Experience

MEEZA, Managed IT Services Provider

• Qatar
• IT Services and IT Consulting
• 100 - 200 Employee

• Workplace Services Manager

  • Sep 2020 - Present

  1) Managing a team of 50 Workplace Service Engineers ,distributed across the country operating different clients of MEEZA. 2) My team and I are responsible for all end user computing in MEEZA, Qatar Foundation, Qatar Post, Supreme Judiciary Council, Naufar, Education above all, Wifaq, Qatar Foundation Endowment. 3) First point of escalation for all Service delivery, Workplace services issues coming from a 6000+ user base.4) Working closely with SDM to successfully deliver quality service to our client and ensure SLA`s and a high level of customer satisfaction is obtained. 5) Collaborating with senior management on client account management and growth opportunities be it technology or financial.3) Managing 3rd party vendors more than 10 entities. 4) Project managing for large machines encryption, SOC related software installation using Intune, and user moves from one office location to new buildings and making sure that all technology and users requirement are fit for purpose at new location. 5) Create and maintain and test all new software to be added to a standard software list that accompanies a the golden image which is installed on every machine within MEEZA and its clients. 6) Managing OS and 3rd party patching for MEEZA and its clients devices using different tools (SCCM, Intune, Ivanti)7) Work closely with the SOC team on identifying security threats and providing solutions on how to mitigate. 8) First point of contact for all Mac related queries with an Apple Mac user. Show less

• Senior Workplace Services Engineer

  • Jun 2014 - Aug 2020

  1) Provide onsite IT support for clients and users.2) Be responsible for resolving or escalating customer reported Incidents and Service Requests assigned to the Workplace Services team.3) Create, document, and review work instructions to help deal with similar incidents and requests. 4) Take full ownership of all open Incidents and Service Requests and update them on a daily basis as a minimum.5) Ensure that all Workplace Services processes are followed 6) Backlog management to reduce the duration Incidents or Service Requests remain open7) Provide guidance to Workplace Services Engineers regarding the escalation process8) Inform management of any P1 tickets or problematic tickets and escalate accordingly9) Train new joiners 10) Suggest to management ways to improve the service delivered by the Workplace Services 11) Raise possible KBAs and guides to management for approval and assignment12) Ensure that all issues related to the Workplace Services Team are escalated immediately to management13) Provide Level 1 Sysadmin end-user support on the following technologies, o Active Directory o Windows server o Exchange o SQL o SCCMo Azure and Intuneo Ivanti Management Console by Landesk Show less



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Support Engineer

  • Aug 2008 - Jun 2014

  1) Dealing with the daily problems of computer systems. 2) Answer user inquiries regarding computer software or hardware operation to resolve problems. 3) Enter commands and observe system functioning to verify correct operations and detect errors. 4) Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. 5) Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. 6) Maintain records of daily data communication transactions, problems and provide the actions taken, or installation activities (Using HP Open View) 6) Refer major hardware or software problems or defective products to vendors or technicians for service. Show less



New Horizons Computer Learning Centers

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT & Business Instructor

  • Jan 2006 - Jan 2008

  1) Introducing complete ICDL courses 2) Introducing a complete Office Management Diplomas. 3) Assisting in building the Training Web Site for the center. 1) Introducing complete ICDL courses 2) Introducing a complete Office Management Diplomas. 3) Assisting in building the Training Web Site for the center.



Al-Attiya Computer & Technology

• Qatar
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Technician

  • Jan 2005 - Jan 2006

  1) Doing the essential maintenance for PCs. 2) Installing Windows and Linux operating systems on Workstations. 3) Making simple LAN's for small companies in Qatar. 1) Doing the essential maintenance for PCs. 2) Installing Windows and Linux operating systems on Workstations. 3) Making simple LAN's for small companies in Qatar.