Rafeel محمد

• Overall responsibility for Level 1 & 2 IT support across the group
• Prepare SOP’s for technical and processes followed by the organization
• Coach and mentor the 1st and 2nd level team members
• Ensure optimum accessibility of the Service Desk across MENA, Europe, Americas and Asia (24 x 7, 365)
• Build strong relationship with key business leaders and conduct regular meetings to understand the changing business requirements
• Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk - e.g. monitoring certain classes of event
• Ensure service levels are achieved in line with the agreed SLA and that users expectations are met or exceeded
• Prepare and review Monthly/Quarterly management reports and monitor the trends
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing, schedules, etc
• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
• Maintain IT service desk page on the Intranet with service availability and service catalogue
• Oversee development and communication of help sheets, user guides, FAQs and know issues for end users
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Prepare service announcements for outages and scheduled maintenance activities
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues
• Prepare appraisal based on KPI’s achieved by the analyst and engineers

• Manage a team of 6 Engineers
• Incident & Service request Management to meet the SLA
• Study trend of calls logged and take proactive measures to address repeated issues.
• Authorizing repeated incidents for problem management.
• Incident management through HP service Manager in line with ITIL framework
• Safeboot console management
• Coordinate with other support groups to meet SLA (Server team, Application team, ATM & Projects Team.
• Handle onsite escalations.
• Escalate recurring issue to senior IT management
• Review the quality of calls logged and close codes.
• Prepare necessary process and procedures to improve the service quality.
• Vendor Management.
• Implement appropriate controls and procedures to ensure accurate solution is provided to the business
• Software asset management
• Champion the information risk management.
• Champion the Joiner Mover Leaver process in coordination with HR

• Track, respond and close trouble calls placed through a centralized corporate help desk.
• Key function is developing and executing support related expectation of the Executive leadership of Emerging Markets Centre.
• Formulating a technical strategy for board meetings according to the agenda.
• BlackBerry Enterprise Server administration and device upgrades.
• IT Policy management in an infrastructure of 500+ BlackBerry users.
• Coordinate and troubleshoot problems with network and application administrators, desktop support, project management, and database administrators to ensure our server and IT infrastructure platforms meet customer requirements
• Audio/Video conferencing setup using Polycom and Lifesize units.
• Coordinating with Global Media Services in UK for Video Conferencing
• Developing bench strength on core remote support tools such as Landesk, SCCM.
• Administration of User accounts on Active Directory, pro active account lock out management.
• Out of hours 24/7 support
• Updating patches and group policies.
• Disaster recovery, backup and recovery systems(Veritas)
• Symantec End point protection in a managed environment.
• Monitor system logs and activity on all servers and devices

May 2006 - June 2007 Business Development Executive (IT Solutions) - Coastline International Trading, U.A.E

July 2004 - Dec 2005 Customer Service Representative (Microsoft) - Convergys India services, Bangalore- India

• Provided on-site support for all company related software and hardware located in companies internal offices and at clients sites.
• Configuration of DHCP and DNS in Windows 2003 networks
• Managing Active Directory for Multi-Site environments
• VPN configuration and setup for remote access
• Responsible for testing/system upgrades, LAN Migration/workstation rollouts and software/hardware installation.
• Created and maintained professional relationships with vendors