OBJECTIVE

To tackle new challenges; to seek better opportunities; to gain more experience and to earn a better life.

EDUCATION

1998-1999 University of Balamand, El-Koura

• B.S., Computer Engineering (Not achieved).

1993–1997 University of Balamand, El-Koura

• B.S., Computer Science.

1992–1993 Balamand Secondary School, El-Koura

• Lebanese Bacc. II, Math. Elem.

EXPERIENCE

1999–till date Byblos Bank S.A.L. Achrafieh, Beirut

2005–till date Desktops & IT Support Supervisor

·         Desktop support quality assurance: defining the quality monitoring process (average response time, periodic checklists…). Making sure that quality of interventions is implemented, good response time, good follow-up, timely and efficient escalation for all Byblos Bank Desktops and Laptops.

·         Ensuring that hardware, software and Data standards are properly deployed on all desktops through on site interventions or through automatic updates and deployment or remote assistance tools.

·         Controlling service level agreement with suppliers (CIS, Quantech...)

·         Training support officers during their shifts on new technologies and standards implemented.

·         Maintaining and ensuring set-up of the Bank's applications on the workstations (Globus, Card Management, Retail, Mecanique, Bancassurance, Credit scoring...) according to current procedures and standards.

·         Documenting and updating all Support procedures, Data policy, Hardware policy, and Software policy.

·         Testing all Bank’s applications and Globus update patches in “Virtual Branch” Lab within Banking Technology Dpt. (BT) before deployment in Branches and HQ.

·         Project Manager for deploying Windows XP and all other applications through RIS, BDD and SMS technology from Microsoft. (2005)

1999–2005 IT Support Officer

·         Installing and maintaining all necessary infrastructure components on the workstations (MS Windows, MS Office, Antivirus, network setup, service packs, Security patches...)

·         Installing and maintaining the Bank's applications on the workstations (Globus, Card Management, Retail, Mecanique, Bancassurance, Credit scoring...)

·         Offering to Byblos Bank users a full helpdesk for all type of applications (Globus, Retail, Cards, Office applications...)

·         Ensuring quality control for all calls, tickets, technical incident and infrastructure failures within BT.

·         Working with the Globus development team in designing Bank’s specific deal-slips and other menus upon request.

·         Applying hardware standards on the workstation level (PCs, printers, check readers...)

·         Ensuring hardware support on PCs, printers and all peripherals. Coordinating with local suppliers CIS, Quantech, and other suppliers for laptops and printers.

·         Coordinator of the merger of Retail Products Dpt. between Byblos Bank S.A.L. and ABN Amro Bank. (2002)

·         Deploying SMS 2.0 in 70 branches (including packaging, collections, advertisements, reporting,…) (2004)

1996–1999 Don Carlos Bookshop, Fih - El-Koura

IT Technician

·         Selling computers to end-users.

·         Installing and/or upgrading desktop hardware and software.

·         Diagnosing and fixing problems associated with any desktop application or hardware including printers, scanners and other peripherals.

·         Configuring PC network parameters.

1997–1998 Ecole Technique Nader, Deddeh - El-Koura

Teacher, Lab Supervisor

·         Course: “ Technologie de L’informatique”

·         Classes: BT2, BT3.

1997 Villa Nadia (Château des Oliviers), Haykalieh - El-Koura

Web Page Designer

·         Designing the web page: http://www.chateau-des-oliviers.com

·         Providing continuous updates and Web Hosting for the site

TRAININGS

• Introduction to Unix (1999)
• AIX V4 System Administration – Quantech (2000)
• Introduction to Globus (2000)
• Security Management System on Globus (2001)
• Globus – Retail Products (2002)
• Bancassurance (2002)
• Modern Project Management (2002)
• Bills Management (2003)
• Bancassurance II (2003)
• Performance Management System (2004)
• Managing Microsoft SMS 2003 – New Horizons (2005)
• Microsoft Management Workshop – Safir Heliopolitan Hotel (2005)
• ITIL Foundation Certificate in IT Service Management - HP Training Center (2007)

COMPUTER

KNOWLEDGE

• Pascal, Assembly, HTML, C++…
• Microsoft Operating Systems (DOS, Windows 3.1 / 95 / NT / 98 / ME / 2000 / XP / 2003)
• Unix (AIX 4.0).
• MS-Access, MS-Word, MS-Excel, MS-FrontPage…
• Graphics Software (Adobe PhotoShop, GIF Animations…).

LANGUAGES

• Arabic, French, English: Fluent