Osama Emad

work as IT Executive at Aspire Katara
Hospitality (Doha-Qatar), using the following systems :

• OASYA 2009 (Payroll-HRMS),
• SUN 426 System (Financial Back Office),
• Vision Executive (financial),
• Micros 9700,
• Materials Control (Inventory),
• cisco IP Phones 7965
• SQL Server 2008 R2 DBA
• Windows 2008 Server Management (MS Exchange 2010 - Active Directory - Domain
Controller, IAS, IIS)

IT Infrastructure Engineer at MEEZA, a Qatar Foundation venture from October 2014 till April 2015

1. Ensure full availability of Service Desk telephone and email support during shift.
2. Provide telephone and email support for clients and users.
3. Pro-actively monitor support mailboxes and log in the system.
4. Be responsible for resolving or
escalating customer reported Incidents and
5. Support Work Place Services in providing
desk side support to resolve users’ issues
6. Service Requests and log them in the service desk tool.
7. Support Work Place Services in providing desk side support to resolve
users’ issues
8. High percentage of first contact
resolution of clients’ and users’
Incidents and Service Requests.
9. Ability to create work instructions to share acquired knowledge with peers.
10. To work and be measured against strict
Service Level Agreements
11. Provide clients and users with clear, concise updates in relation to their Incidents and requests.

•ADSL Technical support at XCEED contact centre (TEData Account) from August
2012 till October 2014 :
1. Handle customer’s inquiries depending on
network tools and info.
2. Solving technical problems and Troubleshooting the best way and solving customer’s problems via Troubleshooting techniques and process.
3. Follow escalation process and achieving work target via KPIs related to the process (performance meter)

-IT Help desk and Technical Support for a desktop application, responsible for:
1. Provide helpdesk support and resolve
problems to the end user’s satisfaction.
2. Utilize and maintain the helpdesk tracking software.
3. Document internal procedures.
4. Install, test and configure new workstations, peripheral equipment and
software.
5. Assign users and computers to proper groups in Active Directory.
6. Perform timely workstation hardware and software upgrades as required