Service Desk, System Admin

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SUMMARY

Ahmad Tuffaha is an IT consultant with over five years of international working experience spanning various Industries

and numerous countries. With a bachelor’s degree in Computer Science and multiple advanced certifications, Ahmad

has a high proficiency in IT operations management, troubleshooting, networking, implementing and resolving

complex technical solutions and issues. Ahmad has a strong technical aptitude and is very passionate about IT. And

with a strong team play spirit, is capable of quickly learning and leveraging new technologies.

PROFESSIONAL EXPERIENCE

Blunet Marketing & Communication Services 04/2014 -

10/2014

IT Consultant

• Met with customers to scope requirements.

• Shared best practices by leveraging knowledge management tools such as HappyFox.

• Provided remote technical support.

• Resolved customer technical issues and replied to inquiries.

Devoteam Group

11/2010 - 03/2014

Consultant

Was part of a consulting solution team that worked closely with several large customers onsite; projects that I

worked on are listed below:

Chapitre 1

Chapitre 2 Saudi Telecom Company (STC) 03/2012 -

19th largest MNO group in the globe

03/2014

Chapitre 3 Proactively managed IT operations on customer site and ensured high availability, leveraging tools such as

BMC ADDM, BMC Portal, and BMC TM ART.

• Defined root cause issues by consulting with customer, evaluating procedures and processes.

• SLA delivery (daily monitoring and management) for servers, databases and applications.

• Checked on ports availability for elements to be added such Windows, Linux and Solaris OS, databases, and

applications on BMC Portal.

• Troubleshot issues on BMC Portal and TM ART in STC.

• Implemented Atrium Discovery and Dependency Mapping (ADDM) as a Datacenter Appliance.

• Discovered the Environment subnets for servers, databases and networks.

• Customized TPL for discovering unsupported applications.

• Implemented Transaction Management Application Response Time (TM ART) and TM ART Execution Server.

• Monitored Corporate Web Site and Oracle Siebel Web Customer on TM ART Workbench.

• Validated results by testing programs.

• Developed and wrote documentations to outline applications’ deployment and monitoring processes.

• Trained customer IT resources and provided support.

Chapitre 4 VIVA Bahrain (VIVA)

12/2011 - 03/2012

Chapitre 5 Upgraded to the newest version of BMC Portal and enhanced cutomer’s ability to monitor and resolve

issues

• Acted as the focal point of contact for the client for all technical issues related to the project.

•

Managed customer requests to offer the required information on the BMC Portal.

• Coordinated with various teams at my organization to ensure succeeful implementation of services.

• Added and monitored new servers, Databases, and applications under the BMC Portal.

• Troubleshot issues that appeared on the BMC Portal.

• Worked with the client IT teams to guarantee service availability and continuity.

• Synchronized maintenance planned downtime with all affected parties.

Chapitre 6 Communications & Information Technology Commission (CITC)

11/2011 - 12/2011

Chapitre 7 Was the lead in implementing BMC Atrium Discovery and Dependency Mapping, allowing complete network

devices visibility and optimization of IT operations.

• Implemented Atrium Discovery and Dependency Mapping (ADDM) as a Baseline Appliance.

• Discovered the Environment’s subnets for servers, databases and networks.

• Ensured that ADDM inventory Synced with BMC Atrium Remedy.

Chapitre 8 Banque Saudi Fransi (BSF)

02/2011 - 11/2011

Chapitre 9 As my first project at Devoteam, I learned and helped implement BMC Atrium Discovery and Dependency

Mapping tool for the Bank.

• Implemented Atrium Discovery and Dependency Mapping (ADDM) as Baseline Appliance.

• Connected the ADDM Base Appliance into ADDM Consolidation Appliance

• Discovered customized applications by on Tideway Pattern Language ”TPL”.

• Upgraded and applied all required patches.

Blunet Marketing & Communication Services 08/2009 -

10/2010

IT Consultant and Administrator

• Provided technical sales consultation to customers and sales team.

• Managed the media publishing solutions.

• Managed Company networks and PCs insuring backup for all technical systems

• Resolved customer technical issues and inquiries.

AudioTel Corporation

01/2009 - 06/2009

Service Desk

• Tested and evaluated new technologies.

• Configured LAN and WAN Settings.

• Troubleshot IT systems (Hardware/Software Problems).

Chapitre 10

Chapitre 11 Toshiba Jordan (SMS Co.)

07/2007-10/2007

Trainee (part time position to meet graduation requirements)

• Management and administration of Software, Hardware and Networks.

• Utilized diagnostic software to locate and repair PC problems.

EDUCATION

Chapitre 12 Bachelors of Science in Computer Science

07/2008

Petra University, Amman- Jordan

CERTIFICATIONS AND PROFESSIONAL TRAINING

• Certified in ITIL V3 Foundation.

• Microsoft Certified Professional (MCP)

• Microsoft Certified Solutions Associate (MCSA) 2012.

• Certified in Installing and Configuring Windows Server 2012.

• Certified in Administering Windows Server 2012.

• Certified in Configuring Advanced Windows Server 2012 Services.

• VMware Certified Associate Data Center Virtualization.

• Trained in BMC Atrium Discovery and Dependency Mapping.

• Trained in BMC Transaction Management Application Response Time.

• Trained in CAPM.

TECHNICAL SKILLS

• Operations • Operating System : Windows (2008/2003/8.1/7), Red Hat 6 (Basics)

• Troubleshooting • Implementation • Analysis

• Testing • Database : SQL Server, MySQL • Customer Support

FOREIGN LANGUAGES

Arabic Advanced

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