Regional Assistant IT Manager
AccorHotels Middle East and Africa
Total years of experience :12 years, 9 Months
- Proactive managing of MyIT Helpdesk Team of 25 members with a sub-team reporting to me supporting 250 hotels in IMEA region
- Semester invoicing of our suppliers and hotels for various services consumed
- Rollout of workstations and servers for hotel pre-opening
- Regional Office IT Support for all staff members
- Enforcing of PCI DSS standards and regulations for hotels in Middle East
- Creation of AD accounts, O365 mailboxes for all hotel and head office users
- Creation of VPN accounts for users
- Troubleshooting of issues and liaising and escalation with helpdesk and global teams in Paris,
• Management and coordination with the external Accor Regional IT helpdesk - BIOS Middle East. Providing 2nd level support to the helpdesk and advice on issues escalated from hotels, monitoring of solutions implemented and follow-ups of weekly reports sent to the hotels.
• Provision of IT support for 2 Accor Regional head offices in Dubai and KSA including network maintenance, monitoring of backups, printer and scanner configurations, monitoring of servers, firewall configurations, installation of workstations, etc.
• Roll-out of new hotel projects with provision of user accounts, email addresses, installation of the front office server, back office servers, micros servers and backup pc configurations, etc.
• Escalation and follow-ups of major issues with HQ in Paris (3rd level of support)
• Coordination and follow-ups with vendors on purchase and delivery of hardware and software for head office and hotels.
• Preparation of technical documentation and standard procedures for the hotels, IT helpdesk and head office
• Basic internal IT audits for hotels and head offices through remote access and audit checklists
• Rollout of Office 365 and MS Office 2013 for head office and hotels
• Development & management of the Middle East Intranet using Microsoft Sharepoint 2010, conducted intranet training of 9 departments and managing the Intranet for IT department
• Assistance in setting up of an IT helpdesk for hotels through preparation of RFP, collecting & organizing the hotel network information, IT hardware & software inventory of all hotels & head offices.
• Creation & processing of requests for email addresses, internet access, vpn keys, blackberries, alias addresses, user account and workstation activation, etc for hotel users and head office users
• Workstation & backup pc installations for head office and hotel users
• Providing day-to-day support & troubleshooting for head office and remote support to hotel users around ME region with issues related to application & user backups, software support and follow-up, Outlook, software installations of HRB, SUN, Vision, for server & client, XEROX MFC printers, etc
• Coordinating installations of software and hardware configurations & trainings between suppliers and hotels
• Generating and compiling IT Inventory Reports, Applications and Supplier Reports, etc for head offices and hotels
• Escalation of important issues from hotels and head offices to Paris HQ and follow-up till solution is obtained
• Escalation of software issues with corresponding supplier till issue is solved
• Analysis of ICT Audit Reports for Dubai head office and few hotels
• Development of Regional ICT Standard Operating Procedures and IT Handbook for the Hotel IT Departments in response to requirements based on the audit reports
• Creation of documents for procedures & solutions required for day-to-day issues in hotels and head office
• Development & Preparation of Forms and Templates for Hotel ITs to follow
• Preparation and compilation of Software License Reports, IT BOQs, Annual Retro Plans for Hotels
• Installation of user workstations for head office as well as hotels
• Analysis and comparison of Hotel IT Monthly Reports and periodic User Software Inventory Monitoring
• Compilation of Head Quarter IT Asset Management and Inventory Reports
• Day-to-day ICT Support in User Mail Archiving/Retrieval, Scanner/Copier/Printer Troubleshooting, Voice Mailboxes, Outlook mailboxes, software troubleshooting, etc
• Daily IT Application Backup and User Backup Monitoring
2 year MBA in IT with a final dissertation on Green IT Management Strategies in Organizations and development of a Green IT Strategy proposal for the university.
4-year Engineering Degree in Computer Science with offers from companies like HCL,CSC and Ernst & Young.