Mariam AlAnsaari (ACSP)

Enterprise Technical Support Manager at Hamdan Bin Mohammed Smart University
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Contact Information
us****@****om
(386) 825-5501
Location
Dubai, United Arab Emirates, AE
Languages
  • English Full professional proficiency
  • Arabic Native or bilingual proficiency

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Bio

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Credentials

  • Ethics and Research
    Coursera
    May, 2023
    - Nov, 2024
  • User Testing for User Experience Design
    Coursera
    May, 2023
    - Nov, 2024
  • Visual Literacy
    Coursera
    May, 2023
    - Nov, 2024
  • Apple Certified Support Professional 10.8 (ACSP)
    Apple
    Nov, 2013
    - Nov, 2024

Experience

  • Hamdan Bin Mohammed Smart University
    • United Arab Emirates
    • Higher Education
    • 100 - 200 Employee
    • Enterprise Technical Support Manager
      • Jun 2023 - Present

      Responsible for managing the team that provides technical support and technical training for staff, learners, and faculty. This role supervises the IT Service Desk with budgeting, planning, training, reporting, mentoring, and improving policies and procedures.

    • Senior IT Support Engineer
      • Jun 2016 - Jun 2023

      Responsible for providing high-quality technical support to the learners, staff, and faculty members. Also responsible for the administration of server application and providing technical training as needed.

    • IT Support Engineer
      • Jun 2013 - Jun 2016

      • Responsible to provide high-quality technical support to learners, staff, and faculty members within the university. • Provide technical support for physical / virtual classroom.• Provide technical support for various external/internal event that HBMSU may organize. • Install and initiate personal computer systems to various systems in organization.• Take ownership of IT issues, work with other IT units and staff to diagnose and solve more complex IT related issues.• Provide technical knowledge transfer to various stakeholder.• Escalate and follow up incidents to the appropriate units depending on the severity. • Log and follow up on submitted incidents and their detailed diagnoses on the helpdesk system.• Prioritize IT support request based on importance.• Document internal support process.• Monitor and maintain the audio / video system.• Maintain the hardware / software inventory.• Recommend improvement options. • Provide periodical analytic reports about reported incidents. • Document troubleshooting and problem resolution steps.• Participate in provide training to clients as required. Show less

  • Mashreq
    • United Arab Emirates
    • Banking
    • 700 & Above Employee
    • Management Trainee
      • Feb 2012 - Jun 2013

      Managing the Group Operational Risk Framework of Mashreq: • Primary responsibility to identify, monitor, analyze and support control of operational risk for the group. • Support the Business Units in identifying risks within their processes, assessing the effectiveness of the controls and identifying improvements, where required. • Ensure key operational risks identified are recorded and kept up to date on the Risk & Control Self-Assessment tool within the Operational Risk Management. • Operational risk analysis on risk assessment results and Ops risk data. • Ensuring operational risk assessments are carried out and completed across Mashreq. • Assisting the principle risk owners with the identification of key risk indicators in their business units. • Operational risk Mitigation and control tracking. • Risk Management policy documentation and implementation. • Prepare various reports summarizing operational results, financial performance (Loss Report) or other ad hoc reports as and when required by Head of Operational Risk. • Conduct training on Operational Risks to new users. • Create or administer awareness presentations or materials for trainings. • Attend professional meetings, read literature, and participate in training or other educational offerings to keep abreast of new developments and technologies related to Ops Risk. • In depth knowledge of all modules of ORM system i.e. Kalypto. • Conduct all user acceptance testing (UAT) of technical enhancements to ORM software. Show less

Education

  • Hamdan Bin Mohammed Smart University
    Master in Project Management, School of Business and Quality Management
    2017 - 2019
  • Zayed University
    Bachelor’s Degree, science of Information Technology in Networking and Security
    2006 - 2011

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