Operations Manager
Attar Travel
Total years of experience :12 years, 10 Months
Hired to create a structure for Helpdesk for Attar Travel, and to structure their ticketing system (ManageEngine Service Desk.) Created and document client side process for receiving requests, responding with KPI and SLA period.
Improved Printing and ink/toner consumption for Attar Travel KSA wide. Reduced coast of ink purchasing by 70% by creating a request process and finding better pricing from vendors.
Asset identification and assignment. Identified all Laptop and desktop assets for the company and assigned them to the respective users. Also, implemented antivirus on all machines to assure system and information security for all Attar Travel systems.
Implemented data storage and security process to insure that important data backed up to prevent important company information was not lost due to system malfunction or system transfer. Furthermore, set a policy with HR to make it the employee’s responsibility to place the data in the assigned location.
Created a business to customer website for Attar Travel to increase revenue and reach a wider customer base.
Hired to adapt support in Bupa head office and retail shops to keep up with its growth and complexity with it being the number one insurance provider in Saudi Arabia.
Improved ManageEngine (Service Desk) ticketing system by updating its categorization to make it more logical for ticket creation and routing.
Updates contract terms with suppliers to and improved their SLA time to act on issues.
Trained and managed team to provide Bupa staff support in a timely fashion as well as the remote locations and hospitals.
Charged with interviewing and hiring candidates for support.
Created a process of inventory distribution for better tracking of company assets.
Standardized all the hardware and software used, and created a process for imaging PC’s and laptops.
Had storage reorganized and setup more efficient.
Worked with customer, vendors, and brokers to insure best outcomes.
o Performed Daily operational distribution of licensed software through Mercy’s automated PATR page.
o Performed licensing audit and setup system for reclamation of any software that was not used for 90+ days to improve compliance and minimize waste. This effort required coordination with the change control group, and the service center. Also, notifications had to be sent out companywide through Baggotstreet, Mercy’s main Intranet page.
o Assisted as a subject matter expert with the implementation of 1E in the Mercy environment for licensing inventory, and licensed software distribution to Mercy’s 40’000 employees.
o Co-termed licensing maintenance for many of major high dollar software, for example: Toad, Adobe just to name a few.
o Project: Coordinated Dragon license transfer for Jefferson Regional Hospital Acquisition. This was done so that the new Mercy Doctors did not get impacted in the transition.
o Assisted Customer with Changes to Hunt groups, auto attendants, and phone issues.
o Documented outages and escalated accordance with processes and procedures in place.
o Given responsibility over Panasonic account. Created and gave training to the agents on the account, and the product supported. Created documentation for Jcurve and Panasonic for knowledge base use.
o Managed the Panasonic phone Queue, and ticketing system to insure SLA’s were being met in the time frame needed.
o Managed Local Number Port (LNP) requests from beginning to end of the ports to insure customer satisfaction.
o Time management needed to insure All Action Items and SLA’s were met.
o Assist Axia and University of Phoenix students and faculty with issues concerning the student website or issues with their computer. Troubleshooting includes browser settings, firewall settings, data replication issues, and a general walk through of the student website or other applications.
o Used integrated Linux applications and some Perl Scripting on a basic level.
o Support Apollo staff in resolving computer performance issues and assist with student issues that may prevent a student from beginning or continuing their education with the Universities.
o Exceeding in the expectations set by management such as documentation requirements and Service Observances. Routing tickets to the proper support team for resolution using provided tools. Achieved top performer within the department.
o Created and developed a plan to redesign the data center and was implemented successfully.
o Reduced call volume for desktop support drastically by updating the operating system from Windows 95 to Windows 2000.
o Reconfigured the ACD increasing the efficiency of the call routing for the company.
o Contracted as a migration specialist. Converted U.S. Trust computers to Citizens Bank standard, with windows 98 second Edition. Utilizing Ghost 5.1, ghosted images onto U.S. Trust computers, migrated users’ data from their old network mapped drives to their new mapped drives, and built machines that complied with citizen standards from old U.S. Trust computers.
o Other responsibilities included discovering the site before migration took place in order to assess what the migration team needed on site to complete the task without any obstacles.
o Also provided day-after help desk functions for migrated users. Issues handled were logging in, retrieving data, e-mail, installing printers, etc.
o Contracted to monitor and support the implementation of Norton Anti Virus to the Citizens Bank network setting. Duties included traveling to many of the Citizens Bank branch locations throughout New England, monitoring network installation of software, and solving any technical difficulties that may arise.
o Contracted as a Hardware and Software Solutions Specialist - Duties included supporting up to 3500 users of BCBS and EDS by tending to computer/laptop station issues and maintaining network printers. Network printers included HP 4SI, 5SI, 2100TN, 2100, 8100N. Computers consisted of Compaq EN6450 and Compaq Armada 7400 laptops.
o Projects: Completed inventory recording for two of BSBC’s seven buildings, totaling 987 PC’s and 420 printers. Also provided support to the member of the team in charge of overseeing all projects. Projects consisted of installing network printers, moving users and configuring their stations, training users on how to use remote access dial-up, and creating software installation procedure and performing the installations.
o Contracted to perform Y2K software upgrades on computers at Fleet Bank’s different branches in New England. In a team-based environment, worked primarily with Windows 3.1 OS, and Windows 95. In addition, my team headed a computer rollout pilot utilizing Windows NT Workstation and installing software that was Fleet specific, Prism, Citrix, and other Third party software.
o Upgraded software such as: Lotus Suite, MS Office Suite, Internet Explorer, Novell Netware clients, PC\DACS, PC DOS, MS DOS, and Eicon Aviva.
Concentration: Communications, Politics and Law