Ali Ahmed Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

As a Regional Technical Analyst in De La Rue I am working on client site Dubai Federal Tax authority for Digital Tax Stamp Project the I am responsible for providing expert technical support to the deployment and ongoing maintenance of new and existing technical solutions. You will be acting as a point of escalation for technical issues.• Investigation, diagnosis, and resolution of application-related issues (Level 3/Level4).• Take ownership of issues and push to resolution within SLA.• Liaise with customers to inform of progress, request information, manage expectations, and closeout issues in a timely manner Maintain and resolve customer queries logged via the company system.• Participate in customer calls on P1 issues from a technical perspective. • Conduct the initial investigation into issues raised through a variety of means including liaising with development teams, researching technical documentation, and past incident histories.• Either fix the issue or escalate it to other team members.• manage issues through to resolution by following up escalated issues, documenting progress and ensuring issues get resolved within our contracted timescales.• Proactively liaise with the customer to keep them informed of progress.• Carry out timely checks on customers’ live systems.• Review and organize customers’ incidents and requirements, in line with internal procedures.• Proactively investigate faults and analyze log files.• Carry out off-line fault findings and ensure the smooth integration of fixes into live systems.• Continuously screen customer systems to ensure they work efficiently.• Show flexibility and be on hands to provide necessary changes.• Provide vital support to internal technical and operational teams.• As a technical expert, provide customers with assistance on resolving issues.• Work closely with external partners to log incidents and faults appropriately.• Take ownership of handovers from Professional Services to Support

Dubai, United Arab Emirates

• As an IT Manager, I am responsible for facilitating our customer success through the appropriate use of information technology. • Communication with and education of our customers is as critical to our joint success as is implementing the “best” technology. Functional/Technical Is an expert (knowledge and technical skills) in all appropriate application software. • Understands the relationship between hardware and applications. Provides timely and effective solutions to systems problems. Ensures internal customer’s working knowledge of appropriate applications. Maintains positive relationships with internal and external customers. Projects Practices effective long and short-term planning for all projects. • Completes all projects in a timely and professional manner while maintaining the highest quality. Effectively manages projects to control scope, budget, and schedule. Evaluates and minimizes risks in all projects. Ensures adherence to project budgets. Achieves customer understanding of the “why” and “what” of the project. • Maintaining IT infrastructure of all restaurants of company and head office.IT Infrastructure Designing, IT Security, Data Management, Micros 3700, Symphony.

Abu Dhabi

• Manage software issue resolution.• Manage User change requests.• Develop user manuals and conduct user training.• Overlook help desk operation.• Monitor and analyze user feedback.• Level 2 & 3 technical support.• Manage hardware and software maintenance.• Manage software maintenance and enhancements.• Implementing, maintaining and updating corporate application Servers’ security and installing service patches to keep the machine up to date.• Scheduling installations and upgrades and maintaining them in accordance with established IT policies and procedures.• Configuring and adding any new hardware or any type of peripherals and monitor their working status.• Researching, recommending, documenting, and implementing new procedures and technologies that will improve the effectiveness (and reliability) of systems.

Abu Dhabi

• Provide support to all software processes in the hotel and assist and coordinate with departments to analyze all requirements and provide efficient support to all end users. Collaborate with department personnel and design innovative solutions for all IT issues and maintain all hardware and software for processes according to security requirements and maintain logs of all issues and assist to resolve all efficiently.

Riyadh Saudi Arabia

• Software acceptance testing with users.• Manage software issue resolution.• Manage User change requests.• Develop user manuals and conduct user training.• Overlook help desk operation.• Monitor and analyze user feedback.• Level 1 & 2 technical support.• Manage hardware and software maintenance.• Manage software maintenance and enhancements.• Implementing, maintaining and updating corporate application Servers’ security and installing service patches to keep the machine up-to-date• Scheduling installations and upgrades and maintaining them in accordance with established IT policies and procedures• Configuring and adding any new hardware or any type of peripherals and monitor their working status• Researching, recommending, documenting, and implementing new procedures and technologies that will improve the effectiveness (and reliability) of systems

Faridabad Area, India

• Involved in Installation and configuration of the application.• Providing support to team member on different stages & meet the dead line of project.• Involved at all stages of the project wise requirements definitions, functional specifications, Implementation, user acceptance testing (UAT), training and production deployment. • Provide support for production issues and enhancement requests (assist with issue documentation and analysis).• Manage end-user client relationship on a day to day basis.

New Delhi Area, India

• Testing and Deployment of new patches deployment of new changes and giving end to end support to users.• Providing support to team member on different stages & meet the deadline of project.• Involved at all stages of the project wise requirements definitions, functional specifications, implementation, user acceptance testing (UAT), training and production deployment. The application is currently deployed in production environment, and I am responsible for Application support.• Provide support for production issues and enhancement requests (assist with issue documentation and analysis)• Manage end-user client relationship on a day-to-day basis.

New Delhi Area, India

• Installation and troubleshooting of PCs and peripherals and configuration of internet and modem.• Planning, Designing, Implementation & Maintenance of complete LAN systems (Including wiring/cabling, installation of hubs/switches, servers / workstations). • Administration of all job responsibility (user accounts, managing active directory backup of data, installation /up-gradation/configuration of operating systems).• Co-ordination with vendors for procurement of IT equipments• Creating & Maintenance of User account on Microsoft Outlook, Outlook Express.• Installation and troubleshooting of PCs and peripherals and also maintenance of various Anti – virus.• Hardware and Software vendor Co-ordination.• Maintenance of complete LAN systems (Including wiring / cabling, installation of switches, servers / workstation).

• Implementation of software and backlog scanning of documents and putting them online. Client requirement analysis, application design, Software installation and Pre & Post sales Project Coordination.• Client requirement analysis, application design, Software installation and Pre & Post sales Project Coordination and Scanning and indexing the Property Related Document and handle the Project supporting the user and helping the business users giving the production support at production environment.• Testing the application at the time of any issues came on production or if any new changes introduced in application and deployment of the changes in production.

Bachelor Of Computer Applications, Computers

Successfully completed Bachelor Degree in Computer Application.

Microsoft Certified System Associate, Computer Science, A

Completed the study od CCNA and MCSE

Itil Foundation V3, Information Technology, A

Prince 2 Foundatio, Information Technology Project Management, A

Bachelor'S Of Computer Application, Computer Science