Mohamed Zeyada

Experience

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  IMAGE

  May 2007 - Dec 2008

  IT Specialist

  o Managed maintenance& troubleshooting of computer equipment.o Managed maintenance, repair & troubleshooting of network issues.o Monitor, analyze system components, make recommendations regarding computer system security.o Monitor network, computer and disk utilization

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  Ooredoo Qatar

  Jun 2009 - May 2011

  IT Helpdesk Business & Technical Support

   Work with a team to automate management tasks, streamline processes  Answering user’s inquiries received via phone, mail, or through applications and correspondence. Interacted with internal users; provided program information, rules, regulations, laws, policy & procedures. Troubleshooting skills in Active directory, Exchange 2010, proxy, and File server related issues on client side. Plan & perform appropriate procedures, documentation, inventory assessment,  Install new S/W releases, system upgrades, evaluate & install patches & resolve software related problems. Working on Remedy S/W providing level one troubleshooting & escalate the customer issue to concern IT Team. Solving problems related to ORCLE E-business suite \HRMS\CFS\NWI and updating TNSNAMES.ora files. Support, monitor, test and troubleshoot Hardware and Software problems. Configure new laptops, PCs, Printers, Blackberry, and other IT hardware Perform tasks related to E-business suite. Creating, handling, and resolving incidents and requests on “HP Service management”.  Supports project sites by remote access /personal visits when required. Follow Quality Policy by recognizing and meeting customer's needs Keep updated records of service & maintenance agreements. Show less

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  Al Jazeera Media Network

  Jun 2011 - Oct 2012

  IT Service Desk Engineer

   Respond, record incident and requests from end-user, and provide the support. Escalate unresolved cases to relevant onsite support team. Trains Service Desk and Technical Support staff to answer and resolve incoming calls, & on operational procedures & troubleshooting techniques and how to use ITSM ticketing system. Diagnose and troubleshoot incidents and problems, over phone, or via email and try to resolve it.  Tracking the assets &, sending the faulty IT equipment to vendors for repair.  Document all reported incidents to assist in future incidents resolution. Record and provide an inventory list of all IT hardware & software assets and update records.  Liaise shift duties with other IT Service Desk staff and arrange handing over for coming shift(s). Using active Directory to create and troubleshoot user and group account. Provide training to end user on using the system, hardware, software, and applications installed. Participate in designing policies and procedures. Escalate issues using hierarchical escalation guidelines & addressing Service Desk challenges to superiors. Participate in software and hardware inspection, and provide technical recommendations after evaluation Show less

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  SNC-Lavalin

  Oct 2012 - now

  Technical Customer support Manager

  Technical Customer Service Manager Responsibility Role- Responsible for the administration and operation of the computer-Aided Facilities Management (CAFM) system from an Operational Maintenance perspective.- Managing, supporting, and implementing different project Business models like: a) PPP " Public-private partnership" b) DCP "District cooling plant" c) Residential d) Educational e) Governmental f) Transportation- Managing and continuously improving the Asset Management System (AMS) to support the safe, efficient, and effective delivery of the asset management objectives and contract requirements.- Use of the CAFM system to utilize Asset Management Information to generate reports and inform capital spend budgets. This will take the form of updating the Forward Maintenance Register (FMR) and physical site surveys as well as desktop reviews. - Develop and implement resilient processes, procedures, and documents to simplify workflow and ensure these processes are recorded and followed.- Manage regional delivery operations for the customer support department to make sure our services comply with regulatory and quality standards and SLA.- Overseeing daily operations, managing budgets, and setting performance objectives.- Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.- Dealing with escalated customer issues, incident reports, and legal actions.- Preparing and presenting monthly, quarterly, and annual statements, analyses, and reports of operations and finances.- Liaising with internal and external stakeholders to identify areas of the business that could benefit from analysis- designing the operations workflow from receiving the request to closing. - providing Excellence support to the contract team by being a source of expert opinion in all matters of Technical Services delivery Show less