Experience

Dubai Culture & Arts Authority

• United Arab Emirates
• Government Administration
• 100 - 200 Employee

• Senior System Engineer

  • Jan 2016 - Present

  •Analyzed workflow, established priorities, developed standards and set deadlines. •Assigned and reviewed work of systems analysts, programmers and other computer-related workers. •Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, Ivanti ITSM Platform, etc. •Prepared and reviewed operational reports and project progress reports. •8+ years' experience in ITSM with progressive responsibilities * Technical development experience in Remedy, Ivanti management * Experience working with API integration / development * ITIL V3 •Analyze customer needs and software requirements to design a solution fulfilling customer needs. •Design, develop and modify software. •Develop solutions to fulfill business requirements. •Develop integration points to third party solutions •Modify existing software to correct errors, improve its performance, enhance the implementation or tune to customer requirement. •Consult customers about software system design and maintenance. •Significant experience working within the ITIL Framework with formal Service Management to include but not limited to: Incident Management Problem Management Change Management Asset Management Configuration Management (CMDB) Capacity Management Service Catalog •Implementation of IT Service Management Tools and SLAs (Service Level Agreements) – Ivanti Software and CMDB databases and Cis Experience creating, documenting and disseminating IT processes •Operates with a strong sense of urgency ensuring that the operationalized ITSM processes and functions add value to all stakeholders, with respect to the delivery, management, and consumption of those services •Surveys to gather periodic customer feedback on a consistent basis. Show less



Roads and Transport Authority

• United Arab Emirates
• Government Administration
• 700 & Above Employee

• System Support Engineer

  • Oct 2013 - Dec 2016

  •User data backup, transfer and recovery •Active directory users and computers operations •Anti-virus software updates installation, troubleshooting and Maintenance •Working with BMC service desk utility to document user incidents and requests •Maintaining Required SLAs, documentation and reporting on daily basis •Conferred with engineers and designers to investigate and solve failure issues •Worked to create safe, low-cost and dependable designs •Educated equipment operators on proper use of equipment. •Configured servers to meet functional specifications. •Developed application-specific software to meet project requirements. •Used manual and automated tools to analyze and predict system performance under different operating conditions. •Communicated project information through presentations, technical reports and white papers. •Trained users in system operation and basic maintenance. •Documented design specifications and installation instructions for company-wide use. •Evaluated system architecture to verify security and scalability. •Provided advice on project costs, design concepts and design changes. •Provided technical guidance in support of system development and troubleshooting. •Oversaw software and hardware installations and updates. •Tested and verified software patches to restore or enhance system performance. •Developed system-engineering, software engineering, system integration and distributed system architectures. •Collaborated with engineers and software developers to select appropriate design solutions and ensured compatibility of system components. •Selected hardware and software components required to meet user needs. •Conducted hardware and software tests. •Defined and analyzed objectives, scope, issues and organizational impact of information systems. •Maintained existing hardware and software with scheduled updates and patches. •Communicated with staff and clients to understand specific system requirements Show less



Dubai Health Authority

• United Arab Emirates
• Hospitals and Health Care
• 700 & Above Employee

• System Administrator

  • Feb 2010 - Aug 2014

  • Recommended changes to improve systems and network configurations and determine hardware and software requirements related to such changes. • Analyzed equipment performance records to determine need for repair and replacement. • Conferred with network users to resolve existing system problems. • Provided technical support for voice services and equipment, such as private branch exchange, voice mail system and telecom system. • Researched new technologies by attending seminars, reading trade articles, or taking classes. • Maintained inventory of parts for emergency repairs. • Performed preventive maintenance, backup and recovery procedures. • Communicated with telecommunications vendors to obtain pricing and technical specifications for available hardware, software and services. • Prepared system activity and performance reports. • Reviewed and evaluated requests from engineers, managers and technicians for system modifications. • Implemented system renovation projects in collaboration with technical staff, engineering consultants, installers and vendors. • Inspected sites to determine physical configuration, such as device locations and conduit pathways. • Documented system events to facilitate continuous functioning. • Diagnosed, troubleshooted and resolved hardware, software and other network and system problems. • Performed data backups and disaster recovery operations. • Coordinatedwith vendors and company personnel to facilitate purchases. • Configured email applications or virus protection software. • Provided appropriate permissions to users in accessing files and databases. • Processed and reviewed problem tickets with company ticketing system to troubleshoot and resolve issues. • Managed user accounts and group policies, folder access and security settings with active directory. • Upgraded system software and hardware components to meet specific business needs. • Implemented management tools used to support systems and network devices Show less



ajman police head quarter

• United Arab Emirates
• Government Administration
• 1 - 100 Employee

• IT technical onsite engineer

  • Jun 2009 - Dec 2009

  Responsible for diagnosing & resolving hardware, software & end users problems. Acting as the first point of contact for all IT & technical queries. Investigate specialist and complex IT support issues. Configuring and managing backup & restore procedures Communicating with third party technical specialists. Maintain records of the equipment and systems replaced and provide details to the Research and Development team. In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office up to Office 20. Show less