Application Support Officer
Dubai Health Authority
مجموع سنوات الخبرة :28 years, 1 أشهر
1. Team leader for the implementation of ISO/IEC20000-1:2011 Certification for IT
2. Department.
3. Involved in the implementation of LANDesk Service Desk application, including Incident,
4. Request, Configuration, Change, Release, Service Level Management modules.
5. Responsible for providing 1st and 2nd level technical support for the assigned application or suite of applications.
6. Performing initial analysis of the end-users application requests.
7. Participation in solutions/products technical evaluation.
8. Developing technical and functional knowledge of the application.
9. Actively participating in applications implementation process including applications
10. installation, configuration and testing.
11. Participating in the testing and certification for features’ compliance.
12. Performing quality check on basic data set-up to identify any technical problems.
13. Coordinating and assisting the setting of IT facilities and end-user client environment.
14. Preparing training material and end-user operating guides.
15. Producing and developing reports requested by users or management.
16. Evaluating user requests for changes and recommends additional desired functions and
17. reports
1) Manage Problems:
• Classify and troubleshoot IT problems issuing both internal and external resources.
2) Release Management:
• Deploy and manage software on client machines
• Deploy and manage client hardware
3) Configuration Management:
• Procure IT Equipment and Consumables (Client Only)
• Identify and Audit IT Assets
• Dispose of Retired IT Equipment
• Manage Borrowing of IT Equipment
4) Manage Service Knowledge:
• Update a knowledge base consisting of user manuals, FAQs, guidelines and answers to common questions.
1) Responsible for providing 0, 1 & 2 level IT technical support for all transition as well as
2) permanent DHA staff.
3) Creating Email IDs & administrating the same.
4) Involved in documenting the processes required for each of the IT service provided.
5) Coordinating with the Vendors for purchase as well the support to be carried out.
6) Training users on the new applications rolled out with the deployment of new PCs.
1. Receiving incident reports from customers via telephone or email
2. Performing incident classification, prioritization, correlation with other reported incidents and matching against known errors
3. Recording all required incident details on the incident information system (BMC Service Desk)
4. Linking the incident record to the customer ID and configurations
5. First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
6. If the incident requires escalation to level 2 support, creating a work order on BMC Service Desk and assigning it to the appropriate level 2 technician / engineer / Support Group.
7. Tracking the incident until closure and keep the customer up to date with the incident status
8. Functional escalation in case the incident resolution times exceed the agreed service levels
9. Selective quality checks on closed incidents.
10. Receiving service requests forms (electronic forms) that have passed the business assessment and approval procedures
11. Recording service requests details on the service request management system Linking the service request record to the customer ID and configurations
12. Forwarding the service request to the proper IT technician / engineer / Support Group, in accordance with the service request procedures
13. Tracking the service request until closure and keep the customer up to date with the status Notifying customers about major network outages.
Responsibilities involved in the previous Incident Management System:
1. Administration of Incident management Front-End Application (Magic Service Desk) and database and insures availability of application resources to all users at acceptable performance levels.
2. Maintaining proper database security levels and application access security and authorization privileges.
3. Producing all necessary reports and statistics to the management and concerned sections within IT department.
4. Performing application/database updates and coordinating with vendor for implementing updated versions of the software.
Job Responsibilities as an Asst. Desktop Support Technician :
1. Preparation of new PCs for deployment, including the unpacking, installation of the operating system, installation of applications and clients as per the user requirements, settings of operating system, user profiles, & PC BIOS parameters as per DOHMS policies. On site installation of new PCs and locally attached peripherals such as parallel printers, image scanners & barcode scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets.
2. Installation of additional applications as per users requirements such as HIS, LIS, RMS, GRP clients, Acrobat reader, Adobe Photoshop etc.
3. Preparation and on site installation of Networked printers that will serve for HIS, LIS, RMS, & GRP users.
4. Preparation and on site installation of Serial Printers for LIS users.
5. Installation of Terminal servers for LIS printers.
6. Inspecting and troubleshooting to some level the Time attendance readers distributed across all sites.
7. Upgrade of PC hardware as required such as increase of memory or hard disk size.
8. Upgrade of operating systems and applications such as Windows 2000 to Windows XP and Office 2000 to Office 2003 & like wise
9. Troubleshooting of hardware and software for PCs & Peripherals.
10. Recovery (If possible) of lost user's data caused by hardware or software failures and user errors.
11. Route faulty equipment to the correct repair facility or vendor.
12. Relocation of PCs & Peripherals as required by users.
13. Configuring user data backup mechanisms as required by users.
14. Instructing computer users on use of computer equipment as necessary.
15. Configuration and fine-tuning of existing applications on PCs such as internet explorer and office applications settings.
16. Integrating DOHMS mission and vision into daily tasks through dedication to customer satisfaction, quality improvement and collaborative working relationships.
Job Responsibilities as an part time IT Trainer:
1. Responsible for planning and managing all computers related training courses (internal/external) to end users.
2. Maintaining proper database of conducted training sessions of attended users.
3. Prepare adequate user training manuals and handouts for training sessions conducted internally.
Train on various software packages like MS-Office (Word, Excel, PowerPoint, and Access), Examine, Assess and Report to the higher authorities. Being the First MOUS - Master (Microsoft Office User Specialist) in the Middle East, I prepare the students for the same. Analyzing & designing quotation on the courses, depending on the number of hours for different programs.
I use to undertake Corporate training, Full Technical management of computer Lab. Development of tailor made requirements for companies and students. Scheduling Courses and Train on various software packages like MS-Office (Word, Excel, PowerPoint, and Access), Customizing & Designing various Projects as per client requirements, provide support and assistance for the same. Provide Consultancy on Information Technology. Handle the Microsoft Certified Professional training for Windows NT 4.0 Workstation, Server, and Server in the Enterprise as per the Microsoft’s MCSE track.
Training in different Software’s & Windows based packages. Managing, Coordinating and Handling all sorts of training requirements from naive users to corporate clients. Responsible for all center activities. Reporting to the Principal / Management of the Institute. Handling Front office. Marketing Customized Graphics Programs Organizing Multimedia courses and MS-Office packages especially for School children.
Second Class
Diploma in Computer Application & FoxPro Programming