Sr.Supervisor IT desktop Support
Mobinil
Total years of experience :25 years, 5 Months
•Providing level3 support for (level 1 and level 2 support) and act as a source of technical expertise
•Running and implementing technical changes in a very complex environment composed of 5000 workstations in all sites, maintaining several platforms.
•Ensure that the right security measures and policies are developed and applied to protect the company network and resources.
•Performs remedial maintenance of all the Desktop Solutions, to resolve the S/W issues.
•Handling different SW requests and trying to investigate the needs, providing alternatives and fulfilling them
•Designing and implementing solution for OS upgrade projects and SW delivery solutions -including legacy SW- such as MDT-WDS-KMS-SCCM-Appv-Medv
•Handling OS upgrade projects, through Testing, planning, communicating and mass deployment
•Providing New ideas, initiating projects and optionally perform Solutions in house development to ensure user satisfaction and productivity
•Handling, Administrating & operating desktop Manageability & security solutions at enterprise level (McAfee-WSUS-Symantec-SCCM-Nexthink-Uniflow-Passwordreset)
•Maintaining, Handling, Administrating Software delivery solutions at enterprise level (Citrix Xenapp-Appv) to assure smooth running/Delivery of Critical applications like wincash, Genysis solutions(CM-CCpulse-WFM-OCM) and Avaya CMS
•Responsibilities require the ability to analyze the network infrastructure to ensure proper performance and adequate capacity and/or bandwidth forecast.
•Provide the Testing and Integration of the new applications within the current company desktop environment before implementation and after full deployment of new solutions/products.
•Generating periodical/On demand reports from different systems regarding desktops health and compliancy, SW and HW inventory and contributing to decision making process in managing Microsoft Enterprise agreement license budget/SW budget/HW budget
•Provide technical support and advice to other support teams in solving problems and establishing or modifying configuration of the company equipment or devices.
•Fully responsible of the company desktop policies development and implementations.
•Must have the ability to read, write and develop S/W code to change or implement or maintain new programs/ applications
•Managing and Providing leadership and act as mentor to the desktop team.
•Plan and assign personnel (team members) to the new or running Technology projects or tasks, and recommend the necessary changes in procedures.
•Identify project’s implementation plan and optimize the use of resources
•Plan combined projects activities and set priorities and synergies between projects
•Supervise project, Identify internal reporting procedures and set the reporting plan
•Identify needs of resources and launch selection procedures
•Identify and apply internal operation procedures to enhance quality, minimize risk and increase profitability Represent the company in key meetings with the customers
•Contribute in the outline of corporate business strategies
•Troubleshooting the Technical problems that faced by the Users.
•Performing administrative duties, including designing & preparing reports.
•Managing & maintaining installation, of new software/Hardware process.
•Managing the Technical Interface between All departments & IT.
•Handling different PABX inquiries such as (Creating Hunts and VDNs, Creating user logins).
•Receive and handle all customers’ complaints arriving via phone, email, etc…
•Perform professional level of troubleshooting the customers’ problems
•Maintain and utilize a trouble ticketing system to reflect the status of all the pending / resolved customer complaints
•Manage the SLA with the customer to ensure that the targets are correctly met
•Prepare incidents post mortem reports when required
•Communicate with customer for customer surveys and data validation (specially billing information).
•Performing normal specialist job duties
•Acting as second line support for my team
•Responsible for Customer service site (600 PC's) and their support(HW/SW)
•Responsible for mobinil outlets(shop's and SIS's) and their support(HW/SW)
•Responsible for the file and print server and Their backup operation
•Handling site VIP's complains
•Managing team Issues Including their schedules, Cases quality and Assuring that they are performing to the SLA standards
•In charge of one team of customer service representatives.
•Responsible for their Development and performance.
•Monitor employee’s work.
•Provide help to all representatives' inquiry about any information.
•Follow up on daily attendance, breaks to ensure punctuality.
•Prepare daily & weekly performance reports
•Mastering the quality of service to achieve customer satisfaction.
•Helping team leaders in answering agent’s questions by providing them with the suitable solution, inventing new ways to help customer handling.
•Handling angry customers.