IT Analyst
Qatar Investment Authority
Total years of experience :18 years, 6 Months
- Served as QIA Subscriptions Focal Point for 3 years and managed 28 subscriptions (Bloomberg, Thomson Reuters, Moodys, S&P, Factset, and others).
- Achieved annual savings of $220, 000 in Subscriptions contracts by renegotiations.
- Successfully delivered more than 20 Tenders of IT Hardware & Consumables apart from Major upgrades of the CEO Office and Boardroom.
- Installation, configuration, troubleshooting and support of Sophis, Eagle, CiscoAnyconnect, Citrix, Alternative Soft & ThinkCell.
- Creation and Modification of Accounts in AD, Mailboxes in ECP and permissions in File Servers.
- Troubleshot and assisted over 500 users with various applications issues, along with PC/laptop, printer, and network issues.
- Administrator of HP Web Jetadmin, updating Firmware of over 250 Printers.
- Completed Migration and upgrade projects of Windows 10 and MS Office 365 from previous versions.
Managed and improved Service Desk operations. Conducted Physical Asset Verification across Qatar Steel twice annually.Reported weekly performance evaluation of IT Support Technicians to Services Management.Additional responsibilities included handling Planned Projects, ERP Useraccounts in Oracle E-Business Suite, Service Desk Tool Maintenance and IT Support Technicians shift rotations.
• Budgeted and Controlled the Computer Consumables on monthly basis.
• Managed and maintained the Service Desk Application.
• Ensured the support calls / requests are logged accurately.
• Closely monitored and followed up on the pending requests with IT Support Technicians and updated status to business users.
• Worked closely with users / IT Support Technicians to close support calls within SLA.
• Managed and maintained IT assets and updated the CMDB.
• Produced periodic reports of Service Desk analysis and recommended improvement plans.
• Followed/Improvised the processes within IT and maintain confidentiality.
• Escalated to Service manager on SLA violations or any policy violations.
Providing technical software, hardware and network problem solution to internal and external employees of ABA.Handled L1 support via phone, email and TechExcel system.Resolve all L1 end-user problems over the phone/remotely and passing more complex end-user problems on to Support Engineers for L2 support and contacting third-party vendors for warranty service repair.Performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment;clearly communicate technical solutions in a user-friendly, professional manner.
• Maintained DELL part orders for ABATS SLAs.
• Improvised numerous HelpDesk processes for better practices.
• Created and coordinated on-call schedule for after office hours.
• Providing on job training to new HelpDesk members.
Directly supervised Help Desk support and carried out supervisory responsibilities in accordance with the policies. Planned, assigned, and directed work; appraisal of performance; rewarding and disciplining employees; addressing complaints and resolving problems. Measured and reported on Help Desk performance daily, weekly and monthly to Manager. Ensured all service level agreements are met. Created long-term strategies for growth and maintenance of Help Desk department, and made recommendations to upper management. Assisted team in resolution of issues submitted to the Help Desk. Responsibilities also included interviewing, hiring, and training of Help Desk staff.
Coordinated all functions with Sales team using SAP and web based tools for Logistics execution.SAP Module Sales and Distribution Resolved with vendors/partners to facilitate returns/ new businesses opportunities.Involved in order management, billing, shipping, pricing, commissions, tax/output/account/partner determination, credit management, product proposals, and picking and packing.
Managed the operations of a team of 10 CSRs to achieve the sales targets.Contributed for.Handled HR-related activities including the initial hiring and selecting process of CSRs, conducting appraisals, and promotions. Resolved agents problem and weakness by working closing with them. Managed the floor adherence to schedule. Communicated and remained a focal point of dissemination of information from management to team and vice versa.