
• Administer, support, maintain and upgrade Abu Dhabi Police communications system (IDS) and statistics application (Aurora) overall Abu Dhabi Police control rooms.
• Manage, prioritise, schedule and follow up the support team activities.
• Interact and follow up with internal teams and external 3rd party vendors to trouble shoot and resolve customer issues.
• Ensure that resolution time of incidents logged against Abu Dhabi police systems correspond to agreed SLA’s.
• Provide technical responses for the client technical inquiries (official letters).
• Train, coach and develop ESIS and customer team’s members on the internal and external systems.
• Administer and update ESIS ticketing system (OTRS) and sub contractors ticketing systems (Tick@easy and Salesforce) with the daily issues and requests.
• Prepare 999 support and Yas CR monthly report, the monthly management statistics report, major fault report and daily support report for the client.
• Participate in the provision of telephone advice and remote diagnostic help and support, on a 24/7 basis, to customers and 3rd party suppliers.
• Prepare and maintain site weekly visits Rota, Yas onsite support Rota, Engineers out of hours (OOH) Rota and OOH pay sheet on monthly basis.
About APD:
APD is UK based company provides complete control room and contact centre solutions. APD’s products are used in Abu Dhabi Police Control rooms include (GHQ, Al Ain HQ, Capital Police Station, Khalifa City A Police Station, Tarif Police Station and MCV’s) Northern Emirates control rooms and Emirates Group - Dnata - Dubai International Airport.
Responsibilities:
•Build, Ghost and Install Workstation PC’s and Server.
•Install, configure and test software on Server and Workstation PC’s.
•Perform PC maintenance and installation of expansion cards.
•Fault finding and rectification of Workstation and Server faults, including issues with Windows, MS SQL Databases and Replication, Domain Issues and Time Sync.
•Test, diagnose and resolve Network faults, which may relate to the Switches, Routers or cabling on site.
•Analysis of data logs to assist in the rectification of system issues.
•Test, diagnose and resolve Analogue Radio and Tetra related issues, which requires knowledge of specific Tetra vender applications (i.e. Nokia - TCS).
•Test, diagnose and resolve Telephony related issues, which requires knowledge of various telephony systems, including Meridian.
•Test, diagnose and resolve issues with 3rd party interfaces.
•Participate in the provision of telephone advice and remote diagnostic help and support, on a 24/7 basis, to customers and 3rd party suppliers across the APD Support customer and product base.
•Install, Support and Administer Local Area Network including servers, routers and switches.
•Administer and Support SharePoint Intranet.
•Develop, Backup, Restore and Maintain Access Databases.
•Test and maintain personal computers, printers and related accessories.
•Provide technical support & guidance to users.
•Implement and maintain Avaya phone system.
•Develop Databases using SQL Server 2005.
•Build reports using Crystal Report V.10.
•Backup and Restore SQL Server Databases.
•Coordinate projects with clients.
•Manage project time schedules.
•Prepare monthly customer support reports.
•Train clients and deploy systems on client/server platform.
•Give presentations and demos on modules in the clients’ environments.
•Provide Outside Technical Support on ERP Systems (Government Resource Planning) at MoFA (Ministry of Foreign Affairs), MoICT (Ministry of Information and Communications Technology) and MoTA (Ministry of Tourism & Antiquities).
Data Entry Operator at Landmark Jordan Psc Ltd, Amman, Jordan, (Sep 2008 Three months).
Technical Support Engineer at Sama Telecom (ISP), Amman, Jordan, (Aug 2007 Three months).
B.SC degree in Computer Information Systems, University of Jordan - Amman, Jordan. Faculty of King Abdullah the second School for Information Technology (IT) - Feb 2008.
General Secondary Certificate, Al-Ittihad Secondary School Amman, Jordan. Scientific Stream – June 2003.
