Raid Alyassiri Email & Phone Number

London, Gb

Oakbrook Terrace, Il, Us

o Manage a Global Applications Support team and all the team’s workload, operations, SoPs, and guidelines.o Manage the team’s workload and resources to ensure courteous, timely, and effective resolution of all tickets. o Design and implement SLAs in consultation with the IT delivery team and business stakeholders to establish resolution expectations. o Manage the Application Support Team relationship with external and internal stakeholders.o Use SQL commands and server logs to investigate application issues and incidents and produce RCAs. o Lead the installation, configuration, or customization of 3rd party applications: Tumbleweed, BizTalk, D365, and many APIs implementation. o Manage escalations and provide customer service to dissatisfied users. o Conduct meetings and calls to diffuse situations and provide workaround and long-term solutions. o Prepare Applications Support operational reports detailing performance, progress, trends, and recommendations. o Assess the need and present any system change or reconfiguration based on incidents and requests trend.o Manage post deployments tests to ensure problems effective resolution. o Manage 3rd party applications and vendors’ relationship. o Identify and recommend end-user training programs to increase system usage and self‐sufficiency. o Member of the incident management group where the ITIL suite is applied to handle Incidents, Requests, Problems, and Change Requests. o Member of the project management group where prospective and on-going projects are discussed and prioritized, and resources allocated.

Oakbrook Terrace, Il, Us

o Manage the CT Support tickets processing to ensure courteous, timely, and effective resolution. o Manage and supervise operational activities of the CT Support/Tier 2 global team. Train, coach, and mentor CT Support Technicians. o Build CT Support Standing Operating Procedures (SoPs) and guidelines. o Design and implement new processes and develop innovative approaches for continuous process improvement. o Create and implement CT Support Service Level Agreements in consultation with the CT Managers and business stakeholders to establish problem resolution expectations. o Impose request handling and escalation policies and procedures. o Provide 2nd tier support for technical incidents. o Prepare operational reports and analysis detailing progress, performance, trends and appropriate recommendations or conclusions. o Plan and conduct performance appraisals of CT Support staff. Identify and recommend end-user training programs to increase system usage and self-sufficiency.

o Lead and manage the International IT support team to ensure consistent delivery, high standard performance, and customer satisfaction. o Provide tier 2 support to issues related to hardware and software. o Order, reimage, configure and allocate PCs/laptops, servers and phones while maintaining the inventory to ensure integrity and compliance. o Create and manage domain accounts, set up security permissions for users to access domain resources, database, and applications. o Manage the international offices network, ADs, DNS, DHCP, ISA servers, and file print servers. o Manage the file/data backup systems, ARCserve.

o Provide tier 2 support on issues related to Desktops, Laptops, Servers, Printers, Scanners and Blackberries, Windows XP, Office 2003 and 2007, Cisco VPN and Microsoft VPN connection.o Manage and support MS Servers, Active Directory, DNS, Exchange Server 2003, ISA Server 2004 and 2000, Spam Filters and BrightStor ARCserv Backup. o Administer users’ accounts on in-house and vendors’ applications.o Investigate network issues and administer VOIP phone system.

o Install, configure and troubleshoot software and hardware including Laptops, Printers, Scanners, PDA’s and various 3rd party system, MS NT4.0, ’95, ’98, 2000 and XP, MS Office, IE and Anti-virus. o Install and configure third party systems & applications. o Troubleshoot network switches and routers.

Bsc, Information Systems And Management

Bachelor Of Science (Bsc), Computer Science