Shehab Tawalbeh

Responsibilities:
• System Center Configuration Manager (SCCM), Active Directory Domain Services (AD DS) and Active
Directory Federation Services (AD FS) administrator.
• System Center Operations Manager (SCOM) and Nexthink administrator.
Application packaging using Flexera Admin studio software, batch scripting, and Powershell Deployment
Toolkit.
• Vulnerability management by deploying security patches for windows OS, documenting results, performing
analysis and managing 3rd party application updates.
• End User Computing (EUC) gold image design and build for several airlines based on windows 10
operating system.
• Building virtual machines, managing server resources using VMware vCloud Director.
• O365 administration.
• Level 3 technical support and troubleshooting.
• Incident, change and problem management.

Responsibilities:
• Shift performance, oversee the shift activities and address any points directly with the on duty agents.
• Acting as a first level of escalation and subject matter expert.
• Provide coaching and assistance to the on duty agents as needed.
• Managing and resolving outstanding incidents related to EUC, cloud (DaaS) and mobility.
• Reporting and monitoring KPI's.
• Report feedback about the agents performance to the Team Lead.

Responsibilities:

• Subject Matter Expert in troubleshooting and resolving desktop related incidents either remotely or by supporting field engineers onsite.

• Reporting and monitoring KPI's.
• Troubleshooting incidents related to the airline applications (Amadeus, Sabre), Windows OS and printer
related issues remotely using RDP, ITCM and SCCM tools.
• FE onsite support.
• Managing L1 and L2 EUC incidents using SITA • ticketing system.
• Providing technical support for changes and requests.
Senior Agent

Responsibilities:

• Troubleshooting incidents related to the airline applications (Amadeus, Sabre), Windows OS and printer
related issues remotely using RDP, ITCM and SCCM tools.
• FE onsite support.
• Managing L1 and L2 EUC incidents using SITA ticketing system.
• Providing technical support for changes and requests.