Omar A. Othman

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Used ticketing systems to manage and process support actions and requests.
• Provided on-call support for critical issues related to Core systems.
• Documented support interactions for future reference.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Followed up with end users to verify optimal customer satisfaction following support engagement and problem resolution.
• Managed help desk consisting of 7 employees and conducted performance evaluations.
• Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.

Team Management:
Assign daily tasks to Service Desk Analysts and Senior Analysts.
Oversee and manage monthly shift schedules, including annual vacations.
Conduct half-yearly and yearly evaluations of the Service Desk team.

Operational Oversight:
Monitor the lifecycle of all escalated incidents and requests to ensure no SLA breaches.
Manage Service Desk daily operations and ensure the quality of received calls.
Coordinate and oversee first-level support for IT services, including troubleshooting, inquiries, incidents, and requests.

Collaboration & Reporting:
Collaborate with IT and business units on projects for system enhancements, upgrades, and new implementations.
Provide daily incident reports on "Interruption incidents" to key stakeholders including COO, CIO, and department managers.
Offer on-demand incident reports to management, IT compliance, audit, risk, and external bodies.
Act as a bridge between the Business and IT Division, ensuring seamless communication and support.

Policy & Procedure Management:
Update and maintain the Service Desk's policies and procedures.
Manage and monitor Service Desk SLAs.

Project Participation:
Get involved in IT and business projects to ensure Service Desk requirements are met.
Participate in or create Change Requests (CRs) relevant to Service Desk projects.

Issue Resolution & Escalation:
Ensure incidents are checked, resolved, or escalated to 2nd level support when necessary.
Delegate incident tickets and requests to appropriate 2nd Level Support teams.

Knowledge Sharing & Development:
Share knowledge, troubleshooting techniques, and expertise with colleagues.
Follow up on breached incidents and escalate issues to relevant management teams.

Additional Duties:
Take on delegated tasks as assigned by the Senior Manager of Technical Support.

Customer Service & Communication:
Operate the Service Desk system, ensuring first-point-of-contact user support.
Maintain a high level of customer service, ensuring timely and effective communication with users.

Technical Support:
Offer advice and operational support to users on various operating systems and applications.
Assist in the support and maintenance of user hardware and software, ensuring optimal performance and troubleshooting issues as they arise.

Inventory & Licensing Management:
Aid in the deployment, inventory, and licensing processes for user hardware and software, ensuring organizational compliance and efficiency.

Project Participation:
Take part in projects as delegated by management, ensuring active participation and consistent feedback throughout the project life cycle.

Continuous Learning:
Stay up-to-date with the latest trends, tools, and best practices in Information Services (IS) support to provide informed and effective assistance to users.

Miscellaneous Duties:
Perform other duties as directed, within the scope of competence and training.

Skilled in providing end-to-end technical assistance across various communication channels. Proficient in diagnosing and resolving hardware and software challenges, utilizing extensive information resources. Adheres strictly to established help desk protocols, ensuring accurate logging and administration within the help desk software. Committed to delivering full-issue resolutions and efficiently redirecting concerns to the appropriate resources. Proactive in identifying urgent issues and escalating them as needed while keeping management informed of recurring challenges to enhance system reliability.

In my role as an Administrative/Executive Assistant, I took charge of the daily operational activities of the office, ensuring streamlined processes and effective organization. Key duties included meticulous record-keeping, scheduling, and coordinating meetings. Additionally, I applied my technical acumen to manage IT needs, which entailed troubleshooting, PC maintenance, and configuring new systems tailored to employee roles. This hands-on experience not only honed my technical skills but also deepened my understanding of real-world office dynamics, emphasizing the criticality of aligning software and hardware solutions with employee requirements.

• Performed troubleshooting to correct computer hardware and software malfunctions.
• Conducted thorough testing of newly-installed hardware components to ensure compatibility with existing systems.
• Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
• Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Enhanced system performance by conducting regular software and hardware updates.
• Linked computers to network and peripheral equipment.
• Recommended new and replacement hardware and software purchases.
• Performed routine maintenance on computer systems, ensuring optimal performance and extending the life of equipment.
• Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.