Global IT Service Desk Analyst - Senior
Schlumberger
Total years of experience :13 years, 8 Months
• Provide first/second level technical and administrative support for issues related to Laptops and associated
hardware/software, IP Telephony, Connectivity, Servers.
• Remotely, Support the SLB users (employees, contactors and VIP employees) and analyzes the technical
issue happen on their: machines: desktop - laptop - Mobile- printers - and access to server.
• Provides first line investigation and diagnosis the incidents, give access to shared folders and Printers
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
• Analyst the technical issue before that get it global effect
• Protect the SLB machine from any potential cyber-attacks, as we are working as first line of protection in
the company and give quick action and coordinate with next level
• Working on Mobile Device Management tools to resolved the user’s Mobile device issue.
• Creating Desktop Images and Managing SCCM Clients
• Provide the feedbacks helping for Developing and updating the different SLB software
• Train for new IT Joiners and Train for non IT employees (as part of our objectives).
• IPT Champion: Duties and Responsibilities:
Maintain and support Cisco’s IP Telephony request and all related Cisco IP telephony infrastructure Administer and troubleshoot Unified Call Manager issue related.
Etisalat, “Technical Support / Tier2: Internet Section”. UAE
Sep 2009 till date
DESIGNATION: Senior Customer Support Representative - Back Office - Technical Support (Awarded for being the top performer)
• Part of team for Preparing and Testing the new service (IPTV 2.0 version trough GPON access network) before launching the service (technical side), and support the customers (selected customers, for this period) from Test period till lunching the service: with follow-up the different issues and analysis the different status on the different steps (within different servers) with customers experience team (Etisalat) and Huawei team to reach to the best service and best performance and customer satisfaction.
• Trainer of IPTV 2.0 Service: given to the Internet Section agents. (with and without RGW)
• Generate and reporting the collected data after launching the IPTV 2.0 service, and escalated to management and Huawei team., and estimate with them.
• Troubleshooting & Closing the IPTV cases within specified time period defined in SLA, cases which we have the access servers where we have the servers access. (with and without RGW: residential gateway )
• Escalating the cases to the next level accordingly.
• Handling proxy related block/unblock cases, with follow-up.
• Handling and Follow-up the Billing Issue
Other Responsibilities:
• Handling ICC Fax / ICC Chat
• Replying to emails received at and .
• Identify & Confirm Outages - Confirming suspected problem with concerned and updating Message Board.
• Interface with various departments internal and external to the CCC to resolve customer
Problems in a timely manner.
Installations, maintenance, troubleshooting and upgrading of computer hardware, software, personal computer networks, peripheral equipment and electronic mail systems.
Installations, maintenance, troubleshooting and upgrading of computer hardware, software, personal computer networks, peripheral equipment and electronic mail systems.
Information System