Mohamed Arshad Email & Phone Number

Dubai, Ae

Dubai, Ae

Dubai, United Arab Emirates

Currently I am involved in a dual role rendering IT support cum asset management at Group IT service operations. Since, I am a senior engineer I have more responsibility on managing and guiding the support team. As a part of BAU tasks I have to address and process asset management related KPIs and queries as well. ➢ Overall ownership of end user remedy incidents and ensure resolution within SLA. ➢ Training newly joined colleagues on technical troubleshooting and IT service management.➢ Resolving escalations related incidents without higher management intervention.➢ Supporting and sustain the QTPC (quality metrics) of end user support team. ➢ Engaging and supporting for seamless deployment on new bank application launch periods.➢ During major outages engaging to recover and restore IT operations.➢ Arranging IT assets for all new joiners including VIP staffs. (Includes ENBD & ventures)➢ Liaise & work closely with department coordinators/SPOCs on all onboarding new joiners. ➢ Ensure smooth assets delivery of new joiners onboarding within agreed SLA and TAT.➢ Ensure compliance and adherence to asset management policies and governance. ➢ Coordinating and managing vendors, monitor that their agreed SLA and TAT achieved. ➢ Highlight potential risks that might hamper the asset management compliance. ➢ Carefully handling staff leavers offboarding process. Work closely with HR offboarding team. ➢ Maintaining asset accuracy consistently and sign off obtained from customer.➢ Review and applying assets retagging and untagging during staff offboarding process.➢ Providing reports to management of joiners and leavers asset control statistics. ➢ Managing telecom phone (Avaya) extensions inventory for ENBD & venture groups. ➢ Allocating phone extensions for new joiners and internal transfer staffs. ➢ Reassigning telecom extensions post verifications of approvals and applying pin reset.

Dubai, United Arab Emirates

ENBD Windows 10 Migration ProjectI have engaged as the team leader on this project.➢ Organized workload and developed more efficient operations for project team members.➢ Addressing level1 Escalations of the project and resolving them at the earliest. ➢ Conducting technical training for Windows 10 migration engineers.➢ Migrate desktops and laptops for Windows 10 to support the team and archive daily migration target.➢ Worked closely with team members to solve problems.➢ Make recommendations to project manager by analysing project status reports.➢ Documented known problems that are been faced during the rollout and submitting them to project manager.➢ Troubleshooting bank applications having compatibility issues with Windows 10.➢ Coordinating with application owner or vendor to resolve application compatibility issues. ➢ Creating knowledge base articles and SOP’s of troubleshooting process.➢ Updating project manager about the status of the project with project reports and trackers.

Dubai, United Arab Emirates

Key role and responsibilities: ➢ Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.➢ Manage incidents & record incident resolutions in the incident management tool (Remedy).➢ Manage service requests, authorized software installations, new computer setups.➢ Provide initial assessment of urgency and business impact on all support calls.➢ Provide investigation, diagnosis, resolution and recovery for hardware/software problems.➢ Troubleshooting network related problems, diagnosing and solving hardware/software faults. ➢ Troubleshooting issues related to Avaya phones, all kind of printers and scanners.➢ Resolving escalated user complaints without the need of senior management intervention.➢ Provide enhancement request and feedback to management regarding technology environment and client needs through the defined processes. ➢ Ensures the efficient flow of the company’s information systems in order to provide top-level support and maximum performance of client accounts.➢ Updating current infrastructure, deploying new IT assets.➢ Coordinating with vendors. ➢ Provide enhancement request and feedback to management regarding technology environment and client needs through the defined processes.

Dubai, United Arab Emirates

ENBD Network Security Project Security Compliance Software: Clearpass Onguard Agent ➢ Tracked project milestones and deliverables thought out the project lifecycle. ➢ Provided project manager with documented progress reports and staffing evaluations.➢ Coordinated with several teams and provided update on the project.➢ Ad hoc data management tasks as required.➢ Coordinated with SCCM administrator in regards to the software rollout.➢ Deployed clearpass onguard agent software in end user computers. (Approximately 16000 computers all across UAE.)➢ Troubleshooting all kind of software issues related to clearpass onguard remotely and over the phone.➢ Coordinated with windows administrator on migration of all static IP’s to DHCP.➢ Tested clearpass onguard agent in different environments. ➢ Coordinated with the vendor about technical issues of the software.➢ Make recommendations to project manager by analysing project status reports.

Dubai, United Arab Emirates

ENBD ATM ProjectThe main purpose or the project goal was replacing new NCR ATM machines all over the UAE. I have performed following duties during the project:➢ Supported onsite ATM replacement engineers and vendors remotely.➢ Ensure information security compliance in the overall project.➢ Conducted weekly meetings and documented project progress reports.➢ Troubleshooting issues of new ATM machines, which are been replaced. ➢ Prepared knowledge base reports of troubleshooting process.

Doha, Qatar

The company was the largest hospitality firm in Qatar. In brief, I have to serve in a role of install, configure, maintain and support computer hardware, operating systems and applications. Diagnose & troubleshoot technical issues. Apart from these following duties also can be listed;➢ Troubleshooting and solving hardware/software faults.➢ Resolving Network related faults.➢ Talking to staff through a series of actions either face to face or over the phone to help set up systems or resolve issues.➢ Providing procedural documentation and relevant reports.

Newcastle Upon Tyne, England, United Kingdom

The main role of this job was monitoring IT operations and troubleshooting IT systems related issues. Specifically, HP was providing IT infrastructure services for UK government accounts. I had to monitor these systems and report any issues for application teams. I was performing following major duties;➢ Monitor all applications, network, and provide necessary support for application teams.➢ Troubleshooting issues related to various government based applications. ➢ Level1 support for windows operating systems users.➢ Level1 support for network devices.➢ Apply incidents management process during critical and high incidents.➢ Monitor IT Operations daily tasks proactively.

Master'S Degree, Computer Science, Msc

Bachelor Of Science (Bsc) (Hons) Applied Computing, Information Technology, Bsc(Hons)

Activities and Societies: Travelling to cities, Student union welfare committee, Member of the islam students committee.