AHMED ABDUL HAMEED
Technical Specialist, Smart Management Solutions
Mobile : +966 56 944 7679
E-mail :
[email protected] CAREER OBJECTIVE
To be genuinely involved in the challenging assignment and to attain a responsible position in an
organization that offers ample opportunity to improve my professional skills.
WORK EXPERIENCE
SMART MANAGEMENT SOLUTIONS, RIYADH, KSA (August 2019 to Present)
Designation: Technical Specialist
Project – Self Service Kiosk Machine, STC
▪ Assisting the Technical Manager in identifying and planning in improving project process
▪ Define and document the KPIs, reporting and key controls for the service level management
process
▪ Organize and prepare work schedules for employees to ensure the appropriate amount of staff is
available for each work shift
▪ Constantly reviewing the company’s current service activities and processes
▪ Perform root cause analysis to find out what is not working and why not
▪ Acting as a central point of communication with in the service delivery & customer service team
▪ Interacting with customer service team to gain feedback and build relationships
▪ Coming up with service improvement plans that are proven, practical and effective
▪ Keeping accurate and appropriate administrative records, files and documentation
▪ Producing management information and reports as required by managers and management
▪ Analyze and justify escalated issues from customer
▪ Manage and supervise staff of 40 field engineers for STC Self Service Kiosk Machine Project
▪ Monitoring field engineers to resolve tickets with in SLA and providing them technical support
▪ Providing on field technical training to new employees
▪ Analyze, coordinate with developers for any changes required in portal & mobile application (CRM)
▪ Generating tickets of Complaint, FLM, PM and maintenance of portal (CRM)
▪ Preparing and testing new machines before delivery
▪ Troubleshoot issues remotely (Dispenser, Printers, Windows, Re-Image, Application)
▪ Upgrade of all SSM’s version from Windows 10 LTSB 1809 to Windows 10 LTSC 1909
▪ Backup & Restore of image through Acronis True Image
▪ Visiting on kiosk machines and resolve issues if required
▪ Maintain inventory for hardware spare parts and software’s
▪ Receive, update and record consumed consumables for SIM Cards, Receipt Rolls
▪ Design procedures for portal, mobile application, troubleshoot
▪ Providing 24/7 on call help desk support to FE’s and customer support team
▪ Consult other projects on IT Support
ETESAL COMMUNICATION COMPANY, RIYADH, KSA
Designation: Technical Support (January 2010 to January 2018)
▪ Broad knowledge of hardware, network & software fundamentals with solid troubleshooting skills
▪ Excellent communication skills written and verbal, able to clearly articulate technical issues and
activities to both technical and non-technical staff of various nationalities and cultures
▪ Adding, maintaining and removal of the users within the active directory
▪ Adding, removing, or updating user account information, email account and resetting passwords
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▪ Backup and restore of Microsoft outlook
▪ Manage the user, computer environment by using group policy
▪ Ensure adequate antivirus protection, solutions are maintained and updated
▪ Management of the daily data backup and retrieval scheme
▪ Installing and operating windows desktop and server operating systems
▪ Installing software, troubleshooting hardware and windows operating system issues
▪ Telephonic/remotely technical support to customer
▪ Excellent problem analysis and solving capability, training to user, maintenance of software
▪ Identifies, investigates and researches user questions and problems as well as recognizing,
isolating and resolving (Hardware, Software, Networking) problems
▪ Troubleshooting network printers, scanners and other peripherals
▪ Respond quickly and efficiently to all incoming calls for information
▪ Ensure that all incoming emails are replied in a prompt and with pertinent information
▪ Ensure desktop computers interconnect seamlessly with diverse systems including associated
validation systems, file servers, email servers, application servers, and administrative systems
▪ Troubleshooting network connectivity
▪ Management of the daily data backup and retrieval scheme
▪ IT asset management through documentation of all assets (Issue, Return, Exchange and damage)
▪ Access point configuration and maintenance
▪ Maintaining daily service logs reports and managing stocks for equipment, consumable and other
supplies
▪ Dealing and coordinating with IT suppliers and arranging quotations for purchasing IT products
▪ Knowledge of cisco routers and switches
▪ Ability to multi-task, with strong ownership and demonstrating an appropriate sense of urgency
▪ Active listening techniques to understand and interpret client issues
▪ Strong team skills whilst able to work independently with minimum supervision
OCTA GROUP, RIYADH, KSA
Designation: IT Support (January 2008 to December 2009)
▪ Installation on all types of windows operating system Microsoft knowledge base
▪ Diagnose, troubleshoot, resolve hardware, software, or other network and system problems, &
replace defective components when necessary
▪ Configuring & maintaining email applications or virus protection software
▪ Configuring official Email on laptops, smartphones and tablets
▪ Configuring, backup & troubleshooting MS Outlook
▪ Configuring & troubleshooting ADSL modems
▪ Shared folders, NTFS permissions and user profiles
▪ Frequent update all security / patches / service pack etc.
▪ Retrieving data from recovery and backups
▪ Remote management using remote assistance
▪ Maintenance of LAN networks and email backup
▪ Expertise in network printers, plotters, and scanners troubleshooting (HP, Xerox, Canon & Epson)
▪ Purchasing IT Products like servers, routers, switches patch panels, desktops and laptops
▪ Cooperating with purchase department to release P.O with approvals & maintaining all records
▪ Registration, cancellation and maintenance of Bio-Metric system for all employees
▪ Knowledgeable on end point and infrastructure technologies (MS Office, Skype, Windows &
Exchange), Mobile Technologies (Android, iPhone)
▪ Developing infrastructure systems to meet company needs
▪ Identifying, diagnosing, and resolving network problems
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QUALIFICATION
EDUCATIONAL QUALIFICATION
▪ B. COM, ANDHRA UNIVERSITY, INDIA
TECHNICAL TRAINING
▪ CCNA, CCNP, SOLUS INFORMATICS, HYDERABAD, INDIA
▪ MCSE, SOLUS INFORMATICS, HYDERABAD, INDIA
▪ NETWORKING, SOLUS INFORMATICS, HYDERABAD, INDIA
▪ COMPUTER HARDWARE, SUNNET SYSTEMS, HYDERABAD, INDIA
TECHNICAL CERTIFICATION
▪ MICROSOFT CERTIFIED SYSTEM ADMINISTRATOR
PERSONAL DETAILS
Name : Ahmed Abdul Hameed
Marital Status : Married
Iqama : Transferable
Nationality : Indian
Languages Known : English, Hindi and Telugu
GCC License : KSA
Place : Riyadh
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