Ihab Alia

• Guided organizational technology strategy and roadmaps.
• Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
• Coordinated technical training and personal development classes for staff members.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Managed network and system performance, conducting troubleshooting, security patching and maintenance.
• Maintain high performing service support functions infrastructure, Project management, Incident , change management, and asset management.
• Owner of Incident, Request, Change and escalation processes, Ensuring high levels in performance in these processes, accurate reporting and establishing service improvement activities when required.
• Monitor, control and support service delivery (More than 2000 users) to ensure systems, methodologies and procedures are in place and followed.
• Be accountable for quality of service and performance, ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive Internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Understood key product management roadmap objectives and requirements to develop product technology strategy.
• Ensure regular priority reviews with IT regional management team to ensure correct correct focus on work programs and projects are maintained.
• Provide oversight into all project and task initiation analysis phases that can include business case / benefits assessment, success metrics, statement of work scoping, team formation and structure, cost and time scheduling estimation.
• Responsible for all allocated project budget. Performs required financial reviews including monthly accruals and capitalization reports with respect to project activity.
• Track and monitor regional project Budget and schedules.
• Attend & provide advise / decisions at vendor partner regular inflight service request review meeting (e.g. Aramco, other clients,.. etc)

· Domain Administrator. Windows server IIS 7.0, DNS, DHCP, RAS, User & Server management, Windows XP/Vista/Windows 7. Exchange Server2007 for small size business (40 Users).

· Configuring and maintaining HP proliant DL360 G6 & DL 680 G6 Servers, Cisco 4400 Series Wireless Controllers, Cisco 7800 Series Call Managers, Cisco 2800 Series Voice Gateways, Catalyst 4503 Series Core Switches, and Catalyst 3750 switches and routers.

· Installing and configuring more than 50 workstations / Laptops while providing IT support to all end users to ensure efficient system usage.

· Opera PMS V.5.0, Micros POS 3700 V4.4, VingCard door lock system V.5.5, Bayan Payroll & Personnel / Time attendance V.10.5 ,Sun system V4.3, Materials Control V. 8.6 .

· Network Administrator. Extend wired and establish wireless network Catalyst 3750 routers and Catalyst 3750 switches and Cisco access points, with documenting whole network.

· Manage relationship with suppliers /vendors, evaluating systematic solutions.

· Maintaining full documentation and log IT Resources/Network, Peripherals/ Telecommunication Resources User Issues / Software Licenses.

· Maintain periodically reporting for the HOD and GM.

· Using IT troubleshooting web applications to improve the technical support for users and guests.

· HRM Bayan System Installation & Opera PMS 5.0 Installation, Remote Access Manager V.1.5 Installation.

· VingCard Door Lock system Installation & Materials Control 8.6 Installation.

· Sun System 4.3 Installation & Micros 9700 Installation & Call Accounting Systems& Tiger TMS 4.9 & IP Connect Lite Installation.

• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Responsible for implementing and maintaining system security and configurations for company servers while providing IT support, to include planning, software and hardware configuration to staff of 11 end-users.
• Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment modifications to existing systems.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assigned system permissions and set up computers to assist with onboarding new employees
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Delivered onsite technical support for 50 employees.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Used ticketing systems to manage and process support actions and requests.
• Monitored systems in operation and quickly troubleshot errors.