Sohiab R. Email & Phone Number

London

York Road Business Park, England, United Kingdom

Dynamic and results-oriented Application Support Manager with over 15 years of experience in the IT industry, specializing in application support, system administration, and IT service management. Recognized for improving system stability and user satisfaction by seamlessly managing application environments and leading skilled support teams. ITIL certified with a strong record in implementing best practices, troubleshooting complex issues, and driving continuous improvement initiatives.Spearheaded a team of 20 application support analysts in providing tier 2 support for 200+ applications, ensuring 97.5% uptime.Implemented ITIL-based processes to ensure uptime and efficient management of systems, utilizing ServiceNow as a pivotal tool for incident management, problem resolution, and service request fulfilment.Coordinated with cross-functional teams to facilitate smooth application releases, updates, and maintenance activities.Oversaw the creation and maintenance of comprehensive documentation for system configurations, processes, and service records within ServiceNow, enhancing accessibility and knowledge sharing.

London, United Kingdom

The Senior Support Analyst is responsible for the technical resolution of application support incidents and problems across a variety of technical platforms across the Trust’s suite of applications.Managing a small team, the role will involve developing relationships with stakeholders in clinical and non-clinical business areas, liaison with third party suppliers and working with internal technical teams to resolve incidents, understand root cause and deploy fixes/changes to the production environment.• Guide and support the Application Support Analysts who provide a direct point of contact fortechnical escalation of application incidents (2nd line) from the IT Service Desk (1st line)• Responsible for identifying, raising and owning problems and representing the Support Team in the Problem Management forums and work with multidisciplinary teams to resolve problems.• Ensure that applications are effectively monitored and available for use and that appropriatebusiness and technical communications are issued for any incidents impacting applicationsavailability.• Responsible for reviewing and conducting impact assessments on change records, and actively participate in the Change Advisory Board (CAB).• Document and transfer knowledge for known problems and workarounds to the IT Service Desk team to improve the number of incidents resolved on the initial call.• Line management responsibilities for the allocated support team including; managing sickness and absence, grievances, disciplinary issues, delivery of training, recruitment and retention of staff.• Line management responsibilities for the allocated support team including; managing sickness and absence, grievances, disciplinary issues, delivery of training, recruitment and retention of staff.• Identify process improvements for applications management and ensure process conformance.

• Maintain weekend contact with each tenant to be assured of his/her health and well being• To offer appropriate support to our tenants, according to each individuals needs and abilities• Ensure tenant records are updated as necessary• To follow individual risk assessments• To respect confidentiality and follow policy guidelines• To ensure that the Community Living Code is observed by all our tenants and take appropriate action to deal with any breach.• To advise the Associations relevant officer of any malfunction or faults, and ensure the security of the premises.• To ensure that the fire regulations are complied with and advise the Manager if there is any risk• To ensure that legislation and regulations concerning environmental health and health and safety are complied with and to report to the Team Leader where action is required.• To comply with the Associations Health and Safety Policy• To complete Health and Safety inspections at the start of each shift in accordance with the project procedures.

London, United Kingdom

• Working with suppliers and contractors, liaising with the suppliers to ensure testing software prior to release to Guy and St Thomas sites.• Daily support, checks, configuration changes of trust servers, software applications and systems. Providing daily responses to all second line queries to customers at all levels from the public sector.• Maintenance and System Admin Support covering over 100 trust wide applications. • Troubleshooting data related problems and querying and scripting in SQL.• Deal efficiently with server downtime, troubleshooting and escalating where appropriate. • Meetings with Stakeholders, Project managers to understand Business System requirements.• Updated Knowledge base articles and passing on knowledge onto other team members for common problems that users may be experiencing.• Active Directory administration including User groups and permissions• 2nd Level technical problem analysis and resolution of client issues with the aid of available appropriate bespoke tools (e.g. Remote Support, FAQs, Troubleshooting Guides, and Knowledge base articles). Log actions taken and resolution.

London, United Kingdom

• Provide local, regional and global technical support for NDESP accredited screening applications.• Assist in remote implementation, configuration and testing.• Provide training for staff team during roll outs of software upgrades• Escalate or transfer problems when needed.• Document, track and monitor all problem/resolution activity in the ticketing system.• Excellent understanding of help desk operations.• Excellent verbal and written communication skills with technical and non-technical staff and end-users.• Motivated self-starter and able to work independently.• Strong teamwork skills to maintain strong working relationships within and outside IT, to develop a results-oriented work environment.

Hemel Hempstead, United Kingdom

• Provide local, regional and global technical support for web based application in relation to • • Screening services including Bloodspot, ESP and NIPE.• Monitor call volumes and ensure SLA's are adhered to in relation to support calls. • Contributions toward increasing call volumes and reducing call volume overall. • Client conference calls and liaising with Project Managers, Program Managers and Business Analysts. • Performing UAT testing and acceptance testing where required. • Outlining bugs and suggesting solutions when testing and working independently on work of a varying nature. • Coaching junior member's of the team and ensuring knowledge is transitioned.• Producing documentation and updating KE articles within the ITIL framework where appropriate.

Hemel Hempstead, United Kingdom

• Provide local, regional and global technical support for web based application.• Assist in remote implementation, configuration and testing.• Technical troubleshooting of web application issues.• Answer and appropriately handle incoming customer support requests via phone, e-mail, voice mail, IM, and in-person requests.• Escalate or transfer problems when needed.• Document, track and monitor all problem/resolution activity in the ticketing system.• Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth.• Experience with SQL and ability to create and understand SQL scripts.• Excellent understanding of help desk operations.• Excellent verbal and written communication skills with technical and non-technical staff and end-users.• Motivated self-starter and able to work independently.• Strong teamwork skills to maintain strong working relationships within and outside IT, to develop a results-oriented work environment.

• Analysing reporting needs and Developing/testing new reports.• Working with T-SQL and SQL Server and developing scripts and reports from client’s relational databases. • Providing Day-to-day support for bespoke applications and organizing priorities to work ensure delivery of customer issues.• Supporting business users in their use of applications and databases.• Experience of Excel, and macro/VB programming. • Development of documentation in order to help with process improvement and clearer understanding of offshore teams. • Debugging, unit testing and integration testing of client solutions provided.• Ensuring defects are fixed and technical solutions to client problems are provided in accordance with SLAs• Providing root cause analysis for issues• A good working understanding of business objects.• Mentoring a team of 5 offshore support staff and providing support and feedback as necessary.• Developing a strong, transferable knowledge of the individual businesses of the customer base, including the financial and banking industries• Working within an ITIL frame work with a good understanding of ITIL. • Creating Reports using crystal reports client interactions.

• Further key tasks included the analysis of client activity using Kismet Gaming Software, Risk Guardian and Trustmart• Retaining full responsibility for the upkeep and development of a range of databases detailing vital casino information• Producing detailed, professional-standard reports for the management team using Microsoft Excel• Maintaining a focus upon the provision of high-level client care, with ongoing accountability for the management and recording of complaints and enquiries• Analysing the exact requirements of the customer in order to innovate effective methods for customer service response • Strategically responsible for the review and development of customer service processes for a popular online casino

Working within a development team and delivering software to various users desktop’s via Microsoft exchange and active directory

• Managing, training, developing and motivating a sales team. Setting and reaching sales target.• Purchasing and negotiating with customers for Hardware and Software and working with customers in support.

• Managing, training, developing and motivating a sales team. Setting and reaching sales target.• Building, upgrading, installation, administration, configuring of Servers and Workstations for an NT/2000 based LAN/WAN.• Working with supporting customer’s software such as MS Office. • 2nd/3rd line Hardware and Software support for over 250 users. • Purchasing and negotiating with customers for Hardware and Software and working with customers in support. • Remote support of servers and clients using VNC. • Setting up remote access and Internet VPN for remote users. • Using Ghost to image servers and desktop systems.