Sandy Khoury

- Act as the focal point of communication between the IT teams and internal users / MEEZA's subscribed clients, this is by providing the initial support to users through phone, email and face to face as well as providing deep analysis for incidents and service requests to the higher levels of support for a quicker resolution.
- Keep all incidents and service requests recorded properly and accurately in the ticketing system. Take their ownership, follow up with the involved support teams and communicate the progress to the service users until closure.
- Increase the FLR (First Level Resolution) by providing the 1st and 2nd line of support, reducing the amount of cases escalated to the higher level teams and minimizing any service interruption time.
- Analyze, investigate and troubleshoot incidents related to any client side technologies by providing advanced level of support to most of the technologies used by the corporate such as Active Directory, Exchange, Blackberry, CISCO Networks & IPT Systems, SharePoint, File Shares, Citrix, RSA, Exclaimer, ERP, Symantec Email and Endpoint Security, WSUS as well as the other 3rd party applications and HP ITSM products (UCMDB, HPSM, etc).
- Adhere to the tickets’ OLAs and SLAs by managing escalations when required either to the 3rd support line, external vendors / suppliers, client services / account management or even hierarchical escalations to higher levels of management.
- Maintain a high degree of internal user / client satisfaction for all support queries and adhere to all service management principles through the ITIL framework guidelines.
- Generate and provide various technology related reports on daily, weekly, monthly basis or when requested to the top management or any other concerned parties.
- Prepare and create various processes and work instructions.
- Provide training to the new Service Desk team members and to other staff or users when required.
- Contribute to the different operational processes within the organization, such Incident Management, Request Fulfillment, Access Management, Problem Management, Event Management, Change Management, Configuration Management and Continual Service Improvement.

- Provide technical support to Qatar Foundation employees.
- Provide solutions in a timely fashion for issues that may arise with QF employees.
- Support Work Place Services in providing desk side support to resolve users’ issues.
- Log and track support calls, prioritize and escalate jobs as required to ensure customer satisfaction.
- Identify trends in the support calls or emails and develop documentation to address these most often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
- Provide WIFI SSID support.
- Perform tasks through Active Directory, Microsoft outlook and Microsoft Exchange.
- Assist with IP telephones, shared drive access and network drives issues etc.
- Support for Smart phone and handheld devices with email and WIFI settings.
- Support for the QF portal and ERP; java error troubleshooting.
- Support for Blackberry service: Blackberry account creation/deletion in Blackberry server, activation code reset, etc.
- Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.
- Work within technical strategies driven by business objectives and enterprise architectures based on industry-recognized standards.
- Assist other teams to initiate, design and manage effective support solutions as directed by business needs.
- Provide trainings for new joiners.
- Provide insight on areas for improvement within HP Service Desk for process effectiveness and increased efficiency.