IT Solutions Supervisor
Waad Education
Total years of experience :23 years, 4 Months
Provide application services enable innovation and leverage IT applications trends that can create business value consistent with the firm’s requirements and expectations.
-Provide delivery of application service operations and KPI compliance. Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT application operation.
- Lead the implementation of all IT application security policies ensuring compliance
- Plan, design and install new applications enhancements with business users.
- Develop IT team members for application solutions roles
- Lead Apple Education deployment across multiple areas from technology inception, evaluation and execution and user satisfaction.
- Provide strategic leadership and operational management for application services, to delivered to agreed standards and will be accountable for the following services:
• Applications policies and procedures and execution
• Getting best out of business application
• Using new techniques for business applications
• Lead projects and other initiatives to provide technical and business advice to business associates.
• Prepare project plans, identify, and resolve issues and communicate project status.
• Plan, estimate, negotiate and manage costs and risks.
• Analyze new and existing technologies and recommend changes in VLE (Virtual Learning Environment) as per organization strategy.
• Perform quantitative and qualitative analysis to derive functional requirements based on standard procedures.
• Coordinate with technical teams and business users to define business values and technical solutions that would improve the business.
• Aid in process improvement activities and in development of procedures and policies.
•Aid management in maintaining vendor relationships.
•Ensure timely delivery of services, adhere to quality, and meet high levels of customer satisfaction.
•Provide systems support for any changes made to existing business environment.
•Coordinate with partners to develop data models to generate regular and ad-hoc reports and analytical solutions.
•Prepare testing, training and security plans and provide training to Academic team and the IT staff.
•Coordinate with IT team to suggest proper procedures and get approval of management for the same.
Key Projects:
- School Management System (SMS)- EdEazy, SIMS
- Mobile Device Management System-Airwatch, Jamf
- Learning Management System (LMS) - Canvas
- Virtual Learning Environment
- MAC Labs
- Smart Classrooms
Key Responsibilities:
• Lead projects and other initiatives to provide technical and business advice to business associates.
• Prepare project plans, identify and resolve issues and communicate project status.
• Plan, estimate, negotiate and manage costs and risks.
• Analyze new and existing technologies and recommend changes in VLE (Virtual Learning Environment) as per organization strategy.
• Perform quantitative and qualitative analysis to derive functional requirements based on standard procedures.
• Coordinate with technical teams and business users to define business values and technical solutions that would improve the business.
• Provide assistance in process improvement activities and in development of procedures and policies.
• Provide assistance to management in maintaining vendor relationships.
• Ensure timely delivery of services, adhere to quality and meet high levels of customer satisfaction.
• Provide systems support for any changes made to existing business environment.
• Coordinate with partners to develop data models in order to generate regular and ad-hoc reports and analytical solutions.
• Prepare testing, training and security plans and provide training to Academic team and the IT staff.
• Coordinate with IT team to suggest proper procedures and get approval of management for the same.
Key Responsibilities:
- Spearheading overall activities of the Service Center Team, thus conducting all aspects of training and performance reviews periodically to maintain a skilled and motivated workforce.
- Imparting training to customers regarding Apple Apps and products, thereby managing and monitoring organization’s service desk as per best practices, whilst ensuring high levels of customer service quality.
- Evaluating latest/most innovative technologies to help organization achieve established goals in an efficient and effective manner.
- Managing day-to-day service operations to ensure response, customer experience targets are exceeded.
-Provide IT Solutions and Infrastructure Architecture and Implementation & Technical Support Services.
- Analyzed business processes, functions and procedures to determine most effective systems solutions that best meet customer needs.
- +2 years of demonstrated experience in a fast-paced in-bound retail environment including technical, management with phone, e-mail and chat solutions.
- Scrutinized technical issues and accordingly generated reports to the senior management for timely solutions in compliance with company policies and procedures.
Key Responsibilities:
• Perform daily system monitoring as well as verifying the integrity and availability of all hardware/applications to maintain operating efficiency.
Assumed responsibility for planning and implementing IT infrastructure and stayed attuned of emerging technologies to be able to deliver the most up-to-date solutions.
• Carried out periodic security supervision to recognize any probable interruption and accordingly updated antivirus on servers & client machines to ensure security of systems.
• Managed the installation, configuration & troubleshooting of Google Apps. Conceptualized and executed technical improvements as necessary to maintain maximum utilization.
• Monitored activities relating to backups, anti-virus updates and other technical matters, to enable glitch-free operations.
• Organized regular system checks and preventive maintenance to ensure optimum performance, minimal turnaround time for complaints/system repairs and least backup switchover time.
• Kept abreast of latest technological advancements and utilized the potential of the same to respond to the distinctive needs of the organization.
Key Projects:
• King Abdullah University of Science &Technology (KAUST) - IOB
• SHMOOS, Security Application System
• MAKHAA, Omra Visas Application System
Key Responsibilities:
• Managed overall helpdesk operations of the organization and provided high quality first level support and remote assistance to the users.
• Liable for recruiting and providing training to the Help desk representatives as well as setting reasonable, challenging and clear expectations for team members and motivated them to achieve the same within time/cost constraints.
• Streamlined the preparation of project progress reports on a daily basis and submitted the same to the Project Manager for efficient decision making.
• Responded to needs/requirements of Users through extensive follow-up of procedures and accordingly coordinated with help desk team to establish and achieve operational objectives, service level agreements, user satisfaction and exceptional service quality.
• Recommended upgrades to existing systems, developed backup as well as disaster recovery setup for the database and extended 24x7 support/ guidance to users for resolving technical issues.
• Influential in managing, configuring and troubleshooting security issues, security patches, User rights and permission, disabling and enabling accounts, file and folder permissions and security templates as essential.
• Conducted follow up with customers and resolving technical error in the Application system as well as in the agent's system in a cost-effective time and appropriate manner.
• Extended training to customer companies and their international agents, simultaneously responsible for monitoring Domain Controller, File Share Server and Kaspersky Anti-Virus Server.
• Responsible for efficiently handling emergency situations like data loss as well as lend a helping hand as soon as possible to assure smooth execution of workflow.
• Performed root-cause analysis in the Program of the system and end-user support issues; thus analyzed trends and escalated unresolved issues to the Programmers to prevent future problems.
• Instrumental in designing Integration guide for Company System application and Intro profile company for Customers for seamless functioning of activities leading to optimal growth chart of the organization.
• Monitored and updated day-to-day status of user problems/ problem request tracking system and accordingly generated statistical reports for the IT Manager to aid further corrective action.
Key Projects to Credit
• National Commercial Bank
• Islamic Development Bank
Key Responsibilities:
• Extended technical support/guidance to users to ensure smooth operation of networks in order to provide maximum performance and availability for users.
• Performed an array of tasks associated with resolving IT problems, maintained hardware inventory records, updated anti-virus systems and ensured data back up while assuring compliance with organizational policies.
• Aided in troubleshooting user problems pertinent to Operating System issues, Network Connectivity, Upgrades, MS Office products, Internet connectivity & Hardware.
• Performed upgrades and provided troubleshooting support and administration of computer systems & networks as well as implemented all hardware and software solutions.
• Trained existing as well as new clients on various operations and systems information, also conducted drives to ensure client awareness about up-gradations in products.
• Responsible for deploying updates, service packs and hot fixes using Windows Update and Group Policies, thereby analyzed and drafted technical documentation for root cause analysis on customer support issues.
• Installed software and drivers along with logical printers on a print server and accordingly prepared print server to host clients. Responded/ catered to enquires from customers and maintained excellent customer satisfaction ratings by providing value added customer service.
• Evaluated and identified organizational requirements, to recommended infrastructure (hardware/ software) requirements in addition to upgradations, to ensure acceptable levels of security, disaster management and data recovery plans.
• Conducted follow up with users and monitored day-end system performance reports for anomalies, and implemented immediate remedial measures.
• Stayed updated on all organizational upgrades and products while liaising with technical departments to provide technical feedbacks and maintain full technological functionality.