Nadir Hammadi

Experience

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  Environment and Protected Areas Authority, Sharjah Government, UAE

  Jul 2006 - May 2008

  IT Support Engineer

  Job Description: • Upgrade and evaluation of Network, computers and peripheral equipment, for reduce the prime costs of Purchase and Maintenance.• Responsible for the requests related to IT sales (change, renew, add or remove Items) • Networking: Install the cisco router for wan network linked with the Government Financial section.• Train the staff of the company: Computer and ICDL courses• Installations, maintenance, troubleshooting and upgrading of computers: Hardware, software (Different version of Windows and MS Applications...etc), peripheral equipment (Printers and Scanners) and electronic mail systems. • Install the Telephonic and CCTV system.• Install Win. Server 2003, create users accounts, Configuration of DNS and DHCP system, Create and personalize the Group Policy. Show less

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  Etisalat

  May 2008 - May 2014

  • Provide first/second level technical and administrative support for issues related to Laptops and associated hardware/software, IP Telephony, Connectivity, Servers. • Remotely, Support the SLB users (employees, contactors and VIP employees) and analyzes the technical issue happen on their: machines: desktop – laptop – Mobile- printers – and access to server.• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.• Analyst the technical issue before that get it global effect• Protect the SLB machine from any potential cyber-attacks, as we are working as first line of protection • Trainer for new IT Joiners (as part of our objectives) • Trainer for non IT employees (as part of our objectives).• IPT Champion: Duties and Responsibilities: Maintain and support Cisco’s IP Telephony request and all related Cisco IP telephony infrastructure Administer and troubleshoot Unified Call Manager,• • Dubai Service Desk Migration project to Lync Enterprise Voice technology: Perform client consultation: Plan, Design, Implement and support IP Communication Solutions and Analyze the existing voice and recommend solutions based on requirements Set up, configure, test the Lync and components of the Cisco IP Contact Center, including Cisco Call Manager Show less • Technical support to ADSL, E-life, WiMax, Wireless & GPON Customers over the phone. • Provide user support and problem resolution for desktop computers, network access, E-mail, Web, and server based applications, and Billing.• Escalating & Forward technical problems and Customer premises to the concerned departments and make the necessary follow-ups to provide appropriate solutions in a timely manner.• Providing full support for any sales enquires & provisioning issues related to Etisalat Internet services.• Perform router wire & wireless configuration (Siemens, Aztech, Thomson, ) via phone.• Handles difficult cases with required the company policies, quality and customer satisfaction.• Keep touch with team members and team leaders and officers, especially with my team leader, to improving technical knowledge and sharing the information, and company perspective Show less

  • Technical Support / Tier2(Back office): Internet Section, Etisalat Call Center. UAE

    Sept 2009 - May 2014

  • Customer Service Representative / Technical Support - Etisalat Call Center

    May 2008 - Sept 2009
• 

  Schlumberger

  May 2014 - Apr 2018

  Global Service Desk Analyst

  Current Task: Assigned to BSO “Business System Operation” project to help GSD “Global Service Disk” with the inbound load and huge backlog.* Doing to insure keeping the good trend of BSO KPO’s and help IT GSD to stabilize the operations, and reviewing tickets assigned to GSD queue, identify and escalate all BSO tickets, to BSO respective support group, where we achieved the target and goal as shown in the BSO dashboard.* Helping the Service management and ITSM “IT Service Management” team with the RTBot tool “Record and Route, Automation tool” to enhance it and keep BSO Domain tickets routed properly to the respective queues within respective timeline, as result we achieved 35 % of automated tickets.* Provide first/second level technical and administrative support for issues related to Laptops, PC and Mobiles associated hardware/software, IP Telephony, Connectivity, Servers, manage and give access to shared folders and Printers, for SLB users.* Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.* Protect the SLB machine from any potential cyber-attacks.* Train the new IT Joiners and the non-IT employees (as part of our objectives).* IPT Champion: Maintain and support Cisco’s IP Telephony request and all related Cisco IP telephony infrastructure issue and troubleshoot the Unified Call Manager issue related.*Projects:* Dubai Service Desk Migration to Lync Enterprise Voice technology project – Schlumberger:- Contribute the Unified Communications team: Plan, Design, Implement, support with the IP Communication process and provide solutions based on requirements.- Configure and test the Lync and components of the Cisco IP Contact Center, including Cisco Call Manager.* Mini Project “following PMP concepts” – SchlumbergerDecrease the returned tickets number coming from Exchange team, find a plan to enhance the quality of the escalation process. Show less

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  Arab Monetary Fund

  Sept 2018 - now

  System Administrator and Instructor

  I am a highly qualified IT professional with over 18 years of experience in training, teaching, and IT infrastructure and operations management. Known for simplifying complex concepts and aligning IT strategies with business goals, I specialize in AI and Computer science while delivering impactful and practical training sessions.