Sr. Associate - IT
DIB (Dubai Islamic Bank)
Total years of experience :17 years, 1 Months
• Working as an active team member and section support for IT Service Desk team
• Mentoring and training up junior and new staff
• Monitoring & reporting on standards & performance targets
• Implementing new initiatives
• Ensuring all administrative and IT records are entered and updated correctly
• Logging, monitoring, updating, follow ups and escalation of IT requests/incidents reported to second level support and higher management if required.
• Managing and Resolving Incidents Reported via HPSM to restore a normal service as quickly as possible and to minimize the impact on business, thus ensuring that the best possible levels of service quality and availability are maintained within the agreed SLA.
• IT Service Management (ITSM) based on ITIL best practices, ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
• ITIL Service Delivery areas of Service Level, Availability, Capacity, Financial, and IT Service Continuity Management
• Working on Microsoft Active Directory, and SCCM, HPSM, MS Exchange, BlackBerry Enterprise configuration (BES)
• Installation and troubleshooting and support for all Microsoft Applications, MS Office, MS Exchange server 2008, Microsoft office 2007 & 2010
• Working on DNS, to check and manage the domains for yahoo small business customers
• Web Hosting and e-commerce.
• Troubleshooting skills, ability to think outside of the box and find creative ways to solve customer problems
• End to end resolvers for the yahoo mail for the small business customers
• Troubleshoot resolve and restore the mails from the mail server within the SLA provided.
• Working cooperatively with internal and external business partners.
• Well organized with the ability to multi-task and prioritize workload
• knowledge of Microsoft Office suite, including Excel and outlook for pop servers
• knowledge of Perl, CGI, Java, HTML codes to work with the web servers
• A team handling ASIAPAC region
• Incidents reported via the button tool, to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained within the SLA.
• Microsoft Active Directory administration, working on Wintel server to push applications on end user’s profile and completing request submitted via Request Center
• Also working as Microsoft office 2007 Administrator, Troubleshooting on All Microsoft Applications, working with Outlook 2007 exchange server 2008,
• Taking care of Network issue and Network printers, Mainframes applications.
• Worked on Lotus Notes and Domino directory as Administrator,
• Blackberry setup and connection with Blackberry Enterprise server
• Wrote knowledge Objects and reviewed the Techie Tips, for knowledge development
• Implemented new software and upgraded existing software on work station with network drives through servers and on individual workstations having Automated installation of software using MSI files, packaging applications.
• Identified and implemented technologies and methods of using existing technology to help users work more efficiently
Trouble shooting on AOL software,
Installation and configuring of modems & wireless routers for broadband and dialup connections. Used by end users for home networking
PROJECTS/SEMINAR: 1. dsPIC based Voice activated entry way system for disabled (final year) 2. Automated car parking system (third year) Seminar: DNA chips (final year)