∙ Ensure all project members receive the appropriate response, customer service and support. ∙ Manage IT asset (Desktop/laptop, phones, and printer) inventory for ERSAI. ∙ Ensure TCO/FGP IT processes are followed and create processes for the proper execution of the IT support function. ∙ Track helpdesk tickets and IT SLA’s. ∙ Escalates issues and ensure timely resolution of IT issues. ∙ Creates weekly and monthly/weekly reports and provides status of the IT delivery function or to management as required. ∙ Prepares IT support team for the mobilization of project team ∙ Help facilitate IP/IRM with project SMEs. ∙ Support the teams daily IT needs ∙ Provide Basic troubleshooting ∙ Prepare documentation for IT audit ∙ Open IT trouble tickets for the team ∙ Basic maintenance of GIL equipment, printers, faxes, phones, and projectors in the office ∙ Maintain a list of IT inventory at the office ∙ responsible for the decommissioning of IT hardware and software

Solving all range of IT issues regarding to printers, scanners and Multi-Function Devices including both hardware and software sides. The number of print equipment devices approximately includes 1500 machines. • Working with print servers to provide sustainable service to company. All print jobs send to servers by Follow Me system which include hardware bar code readers from client side and database from server side. Working with Follow Me and HP Access Control services. • Handle all IT equipment installation and support(software and hardware). Install and support all KPO workstations and devices in addition to all auxiliary devices including printers, scanners and Multi Function Devices. • Meeting setup and supporting including Video Conferencing equipment and audio/visual devices including projectors and smart boards. Install software as per user request and deliver remote workstation administration where required. Within the team, deliver KPO Hardware Replacement activities across all KPO and in accordance with KPO hardware replacement cycle.

- Handle all IT equipment installation and support (software and hardware): Install and support all KPO workstations and devices additional to all auxiliary devices including printers, scanners and Multi Function Devices. - Video Conference system equipment support with meeting setup.

• Programming information system for university • Working out applied software (Delphi XE,2010) • Administration of a DB (SQL Server, MS Access) • System Administration(Computer network of more than 100 Windows XP)

• System Administration LAN (20 computers Windows XP) • Service and repair, configuration software

School of Computer Science, MSc Computer Science

Information Systems, Information Systems

KPO b.v., H&S

ITIL, IT