Experience

• 

  IOM - UN Migration

  • Switzerland
  • International Affairs
  • 700 & Above Employee

  • Information Communication Technology Associate

    • Apr 2024 - Present

  • Information Technology Associate

    • Aug 2015 - Mar 2024

  • ICT Support STA

    • Sep 2022 - Feb 2023

    ➢ Provide tier- 1 & tier 2 helpdesk support to end users within Qatar mission.➢ Provide specialized end user support and ensure that all ICT Issue tickets and queries are logged and answered appropriately via email, telephone call and/or in person by taking Issue ticket ownership – open, update, and close tickets assigned, meeting or exceeding Service Level Agreements (SLA)1. Take ownership of user problems and be proactive when dealing with user issues.2. Provide Tier 1 & Tier 2 level technical support such as immediate diagnosis and workarounds for reported incidents.3. Assist in determining root causes and propose resolution for problems raised by reported incidents.➢ Coordinate cases and required actions in monitoring systems, network, and applications resulting from routine control of automated tracking system, servers and data➢ Implement IOM IT Standards and IOM IT Policies and Guidelines regarding networks, systems, telecoms, ICT services and equipment usage IT procurement and information security.➢ Assist in coordinating planned technology upgrades. Perform implementation and administration of system, application and infrastructure components.➢ Install and re-locate the organizational unit’s hardware, coordinate equipment servicing and manage user account. Maintain an up-to-date ICT inventory (hardware and software) and inform the supervisor on assets that require replacement and software license renewal in a timely manner.➢ Develop and provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.➢ Manage the regular updates of the End points tools such as antivirus, Intune, Zscaler, BitLocker and patches for operating system.➢ Contribute to the BCP and Disaster Recovery Plans for mission ICT related services. ➢ Provide guidance, training and supervision to junior staff in the unit.

• 

  Norwegian Refugee Council

  • Information Technology Officer

    • Feb 2014 - Jul 2015

• 

  International Organization for Migration (IOM)

  • Information Technology Support

    • Nov 2013 - Feb 2014

• 

  White Dove Group of Companies

  • Information Technology Consultant

    • Sep 2010 - Nov 2012

• 

  Kimart Graphics Solution

  • Network Engineer

    • May 2008 - Dec 2010

    *installing, supporting and maintaining new server hardware and software infrastructure; *managing email, anti-spam and virus protection; *setting up user accounts, permissions and passwords; *monitoring network usage; *ensuring the most cost-effective and efficient use of servers; *suggesting and providing IT solutions to business and management problems; *ensuring that all IT equipment complies with industry standards; *analysing and resolving faults, ranging from a major system crash to a forgotten password; *undertaking routine preventative measures and implementing, maintaining and monitoring network security, particularly if the network connects to the internet; * providing training and technical support for users with varying levels of IT knowledge and competence; *supervising other staff, such as help-desk technicians; - working closely with other departments/organisations and collaborating with other IT staff; - planning and implementing future IT developments and undertaking project work; - managing the website and keeping internal networks running; - monitoring the use of the web by employees.