IT Manager
ABC
Total years of experience :17 years, 9 Months
• Managing IT Infrastructure of ABC Imaging Dubai office.
• Key User of in-house software related to cost recovery, and FM equipment health reports.
• Installation of servers, cost recovery software, and Multi-functional Printers at new sites.
• Install, configure, test and troubleshoot Networking Software, Operating System Software, Microsoft Server, Active Directory and LAN/WAN related issues.
• User administration (setup and maintaining account), and expanding the network/storage and servers.
• Responsible for ensuring of organizational policy regarding to quality standards.
• Evaluating user needs and system functionality and ensuring that ICT facilities meet customers’ needs.
• Scheduling upgrades and security backups of hardware and software systems.
• Updating and Maintenance, of existing printing services for clients in Dubai, and Abu Dhabi, including construction, interior design/architectural companies, and universities.
• Providing in time solutions for help desk tickets, and maintaining documentation.
• Responsible for mentoring and training new ICT support staff.
• Key User for Sage ACT CRM.
• Quality Assurance and overseeing/updating assigned support service requests.
• Setting up desktop computers/printers and testing network connections remotely, including Software and hardware.
• Configuration of routers, multi-function printers, and stand-alone kiosks.
• Updating of software on field machines remotely and periodic monitoring of system health.
• Managing of email server, analytical reporting, and conducting internal and field quality audits.
• Managing a team of 10-15 TSE’s.
• Performance Evaluation of Technical Support Engineers and determining training needs.
• Devising performance improvement strategies and implementation.
• Streamlining reporting structure, with recording, analyzing, and distribution of statistical and financial information.
• Developing customer service standards Performa.
• Setting up and maintaining guidelines, including documentation procedures.
• Supply chain management, with inventory Management, ensuring the availability of equipment, with timely delivery.
• SAP Key User for Iraq, Afghanistan, and Pakistan.
• Managed sales of HWS portfolio including new/upgraded hardware, and software, with contract creation and update.
• Notified customers (AWCC AF, ROSHAN AF, ATHEER IQ, Zain IQ, Korek IQ, Telenor PK), regarding upcoming products/upgrades, to influence future sales.
• Developed, created, streamlined, and distributed reports related to process metrics and Key Performance Indicators (KPI) for internal and external purposes, including LSPs’.
• Interacted daily with Order Fulfillment (OF India), Fault reporting center (FRC Dubai), Finance and controller (F&C Dubai), and the customers regarding ongoing/future updates.
• Weekly meetings with global and regional management discussing highlights and issues.
• Process improvement and development. Solved Operational / technical problems.
• Supported Global Operational Model Deployment.
• Development and maintenance of high quality and up to date user manuals and standard operating procedures.
• Managed and improved a Customer driven end-to-end supply chain process for spare parts and repairs. Experienced in reverse logistics.
• Continuous inventory optimization and planning, to keep high service performance and contract conformance.
• Managed commissioning and retrofit processes.
• Planned and executed technical tasks according to given tasks, along with existing processes/instructions. Worked with the responsibility of responding to customer problems directly and through internal customer interface.
• Assisted HWS Managers and Customer Account Teams in operational issues.
• Supported the identification of system solutions for new services, with System and Process Implementation.
• Coordinated cost recharging process, cost bookings and checking of LSP invoices according to guidelines.
• Provided needed information and support for Customs’ clearance and local regulation activities.
• Product Specialist (Automated business centers, and BoardEz).
• Provided remote Network Support, with periodic maintenance.
• Provided hardware and software support remotely.
• IP plan management, and configuration of configuring Cisco /Linksys router and switches.
• Trouble-shoot both wireless and wired networks.
• Tested and evaluated new technology/products.
• Took ownership of technical issues, and trained customers/coworkers as required.
• Created and updated self-help documents, and user manuals for various products.
• Fulfilled desktop support issues utilizing DNS, TCP/IP and other networking concepts.
• Conducted Sales and Marketing of latest/upcoming products.
• Lead the day to day functions of Technical services.