Wisam Almaghribi, Service Desk Analyst

Wisam Almaghribi

Service Desk Analyst

Schlumberger

Location
United Arab Emirates - Dubai
Education
Diploma, 3D Animation
Experience
14 years, 3 Months

Share My Profile

Block User


Work Experience

Total years of experience :14 years, 3 Months

Service Desk Analyst at Schlumberger
  • United Arab Emirates - Dubai
  • My current job since April 2014

Responsibilities
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receiving, logging and managing calls from internal staff via telephone and email
- Maintaining an Asset Database and track changes
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
- Troubleshoot basic network issues.
- Escalate unresolved calls to the infrastructure support team
- Log all calls in the Service Desk Call Logging system (REMEDY)
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
- Provide stats for the weekly Service Desk report on call trends
- Publishing support documentation to assist staff with requests for information & provide staff training if required.
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groupsetc.
- To arrange for Local technical support where problems cannot be resolved by the service desk.

Technical Advisor at Samsung Gulf Electronics
  • United Arab Emirates - Dubai
  • May 2011 to April 2014

Providing senior technical support on Audio/Video products and common support for other products.
My job role includes:
- Provide detailed information and advice to contact centre agents.
- Ensure that the service policies and procedures are implemented.
- Email support.
- Live chat support.
-CyberService support.
- Teir 2 technical support.
- Technical training to new agents on AV products of Samsung.
- Compiling monthly technical reports to management.
-Analyze Technical data.
-In charge of Remote management project for the contact centre, which includes providing training to AV technical agents on AV troubleshooting, RM system usage, and compiling weekly and monthly reports about the service with detail analysis of the data.
Achieving financial/non-financial targets (labour sales/RO Nos/Service campaign targets etc.)
- Achieving Group Targets.
- Promoting Services.
- Follow the standards in service procedures
- Booking appointments as per customer’s convenience and w/s load.
- Updating customer data base
- Job requirements/re-confirm repair details/cost involved/delivery time etc. and obtaining customers approval.
- Ensure legible and clear job advice and create job card
- Follow-up the job progress
- Determining warranty coverage
- Handling VVIP customers.

Language field support at KV3 Consulting Engineers.
  • Libya - Tripoli
  • September 2010 to May 2011

Translation of documents from Arabic to English and vise versa.
Interpreter for onsite-engineers.
Taking minutes in Arabic and English.
Liaising with contractor and client.

2D Technical Layout Artist at ClockWorkZoo
  • South Africa
  • December 2009 to April 2010

Handling the technical side of animation, attention to details while checking characters, props and backgrounds and making sure it works 100% and ready to be sent for animation. .

Animator at Condor Productions
  • South Africa
  • November 2009 to December 2009

working on UNTO DUST, an independent South African short film. My role included an animation of 2 horses and a cart with 2 people on horses running besides it, along side the hill, the shot of the hill was taken from a helicopter.

Education

Diploma, 3D Animation
  • at The Animation Academy
  • November 2009

The Animation School directs final year students in animation production within their in-house studio.I participated in production project for Broken Wing Trailor supervised by Ric Capetchi (former Disney Animator). Third Year Also included: · Short-Story development · Art Direction · Storyboarding for 3D Animation · Production Planning · Principles of Animation Production · Compositing Live Action with CGI · Compile and present Show Reels

Diploma, Maya 2008 - Character Rigging and Texturing
  • at The Animation Academy
  • November 2008

Second Year included character design, texturing, rigging and animation. Second year covered the 12 principles of animation through practical exercises and projects. · Sketching 3D characters on paper · Modeling 3D Characters in a computer generated environment · 3D Character Rigging · Character morphing, skinning & deformations · Animating 3D characters

Diploma, Maya 2007 - Foundations of Animation
  • at The Animation Academy
  • November 2007

Course included solid foundation in history of animation as well as an extensive knowledge in 3D computer generated animation. · Exploring key principles of traditional animation · 2D Animation (Digital Ink and Paint) · Developing the fundamentals of Maya (3D Animation Programme) · Modelling objects for 3D in a computer generated environment · Shade, texture & map images onto 3D objects · Create lighting for 3D animation · Render files for 3D animation · Animate objects in 3D environment

Bachelor's degree, Information Technology
  • at Damascus Univercity
  • August 2006

Subjects Information Systems ,Development Software ,Systems Software ,Technical, Programming, Information Technology Skills, Cost and management accounting

Specialties & Skills

Freehand
Photoshop freehand adopeindesign
MS office (word excel power point)
English Arabic translator
laptop/PC technician

Languages

English
Expert
Arabic
Expert

Training and Certifications

Microsoft Certified IT Professional (Certificate)
Date Attended:
September 2014
Valid Until:
January 9999
Microsoft Certified Technology Specialist (Certificate)
Date Attended:
September 2014
Valid Until:
January 9999
MCTS: Windows 7, Configuration (Certificate)
Date Attended:
September 2014
Valid Until:
January 9999
Microsoft Certified IT Professional (Certificate)
Date Attended:
May 2015
Valid Until:
January 9999
Microsoft Certified Solutions Associate (Certificate)
Date Attended:
May 2015
Valid Until:
January 9999
The service Mentality (Certificate)
Date Attended:
September 2014
Valid Until:
January 9999
ITIL® Foundation Certificate (Certificate)
Date Attended:
March 2015
Valid Until:
January 9999
Customer service (Training)
Training Institute:
Telephone Doctor
Date Attended:
September 2014
Duration:
35 hours