Dubai, United Arab Emirates
Dear Sir / Madame; Greetings! I’m a Bachelor Degree Graduate, Major in Computer Engineering having more than 20 years in UAE and 5 years in Kentucky, Lexington USA, a total of 25 years extensive working experience in the field of IT Management, Business System Analyst, IT Security, Network Administration, Server Maintenance, Customer Services/Support (Internal and External Clients), People Management, IT Solutions and Services / IT Helpdesk and Technical Support, Project Management (Software / Hardware Development and Business Development), Project Coordinator (Planning and Account Management), Asset Management, ITIL Framework and Principles. I aspire to progress and develop my career to your prestigious and growing company where I can establish a remarkable legacy of my career as I have acquired in UAE/USA/Philippines Major Business entities. I consider that my acquired skills in USA and also in UAE are viable and competitive for the growth of your company’s success. I was one of the first 14 Pioneering Employees who develops the integrity and success of the Lexmark R&D Corporation in Cebu , Philippines and Kentucky Lexington USA. My experience in hardware and software within the Lexmark industries are my advantage that I can surely deliver at my utmost expertise towards customer services project management. In addition to my experience in Service Deliveries / Customer Focus and Satisfaction / Up-to-date procedures according to ITIL principles and ITSM procedures. Profound knowledge in maintaining IT infrastructure operations and in-depth knowledge of 2003/2008 servers, Terminal Server (Citrix), Firewall, Routers, Wireless Intranet, WAN / LAN setup including CCTV. Hands-on experience in VERITAS software for backups and disaster recovery setups; and sound knowledge of Microsoft products - Anti-virus, Exchange Server, ISA Server and Office Support.
More than 20 years of extensive experience
• Main and vocal point of contact with regards to Service Desk Support, New User, Global IT related services, and New IT Business Development related projects. • Handling All IT requirements for Ajman / Dubai / Abu Dhabi – Alliance Foods Company • Maintain and Manage Hosted Services and Data Centre in Ajman to ensure business requirements of the group has been complied in accordance to IT policy and standards. • Maintaining SLA and support for other business groups for ERP Applications (ORION) and Maintaining Business Process ensuring process owners are updated with any changes on operation workflow. • Managing Business relationship to all Business Unit Head and Contractors for the Manufacturing, Farm, Hospitality and Construction in relation to IT infrastructure and IT Governance across projects. • Handles all IT Project Related from UAE Companies(MS Dynamics / Citrix / VPN / Service Desk Support) Achievements / Highlights of Career: • Achieved to Setup Dubai Office from ground zero to working office with Wireless and network connections • Achieved to Setup Wireless Video Conference. • Achieved to maintain and support UAE offices in spite of the distance to the main office. • Maintain and up to date Knowledge base for the Service Desk. • Created Standard Templates used by Service Desk support for all BU. • Secure the Internet speed with Etisalat and implement a bigger range for the Office Wireless • Support offices in UAE for Technical issues for day to day operations • Stabilize the network administration and server cabling. • Complete revamp on Cisco telephony to ensure that new policies has been applied. • Promoted on April 2014 as Head of IT from IT Manager Position after 6 months of joining. • Strategic plan Group IT Policy and Applications such as ORION. • Strategic Implementation of Printer Solution for AFC Companies • Maintaining the Website and Social Media for www.asmak.biz and ASMAK Brands • Implementation of Investor Relations with EUROLAND for ASMAK
• Handles all IT Project Related from Houston IT (Deployment / Implementation and Support / Integration and Testing) • Manage and support all IT related services for Dubai Office / Riyadh Office and Hong Kong Office including Beijing, China Office including users who are frequently out of the country or as remote users. • Handle daily support for Avaya as our telephone system and Office application support such as MS office 2003 and 2007, 2010. Including Custom application which is TimeTrax, MacPac, and Filesite/ Worksite as our Storage solution. • In-charge on disaster recovery and system shutdown and Data Center cooling system. • Install all approve patches to update and setup server upgrades for Riyadh and Dubai Offices • Maintain and troubleshoot AVAYA telephone and Coordinate with the Third Party Support to ensure the business operations are all up and running without downtime. • Administrate all Users Telephony Profile from creating to deleting the user account. • Administrate Active directory for password assistance and coordinates with Houston for exchange assistance. • 3 days Machine Rollout for Dubai and Riyadh (Total 35 users) in Win 7 OS and Office 2010 • Supported as IT Consultant to a Major Power and Energy / Oil and Gas Client for Fulbright. • Resolves all issue in 64 bit environment by ensuring all printer drivers are updated to support win 7. • Achieved to maintain and support three offices in spite of the time differences (Dubai / Riyadh / Hong Kong / China) • 1 day migration of Dubai and Riyadh Offices for Office 2007 including basic training on Office application. • Created a New Hire Support and Training for Dubai and Riyadh Users and Assist London, Hongkong and Beijing Users • Maintained Office Emergency preparedness and as a First Aid Warden and Fire Warden in spite of current support loads • Successfully installed the new AVAMAR Server with minimal assistance from Houston for both Riyadh and Dubai Offices.
• Critical Incidents are handled within 4 hours and ensure all communications, fixes and analysis are all reported with concise detailed information. • Maintain a user support service during business hours that is 24 /7 Service Support and Deliveries including Ports and Terminal Operations. • Ensure all requests and incidents are logged and handled appropriately according to agreed SLA levels (compliance with ITC ITIL procedures and policy). Ensuring Charge back are applied. • Carry out bug fixes and develop technical solutions to incidents handled through the service desk for more improvement of First Line support and resolution. Includes Hardwar and Software support such as Printers / Faxes Business Machines / Business Applications / Office Applications / and Network Troubleshooting. • Maintain the desk instructions for systems applications & ensuring documentation provided by developers is adequate and to date. • Liaise with Account Managers to action Demand and Change request for proper channel and concise procedures to be applied or requires updating when necessary. • Responsible for IT Service Desk performance review and staff development / training / promotions. Provide in-house training on system application and consultancy services to enable users to manage their own data as well as basic troubleshooting. • Report to management with statistical evaluation of support service of all BU and provide vital info during Team meetings. • Achieved to maintain One Day resolution and 90% service support for all BU • Able to manage the deliveries within the 8 business hours and 4 business hours for critical issues • Created basic support on MS Offices / Blackberry Support / Printer Troubleshooting / and Operating System Support • Maintain and up to date Knowledge base for the Service Desk • Created Standard Templates used by Service Desk support for all BU. • Successfully maintained a below 10 second ASA and below 5% Abandoned Calls
- Assists in the planning and implementation of additions, deletions and major modifications to the supporting infrastructure (hardware). - Implements network security at all levels as established by Security Policy. - Oversees the administration and maintenance of all infrastructures, and directs the team in these areas. - Oversees the administration of the WAN. - Determine a competent partner and outsource consultants in each project. Telephony - Manages and develops upgrades for the telephone system (Avaya). Includes Troubleshooting and adding new features. - Oversees all telephone changes, including routing for seating/desks Internal Systems (including e-mail, MS Office products, GIS Status Quo, Hosted EDMS, Collaborative PPM, MS Dynamics GP, Oracle Business Suite) - Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary. - Works with project teams to develop and implement business systems and proprietary software as required. System & Server Management - Handles and Maintain server performance for Exchange, Domain Controller, Active Directory, File and Print Server, and Backup Servers. - Coordinates with contractors for optimization work and new implementations. - Creates Service level agreements and other service contracts and Implementation of ITIL principles Service Desk Administration - Administrate the helpdesk operation within organization to record and prioritize all IT requests. - Provide ample reports in concise and clear manner for all incident and service requests. - Assign and delegate issues in timely manner according to standards and policies. - Initiates and implement Helpdesk solution within the Services Desk methodology in line to ITIL Principles - Conduct reports for Problem Management, Configuration Management, Change and Release Managements.