JAFAR ALIBRAHIM

• Supervised and managed daily work activities of 7 IT Helpdesk staff.
• Attended service liaison meetings with customer representatives to raise awareness and update policies and strategies.
• Utilised VOIP software to communicate with customers.
• Practised confidentiality with sensitive customer information to protect privacy.
• Tracked team performance to provide feedback and status reports to management.
• Reset passwords of customers to provide data protection.
• Identified skills and performance gaps to provide resources and additional training.
• Scheduled upgrades and configuration to align management information systems.
• Utilised ticketing system to track timeline and resolution of problems.
• Implemented guidelines and procedures to support IT department.
• Researched latest information to stay abreast with trends.
• Observed performance of hardware and software to maintain functionality and reliability.
• Set team goals to define performance and productivity.
• Coordinated and managed daily work activities of ICT help desk staff to monitor compliance.
• Provide customer feedback to internal teams and developers to improve products and services.
• Facilitated high-quality service desk operations, applying best practice methods aligning with ITIL framework.
• Trained and mentored support staff to provide exceptional customer service and swift resolution.
• Efficiently onboarded multi customers in Multi-software over period.

• Control Company assets
• Budget control
• Manage Aramco project
• SSL-VPN connectivity leased for Aramco site
• SharePoint
• OneDrive
• Building Employee performance in Power Automate
• Building email request flow in Power Automate

• Supervised IT team of to maintain, install and update systems in line with needs.
• Implemented hardware and software.
• Examined strategies and operations to gauge knowledge program usage and return-on-investment.
• Contacted users to identify and collect requirements.
• Established structures and distribution policies, facilitating information extraction and exploitation.
• Identified organizational strengths and weaknesses for strategy development and planning purposes.
• Instructed and guided staff in achieving project and business goals.
• Organised information using systematic methods, facilitating processing and comprehension.
• Applied migration and conversion methods to transfer data between formats, storage and computer systems.

• Conducted effective IT support service training for 1400 employees, leading to improved operational efficiency.
• Monitored site security to ensure equipment and workstations met agreed requirements.
• Provided timely and professional support across hardware and software issues for 1400+ end users.
• Led data migration to updated domains, improving network traffic performance.
• Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
• Solved interruptions in machines and equipment through collaborations with internal and external third parties.
• Troubleshot operating systems, hardware and software problems to identify root causes.
• Installed PAN and WLAN networks at remote locations.
• Employed speedy diagnosis techniques across software issues, achieving outstanding First Time Resolution rates.

• Evaluated marketing campaigns using key metrics and performance indicators, enhancing future propositions.

• Implemented integration of hardware and software modules and components.
• Troubleshot and repaired telephone, video conferencing and voicemail systems.
• Resolved user problems using ICT support tools and methods.
• Updated basic and integrated software in devices, network components and embedded systems.
• Managed calls during voice over Internet Protocol (VoIP) session for security and quality.