Senior Service Desk Coordinator
Zayed University
مجموع سنوات الخبرة :20 years, 1 أشهر
- Maintain information technology strategies by managing staff; researching and implementing technological strategic solutions.
- Plan, lead and coordinate the daily activities of large technical support team. Ensure service continuity across campuses while responding to community and campus needs.
- Implement methods for tracking project management, workload planning and organization business performance metrics
- Provide primary support in the collation of project specific information, as requested.
- Play a leading role in planning and implementing the future growth of the unit such as initiation and implementation of new and advance technologies aimed at efficient resolution of issues.
- Develop and maintain policies and procedures required to provide a smooth operation, and customer oriented support program.
- Manage staff performance by defining objectives and KPIs.
- Manage IT vendor relationships, negotiate related contracts and SLAs, create annual IT business plan and budget reflective of organization and business unit initiatives.
- Act as a technical and professional expert in the unit and provide advanced training to all technical staff regarding the University’s policies/procedures and unit related job duties.
- Actively liaison with leaders, administrators, vendors, faculty, staff and students to ensure the business process is streamlined and community technical needs related to the information technology department are met.
- Actively communicate with Senior Administrators, Managers and Faculty understand and support their needs.
- Direct system and network administrators in identifying and resolving connectivity and application accessibility issues.
- Plan, coordinate and organize staff and faculty training in view of the organizational current and future needs.
- Design, develop and automate daily or summary reports of the unit activities for analysis and future planning.
- The main contact person with the university community to provide support for all external and internal events and with outside vendors for services, maintenance, warranty issues and sales.
- Control and maintain inventory of over 15000 IT and AV equipment, maintenance and warranty contracts and software licenses.
- Manage IT vendor relationships and performance, negotiate related contracts and SLAs, create annual IT business plan and budget reflective of organization and business unit initiatives.
- Manage and control the support of installation and maintenance of Multiplatform IT equipment such as IBM compatible computers, Apple Macintosh computers and smart devices, Multimedia projectors and other audio video equipment.
- Manage and maintain ITSM tool for complete IT request life cycle.
RECENT PROJECTS AND ACHIEVEMENTS
- Worked as a management representative (MR) for implementing and attaining certification of ISO 20000 Standard and achieved certification.
- Implemented ITIL based IT service management tool, including incident, problem, change and configuration management.
- Implemented smart device initiative to over 12000 end users.
- Implemented follow-me print solutions to over 12000 end users.
- Implemented end users security solution for over 12, 000 end users
- Implemented smart IT inventory solution.
- Received exemplary staff awards.
- Implemented BYOD program.
- Implemented Automated OS Imaging system.
- Provide advance technical support to over 12000 faculty, staff and students.
- Troubleshot and assist users remotely and on site.
- Provide training and support to the all ServiceDesk systems users.
- Work with vendor personnel to achieve a timely solution of PCs and Server issues.
- Manage Network/Internet security using Microsoft Software update Service (WSUS) server, Patch link, Shavlik patch management servers and Symantec Anti Virus server corporate edition.
- Responsible to manage Novell Zenworks server and application for remote deployment.
- Manage Novell print servers and P-Counter print management system using Netware Management system software.
- Installation of Microsoft windows and Novell servers.
- Participate in CA Service Desk systems administration.
- Develop project plan using Microsoft Project and write procedures.
- Setting up Remote and Wireless networking.
- Create operating systems images of Microsoft windows for IBM compatible computers.
- Contribute to Cisco switch and router security configuration with infrastructure team.
Bachelor of Commerce, 1995 University of Karachi, Pakistan Majors in Business Management
One Year diploma/certificate in Radio/TV Electronics.