Desktop Support Service

Adel Aref

Address: **** ****** ***** *****, ***; Woodridge IL 60517

Mobile: +1-630-***-****

E-mail: ****.*******@*****.***

Immigration/Work Status: Permanent Resident of U.S. (green card holder) Education:

Bachelor's degree of Computer Science 2005. Modern Academy, Cairo, Egypt Experience Summary:

Ø 10-year experience in managing Service desk and Desktop support activities, with proficiency in improving the service process.

Ø 2-year experience forming and implementing practices related to customer relationship management (CRM) software.

Employment History:

I. Northern Trust Corporation (Wipro Contract) March 2018 – May 2019 IT Administrator

Ø Provide business support for daily incoming service requests and incidents. Ø Install and configure servers in the data center. Ø Install CISCO/Avaya phones on users workstation

Ø Planning phase with the partners before all IT requests for smooth implementation and accurate deliverables.

Ø Provide support during business resilience test at the DR site. II. National Bank of Abu Dhabi (NBAD) December 2007 – November 2017 Group Leader: Service Desk and Desktop Support

Ø Managed the service desk department with emphasis on customer service and incident resolution.

Ø Supervised all service desk and desktop support activities, which included the installation and configuration of software, hardware and user account management.

Ø Managed and maintained the business catalog updated with all IT services Ø Managed the development and implementation of ITIL standard, processes and service desk systems required to deliver high quality and consistent support. Ø Reviewed and Managed IT Change requests and determine approval requirements also implemented a problem management module integrated with the ITSM Ø Maintained daily and monthly statistical reports. Ø Served in the role of Project Manager in several projects related to Service desk. Ø Trained IT staff to utilize ITSM 3.0 software; Point of contact for all IT requests within the system.

Ø Developed successful business relationships with several vendors. Ø Managed critical customer incidents.

Ø Managed service desk system lifecycle.

Ø Documented service desk and desktop support process and procedures, and ensured team compliance and adherence.

Senior Desktop Engineer

Ø Provided 1st and 2nd level of software, hardware, and networking support to all non-technical users.

Ø Performed installation, configuration as well as troubleshooting of software applications, including but not limited to; Microsoft/Non Microsoft applications, Microsoft Operating System, Internet banking, ATM’s Software, Desktops, laptops, printers, Scanners

Ø Responded to general inquiries/requests from staff seeking technical assistance related to Blackberry phones.

Ø Maintained antivirus and software updates.

Ø Communicated and documented the reported support issues, and engaged appropriate IT team members or software vendor when necessary. Ø Ensured compliance of all IT service processes and reviewed work of junior team members.

Ø Monitored compliance of users to information security policies. III. Strategy Consult International (SCI) May 2006 - December 2007 CRM Application Specialist

Ø Supervised implementation of CRM Applications (HEAT-Goldmine and Microsoft CRM).

Ø Generated and customized reports to support the monitoring process using Crystal Reports.

Ø Provided onsite service support after project implementation - NCB Bank – KSA 2007.

Courses:

Ø How to Win Friends and Influence People (Human Development) Ø PMP foundation

Ø ITIL Continual Service Improvement.

Ø ITIL Operations.

Ø ITIL foundation.

Ø CCNA Interconnecting Cisco Networking Devices (ICND1-ICND2) Ø Microsoft SharePoint 2010.

Ø Oracle Solaris essentials.

Ø Microsoft System Center 2012 Configuration Manager. Ø Microsoft Certified IT Professional (MCITP).

Ø Web Design (Dreamweaver, Flash & Photoshop).

Skills:

Ø Ø Extensive Good knowledge management of Mac and OS negotiation skills. Ø Effective leadership and team-oriented management. Ø Excellent command of spoken and written English

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