Ahmed Al Hadithi
IT Service Engineer
Abu Dhabi,AD
Summary
Results Driven and customer focused well organized IT Engineer who combines hands on experience. Reputation for solving problems with creativity and out-of-the-box solutions. Extensive knowledge of applications, integration, hardware, and quality testing. Excellent in team building, communication, and interpersonal skills.
Overview
2
2
Languages
1
1
Certification
4
4
years of post-secondary education
5
5
years of professional experience
Work History
IT Service Engineer
ADNOC Gas Processing
Abu Dhabi
12.2019 - Current
- Troubleshooting PC`s/Laptop`s, Printers, and other computer peripherals across ADNOC Gas processing
- Installation & Maintenance of Network MFP Printers/Plotters/Scanners
- L1 Administration of Office 365 Management portal.
- Citrix VDI/VDA support, troubleshooting, agent installation and PC binding.
- SAP/Oracle l2 Support
- Experienced in AD operations, Creating/Modifying/Unlocking user accounts / & Quarterly housekeeping.
- Participate with 3rd parties in the developing and maintaining service level agreements
- Responsible for the effective escalation in cases where the incident resolution progress is being hindered/stalled in any way
- Identify systems/IT Equipment’s which are nearing end of life and refresh in phased manner
- Experience in SCCM end point management, pushing app installs/updates to user PCs, manage monitoring and reporting on SCCM.
- Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
- Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems. Incidents and service calls
- Monthly review of Service calls raised and doing the RCA for most common issues raised on IT service now portal
- All other duties as assigned.
System Administrator
MDS Technical Services
Abu Dhabi
12.2017 - 09.2019
- IVANTI ITSM Training.
- Worked and trained on building, maintaining, and customizing ITSM from the ground up to deploy for use by MDS TS instead of HPSM.
- Incident management workflow design - Request management workflow design - Problem & Release management workflow design - Service level management (SLA) implementation - Project management workflow design Personal Details.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for 200+ employees.
- Fielded average of 150 inbound phone calls to deliver effective support and remotely resolve service issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers with product selection based on stated needs, proposed use and budget.
IT Support Specialist
MDS Technical Services.
Abu Dhabi
12.2017 - 09.2019
- Support and provide superior service via phones, e-mails as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
- Answer inbound calls and respond to customer requests to ensure customer satisfaction.
- Provide quality, efficient, and non-judgmental telephone customer service to internal and external customers.
- Maintain the agreed on the average handling time as
defined by call center Management guidelines to ensure ease of accessibility and maintain the agreed-on service level agreements. - Processed over 400 support requests weekly for technical assistance on wide range of issues related to iOS and MAC.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Educated customers on company systems, form completion, and access to services.
IT Support Engineer
ADNOC HQ
Abu Dhabi
01.2017 - 05.2017
- Support and provide superior service via phones, e-mails as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
- Answer inbound calls and respond to customer requests to ensure customer satisfaction.
- Provide quality, efficient, and non-judgmental telephone customer service to internal and external customers.
- Maintain the agreed on the average handling time as defined by call center Management guidelines to ensure ease of accessibility and maintain the agreed-on service level agreements.
Education
BBA - Business Information Technology
Emirates College Of Technology
Abu Dhabi 09.2012 - 06.2016
Skills
Ivanti ITSM 2017
Active Directory
CitrixTroubleshootingSCCM
Application installations
Hardware and software installation
Application support
Customer service expert
Desktop support
ServiceNOW
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Certified ITSM 2017 Admin, Ivanti - 2017
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
IT Service Engineer
ADNOC Gas Processing
12.2019 - Current
Certified ITSM 2017 Admin, Ivanti - 2017
01-2018
System Administrator
MDS Technical Services
12.2017 - 09.2019
IT Support Specialist
MDS Technical Services.
12.2017 - 09.2019
IT Support Engineer
ADNOC HQ
01.2017 - 05.2017
BBA - Business Information Technology
Emirates College Of Technology
09.2012 - 06.2016