Mohammed Binasim

· Provide technical support for equipment by identifying optimal solutions and tools suited to the work environment, assisting employees through phone, in-person visits, or remote support programs.

· Offer training and technical assistance to staff at computerized testing centers.

· Develop and implement effective technical and software solutions that enhance workplace efficiency.

· Provide support for the administration of computerized and remote testing systems.

· Establish mechanisms and procedures for maintenance services, ensuring the availability of necessary technical supplies.

· Enhance the efficiency of technical support and maintenance services.

· Manage system access and adjust employee privileges based on work requirements.

· Handle service requests from employees, track and document them in the ticketing system, and ensure quick and modern solutions to maintain workflow efficiency.

· Develop problem-solving strategies, provide technical support, and offer expert advice.

· Perform on-site equipment maintenance and provide urgent replacements and support for computerized test centers when needed.

· Oversee the operation and maintenance of IT equipment and peripherals, including computers, printers, scanners, projectors, and display screens, ensuring compliance with maintenance policies.

· Implement security measures in collaboration with cybersecurity teams to protect technical assets.

· Ensure all systems remain updated and properly integrated into the domain network.

· Maintain and oversee videoconferencing systems, conference room equipment, sound systems, and projectors.

· Define technical specifications for procurement requests related to computers, accessories, and specialized electronic devices, aligning them with work requirements.

· Delivering a comprehensive service to enquiring customers

· Possibly delegating certain customer enquiries to specific teams

· Managing customers’ accounts

· Keeping a record of customer interaction and details of actions taken

· Communicating with internal teams to discuss sales targets.

· Managing the customer support Unit day-to-day functions.

· Reporting back on results

· Take ownership of customers issues and follow problems through to resolution.

· Develop service procedures, policies, and standards.

· Analyse statistics and compile accurate reports.

· Keep ahead of industry’s developments and apply best practices to areas of improvement.

· Control resources and utilise assets to achieve qualitative and quantitative targets.

· Adhere to and manage the approved budget.

· Maintain an orderly workflow according to priorities.

· Overseeing and evaluating the team's ongoing training efforts.

· Providing validate and updated information database to provide the best services to the beneficiaries.

· Establishing best practices throughout the technical support processes

· Develop work plans and mechanisms for technical support, smart services, and contribute to achieving management goals through supervision and follow-up.

· Overall operational work in the relevant operational plan.

· Determining the needs of technical programs and systems and working to develop them, as well as enhancing electronic linkage operations in accordance with the requirements of the smart government and the entity's strategy.

· Ensure the readiness, safety and security of all devices and technical operating systems and follow up their performance and maintenance.

· Ensuring the quality of providing technical support and support services to all organizational units.

· Effectively manage a team of technical support staff

· Train and develop team members.

· Ensure technical specification compliance for IT devices.

· Represent the technical team and report to management on a variety of metrics.

· Manage project resources.

· Ensure quality management compliance.

· Manage department budgets.

· Develop strong relationships with customers.

· Ensuring employee productivity, monitoring efficiency of all processes, and creating a positive work environment for employees.

· Monitoring the team’s work rate and address any performance issues. and working on improvements.

· Overall responsibility for IT equipment maintenance.

· Interacting with the Managers, duty supervisors, technicians, and other departments and identification any issues and solving.

· Troubleshooting and Installation all computer hardware and software’s.

· Antivirus Installing and Configuring.

· Setup and managing fingerprint devices.

· Troubleshooting cloud services with vendors.

· Configuring Active directory services (cloud-local) and all related issues.

· Setup a daily backup operation, by Networker Management Console.

· Working with VMware vSphere client to administrative VCE V-block Systems

· Troubleshooting issues with client services connectivity, response time, server performance

· Providing L1/L2 support on Microsoft Windows OS platforms Physical and Virtual Servers.

· Apply OS patches and upgrades on a regular basis.

· Administration and Troubleshooting of LAN/WAN Network

· Daily e-cloud systems support, incident and request ticket management, problem resolution and scheduled on call support after regular hours.

· Manage and maintain security policies for users and users, access privileges.

· Responsible for ensuring user activities are conducted in compliance with Information Technology policies, guidelines, procedures, work processes, and internal controls, and in alignment with Information Technology missions, goals, and strategies.

· Reporting direct to ITC Manager.

· Enhancing Workflow process.

· Organizing & preparing for outsourced support teams for conferences and work shops

· Manage and maintain security policies for users and users, access privileges.

· Coordinating with vendor to apply secondary active directory at EEC premises.

· Daily e-cloud systems support, incident and request ticket management, problem resolution and scheduled on call support after regular hours.

· Maintain inventory of company hardware and software.

· Continue to grow and enhance service level agreements.

· Ability to analyze data or statistics to manage the Help Desk SLA and SLO.

· Generate and organize custom reports for budget purposes through effective planning with prioritization process that reflects the company goals.

· Lead staff, including recruitment, supervision, assignments, and career development.

· Analyzing Government RFPs to determine requirements for proposals.

· Collaborate with integration team between EEC and Qiyas to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.

· Stays on technology trends, identifies technologies that can innovate and transform IT Services.

· Oversee the vision of ITC manager, direction, and support of all IT infrastructure and support staff that reflects the EEC goals.

· Provide frontline support.

· Installing, managing, repairing, and troubleshooting computers, servers, and printers

· Setup and securing wireless router for Wi-Fi internet connection.

· Setup network printers and print server

· Procurement of IT hardware, software, and maintenance products & services.

· Setup and managing fingerprint devices.

· Troubleshooting cloud services with vendors.

· Design all related IT infrastructure aspects (hardware, network, server, storage, telephony, and database management) in order to facilitate the efficiency of operations.

· Supervising Datacentre, network, and infrastructure project progress.

· Active Directory (creating accounts, groups, managing user’s permissions and computers)

· Handling new PCs, laptops, and server tasks

· Responds to Service Desk referrals of end-user requests for help solving PC hardware, software issues.

· Install, upgrade, support and troubleshoot network printers and other authorized peripheral devices.

· Provide technical support to end users via phone, email and remotely.

· Work with other IT team members regarding new branch builds and upgrades.

· Arrange, manage and work with vendors to analyze and troubleshoot technical issues.

· Data center support service and management

· Install, configure, and support server, networking, and security equipment.

· Provide monthly maintenance reports (datacenter air-condition, UPS)

· Take operational responsibility (patching, updating, monitoring, health assessment) for networking/security equipment and servers in the domain.

· Implement and manage enterprise application operation and support its related processes.

· Participate in an off hours on-call rotation.

· Monitoring all network devices

· Monitoring all productions servers

· Provide technical support for customers via phone and email.

· Identify and analysis issues and categorization and prioritization of incident.

· Providing higher level of satisfaction to the clients/customers

· Troubleshooting application servers (jboss)

· Follow different tickets with our partners.

· Follow-up tasks transfer to helpdesk.

· Assist Help Desk team leader and take care of all administrative tasks.

· Shift Coordinator and provide training to new staff in unit.

· Problem analysis

· Ticket escalation to administrative levels

· Monitor IVR System queue to ensure SLA guideline are met with no violations

· Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

· Manage issue escalations to prompt satisfactory outcome.

· Participate on the senior management meetings put forward suggestions on the improvement, changes, and trends.

· Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

· Check daily backup on sun Solaris & AIX operating system.

· Check availability space for data files on servers.

· Monitoring all production servers

Generate Reports about servers’ state