IT Service Management Senior Analyst Resume

SUMMARY:

Learning more in my field & making a progress in it.
Building a long - term career in IT with opportunities for career growth.
Finding a responsible job with an opportunity for professional challenges.

SOFT SKILLS:

Time Management & Surviving Stress
Communication skills
Presentation skills
Business Management Expert
Completed Business Management course in Michigan Academy
Suez Company For Oil (SUCO)
Training in troubleshooting Network & Hardware issues

TECHNICAL SKILLS:

Computer Skills: ICDL (2010), MS Office (2010,2013,2016)

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Management Senior Analyst

Responsibilities:

Installing,designing,configuring and testing IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management, Service Level Management & Operational Level Agreement,workflows )
Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure.
Troubleshooting IT Service Management modules (Incident Management, Problem Management, Service Level Management & Operational Level Agreement..etc.) issues
Engagement in user system and support requirements gathering and analysis to provide design and architectural recommendations as it’s related to Service Desk and Configuration Management applications

Confidential

Customer Service Engineer

Responsibilities:

Designing, configuring, testing and documenting BMC IT service management Suite (Incident Management, Asset Management, Knowledge Management, Problem Management, Configuration Management, Service Level Management & Operational Level Agreement)
Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure
Troubleshooting BMC Service Desk, Configuration Management issues
Engagement in user, system and support requirements gathering and analysis to provide design and architectural recommendations as it’s related to Service Desk and Configuration Management applications
Working on gathering, understanding and analyzing business requirements
Scheduling reports for customers and business owners
Development of existing reports
Managing Users and Groups
Setting Rights on Users, Groups and Objects
Assigning principals to an access control list for an object
Setting rights on a top-level folder in BI platform
Creating, deleting and renewing access levels
Extracting reports for customers and business owners
Checking & ensuring that all customer contracts have the correct data/status
Managing & troubleshooting Remedy integration issues with SalesForce
Checking for the changes that need to be done for making the business processes effective
Maintaining user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security)

Assistant Customer Service Engineer

Confidential

Responsibilities:

Receiving tickets via the identified communication channels and recording all tickets on the Service Desk tool (Remedy)
Validating service entitlements
Functional escalation of tickets to the appropriate support group
Providing feedback to the requesters with ticket’s status update
Providing call-out services for the tickets received outside prime shift and within the “Call Handling” service window
Providing periodical reports to the customer’s IT management and relevant support groups
Creating and following up tickets related to 3rd parties and vendors on behalf of the customer
Providing remote scripted support to the incidents related to desktop operating system,standard software, and office automation software
Resolution of known errors
Resetting password for end users on directory services and enterprise IT applications.
Assisting end users on “How To” questions related to e-mail, office automation software,etc.
Executing end users’ access requests on directory services and enterprise IT applications (Remedy, Salesforce, Active Directory, Exchange, VPN, Skype for Business, Access Control, etc.) according to the customer’s policies and procedures

Confidential

Account Advisor

Responsibilities:

Internet services (Dial-up, Broadband, 3G, Cable, WI-MAX, GPON "Fiber optics ")
Shared Web hosting services for websites
Etisalat .ae Domain names
Etisalat Mail services
Etisalat TV over fiber
Landlines & Faxes

Confidential

Technical Support Engineer

Responsibilities:

Business and Residential customers
Internet services (ADSL static and dynamic IPs)
Domain & Mail services
Frame relay & ATM

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