• Serving as the second point of contact for end-users (the bank employees) seeking technical assistance.• Performing remote troubleshooting through diagnostic techniques and questions.• Communicate with all employees from all different departments.• Escalating IT support cases for other teams responsible for this application.• Communicate with all other IT departments for general issues and incidents andfollow up till finalizing the issues for all aspects.• Identify and suggest possible improvements on procedures for appeared issues. • Downloading, installing, and configuring software to meet user requirements.• Ensuring correct use of applications, networks, and equipment.• Testing and updating existing software.• Documenting records of actions taken.• Ensuring computer network’s optimal performance remotely.• Analyzing issues and determining correct software or hardware solution.

Performing data analysis.• Troubleshooting implementation.• Communicate with clients and team leaders.• Customer Support and Customer Training.• Maintain accurate and timely reporting of project activities.

• Installing, configuration and system testing a ready-made software.• Performing data analysis. • Troubleshooting implementation.• Communicate with clients and team leaders.• Maintain accurate and timely reporting of project activities.• Developing project documentation. • Manage day-to-day implementation activities.• Provide mentoring and support to department colleagues as necessary.• Provide pre-sales support.• Customer Support and Customer Training.

• planning, scheduling and tracking projects • Leading and presenting Kick-off Meetings to launch projects.• Monitor and manage the project process, Time frame, and risk mitigation. • Provide support to the Project Team. • Ensure that all projects are delivered on-time and within the scope • Collecting projects updates to be presented in the steering committees • Preparing and presenting steering committee presentations to the top management • Ensure resource availability and allocation • Report and escalate to management as needed • Manage the relationship with the client and all stakeholders • Create and maintain comprehensive project documentation • Use and continually develop leadership skills

Business Solutions Department:o Business solutions training: experience with different business solutions techniques tools.o Worked on ERP system (AX Dynamics) with business solutions department.o Worked on different modules in AX Dynamic r3 2012 (sales and marketing, procurement, project management and accounting, cash and bank management).o Shadow with system admins who support AX end users from different business units.

IT Help Desk o Help desk training: experience in the IT field (IT infrastructure, help desk) through supporting all the functions with technical solutions.o Worked on Avaya network management software.o Interacted with different business units (Legal department/ Finance Department/ Sales department/ HR department) in adjusting IT hardware. o Filed follow up reports with hardware users in different business units.