Computer Operator Support Specialist

Sharif Hussein Ali Kobaissi

Kuwait, Hawally

+965********/+965-****-***** • ******.********@*******.***• LinkedIn

IT Support Specialist

Astute Information Technology professional skilled in end-user support, troubleshooting, and server administration. Seasoned in diverse areas of support including operations for network, hardware, software, and IP phones for local and remote personnel throughout various organizations. Expert in installation, configuration, and administration of Widows and Linux servers, Cisco switches, and spyware, malware, trojans, viruses and rootkits. Strategic and perceptive, able to tackle complex issues with ease, innovating long-lasting solutions for end users and cross-functional departments. Qualified team member and leader, consistently finding areas of collaboration, honing relationships with vendors, partners, and team members. Excellent communicator, fluent in Arabic and English. Poised in high-pressure and deadline-oriented work environments.

AREAS OF EXPERTISE

Information Technology

End-User Software

Printer Set-Up & Troubleshooting

Vendor Collaboration & Management

Ticketing System Management

Inventory Management

Helpdesk Support

Customer Service

Troubleshooting

New User Set-Up, Training & Orientation

TECHNICAL PROFICIENCIES

Platforms:

Linux, Windows,Bsd,Unix,MacOS

Tools:

iSolve, Oracle, MS Office, Outlook

Hardware & Software:

VPN, OTRS, RMS, ORPOS, BO, SIM, RPM, PDT, OS Security Patches, Kasper Sky Antivirus. BYOD APP, Retail POS Machine, Biometric Device, Traffic Counter, HHT Device RF Gun, PDWS, PETL, DETL, DDWS, DBOS, ETL, TMS

Professional Experience

Dar Al Shifa Hospital, Kuwait

IT Technical Support Specialist (2016 – Present)

Orchestrate full frontline end-user technical support for hospital operations including troubleshooting, device and software set-up, mailbox distribution, users within active directory, and technical solutions. Consistently oversee iSolve ticketing system (OTRS) and phone lines to ascertain timely resolutions. Analyse issues to streamline ticket responses accordingly for System Administrator or Vendor support. Install diverse software and hardware, including computers, printers, tablets, mobile phones, and peripherals whilst verifying proper maintenance of supplies, equipment, and hardware for multi-faceted departments. Troubleshoot Central IP TV servers, smart boxes inside patient rooms, and VPN issues.

Key Achievements:

Developed virtualised KMS and imaging servers.

Established remote desktop solutions.

Led 1st level support for Hospital ERP System (SAP), Hospital Electronic Medical System (Cerner), Radiology Applications (Scanora, PACS), and Qmatic system applications.

Implemented custom silent installers for various applications for users through PDQ deploy.

Habchi & Chalhoub Group, Kuwait

IT Support Specialist (2015-2016)

Played key role in supporting more than 800 users within multiple high-end luxury companies in Middle Eastern regions including Carolina Herrera, Sephora ME, Lacoste, Swarovski, and Tory Burch. Guided troubleshooting, installation, and maintenance of IT components. Facilitated ticket management using Remedy Sales Force system and conducted follow-ups with service desk, escalating issues to various levels of support. Participated in daily store, logistics, and user troubleshooting calls to lead solutions via phone, remotely through NETOP, or in-person. Installed hardware and software pieces such as laptops, printers, desktops, Windows, MS Office, Outlook, OS Security Patches, and Kasper Sky Antivirus. Configured BYOD APPS on user’s PDA’s, Cisco IP phone, Retail POS Machine, Biometric Device, Traffic Counter, HHT Device RF Gun, and Centralized music systems throughout stores. Inspected stores through IT audits to guarantee asset maintenance.

Key Achievements:

Streamlined supplier and vendor communication for delivery and installation.

Optimised L1 support business issues for Oracle Retail Applications such as RMS, ORPOS, BO, SIM, RPM, and PDTs.

Collaborated with Network Team supervisions in configuration switches for new stores.

Constructed Soti MobiControl (BYOD).

Gulf Business Services & Recruitment Group K.S.C.C (Kanee), Kuwait

Technical Support Specialist (2013 – 2015)

Mobilized user support operations for remote and in-office personnel. Supervised company network infrastructure installed operating systems, apps, and phones. Operated troubleshooting for network, printers, and systems. Launched Symantec EPP for PCs and full operating system images using SCCM 2012. Headed user orientation by creating accounts and assisting with password creation. Developed and implemented clone images with Acronis.

Key Achievements:

Successfully installed Toy Sync to enable file sharing between user computers and NAS.

Used Forensit to migrate more than 30 user profiles from work group environments to domains.

Configured open-dns services on wireless routers and k9 web filtering for more than 30 PCs.

Uplink GBM Business Partner, Kuwait Airways Head Office, Kuwait

AS/400 Computer Operator (2013)

Supervised four AS/400 and RS/600 servers for HR and Financial systems and their processes every two hours. Closely tended to processes such as PDWS, PETL, DETL, DDWS, DBOS, ETL, and TMS. Enabled and disabled fingerprint server at specific hours. Led daily, weekly, and monthly backup procedures in addition to monitoring Tivoli backup reports and delivering them to administrators. Manually checked datacentre and recorded climate components such as temperature and humidity. Drafted shift handover shifts, documented issues and solutions, and reported on escalation issues. Collaborated with IT team in providing first level support.

Key Achievements:

Gained knowledge on AIX basic commands.

Ensured detailed shift handover documentation for incoming support personnel.

ADDITIONAL EXPERIENCE:

Computer Technician, Kharafi National, Arwa Universal Printing Press (2011-2012)

Education and Training

Amman Al-Ahliya University, Amman, Jordan

Bachelor of Management Information System

— Certifications —

Cisco Certification ID: CSCO12704159

Cisco Certified Network Associate Routing & Switching

Microsoft Certification ID: 9369871

MCSE: Cloud Platforms & Infrastructure

MCSE: Server infrastructure, Windows Server 2012

MCITP / MCSA: Server Administrator, Windows Server 2008

MCITP: Enterprise Messaging Administrator, Exchange 2010

— Professional Development —

CCNA (120-200) Udemy.com / Self-Study.

Windows Server 2008 Enterprise Administrator, Arab United Institute, Kuwait.

Exchange server 2010 Online Boot camp exchangebootcamp.com / self-study.

ORACLE Developer Excellent Train Center, Amman Jordan.

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