Experienced Helpdesk Manager with a demonstrated history of working in the import and export industry. Skilled in IT Service Management, Management, and Software Documentation. Strong information technology professional with a Master's degree focused in Computer Science from Algazeera University.
MSc in Computer Science
BSc in Computer Science
Responsible for plans, forecasts, andbudgets developments for the IT department and monitor their implementation;
Ø Set operational KPIs for the departmentand ensures their implementation;
Ø Monitor incident management databaseand follow up with assigned personnel to ensure timely resolution of problems,meeting operational Service Level Agreement requirements;
Ø Develops IT tech schedules, prioritizessupport calls and allocate resources for installation and support;
Ø Creates and manages escalationprocedures and ensures service levels are maintained;
Ø Develop helpdesk standards, as well asresearch and procurement of relevant technology.
Ø Develop and maintain departmentStandard Operating Procedures (SOPs)
Ø Manage the IT assets records whichinclude the machines details, general condition and the machine maintenancerecord.
Ø Develop, manage and maintain reportsfor internal support teams and IT management to provide necessary issue status.
Ø Documents and trains on all workperformed.
Ø Manage a portfolio of projects andcontinuous improvement initiatives.
Ø Manage the Risk register and SWOTAnalysis for the IT systems and operations.
Ø Manage the Help Desk staff includingperformance evaluations, promotions, training, hiring and disciplinaryresponsibilities.
Managing the delivery of TechnicalSupport and Support services to all KETS staff.
Ø Managing the Installation & configurationof the new IT systems and equipment.
Ø Administration and Maintenance ofcompany computer network (LAN).
Ø Administration of the Active Directory,Domain Controller & Group Policy of company computer network.
Ø Managing the delivery of Technical Supportand Support services to all KETS staff
Ø Implement Support Processes in linewith the ITIL framework
Ø Working closely with IT vendors tocontinue the enhanced service improvement across the company.
Ø Translate KETS functional requirementsinto technical requirements
Ø Collecting, understanding, andtransmitting the business requirements for the project, and translating theseinto functional specifications and detailed test plans.
Ø Provide the link between the KETS staffand any third party regarding software/hardware functionalities including ITnetwork equipment.
Ø Day to day management of changerequests in relation to KETS IT applications.
Implementation of ICT strategiesand introduction/implementation of new technologies.
Ø Database Administration for thereintegration activities to X-combatants in the DDR program for 7 states inSudan which include the following activities:
§ Establish the counselling activities for the X-combatantseach in their living state in Sudan.
§ Create the necessary reports for the counselling numbersincluding the following statistics:
· Number of X-combatantsfor each state
· Gender percentage(Male – Female)
· Disability percentage(Able- Disabled)
· Reintegration packageoptions
· Living state matrix
Ø Ensure effective functioning ofthe project’s ICT programs.
Ø Ensures efficientnetworks/system administration.
Ø Provides administrative support,focusing on achievement of the following results:
§ Provide advice on and assistance in procurement of new ICTequipment for the project, provision of technical specifications andinformation on best options in both local and international markets, review ofquotations and bids.
§ Train relevant staff in the use of database and front endapplication, define operational procedures and manuals, and assist withdatabase applications and report generation
Ø Maintenance of a library of ICTrelated reference materials
Ø Ensures facilitation ofknowledge building and knowledge sharing in the project
Ø Coordinate with UNDPImplementing Partners (IP) for the final reintegration process for theX-combatants.
Administration of the company LocalArea Network which include creating the employees accounts and managing theirprivileges in the network
Ø Administration of the Active Directory& Group Policy in the company LAN.
Ø Managing the exchange server.
Ø Management of the internet access andsecurity procedures in the network.
Ø Provide Help Desk service to MATS’semployees.
Ø Planning the technical solutions andnetworks for the company’s clients.
Ø Installation and configuration ofvoice and data networks, setting up Telecom Devices for MATS’s clients.
Ø Provide Technical support to MATS’sClients.
Ø Establishing the Negotiation andmaking the agreements with MATS clients.
Ø Managing the MATS projects.
Ø Planning the technical solutions andnetworks for MATS clients.