Amer Alkhiame
IT Manager at Advanced Healthcare- Claim this Profile
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Bio
Credentials
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Fortinet NSE 1 Network Security Associate
FortinetJun, 2020- Oct, 2024 -
Fortinet NSE 2 Network Security Associate
FortinetJun, 2020- Oct, 2024
Experience
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Advanced Healthcare
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United States
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Hospitals and Health Care
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1 - 100 Employee
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IT Manager
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Jan 2017 - Present
✓Lead large IT projects, including the design and deployment of new IT systems and services.✓ Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.✓ Help define IT infrastructure strategy, architecture, and processes✓ Analyze business requirements by partnering with key stakeholders across the organization to developsolutions for IT needs.✓ Assess vendors and develop test strategies for new hardware and software.✓ Troubleshoot hardware and software issues related to internal IT.
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Halian
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United Kingdom
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IT Services and IT Consulting
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300 - 400 Employee
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Senior IT Eng. L2
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Aug 2016 - Dec 2016
-------Cerner Millennium Applications Project--------Monitoring and maintaining Millennium Applications.-Talking staff/clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.-Troubleshooting system and network problems and diagnosing and solving hardware/software faults.-Following diagrams and written instructions to set up a system.-Responding within agreed time limits to call-outs.-Prioritizing and managing many open cases at one time.-Rapidly establishing a good working relationship with customers and other professionals, e.g. software developers.-Testing and evaluating new technology.
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Senior IT Service Desk Coordinator
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Jan 2016 - Aug 2016
-------HP- Mohammad Ben Rashid Smart Learning Project--------using the incident management and request fulfillment processes.-Acting as an escalation point where difficult or controversial calls are received-Producing statistics and management reports-Representing the Service Desk at meetings-Arranging staff training and awareness sessions-Liaising with senior management-Liaising with change management-Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.-Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
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Cupola Teleservices (Cupola)
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United Arab Emirates
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Outsourcing and Offshoring Consulting
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300 - 400 Employee
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Senior IT Service Desk Coordinator
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Nov 2014 - Dec 2015
-------HP- Mohammad Ben Rashid Smart Learning Project--------using the incident management and request fulfillment processes.-Acting as an escalation point where difficult or controversial calls are received-Producing statistics and management reports-Representing the Service Desk at meetings-Arranging staff training and awareness sessions-Liaising with senior management-Liaising with change management-Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk.-Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
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Senior IT Service Desk L1
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Sep 2013 - Nov 2014
-------HP- Mohammad Ben Rashid Smart Learning Project------- -providing first level support through taking calls and handling the resulting incidents or Service Requests.-Troubleshooting system and network problems and diagnosing and solving hardware/software faults.-Supporting the roll-out of new applications.-setting up new users' accounts and profiles and dealing with password issues;-Responding within agreed time limits to call-outs.-Conducting electrical safety checks on computer equipment.-Experience in Call Center environment, Service Desk experience.-Good working knowledge in ITIL, ITIL foundation.-Monitoring/NOC through the utilization of HP IMC Network Management tool.-Train/Mentor new joiners; assist in coordination of Service Desk Team.-Provide 1st Level support to customers covering Windows applications, Outlook Configuration, Connectivity issues.-Tickets management, SLAs, Determine escalation points (Platform: HP Service Manager -Handle escalations and follow ups with concerned teams for timely resolution.
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Admin Secretary
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Feb 2013 - Sep 2013
• Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to produce correspondence and documents and maintain presentations, records, spreadsheets and databases.• Devising and maintaining office systems.• Booking rooms and conference facilities.• Using content management systems to maintain and update websites and internal databases. • Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to produce correspondence and documents and maintain presentations, records, spreadsheets and databases.• Devising and maintaining office systems.• Booking rooms and conference facilities.• Using content management systems to maintain and update websites and internal databases.
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Technical Support Specialist
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Nov 2011 - Jan 2013
• Installing and configuring computer hardware operating systems and applications.• Monitoring and maintaining computer systems and networks.• Talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.• Replacing parts as required.• Setting up new users' accounts and profiles and dealing with password issues.• Responding within agreed time limits to call-outs.• Testing and evaluating new technology.
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Education
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2012 - 2018
Syrian Virtual University
Bachelor's Degree, Bachelor in Information Technology -
2008 - 2011
Syrian Virtual University
Associate's Degree, Computing & Business Application
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