Mohammed Hassan Alkhalifah

My key responsibilities:

o Handle computer labs software installation and OS issues troubleshooting - 6 computer labs, 150 workstations total -.
o Prepare and configure laptops for teaching and admin staff ( OS installation, productivity application installation, remote support tools installation, Joining Azure active directory domain,..etc,).
o Provide technical support regarding E-Learning tools ( smart boards, E-Podium system, MS teams application, ..etc,)
o Follow up with contractors regarding hardware and software issues if required

My key responsibilities:

o Dealing with end users' issues through a ticketing system and following up until issues get resolved.
o Resolving connectivity issues and setting up network information throughout hospital subnets and buildings.
o Handle Windows OS installation procedures (installation, upgrading, basic productivity applications installation, peripheral devices installation).
o Handling printers configurations and sharing settings.
o Windows server installation and basic configurations (Domain join, Remote connection, ..).

My key responsibilities:

o Work closely with the customer representative to understand technical issues.
o Handle Windows OS complete installation procedures (installation, upgrading, basic productivity applications installation, peripherals devices installation).

My key responsibilities:

o Receive customer issues, feedback, and queries through different channels (Email, Phone Calls, and WhatsApp) and register them in the ticketing system ( Jira ticketing system application).
o Work closely and follow up with the software development team and the customer until the issue gets resolved according to SLA.
o Check software solutions (desktop and mobile platforms) thoroughly throughout the software lifecycle to make sure they are bugs-free before production deployment.
o Transfer technical knowledge to project resident support engineers when it is required.
o Create user manuals for software solutions.
o Resolve 1st-level customer issues using remote desktop technologies (RDP, Team Viewer, and Any Desk).
o Support software development team regarding customer site visits to deploy new software releases and prepare site reports as references.
o Prepare and communicate support ticket reports with the IT service delivery manager.
o Responsible for preparing live demo infrastructure and equipment inside customer environments.
o Participate in determining the root cause for service failure and support escalation.
o Apply preventive maintenance periodically on infrastructure devices to make sure services are up and running.