Total Years of Experience: 17 Years, 10 Months
May 2016
To Present
Callcenter IT Support Specialist
at Kharafi Global Trading Co.
Location :
Kuwait - Al Kuwait
Duties and Responsibilities:
• 24/7 on call Support
• Managing and handling any technical concern regarding Nexus Software.
• Setup and configuring Avaya Software to all Callcenter Agent and Supervisors.
• Answering incoming calls and analyze the queries and problems from Callcenter Supervisors.
• Software setup and configuring through remote access using VPN connection.
• Performing daily, weekly and monthly Backup (Network and Local Server).
• Purchasing any IT related equipment to the suppliers.
• 24/7 on call Support
• Managing and handling any technical concern regarding Nexus Software.
• Setup and configuring Avaya Software to all Callcenter Agent and Supervisors.
• Answering incoming calls and analyze the queries and problems from Callcenter Supervisors.
• Software setup and configuring through remote access using VPN connection.
• Performing daily, weekly and monthly Backup (Network and Local Server).
• Purchasing any IT related equipment to the suppliers.
April 2014
To Present
IT Network Administrator
at ELM Wataniya General Trading and Contracting Co.
Location :
Kuwait - Al Kuwait
• Managing and maintaining Microsoft Windows Server Environment.
• Installing, maintaining and supporting computer communication networks within organization and
Branches.
• Setting up user accounts, permission and password.
• Planning, implementing and maintaining a windows server active directory infrastructure.
• Implementing and managing Microsoft Exchange Server.
• Installing, supporting and maintaining new hardware and software infrastructure.
• Performing Backups (Network / Local)
• Managing email, anti-spam and virus protection.
• Planning and implementing future IT developments and undertaking project work.
• Ensuring the most cost-effective and efficient use of servers.
• Installing, maintaining and supporting computer communication networks within organization and
Branches.
• Setting up user accounts, permission and password.
• Planning, implementing and maintaining a windows server active directory infrastructure.
• Implementing and managing Microsoft Exchange Server.
• Installing, supporting and maintaining new hardware and software infrastructure.
• Performing Backups (Network / Local)
• Managing email, anti-spam and virus protection.
• Planning and implementing future IT developments and undertaking project work.
• Ensuring the most cost-effective and efficient use of servers.
April 2012
To March 2014
IT Support Specialist (Team Leader)
at British Link Kuwait (BLK)
Location :
Kuwait - Al Kuwait
• Manages and Administering Mac Operating System and Windows (XP/Win7/Win8) workstations.
• Manages SAP for Biostar and TAMS (Time Attendance Management System).
• TCP/IP configuration and administration of IIS for Intranet.
• Adding, maintaining and removing objects within Active Directory.
• Supporting Microsoft Office 2007/2010.
• Configuring Mac and PCs for employees insuring access only to appropriate applications and screens.
• Working with clients and IT team to install and troubleshoot software remotely via VNC Server, Phone and Teamviewer for clients in some branches and main office in Iraq.
• Providing technical support and troubleshooting for company representatives and employees. Receive help requests via telephone and email; assess problems.
• Providing end-user technological support for computer (Mac and PC) and LAN/ WAN related issues.
• Documenting success in responding all inquiries and tickets in a timely manner.
• Assisting in discovery, research and resolution of technical issues both Mac and PC.
• Preparing daily workloads and co-ordinating the daily allocation of work.
• Purchase new equipment (e.g. laptop, desktop, printer) both Mac and PC which is suitable for new employee according to their work field.
• Manages SAP for Biostar and TAMS (Time Attendance Management System).
• TCP/IP configuration and administration of IIS for Intranet.
• Adding, maintaining and removing objects within Active Directory.
• Supporting Microsoft Office 2007/2010.
• Configuring Mac and PCs for employees insuring access only to appropriate applications and screens.
• Working with clients and IT team to install and troubleshoot software remotely via VNC Server, Phone and Teamviewer for clients in some branches and main office in Iraq.
• Providing technical support and troubleshooting for company representatives and employees. Receive help requests via telephone and email; assess problems.
• Providing end-user technological support for computer (Mac and PC) and LAN/ WAN related issues.
• Documenting success in responding all inquiries and tickets in a timely manner.
• Assisting in discovery, research and resolution of technical issues both Mac and PC.
• Preparing daily workloads and co-ordinating the daily allocation of work.
• Purchase new equipment (e.g. laptop, desktop, printer) both Mac and PC which is suitable for new employee according to their work field.
June 2007
To March 2012
Apple Technical Support Supervisor (DIGITS)
at Kamal Mustafa Sultan Co. (KMSCo)
Location :
Kuwait
• Hardware and Software Upgrades and Installations for Windows and MAC computers.
• Maintain and ensures that the Main Office and Showrooms hardware, computer accessories, software and application system are operational at all time. (Periodically conducts preventive maintenance routines, systems upgrade; troubleshoot and provide IT related problem fix whenever possible.
• Assess the needs of candidates and refer them to appropriate services available throughout the department.
• Monitors and controls inventory of hardware, software (installers, licenses and backups), databases, network and overall computerized system implementation.
• Customer support, Problem Solving and Software Upgrades.
• Direct responsible for supervision and training of level field.
• Servicing/troubleshooting for customer offsite e.g. network connections setup and configuration of software applications.
• Provides effective and consistent technical support.
• Researching for technical solutions.
• Manages staff of 5 technical support representatives in the showroom.
• Performs other duties that maybe assigned from time to time.
• Maintain and ensures that the Main Office and Showrooms hardware, computer accessories, software and application system are operational at all time. (Periodically conducts preventive maintenance routines, systems upgrade; troubleshoot and provide IT related problem fix whenever possible.
• Assess the needs of candidates and refer them to appropriate services available throughout the department.
• Monitors and controls inventory of hardware, software (installers, licenses and backups), databases, network and overall computerized system implementation.
• Customer support, Problem Solving and Software Upgrades.
• Direct responsible for supervision and training of level field.
• Servicing/troubleshooting for customer offsite e.g. network connections setup and configuration of software applications.
• Provides effective and consistent technical support.
• Researching for technical solutions.
• Manages staff of 5 technical support representatives in the showroom.
• Performs other duties that maybe assigned from time to time.
May 2006
To June 2007
Administrative Assistant
at Marafie Kuwaitia Commercial Co.
Location :
Kuwait - Al Kuwait
• Handles redirection of calls to appropriate person in a pool of eight employees.
• Responsible for scheduling meetings of all employees.
• Composed and distributed inter-departmental memorandums (emails, documentary, etc) ensuring timely delivery and receipt of vital information for maintaining confidentiality.
• Managed mail contribution for all the employees.
• Verifies accuracy of data, collated data from various systems and compiles in manageable spreadsheets.
• Responsible for scheduling meetings of all employees.
• Composed and distributed inter-departmental memorandums (emails, documentary, etc) ensuring timely delivery and receipt of vital information for maintaining confidentiality.
• Managed mail contribution for all the employees.
• Verifies accuracy of data, collated data from various systems and compiles in manageable spreadsheets.
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