Information Communication Technology Operations and Systems Manager
Intuitive Education Consultants
Total years of experience :32 years, 9 Months
Head and train cross-functional team of five IT support technicians and two data/system managers with latest techniques. Oversee the Engage school management and accounting systems and the FROG virtual learning environment, while serving as primary support point of contact. Administer maintenance of all systems used by school as well as analyse staff performance to provide regular appraisals. Deliver 1st line desktop support to senior management, which include installation, troubleshooting, and maintenance of various applications, operating systems, and Epson interactive projectors/peripherals. Idealise, formulate, and provide cost effective solutions to meet IT requirements and SLA’s.
• Achieved consistently customer satisfaction rating of more than 90% by ensuring 99% network uptime and 100% availability of internet and server.
• Delivered comprehensive training to ICT team members to ensure targets are met with high quality.
• Designed and implemented latest technologies and new processes to optimise functionality of technology.
• Played key role in delivering budget, planning and installing all ICT systems, and updating policies for another branch of school in Bahrain.
Spearheaded all facets of setting up ICT systems at school and applied proven strategies to develop solid IT infrastructure foundation. Obtained student data from SQL and updated/shared in excel sheet for registration and accounts department by creating custom queries. Maintained server hardware and software, managed patch, improved disaster recovery solutions/process, and made backups to fulfil all requirements of 1st line server support. Managed and delivered network support and security, including router and switch security, cable management and patching, and general network troubleshooting. Updated IT infrastructure documents on regular basis and designed/implemented change control system for all major IT related updates. Upgraded Fedena School Management System to Engage System Management System to enhance operational efficiency.
• Improved IT infrastructure by designing and implementing school’s IT policies and guidelines.
• Saved huge costs by allowing/executing open source alternatives to meet curriculum requirements.
• Implemented Google Apps and migrated all systems to Office 365 without any disruption to maintain all data.
Directed all aspects of huge IT and telecommunication projects from inception to completion and delivered within time and assigned budget. Determined and implemented SLA’s among IT team members to meet the assigned targets. Introduced automated ticketing system for staff members to easily identify and update log of faults, and track status of complaints. Developed and maintained documents of existing IT infrastructure and updated as per requirement. Conceptualised, devised, and oversaw transformation of school to Google Apps for effective education of students as well as initiated change control system to note all major IT related upgrades.
• Designed and provided effective cost management solutions to meet current/future IT needs.
• Built and introduced single network instead of multiple stand-alone servers for staff members to utilise resources across campus.
• Achieved customer satisfaction rating of more than 90% by instantly resolving critical issues and ensuring 99% network uptime.
Manage entire I.T. infrastructure, including:
• Desktop support
• Server support, backups and maintenance
• Network support and security
• Planning and implementation of various software, hardware and services
• Testing and procurement of hardware and software
• Procurement, setting up and maintaining internet services and access
Deployed to National Westminster Bank PLC:
• Provided first line desktop and server support
• Migration of all desktops to new operating systems
• Automating their login procedure
• Networking new and existing desktops and notebooks
• Ensured uptime of MS SMS services on 32 sites, with 5000 workstations attached
• Created and modified packages for distribution through SMS
• Provided 1st line NT server support/administration on 40 servers and 3rd line support for SNA and Exchange servers
• Supported over 500 workstations, including hardware, software and printer support
• Repaired workstations to component level
• Provided Novell and NT server support, administration and maintenance
• Build, support and maintain PCs for clients
• Consult and provide software and hardware support
• Build, support and maintain PCs for clients
• Consult and provide software and hardware support
• Build, support and maintain PCs for clients
• Consult and provide software and hardware support
• Provide clients with any bank related queries