Senior System Analyst

• Sep 2019 - Present

Technical Support Manager

• Dec 2005 - Sep 2019

Facilitating compliant access for 6000 User’s with Applications & Infrastructure users in Al Fanar Group SAP environment --> Riyadh KSA. - SLA Escalations process throw SAP ITSM (IRT-MPT) time limit - SAP ITSM SLA All Alfanar Support Task - Forwarding to BOD Feedback weekly & monthly Reports (KPI) Key Performance indicator, (KGI) Key goal indicator - Development of staff to help deliver excellent customer service experience. - Solving and investigating customer’s long-standing or complex problems passed on by the Customer Satisfaction and Recovery Team. Carry out trend analysis of the feedback and implement processes to address any issues identified. - Ensure that regular operational reviews are held with the Service Desk team and customers; attend the reviews that are appropriate - Ensure to practice IT asset management inclusive of component inventory maintenance and associated documentation - Supervise data center group and lead, direct and utilize knowledge on best practices in area related to infrastructure. - Manage and establish priorities for maintenance, design, development and analysis of entire infrastructure systems inclusive of LANs, WANs, internet, security and wireless implementations. - Negotiate with outsourcers, vendors and contractors for infrastructure-specific products and services secure. - Our Team Providing level1 & level2 support to End users.