Information Technology Help Desk

• Dec 2022 - Present

 Involved in troubleshooting of software/hardware & network issues  Rendered support to resolution of critical IT issues  Installed & troubleshoot printers, windows Os Council application and user support  Used active directory for resetting & unblocking Windows user ID  Ensured compliance to SLA parameters across assignments  Involved in troubleshooting of software/hardware & network issues  Rendered support to resolution of critical IT issues  Installed & troubleshoot printers, windows Os Council application and user support  Used active directory for resetting & unblocking Windows user ID  Ensured compliance to SLA parameters across assignments

self

• May 2017 - Mar 2023

Support Engineer

• Dec 2013 - May 2017

Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. Work with the customer/vendor/partners to establish the root cause of problems and provide… Show more Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA. Implement solutions and provide product-related consulting at customer/vendor/partner sites. Participate in product specification reviews; perform acceptance testing to ensure supportability, usability, and delivery without undetected bugs. Design staff training packages, update knowledge management databases and document problem management procedures for both existing and new products/services. Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos. Maintain client relationships and build client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement. Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects. Show less Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. Work with the customer/vendor/partners to establish the root cause of problems and provide… Show more Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA. Implement solutions and provide product-related consulting at customer/vendor/partner sites. Participate in product specification reviews; perform acceptance testing to ensure supportability, usability, and delivery without undetected bugs. Design staff training packages, update knowledge management databases and document problem management procedures for both existing and new products/services. Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos. Maintain client relationships and build client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement. Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects. Show less

Assistant Manager, I.T.

• Oct 2008 - Oct 2013

Maintenance of the bank's IT infrastructure including network and connectivity. Administration of Servers managing the Active directory by creating deleting the users, reset passwords and adding the users to the respective department groups, also creating groups for each department. Administration of the AS400 server: adding users, deleting, maintenance of user profiles by adding or removing the options and branches and also resetting the passwords, doing the end of day, quarterly and end… Show more Maintenance of the bank's IT infrastructure including network and connectivity. Administration of Servers managing the Active directory by creating deleting the users, reset passwords and adding the users to the respective department groups, also creating groups for each department. Administration of the AS400 server: adding users, deleting, maintenance of user profiles by adding or removing the options and branches and also resetting the passwords, doing the end of day, quarterly and end of year backups. Installation of OS and managing of software and day to day problems on the bank's PC. Administration of antivirus and SPAM control. Maintaining data backups in the bank and in the DR facility. Liaison with vendors on day to day problem issues for the PCs and Printers. Involved in setting up our BCS (Business Continuity Site) and maintain it. Provide support to users including: Troubleshooting of software, hardware and network issues for the users. Installing and troubleshooting all kinds of PCs, laptop blackberries, printers and other components. Installing and first level troubleshooting of various applications. Show less Maintenance of the bank's IT infrastructure including network and connectivity. Administration of Servers managing the Active directory by creating deleting the users, reset passwords and adding the users to the respective department groups, also creating groups for each department. Administration of the AS400 server: adding users, deleting, maintenance of user profiles by adding or removing the options and branches and also resetting the passwords, doing the end of day, quarterly and end… Show more Maintenance of the bank's IT infrastructure including network and connectivity. Administration of Servers managing the Active directory by creating deleting the users, reset passwords and adding the users to the respective department groups, also creating groups for each department. Administration of the AS400 server: adding users, deleting, maintenance of user profiles by adding or removing the options and branches and also resetting the passwords, doing the end of day, quarterly and end of year backups. Installation of OS and managing of software and day to day problems on the bank's PC. Administration of antivirus and SPAM control. Maintaining data backups in the bank and in the DR facility. Liaison with vendors on day to day problem issues for the PCs and Printers. Involved in setting up our BCS (Business Continuity Site) and maintain it. Provide support to users including: Troubleshooting of software, hardware and network issues for the users. Installing and troubleshooting all kinds of PCs, laptop blackberries, printers and other components. Installing and first level troubleshooting of various applications. Show less

IT support analyst

• Jun 2006 - Oct 2008

• Trouble shooting Software/Hardware and Network Issues • Involved in a project of upgrading all the Bank's PCs to XP • Supporting UK, Qatar, Kuwait, Iraq, and Egypt • Support day-to-day IT cases and problems • Provide support of IT hardware, software and infrastructure. • Installing & Troubleshooting all type of Printers • Installing & troubleshooting Banking application (IBM AS400, Card Management System, cashier System (Branch Automation), Swift, Opics, Business… Show more • Trouble shooting Software/Hardware and Network Issues • Involved in a project of upgrading all the Bank's PCs to XP • Supporting UK, Qatar, Kuwait, Iraq, and Egypt • Support day-to-day IT cases and problems • Provide support of IT hardware, software and infrastructure. • Installing & Troubleshooting all type of Printers • Installing & troubleshooting Banking application (IBM AS400, Card Management System, cashier System (Branch Automation), Swift, Opics, Business Object, Heat, Qube, AFS, Routers, CMS, etc….) • Installing & troubleshooting VPN client access (Blue Ridge USB token) • Using the active directory for Resetting and unblocking Windows user ID • Experience in professional teamwork and technical workshops. • Able to work under pressure and • Finishing any task before the deadline Show less • Trouble shooting Software/Hardware and Network Issues • Involved in a project of upgrading all the Bank's PCs to XP • Supporting UK, Qatar, Kuwait, Iraq, and Egypt • Support day-to-day IT cases and problems • Provide support of IT hardware, software and infrastructure. • Installing & Troubleshooting all type of Printers • Installing & troubleshooting Banking application (IBM AS400, Card Management System, cashier System (Branch Automation), Swift, Opics, Business… Show more • Trouble shooting Software/Hardware and Network Issues • Involved in a project of upgrading all the Bank's PCs to XP • Supporting UK, Qatar, Kuwait, Iraq, and Egypt • Support day-to-day IT cases and problems • Provide support of IT hardware, software and infrastructure. • Installing & Troubleshooting all type of Printers • Installing & troubleshooting Banking application (IBM AS400, Card Management System, cashier System (Branch Automation), Swift, Opics, Business Object, Heat, Qube, AFS, Routers, CMS, etc….) • Installing & troubleshooting VPN client access (Blue Ridge USB token) • Using the active directory for Resetting and unblocking Windows user ID • Experience in professional teamwork and technical workshops. • Able to work under pressure and • Finishing any task before the deadline Show less

Assistant IT administrator

• Dec 2003 - Jun 2006

Backup management for the SUN and HP Servers. Working on internal financial Software developed on Oracle. Providing daily or monthly reports. Monitoring the system for any problems or virus infection on our network. User management on mail Servers. Trouble shooting. Upgrading / New installation Backup management for the SUN and HP Servers. Working on internal financial Software developed on Oracle. Providing daily or monthly reports. Monitoring the system for any problems or virus infection on our network. User management on mail Servers. Trouble shooting. Upgrading / New installation