Ahmed Ali Email and Phone Number

• Lead technical support team, oversee daily support operations and performance, assist struggling team members on complex problems.• Ensure all customer inquiries and issues are solved correctly and in prompt and professional manner.• Monitor, process and resolve Tier 1 & Tier 2 requests in ServiceNow, adhere to SLAs.• Clearly communicate escalated issues to Tier 3 and product managers as needed.• Troubleshoot and resolve hardware, software, and network connectivity… Show more • Lead technical support team, oversee daily support operations and performance, assist struggling team members on complex problems.• Ensure all customer inquiries and issues are solved correctly and in prompt and professional manner.• Monitor, process and resolve Tier 1 & Tier 2 requests in ServiceNow, adhere to SLAs.• Clearly communicate escalated issues to Tier 3 and product managers as needed.• Troubleshoot and resolve hardware, software, and network connectivity issues.• Carry out attended and unattended installations of OS, engineering and non-engineering software, applications, and tools through PXE, SCCM, network repositories.• Handle configuration of IP telephony and call services through Cisco Unified Communication Manager (CallManager), generate detailed reports.• Manage access permission of data on network shares, analyze storage, maintain organized structure, perform archiving and restoration tasks.• Plan, coordinate, and execute hardware and software upgrades.• Mange IT assets, keep records regularly updated ensuring accurate, reliable inventory management.• Manage objects and group memberships in Active Directory and Microsoft Azure.• Cooperate with global IT teams, provide onsite support for Data Center, Network, Telecommunication and Cybersecurity.• Actively involve with operational delivery and UAT for new product and feature releases.• Regularly assess IT infrastructure to identify technology gaps and suggest solutions.• Review all technical support related processes and documentation for continuous improvement. Show less

• Provided support to Aramco staff, resolved issues related to workstation (Desktop/Laptop) hardware.• Installed, configured, and tested workstations and peripheral devices.• Performed variety of workstation repair and maintenance activities, including onsite repairs, replacement of parts, and replacement of machines.• Conducted performance tests on ICT equipment to ensure compatibility.• Accurately documented instances of hardware failure, repair, installation, and removal.