I.T Service Desk Manager
Balsharaf Group
Total years of experience :18 years, 11 Months
Company Profile: Multi National group with manufacturing & trading operations in the Middle-East and
Turkey. Group is diversified into FMCG, Retail, Logistics, Manufacturing and Trading Industries.
Job Profile: based at the Head office level, reporting to GM and CIO. In addition to my previous role & responsibilities, the I.T Service Desk manager manage the technical teams to ensure the 400+ users in the groups are getting on time support and services within SLA policy and procedures. We maintain our I.T infrastructure successfully for smooth business. We focus to enhance our day-to-day I.T. activities and troubleshoot the technical issues to ensure our user satisfaction through our I.T Help Desk. The key activities are;
• I.T. Audit and Securities
• Policy and Procedures
• I.T. Budgets
• Cost and Control Analysis
• SAP-MM Support
• Assets Management
• Help Desk Management which includes, SLA, Subjective and Objective KPI’s and its measures.
Company Profile: Multi National group with manufacturing & trading operations in the Middle-East and
Turkey. Group is diversified into FMCG, Retail, Logistics, Manufacturing and Trading Industries.
Job Profile: based at the Head office level, reporting to GM and CIO, responsible for the implementation of IT solutions and management of IT infrastructure and human resources for the group. The following I.T infrastructure projects has implemented with the role of project manager;
• Wireless LAN, Fiber Optics & WAN Connectivity
• Data Center Setup (Servers, Routers, Switches, Cabling and Cabinet)
• CCTV, T&A System, SAP HRM and Access Control System
• Hand-Held Computers, Business Solutions: Al-Waseet.
• Develop and Implement IT Procedure and Policy, Email Setup and Enterprise Internet
• Security - Enterprise Anti-Virus, Data Backups and Recovery Management
• IT Budgets and Vendors Management
• Procurement of I.T Assets (i.e, Laptops, Desktops, Printers, Scanners etc., ) and Consumables.
Key Achievements:
Greatly acknowledged for “on time on cost” delivery of IT Projects, software Implementations, customizations and training programs for company’s Middle East operations.
Managed the technical team for 400+ users support environment in different company locations.
Database Management, performance tuning, security schematics, contingency planning & backup procedures.
Designed and implemented countrywide cost effective connectivity, email and networking solutions.
Managed IT hardware and software procurement for the group, developed and controlled group level budgets.
Company Profile: Company is diversified into Event Organization, Yellow Pages, BPO, Web Page and
Application development.
Job Profile: Reporting to IT and Operations Manager, the responsible is not limited.
• To maintain system performance and react to known issues as well as perform preventative maintenance.
• To implement and manage the IT infrastructure to ensure the stable operation of the organization.
• Consult with IT staff to gather information about client needs, objectives, functions, and features.
• Develop and maintain reporting mechanisms and tools for both technical & end user data retrieval.
• Analyze, troubleshoot & resolve the issues related to project tuning, versions, capacity and space management.
Company Profile: Multi National group with manufacturing & trading operations in Far East, Indian sub-
continent and Middle East. Group is diversified into FMCG, Retail, Manufacturing, Trading, Real Estate, and
Pharmaceuticals industries.
Job Profile: based at the corporate office level, reporting to CEO and IT Project Manager
• Supervision & Technical assistance to the users
• ORION ERP Implementation with IT Project Manager and Maintenance.
• Database Maintenance, Administration and backup procedures.
• Implementation & post implementation maintenance.
• Designing & conducting user training programs.
• Developing various MIS reports with different analytical methods
• Implement IT Repository System to keep a record of complete IT activities.
Company Profile: Software development, Networking and Automation Solutions.
Job Profile: Develop an application in VB 6.0 with the back-end of Ms-Access and SQL Server 2000. Creating web-based projects in PHP and MySQL.
- Installing and administrating of windows 98, XP, 2000 & 2003, Active Directory Services, domain controllers, user rights and permissions.
- File and print Sharing among computers, Sharing, securing and accessing files and folders, Backup and maintenance of the company database and guidance to users of this concern.
- Monitoring the systems and networks regularly and deploying anti-virus Software, complete assembling, maintaining and trouble shooting of all hardware and peripherals related to computers.
M.B.A one year course