IT Admin
Higher Colleges Of Technology
مجموع سنوات الخبرة :12 years, 4 أشهر
•Manages the on-site Tier I & II Help/Service Desk Operations for Head Quarter.
•On boarding and training new staff. Provide monthly, quarterly, and yearly performance metrics and helping in setting up the Objectives and KPIs.
•Lead and coach Technical Support Specialists on technology and customer services skills.
•Provide inputs regarding Technology recommendations, performance management and training.
•Monitor ITSM tools (IVANTI, ServiceNow) to ensure resolution of all incidents and / or appropriate escalations to firm wide technology resources in a timely manner. Reviews and enforces SLA.
•Ensure quality of technical resolutions and client service during resolution. Maintained 99% satisfaction rating from end users providing fast resolution as per SLA
•Performs as a senior level technical specialist and task leader.
•Project management and Business development activities- Planning, Defining Scope, Activity Planning, Resource Planning, developing Project schedules through Gantt Charts and other Project Software (MS Project and Wrike), Cost estimation, Budget Analysis, Documentation. Monitoring and Progress reporting, Quality controlling and Risk analysis.
•Support end user with SharePoint, MS365, providing them appropriate access to the specific site.
•Manage multiple IT-related projects in16 campuses including HQ, as directed by management.
•Resolve 20+ incident tickets per day through efficient and proactive IT support Team. Provided online support for users to facilitate effective operation of IT resource.
•Ensure an accurate inventory of technology equipment is maintained within Asset Management System
•Installed more than 50+ workstations with OS & required applications achieved Zero Downtime during changeover.
•Collaborate with Senior Executive management in developing new initiatives together with service development and Delivery.
•Infrastructure upgrade projects: System upgrades, System development projects including Budgeting and Expense CAPEX & OPEX.
•Plan and manage the design and implementation of the Service Desk. Partly seconded to HCT President & CEO Office.
•Manages the Service Desk operations, reviews and enforces service level agreements. Performs as a senior level technical specialist and task leader.
•Monitor IT operations and Service Delivery, Manage AMC and SLA with different Clients.
•Assist in Client Contracts for provisioning of IT Services, allocation of IT Resources.
•Propose and Maintain Annual IT budgets.
•Following Procurement policy to facilitate IT procurement through Business Case and providing Technical evaluation.
•Provide daily, weekly and monthly status reports to Executive management
•Managing the IT infrastructure to provide a high level of availability to reduce support cost to provide high quality and proactive efficient services.
•Site and Domain Administrator, Managing CERT Data center. Experience with MS server 2008 R2, 2012)
•Experience developing website on Word press. Maintenance & Configuration of SQL database for ERP solutions, MySQL server for Moodle Learning Management System
•Project management and Business development activities.
•Provides guidance, knowledge transfer, and mentoring to junior Support Specialists
•Maintain and Configure MS SCCM server, do software upgrades, patch management and assets management. MS SCOM server for operation management notification to monitor the performance for high availability.
•Maintain and configure Wireless controllers, Radius Servers, Wireless Access points, Firewall.
•Maintain and Configure File Server, Print Management server
•Creating USER accounts, providing appropriate permissions through Active Directory, applying group policy.
•Support, configure domain related, AV related, Exchange related, software & hardware related issues.
•Monitor Firewalls, DNS, DHCP, WSUS, File & Print, SCCM, SCOM, MS exchange).
•Policy Management for Backup (Retention period policy etc.)
•MDM solution implementation Airwatch solution and MS. Intune