Meshma Abraham

IT Service Management
- Working actively under IT service desk team supporting head office employees and retail stores under AL YASRA GROUP across kuwait and other regions when required.
- hands on experience with ITSM tools like Service desk plus and Zoho desk to manage all IT related requests across all regions.
- Addressing and resolving real time IT issues and via call, email , IT helpdesk portal and through whatsapp platform providing support for
500+ employees.
- Educating Employees on how to use the IT helpdesk platform in a timely manner to ensure all IT issues are recorded and tracked as per SLA.
- Produced helpdesk daily, weekly and monthly reports of open/closed and aging issues. (help desk authority).

IT Technical Support
- Working closely with a team of 6 support engineers, coordinating to promote excellent customer service, effective response times and provide timely resolutions for every IT requests raised.
- Gathered and analyzed metrics to benchmark the service desk workload/performance.
- Providing basic troubleshooting support for users inquiries on computer software and hardware operations to resolve problems.
- L1 software and hardware support surrounding operating systems, email, network connectivity, application related issues used in the organization and stores.
- exposure to Microsoft Dynamics 365 finance and operations - back office and retail POS( store commerce).

IT Asset Management
- Responsible for updating and maintaining inventory control of all IT hardware components for the organization.
- Maintaining asset details in IT stock inventory system for the devices bought for users in head office and retail stores for the kuwait region.
- Referring the major hardware or software problems or defective products to vendors or technicians for service.
- Coordinating with internal team and suppliers for printer maintenance and toner supplies to ensure smooth operations across head office and retail stores.

IT Vendor Management
-Responsible for the procurement of all the assets for the organization
-Analyzing technical proposals and price quotes of information technology IT equipments provided by various vendors in kuwait region
-Initiating the procurement process for approved ICT assets and supplies by raising a standard requisition and generating Purchase Orders from Manage Engine service desk plus application.
-Providing timely followup on all the assets procured ensure timely delivery.
-Coordinating with vendors and company finance team for the invoices received ensuring timely submission and payment process.

IT Budget and Contract Management
-Preparing and monitoring the ICTD operations yearly budget for the purchase of all IT related softwares and hardwares required for the organization.
-Coordinating with IT and finance team for budget allocation required for each purchase in the IT department.
-Maintaining all IT contracts and agreements in the service desk application ensuring timely renewal and maintenance.
-keeping a track of records for the contracts authorized between AL YASRA and various suppliers by reviewing for completion and signatures, scanning and uploading contracts in the system.

• Managing tickets of enterprise security(Symantec Endpoint Protection) and providing remote support within internal SLA for clients.
• Handling host & server-based security concerns with virus outbreaks. Designing SEP architecture,deployment of SEP clients, configuration of security policies and security event analysis.
• Experienced in Providing security fundamentals and preventing Anti-virus/malware, Spywares, Worms, Trojans, OS attack in client environments. expertise with managing environment with policy management and threat related assistance.
• Design and configuring Symantec endpoint protection setup in the client environment I have hands on experience with Ransomwares and threats related to encryption.
• Configuring Symantec endpoint protection workbench as per the client requirement.
• Experienced in Installing, configuring & maintaining the Symantec endpoint protection Anti-virus software, pushing the update to clients on server level.
• Configuring Symantec endpoint protection workbench as per the client requirement.
• Providing Symantec monitoring network-based IDS/IPS, Symantec Firewall, Application and device control, reporting threats, recommending security improvements in client’s environment.
• Cluster configuration and troubleshooting for Load Balancer and Replication.
• Maintaining the knowledge-based article for the know and new issues