Rexel B.
IT Service Desk Coordinator / Analyst at Injazat- Claim this Profile
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Tagalog -
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Topline Score
Bio
Credentials
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ITIL Service Operation
PeopleCertDec, 2016- Oct, 2024 -
Microsoft OSD (Operating System Deployment) and SCCM
-Sep, 2010- Oct, 2024
Experience
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Injazat
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United Arab Emirates
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IT Services and IT Consulting
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700 & Above Employee
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IT Service Desk Coordinator / Analyst
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Aug 2015 - Present
Responsible for Incident management, technical and training support for Clinical and non-Clinical IT issues within the organization. Analyses issues and identifies appropriate resources to be alloted if needed. Support in all updates and migration of new and existing products and services • Provides impeccable support to a world class multi-specialty hospital, Cleveland Clinic Abu Dhabi with more than 3000 clinical and non-clinical employees. • Coordinates and track Clinical / Healthcare IT related issues and incidents • Provides support for clinical applications and equipment’s e.g. Epic, Sunquest and Philips Monitoring / Telemetry Systems • Responds and analyse end-user issue to provide resolution and escalation channel. • Manages Active Directory, Microsoft Exchange O365, SCCM and Cisco Call Manager and Vocera Administration. • Manages SLA, analyses trend and coordinates High Level incidents with different teams for faster resolution. • Exemplary support for, Desktop, Laptop, Windows, Microsoft Office and other third-party applications via email, call or remote desktop. Key projects and Accomplishments: • Collaborated in pioneering and launching best practices during the Hospital launch. • Supported Windows 10 Migration • Supported and Launched Azure Office 365 • Supported multiple Epic version migration Show less
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FK Group (Fawaz Al Khateeb LLC)
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Dubai, United Arab Emirates
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IT Executive - Management
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Apr 2014 - Aug 2015
Responsible for managing all IT infrastructure and support. Provides feedback for improvements and optimizations. Evaluates company project efficiency and delivers real-time feedback analysis, creating action plans and heading implementation, focusing on cost saving initiatives. Key Projects and Accomplishments: • Initiated and oversaw IT optimization reducing latency and saving more than 100,000 AED /month. • Provided end-user support and configuration for over 30 users in five remote sites. Making standardized system and Improving IT support. • Established Helpdesk Support processes for more than 30 employees using ITSM, cutting down response time by more than two minutes. • Provided troubleshooting documentation for minor and major IT issues on all aspects of technology, resulting to lower SLA (Service-level) times. • Established ITIL and ITSM basic processes, increasing IT support efficiency. • Headed Windows 8 and 7 migrations for the head office and five remote offices, increasing productivity and optimizing company assets. • Defined IT Projects and manages vendor contacts for quotation and pricing. • Managed SLA (Service level), providing first level customer oriented IT support. • Implemented standard controls and ITIL methodology to the IT infrastructure. • Increased company security by implementing CCTV system and Biometric system. • Increased sales efficiency by updating ERP and POS (Point of Sale) management (Wisdom) Improvements and features. • Implemented Security Lockdown and environment standardization thereby securing the company's infrastructure. Show less
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TTEC
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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IT Account Management Manager, Client Services
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Dec 2012 - Mar 2014
Technical account management with emphasis to product up sell or sales of new and emerging technology, application, new infrastructure, client services, project scoping and pricing.Supporting the following tasks Project management, application testing and deployment, resource coordination, client life-cycle support, troubleshooting and Issue resolution, Telco, network, application and desktop support.Key Projects and Accomplishments:• Project launch for four lines of business and two new client launches with 600 employees increasing projected revenue by as much as $18 Million USD end-of-year• Project managed Windows 7 and Virtual desktop migration for over 400 employees for major two accounts, saving cost on desktops PC upgrades and maintenance equating to more than $100,000 USD.• Managed four North American client companies reaching more than 1500 employees in five sites namely Florida, USA, Leon, Mexico and Philippines.• Project managed and launched web server application empowering employees and automate client and operations data reporting there by increasing productivity and managing employee efficiency. Show less
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Technical Account Manager - Global Support
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Sep 2010 - Dec 2012
Primary point of contact for both internal and external clients during the life-cycle of a program. Manages and coordinates all technological changes, projects and concerns of the client this involves client application deployment, application testing and project scoping. Performs and coordinates troubleshooting during outages and issues with internal or client resources this involves Data Network, Firewall, Application and Telecom issues in order to manage SLA and OLA. Manages resolution of agent impacting outages. Keeps client posted of progress throughout the fix process and provides after action report to client within contractually agreed upon time period, provides issue resolution, issue analysis, after action reports and reason for outages. Ensures each site is in accordance to the Scope-of-Work of the client. Creates and improves current processes for programs via PCF to improve KPI’s. Communicates planned company changes to clients with detailed area of impact and risk mitigation strategy within agreed notification timeframe, or best effort thereof all in accordance to ITIL standards set by the company. Keeps track of YTD outages, issues, change requests, penalties and technology related revenue for the program. Coordinates company activities around client-side changes following the proper change management process. Key Project & Accomplishments:• Optimized agent logins on desktops, saving as much as 60 seconds per agents during login thus increasing efficiency and agent readiness to support customers.• Deals with internal and external client as a primary point of contact.• Project managed VDI (Virtual Desktop Infrastructure) Implementation and migration.• Site Audits of all site locations, corporate policy compliance.• Project Managed SSL redirection implementation.• Provides Weekly reports with clients.• Provided weekly CIO Technology updates• Implemented White-list and Blacklist project to manage and secure internet access. Show less
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Technology Team lead - Support
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Jul 2010 - Sep 2010
Technology Team lead - Support • July 2010 – September 2010Supervises the entire site with regards to local Technological concerns and administration tasks. Coordinates with Technical Account Managers and Center Leadership Team for project concerns and issues with regards to technology updates and concerns for specific clients. Coordinates with program changes. Manages both external and internal technology site escalations. Files Change Management Requests, completes After Action Reports. Implements application change and testing locally.Key Project & Accomplishments:• System administration and technical task for the entire office, which holds over 1700 employees. Trains staff of six.• Oversaw server and PC patch testing and deployment.• Updates and coordinates technology concerns to Management leadership team. • Manages local Change Management Requests, completes After Action Reports. Implements application change and testing locally. Show less
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Senior Technology Specialist - Support
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Aug 2009 - Jul 2010
Tasked to maintain Technological administration for the site, managing SCCM with over 1300 local client stations, two local servers and more than 2000 employees, Cisco Call Manager administration. Managing site capacity to ensure working seats for the agents and accommodate client requests for seating staffing in coordination with Workforce team. Maintain systems stability for the site. Currently handling a staff of six people. Key Project & Accomplishments:• Acted as a Technology Team Lead for the site.• Managed site accounts which include SMTP creation, SIP creation on MS Exchange Server.• Managed Cisco Call Manager which includes Mobility, FAC codes, dialing patterns and Extension. management. These are for both Cisco Soft phones and Hard phones.• Managed security Groups and Distribution Lists for local support staff and employees.• Initiates site improvements on the technology side.• Managed local Epolicy Orchestrator McAfee for the site ensuring up-to-date virus and malware security.• Handled local and client technical escalations and request.• Handled server patching and testing, ensuring Windows vulnerability is fixed.• Managed File and Print Server.• Handled local Change Management Requests.• Weekly one-on-one coaching with staff and weekly coaching with team.• Managed local switches and equipment.• VLAN Management on TACACS. Show less
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Regional Technology Associate
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Oct 2007 - Aug 2009
Tasked to maintain the site regarding data and local workstation issues. Server management, updating of Anti virus, Client application and web application testing, pushing of new applications. Active Directory management (local OU), NT login and workstation creation, Remote installation. Key Project & Accomplishments:• Part of the launching team for phone LOB for an ISP account, Application testing and troubleshooting.• Part of the project ramp for a Telecom Account with over 500 FTE's.• Part of the DSL Technology Force, tasked mainly to focus on DSL account technology issues and updates with client coordination.• Helped launched Telstra project.• Maintained the site for almost five months with only me and my manager with no major site tech issues, having more a thousand PC and 1,500 employees.• During a site outage on another site location, we had to configure around 300 stations to accommodate the agents given a very short notice.• Manages multiple updates for DSL Account tool. Testing and implementation. Show less
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Workforce Management Specialist Level 2
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Sep 2006 - Oct 2007
Workforce Management Specialist (OSC II) that handled three key North American accounts. Tasked to plot schedules, Site capacity planning, sending out of reports to foreign clients and other TeleTech sites, attending Conference calls and meetings with clients and executive directors.Key Project & Accomplishments:• Point- of-Contact for the Accenture project for five months handling and training two specialists.• Creates and adjusts schedule staffing and forecast OT requirements basing from historical data accumulated for the client monthly requirements, for full optimization of site seating capacity.• Point- of-Contact for General and Administration schedules, enabling better schedule flexibility.• Point- of-Contact for a cable account and tasked to do staffing analysis and requirements.• Launched two new programs, A Fortune 500 Telecom and DSL Company for the Workforce side of business.• Updates and delivers Daily Productivity Report to Site Director, Stake holders and managers of. This involves headcounts, per interval staffing analysis and KPI (Key Performance Indicators) metrics analysis. Show less
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