Project Coordinator
Zain
مجموع سنوات الخبرة :8 years, 1 أشهر
and Duties :
* Leading and monitoring the Technical Support Team, performing scheduled
staff reviews, communicating and adhering to new procedures, policies and
goals.
* Monitoring Incidents and tasks queues and assisting the team with daily goals
and conducting quality control to reduce errors and improve procedures.
* Provide technical plans and troubleshooting procedures to the team to meet
organization standards and improve performance.
* Monitoring IT hardware and equipment distribution and movement throughout
the regions.
* Coordinate with vendors and suppliers to fulfill hardware maintenance and
provide required parts on a time manner.
* Follow up with the team to make sure all incidents are resolved according to
SLA.
* Attend meetings with managers and supervisors from other departments to find
solutions for pending issues and planning for sub-projects and improve the
overall performance of IT department.
* Working effectively with other teams for implementing strategies to increase
profitability, productivity and overall client experience.
* Cooperate with system development team throughout SDLC phases in
identifying applications issues at shops, planning, implementing and testing
fixes and updates.
* Cooperate with Infrastructure planning team to find and test new HW solutions
and technologies to best serve Sales team in Zain shops and help them
increase the revenue and improve the customer service experience, as well as
to decrease the overall difficulties for managing applications and HW by system
admins and support teams.
* Provide daily and weekly reports for team performance in all daily tasks to
project managers.
* Handle escalated issues and urgent requests.
Main Achievements :
* Achieved big improvements on main inventory records for more accuracy and
easier access and improved readability.
* Implemented a new plans and procedures for monitoring the hardware when
installed, removed or shipped between regions to avoid missing assets. And
helped in finding plenty of missing hardware.
* Improved the incident processing procedure and decreased breached SLA
percentage down to less than 4% per month since joined the project.
and Duties :
* Identification of any network problems, suggesting solutions for the same, and
escalation of out-of-bound issues to the concerned departments.
* Managing the Head-office technical team and taking care of load distributions
among the team member and also corresponding with other departments to
expedite problem resolution of the Users.
* Tested and Developed technical resolution plans and tools as well as train other
technical support stuff for technical and procedural matters.
* Planned technical projects and leaded technical team to execute projects from
zero to full operational status.
* Provided technical guidance and advice for higher level managers about
advanced troubleshooting for escalated technical issues.
* Provided 2nd level support for users and other IT divisions and cooperated with
system administrators in servers configurations and network platforms
configurations
Main Achievements :
* Managing project for upgrading OS and main applications of 300 workstations
in treasury department which completed according to time plan with zero errors.
* Implemented application server in some branches according to migration plan.
and Duties :
* Configuring and troubleshooting Active Directory Domain Controller.
* Administering LAN devices and users workstations.
* Receiving users’ requests for configuring profiles and solving issues.
* Coordinate with vendors and distributers to provide needed HW and
applications.