Experience

Injazat

• United Arab Emirates
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Business Analyst

  • Mar 2023 - Present



LTI - Larsen & Toubro Infotech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Information Analyst

  • Mar 2021 - Mar 2023



Injazat

• United Arab Emirates
• IT Services and IT Consulting
• 700 & Above Employee

• Information Analyst

  • Jan 2020 - Mar 2021

  Issues identification and resolutions through ticketing system (HP View system).• Incident and request classification • Design and validate complete architecture of solution• Customers satisfactions through guidance and feedback• Periodic Reporting to the management• Coordination and monitoring of tasks assigned to the technical teams. • Involvement in various workshops when new applications are made live to be equipped with knowledge.• Extensive involvement in the requirements gathering and documentation• Validating end-to-end solution with DOH IT policies and compliance• Coordinating between business and vendor

• Service desk experienced

  • May 2015 - Dec 2019

  Serve as a single point of contact between IT Services and users reaching the Service Desk via phone or email- Provide first line support to users by offering required requests, and restoration of service by taking the user through troubleshooting steps over the phone** Remote Desktop Management Scope: - Provide remote diagnostics using remote desktop tools in order to have a better view of the problem if required and take corrective action as defined by the SLA- Troubleshoot application related problems, windows\user profile issues, hardware faults and basic network problems- Install new software releases, system upgrades, evaluate and install patches and resolve software related problems- Install hardware and basic hardware troubleshooting- MS Outlook, Webmail and Active Directory support- Create, modify, disable users\groups in the active directory- Email configuration, forwarding and other Exchange related tasks- Oracle HRMS account creation\modification- Escalate unsolved issues to the appropriate assignment group using different ticketing tools including HPSM. Make sure accurate information is provided in the ticket- Identify and escalate situations requiring urgent attention- Notifying and liaising with resolution groups (including Incident & Problem Management) of all critical and major impact cases- Quality assurance and reaching user’s back for their feedback and suggestions- Adhere to all established call handling policies and procedures- Adhere to ITIL framework, principles and best practices-Installation and configuration of network Printers.-Providing support in Microsoft Office Packages.-Providing support in ORACLE HRMS (create accounts, add responsibility , reset password, active and inactive accounts, Modify workflow) and answering questions related to the product.Redirect cases as needed-Worked at client site as backup fill Clients : ENEC , ADGM-INJAZAT HPSM ADMIN and ADGM HPSM ADMIN



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• CAFM Engineering - IT administrator

  • Jan 2012 - Apr 2015

  • Provide assistance to customers, clients, visitors and associates who approach the helpdesk and make certain their doubts and queries are solved satisfactorily (facilities management complaints) in different projects : ZU university , PSUAD university , NYUAD university ,ALDAR,ALDAR HQ,SSQ • Maintain visitor log-book and make note of the names, timings, purpose and relevant authority's name in the log book • Prepare records of the events taking place in the trade center along with details such as the nature, authorities and timings etc • Handed out work assignments and scheduled shifts. • Trained team staff members. • Worked with IT team to prepare and review analysis reports and customer complaints reports • PDA problems solving. • Fast and efficient handling of queries with tenants and clients insuring that high level of service is maintained internal and external. • Responsibility to ensure that the Escalation Matrix is followed, in order to ensure that the correct procedures are followed as well. • Provided technical assistance and support to project managers,classified and analyzed problems • Managed project development stages including cost estimation. (PO & invoice / proposals ) • Handling petty CASH



John Buck International

• Commercial Real Estate
• 1 - 100 Employee

• Help Desk Analyst

  • Oct 2011 - Dec 2011