Experience

SAUDI PAYMENTS

• Saudi Arabia
• Financial Services
• 400 - 500 Employee

• Service Comand Center Analyst

  • Feb 2021 - Present

  monitoring transactions throughout NetXMS, PUTY, Solarwinds, APM netcool, EFT tools and reporting issues through BMC Remedy, partial security blocking and allowing IP's, providing End user support by resetting Passwords and unlocking accounts monitoring transactions throughout NetXMS, PUTY, Solarwinds, APM netcool, EFT tools and reporting issues through BMC Remedy, partial security blocking and allowing IP's, providing End user support by resetting Passwords and unlocking accounts



SAMI Advanced Electronics

• Saudi Arabia
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Assistant Software Engineer

  • Aug 2016 - Jan 2019

   Working as an Assistant Software Engineer, as part of the ServiceDesk team and IT Operations.  Handling Tickets (Incidents & SRs) as per the Incident Management Process & Service Request Fulfillment Process. Participate in the 1st line resolution of incoming tickets. Constantly following up with 2nd line of support to ensure incidents are resolved within the SLA agreed targets. Updating the customer of their tickets status update, and ensuring their tickets are resolved up to their satisfaction. Following the defined escalation procedure for major incidents and urgent customer’s requests. Measuring service functionalities and response time and generating periodic reports to management. Management reporting of Incidents Mgt KPIs, SRFP KPIs, individual and teams KPIs through the ITSM tool. Managing communication with customer through e-mail and phone as the SPOC between customer and internal support teams