IT Technical Manager
Linnas Enterprises
Total des années d'expérience :22 years, 6 Mois
• Provided day-to-day technical support to multiple branches, addressing hardware and software issues promptly.
• Monitored and maintained network infrastructure, ensuring reliable connectivity across locations.
• Oversaw installation, configuration, and maintenance of hardware and software systems.
• Enforced IT security policies, safeguarding sensitive data and ensuring compliance.
• Conducted staff training sessions to enhance IT skills and technology usage.
• Collaborated on IT projects, improving organizational efficiency.
• Maintained accurate records of hardware and software inventory.
• Managed vendor relationships for procurement, maintenance, and support.
• Implemented backup and disaster recovery solutions.
• Designed and managed Service Management for new services, incorporating SQL for data management and analysis.
• Provided technical training for support teams.
• Defined Service Management activities and acceptance criteria for project transition.
• Ensured operational readiness during deployment.
• Managed transition of new IT services into business as usual.
• Maintained positive relationships with stakeholders.
• Worked on SAP integration with GMES, involving SQL for database interactions to facilitate data synchronization and maintain data integrity.
• Designed and monitored performance of the enterprise network; local and wide area networks plus VoIP systems.
• Assigned to manage vendor and supplier relationships for the purpose of resolving problems, managing services and reviewing proposals in the most expedient ways possible.
• Actively administers and manages the network, workstation operating systems, security systems, safety backups and servers related to the systems of the resort.
• Designs and develops programs and applications to support operations
• Manages a variety of complex analytical and technical assignments including providing orientation and instruction on cyber-security training, systems maintenance, and implementation of troubleshooting procedures.
• Assists Human Resources in the recruitment, testing, evaluation and selection of talent for various projects.
• Provides mentoring and leadership to staff, conducts staff performance reviews and creates individual staff development plans as needed
• Applied ITIL methodologies to introduce service and support processes facilitating communication and improved follow-up regarding IT incidents and requests.
• Responsible for building a support team that provides 24/7 global support coverage.
• Developed and implemented daily, weekly, monthly and quarterly metrics to measure team performance. Created quality plan for continual improvement efforts
• Streamlined and refined internal processes to increase efficiency.
• Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organization
• Oversaw creation and implementation of Customer-Oriented Satisfaction program, which assessed and identified strengths and weaknesses of technical support policies and procedures.
• Tasked with working across a wide range of departments, sales staff, marketing department, and Level I, II, and III technical engineers to ensure partner satisfaction.
• Worked directly with senior management to create the department's objectives.
• Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations.
• Designed and Implemented Asset and Contract database that improved asset tracking and software license tracking and usage
• Improved team efficiencies and support processes, resulting in 45% improvement in key support metrics
• Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.
• Respond to, evaluate and prioritize incoming phone calls and E-Mail requests for technical assistance from users within company or company business partners (Franchises) Experiencing problems with hardware, software, networking, computer-related issues and other web-based company applications.
• Supervised all the network switching and routing.
• Serving as sole desktop troubleshooter providing technical support to Mobilink employees.
• Assembling of computer hardware and installation of desktop and notebook computers running On Windows, Linux and MAC operating systems.
• Coordinated installation of member server, LAN cables, mounting naming faceplates accordingly and installation of network printers, outlook & LYNC support.
• Asset management is another task to perform on quarterly basis to maintain all user asset record and put It in an asset management application
• Created and maintained the IT major incident and outage report.
• Provided pre- & post- technical support. Investigated and responded to technical inquiries related to the products.
• Maintained communications for Cisco Avaya, Lync and Outlook
• Provided support through our Web Service IT Ticketing service keeping a 99.8% SLA percentage
• Maintained inventory control for all owned IT equipment on behalf of the Helpdesk Department
• Diagnosed and troubleshot problems with PCs, software, communications devices, servers and network connections
• Trained users on new software and hardware functionality
• Configured and maintained all networking devices, workstations, server hardware, operating systems, and outbound/inbound calling systems.
• Provided technical support to all managers, supervisors, and QA officers involved in contact centre operations.
• Managed intricate predictive dialler system; ensured efficiency by periodically adjusting calling parameters to lower the rate of dropped calls while increasing the connectivity rate.
• Ensured the protection, security, and integrity of the company’s networks; managed user accounts, file accessibility, and backup recovery.
• Created interactive training resources including 0online tests, training modules, and behavioural leadership assessment tests.
• Conducted client-based market study to identify current needs and identify short and long-term software solutions for development.
• Contributed inputs to the Marketing Department for campaign strategy development.
• Analyse the company website and make it popular on social media platforms.
• Maintain the AdWords campaign.
• On page and Off page Optimization for the e-commerce website.
• Gained top positions in Google for all main keywords
• The traffic generated from social network has improved by 800%
• Manage the online store website and fix any bugs found.
• Managing a team of IT staff. Strengthening the IT infrastructure through to implementing new technologies.
• Responsible for hardware and software installation, maintenance and repair.
• Performing routine audits of systems and software.
• Manage the IT budgets and expenditure on hardware and software.
• Developing & maintaining the company IT systems, software and databases.
• Recommending and implementing improvements and efficiencies.
• Reporting to the Chief Executive. Having excellent time management, confidentiality & communication skills.
• Having strong IT, commercial, planning and budgeting skills. Management of server software and associated backup routines.
• Procurement of IT hardware, software and maintenance products & services.
• Writing documentation for ICT procedures, security and disaster recovery.
• Maintaining documentation of changes regarding users, functions & systems.