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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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