Abdul Fayas Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

United Arab Emirates

Team management : • Lead and manage the team of IT Service Desk Analysts who provides 1stlevel and 2nd line support via Emails, Chat, Telephone, and Web using remote desktop tools.• Monitor the effectiveness of incident management process and make recommendations for improvement.• Take ownership of high severity Incident, engage and co-ordinate the support groups to ensure faster resolution.• Coordinate activities between multiple support groups to ensure Service Level Agreements .• Check for the new process update and share the same with team for proper adherence.• Develop training materials and procedures, for the users in proper use of hardware and software.• Take ownership on process escalation and handle it promptly.• Organize and participate in Service Delivery Review Meetings.• Promptly escalate issues, which affect product delivery and quality that are beyond scope of influence and report same to reporting manager.• monthly project management review.• Generate, send Management and client specific reports.• Conduct Ticket, Email and Call audits to examine the quality and perfectness of services delivered.• Follow up on the open Tickets handled by team and get it to on time closure.• Develop, update and maintain process documents and knowledge base articles.• Train and Mentor the team members in process skills and knowledge.• Schedule shifts effectively to ensure enough coverage and to handle the high volume of workTechnical work as below : • Provide technical support software and Hardware issues for Apple and Windows Products.• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software. • Confer with staff, users, and management to establish requirements for new systems or modifications.• trouble shooting of hardware, software, or peripheral equipment of Apple ,Dell and Lenovo products.

Dubai, United Arab Emirates

Apple Computer Troubleshooting and fixing Apple Mac Operatig Customization Technical consultation for Organization and Walk-in customers .

Dubai,Tecom

• Fixing Mac computers• Mac operating system installation and troubleshooting • Customer interaction via mail, phone and Walk-in • Warranty claim from Apple • iOS device up gradation and trouble shooting • Giving technical support for customers over phone

Bangalore

• System administration.• Operating software installation (Microsoft, Mac, and Linux).• Biometric device and server maintenance• Antivirus installation and maintenance • Alcatel PBX telephone system• Video conferencing system• Coordinating with vendors and Internet service provider.• Negotiations with vendor for procuring IT equipment• Maintaining and Updating of company IT asset details • Coordinating with other branch of company related with IT issue • IT market study to fulfill IT infrastructure requirement.

Bangalore

• Supporting to the Installation of windows Linux and Mac operating system.• employee's for their application installation.• Adding new employees to the server.• Server Backup.• OS image creation and deployment.• Network monitoring.• Hardware warranty tracking.

Kerala

• Trouble shooting windows, Linux and office application.• Giving training for application based training for end users.• Server administration (windows 2003) .• Implementing, configuring, and enabling Wi-Fi connectivity routers and switches.• Designing LAN and User interface ,based on user requiremen

Bachelor'S Degree, Commerce With Computer Application

the year 2009.

B.Com, High School/Secondary Diplomas And Certificates

Activities and Societies: Sports, NCC