محمد عمر

 Support and maintenance of Salesforce applications.
 Manage salesforce cloud and CRM Implementation (Salesforce) for AXS system in TECOM and act as a primary escalation point to business users and Back office Team.
 Configure Salesforce to meet business requirement.
 Eliciting requirements from business users
 Log, track and where possible resolve administer related SFDC system problems.
 Perform all job responsibilities with the highest degree of professionalism, dedication, and a strong focus on customer service.
 Knowledge of functional solution design
 Translating business requirements into functional / technical specifications.
 Conducting root cause analysis.
 Keep abreast of new SFDC features and functionality and provide recommendations for process improvements.
 Identify problems with business process, data quality, user skills and adoption
 Daily administration and support of Salesforce database including but not limited to managing multiple user setups, profiles and roles, customization of objects, fields, record types, page layouts and validations.
 Manage all system user tasks including new user setups, user security, user termination and ongoing user support;
 Acted as first point of contact for customer training, data conversion, setup/configuration, and problem solving
 Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle
 Periodically review release notes to explore new salesforce out of the box functionalities, Install App Exchange apps for additional features
 Develop processes to maintain data, develop dashboards, reporting and campaigns to measure performance.
 Collaborate with other developers and designers
 Assist developers with the development of technical documentation of existing and future applications.

 Administrating active directory: Creating User account and password, manage file access permissions.
 Implementing and maintain group policies.
 Data backup and restore using EMC networker.
 Provision and maintain server infrastructure services such as Active Directory (AD), DHCP, DNS, authentication, and network services.
 Virtual machines provision using VMware.
 Creating, managing, and authenticating users of office 365.
 Manage student’s banner accounts.
 Setup shared folders to the end users, and scan folders as well.
 Monitor helpdesk team service level performance and ensure the SLAs are achieved.
 Organize working hours schedule for helpdesk team.
 Assists student and faculty/staff users regarding the use of supported software applications and hardware.
 Provide IT orientation to new hires.
 Assist departmental staff regarding office computer use/problems.
 Coordinate and/or perform software installations, diagnostics, and repairs.
 Project manager for Polycom video conferencing solutions between campuses.
 Project manager for computer labs re-infrastructure.
 Monitor and respond to requests received through the Mange Engine help desk tool, and make sure SLAs are achieved.
 Assign tickets to helpdesk engineers.
 Developing reports and analyzing performance as recorded in a Service Desk Ticket tracking system.
 Provides direct supervision to the IT Help Desk agents
 Ensure that Helpdesk Team are given clear guidance to enable them to accurately log calls and determine the priority of a call.

 Provision and maintain server infrastructure services such as Active Directory (AD), DHCP, DNS, authentication, and network services such as file and print.
 Installing and configure active directory, GPO’s.
 Data backup and restore using Symantec 2012 EXEC.
 Virtual machines administration using Oracle Virtual Machine (OVM).
 Installing customers’ hardware and software and providing Desk side support
 Troubleshooting system and network problems, printers and diagnosing and solving hardware/software faults.
 Support via remote support tools as required.
 Implement and support Windows 7, and Windows 8 desktop environment and Windows 2012 servers.

 Computer & Communications Systems - LetMeRepair Holdings (CCS-LMR) - Saudi Arabia
(3 years & 8 Months)

 System Engineer at Computer and Communications Systems:
From July 2013- October 2013.

 Configuring and maintain Active Directory and Group policies.
 Troubleshooting system and network problems, printers and diagnosing and solving hardware/software faults.
 Providing support for users.
 Troubleshooting errors of Microsoft servers.
 Manages and maintains Microsoft Windows applications and systems including Windows XP, Windows7, Windows 8, Windows Server 2003, Windows Server 2008 and Microsoft Exchange 2010.
 Installing and configuring computer hardware operating systems and applications.

 Senior IT Support Engineer at Eli Lilly: From Oct 2010 - July 2013.
 Handling and managing IT related equipment’s like laptops, desktops, IP phones, printers.
 Monitor and respond quickly and effectively to requests received through the IT helpdesk and make sure SLAs are achieved.
 Manage PC setup and deployment for new employees using standard hardware, images and software.
 Implement and support Windows XP and Windows 7 desktop environment, Windows 2003 servers, Video Teleconferencing, LAN-WAN infrastructure, telephony and Blackberry technologies
 Provide guidance & support to the users in their efforts to become proficient in the use of the applications.
 Execute asset management processes as they relate to computing inventory records and IT assets lifecycle.
 Data backup and recovery of user data.
 Install, test and configure new workstations, peripheral equipment and software.
 Provide IT training to staff where required.
 Investigate user problems and needs and determine possible solutions.
 Provide all levels of technical and user support, maintenance, and resolution of software applications issues.
 Support via remote support tools as required.
 Help other engineers in MENA\TEMA-CIS region.
 Good understanding of end-to-end processes and working within service level agreements.
 Assisting with other Group in delivering projects.
 Desktop and Phone Support to Local Regional Offices.
 Conference room support including when needed maintaining connections to equipment.
 Maintain inventory of all equipment, software and software licenses.
 Assists in the Outlook Migration Project for MENA\TMEA-CIS.
 Assists in Windows 7 Migration Project for MENA\TMEA-CIS.


 IT Support Engineer: From Feb 2010 - Oct 2010.

 Responsible for Installation, configuration and troubleshooting of HP peripherals.
 Assembling, Installation & troubleshooting of MFP’s (Designjet and Laserjet), PC’s and laptops.
 Responsible for collecting and analyzing of customer feed backs to improve the customer service and support.
 Priority towards the issues that needed escalations and to take adequate steps to solve them.

 Eli Lilly HP Site Support Engineer ( Dispatch )

Project Description: This project provides global desk side support services to the Lilly users community using Dispatch site model and includes the following services:
• Hardware Break fix
• Software support: Such as Deploy Images for laptops and PCs, software troubleshooting, joining domain, manage users in the active directory.
• Refresh
• Other Services
Products supported under this agreement include:
 Desktop PCs/ Notebook PCs/ Tablet PCs/ Networked Printers / Black Berry Devices
 Serbal Trading Center Project: Installation and implementation Blade 460c G7 enclosure and MSA P2000 G3 Storage.

Installation and implementation Blade 460c G7 enclosure and MSA P2000 G3 Storage.

Design and Implementation of a Low Power Automatic Gain Control Circuit, A control circuit that automatically changes the gain of a receiver or other piece of equipment so that the desired output signal remains essentially constant despite variations in input signal strength.

tape drives maintenance, and troubleshooting network printers