Lutfi AlQuqa

• Worked with ITSM tools (BMC Service Desk Express,BMC FootPrints and BMC Remedy), part of the responsibilities:

Install.

Upgrade.

Customization.

Troubleshooting issues with permanent fix.

Building processes.

Building Reports.

• Work with Crystal Report.
• Work with Microsoft SQL.
• Provide comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
• Eliminate downtime and maximized revenue by providing top project quality control.
• Improve operations through consistent hard work and dedication.
• Resolve problems, improve operations and provide exceptional service.
• Manage on-site evaluations, internal audits and customer surveys.
• Identify issues, analyze information and provide solutions to problems.
• Develop team communications and information for meetings.
• Deliver service to customer within specific timeframes.
• Prepare a variety of different written communications, reports and documents to ensure smooth operations.
• Collaborate with department or management to achieve result.
• Participate in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Increase customer satisfaction by resolving issues.
• Oversaw daily operations to ensure high levels of productivity.
• Deliver exceptional level of service to each customer by listening to concerns and answering questions.
• Use coordination and planning skills to achieve results according to schedule.
• Create plans and communicate deadlines to ensure projects were completed on time.
• Work closely with management to maintain optimum levels of communication to effectively and efficiently complete projects.
• Work with customers to understand needs and provide excellent service.
• Demonstrate respect, friendliness and willingness to help wherever needed.
• Gather data from incidents that had been remedied for careful review and analysis to prevent future events.
• Assesse incident priority based upon impact to business and escalate issues as necessary.
• Develop remediation plans for potential incidents ahead of time and make appropriate changes during emergencies.
• Handle high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Lead and assist technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversee development and implementation of improvements to support.
• Coordinate with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
• Coordinating projects, define scope, and manage milestones.
• Analyze architecture design, scoping, implementation, testing and deployment needs to define project requirements.
• Lead team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
• Resolve conflicts and negotiate mutually beneficial agreements between parties.
• Lead projects and analyze data to identify opportunities for improvement.
• Use critical thinking to break down problems, evaluate solutions and make decisions.
• Monitor issues carefully and reach out to customers to provide immediate resolution and maintain satisfaction.
• Supervise work of employees to keep on task for timely completion.
• Follow incident management protocols and restore provided IT services to normal operation as quickly as possible.