IT End User Services Team Lead - Saudi Arabia, Bahrain, Kuwait, Iraq
Baker Hughes
Total years of experience :20 years, 2 Months
My core focus is on enabling the business in the region to maintain and expand their IT capabilities and manage 10+ resources available to be the hands and eyes for other IT infrastructure teams globally.
Responsibilities include managing and mentoring the IT staff on the ground and handling any escalation with regards to daily IT Operations and keeping track of projects, changes and IT Operations Service Level Agreements in Iraq.
Working as a bridge between IT and the Business to deliver value to the business by delivering IT solutions that provide cost savings and ease of use of IT systems to all end users.
I manage the delivery of the IT functions of projects that may be real estate based, technology roll outs or any other large scale deployments, on a global level within the enterprise, working with various teams of specialists to get the best solution for the business.
Handled the role of onsite IT support Engineer for the Dubai, Abu Dhabi and Mussafah offices of Baker Hughes Incorporated. Position requires maintaining the IT infrastructure at the site, working with other IT teams as a project resource when required and handling escalations beyond the capabilities of primary level IT support personnel at the IT Solution Center.
IT Analyst duties include providing remote support to customers, in a Process oriented environment, on LAN/WAN in a large size computer network with great focus on Customer Satisfacation and providing solutions within the agreed time frames, on a pre-defined priority level basis. Position requires acting as First Point of Contact between customers and offering First Call Resolution to calls through either Tele-Troubleshooting or Remote Desktop Access.
Dual job roles includes Engineering jobs mainly involving Administration, Management and troubleshooting of Microsoft Operating Systems and applications, troubleshooting of computer and network related issues including but not limited to virus/worm issues and basic hardware troubleshooting. Help Desk Management duty includes logging of customer calls, assigning calls to engineers and following calls to completion.
Certified in Installing , Configuring and Administering Microsoft Windows XP Professional
Successfully completed the MCSE 2003 course from Microsoft Certified Gold Partners. MCP in Windows Server 2003.
Certified in Installation, Administration and Troubleshooting of Windows 2000 Professional Operating Systems
Certified in Installation, Administration and Troubleshooting of Windows 2000 Server Operating System
Passed the CCNA exam with a score of 869/1000
Passed out of tenth standard from the Indian High School in the month of March 1996 Finished the 12th Grade from India at Sree Narayana Vidya Mandir, Kannur, Kerala during August 1998