IT Executive
Aspire Katara Hospitality
Total years of experience :12 years, 9 Months
•Senior IT Supervisor / Assistant Manager at Aspire Katara Hospitality (Doha-Qatar) from 1st April 2015 till date, (Acting as IT Executive from June 2016 till now) using the following systems:
- OASYA 2009 (Payroll-HRMS).
- SUN 426 System (Financial Back Office).
- Vision Executive (financial).
- Micros 9700, 3700, Simphony, Simphony Cloud.
- 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 Service Desk Engineer at MEEZA, a Qatar Foundation venture from October 2014 till April 2015 :
- Ensure full availability of Service Desk telephone and email support during shift.
- Provide telephone and email support for clients and users.
- Pro-actively monitor support mailboxes and log in the system.
- Responsible for resolving or escalating customer reported Incidents.
- Support Work Place Services in providing desk side support to resolve users’ issues.
- Service Requests and log them in the service desk tool.
- High percentage of first contact Resolution of clients’ and users’ incidents and Service Requests.
- Ability to create work instructions to share acquired knowledge with peers.
- To work and be measured against strict service level agreements.
- Provide clients and users with clear, concise updates in relation to their Incidents and requests.
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 at (B-CONNECT electronic information system company, member of HOSSAM OMAR Group), responsible for:
- Provide helpdesk support and resolve Problems to the end user’s satisfaction.
- Utilize and maintain the helpdesk tracking software
- Document internal procedures.
- Install, test and configure new workstations, peripheral equipment and Software.
- Assign users and computers to proper groups in Active Directory.
- Perform timely workstation hardware and software upgrades as required.