I am seeking a position within Identity Access Management Analyst, IT Support Analyst ,Business Analyst and Application Support Analyst for an organization that is innovative, has clear goals for their information technology assets, and requires winning solutions for their IT challenges.
Identity Access Management Analyst
July 2017 - March 2019
Managed User Accounts for the ADIA enterprise network (Creation, Deletion, Permissions, and Remote access). Provided second level help desk support for problems relating to Active Directory. Demonstrated strong mentoring skills in training new-joiners and UAE national (interns) on Access Management Revamped and updated/ enhanced existing process and procedure whilst meticulously documenting knowledge base contents. Performed management level auditing responsibilities, providing Incidents reporting from SAP Analytics for SDS level leadership to show volume of tickets and SLA breaches. Handled user account transfers from one field site to another Served as lead contact for Service Desk Side Support Technicians, to provide assistance when trouble-shooting Manage to assign Tasks and incidents and ensured effective resolution within the agreed SLA, OLA and TAT Managed Back log items for many projects by using Microsoft TFS.
IT Support Analyst
September 2012 - July 2017
Provide first-line investigation/diagnosis and resolve incidents/service requests either directly or through coordination with other support teams and escalating other issues to the senior Staff Log all calls in the Service Desk Call Logging system Remedy BMC, allocating categorization and prioritization codes Contributes to the maintenance of incident records throughout the incident life cycle. Supports the investigation of medium impact incidents on business where appropriate and with support from superiors and other team members Participate in knowledge transfer to ensure better grasp of the product and domain. Installs and commission’s desktop systems and routine upgrades, including patches, known errors, changes in availability, new facilities. Assigned as Analyst in many projects (knowledge Management and Windows Upgrade) by manage gathering requirements from SDS, Migration Plan, Managing Resources, training and conducting test sessions.
at Wafa Financial Services
April 2006 - May 2011
Design functionality extensions to bridge gaps in requirements and system features Review enhancement requests from user and build functional solutions to meet specific requirements Manage and maintain test plans for new application functions and work with project leads to communicate the changes in the software to the appropriate group of users. Coordinate with the supplier of the system to successfully deploy software releases in both User Acceptance Testing and Production environments. Perform data analysis tasks with SQL/Toad in order to trouble shoot errors and user questions. Work with the development team to analyze the data when necessary and promptly follow up with the user. Participate in laboratory simulation and testing of evaluated technologies. Develop and produce documentation, user manuals, and training manuals. Helpdesk coordinator for submitting any issue related to Order Management System (OMS)
at Scrum Org
2019 - 2019 (1 year) Dubayy
Master of Applied Science in Information Technology (Project Management)
at Higher Collages of Technology
2012 - 2014 (2 years) Abū Z̧aby
Knowledge and keywords