Highlights:

Skills:Microsoft Dynamics 2011, Windows Operating System, Microsoft Office Suite, ATMs, Microsoft SQL, ITIL

Certification:CompTIA A+ Certified ITIL V3 Foundation Certified Currently pursuing PMP Certification

Senior Analyst, System Support 11/2017 - current
First Abu Dhabi Bank, ABU DHABI, ABU DHABI United Arab Emirates
Industry: Banking
Currently working with Cards & ATMs Solution Development/Build Team. Contributed in integrating ATM/CDM services throughout the FAM Merger project.
My job are responsibilities as SME for ATM/CDM are ; Working with project team/distributor parties (vendor) for new requirements/initiatives as SME for FAB Services provided via different channles, eg; Kiosks, Queuing System services by following SDLC lifecycle till live. Working with ATM Production Support Team in problem solving for issues reported in ATM/CDM NCR Aptra Suite (ATM incident monitoring, transaction monitoring, ATM cash management, transaction disputes) SME for ATM/CDM for FAB Integration Project; Contributed in aligning FAB ATM/CDM (NBAD ATMs + FGB ATMs) transaction Processing, end to end transaction posting as per business requirements. Managed and contributed execution of SIT, UAT with respective stakeholders – assisted in problem solving for given transansaction processsing issues with Swtich/Middleware, by analysing transaction request/response NDC messages, error codes, reconcilliation issues and recommending solutions to Swtich and MiddlewareTeams. Documented issues/fixes during SIT, UAT. Managed ATM/CDM Build deliverables by vendor (NCR). Obtained acceptable ATM/CDM build deliverables (ATM/CDM Transaction Flow/Screens) aligned with FAB Requirements. I contributed in preparation of schedule and plan deployment of FAB ATM/CDM Build to a feet of 500+ ATM’s for customer day 1, identified/enlisted portential issues/risks and their corrective actions. Pro actively aligned IT stakeholders (Vendor, Switch, Middleware, reconcilliation teams) accordingly for upfront resolution of reported issues on FAB go live on ciustomer day 1. SME for ATM/CDM for FAB Oman Windows 7, Aptra Activate Projectl Contributed in SIT, UAT on FAB OMAN Aptra Activate Smart Deposit end to end functionality on FAB OMAN CDM’s. Documented concerns/changes notified by Business during test. Co-ordinated with vendor on timely delivery of respective CDM fixes, , documented fixes deployed. Planned and executed Windows 7/Aptra Activate Project for FAB OMAN ATM/CDM’s by following SDLC lifecycle till Completion on final acceptance of CDM Build deliverable by FAB Oman Business team.--
SENIOR TECHNICAL ANALYST 01/2014 - current
NBAD, ABU DHABI, United Arab Emirates
Working as CRM Administrator/NCR Aptra Vision/Opticash/Exchange/Channel Management Suite Administrator, INETCO Application Administrator
As CRM Administrator, my job responsibilities are ; • Support for adding master data in to system • Support for adding business users and their security set-up • Maintain scheduled DB backups (in support by database admins) • Apply MS CRM regular roll-ups and patches; • Windows Server Patch Updates whenever available (in support by Windows Server Administrators); CRM related Day to Day tasks; • Monitor servers/services perfomance on daily basis; • Respond/resolve day to day queries/issues been reported; • To make sure accurate/up to date data is been uploaded in CRM Database; As NCR Applications Administrator; NCR Aptra Vision (ATM Monitoring/Incident Reporting Tool) • Define/configure/update Cashpoints (ATM’s) on NCR Aptra Vision whenever need by Business; • Provide technical/system support to ATM Monitoring Team; mainly with ATM incidents/reports, user administration. NCR OptiCash • Define/configure/update Cashpoints (ATM’s) on NCR OptiCash; • Provide technical/system support to Business users’; mainly setting up users’, roles, checking/verifying ATM history upon new or reclocated for better/close to accurate forecasting for ATM replenishment; NCR Channel Management System (ATM Campaign) • Provide technical/system support to Business users’; mainly setting up users’/roles/ATM Campaign status/reports; • Deploy campigns to ATM’s as needed by Business; NCR Aptra Exchange/Gasper EJ (ATM EJ/Patch Management System) • To make sure ATM’s are defined with accurate data for timely recievable of EJ’s for Business reconciliation process; • Deployment of patches for if needed (provided by vendor) to ATM’s; • Deploy ATM/CDM campaigns/screens as needed/required by Business; ATM/CDM related Day to Day Task’s; • Monitor Server performance/services responsible for Aptra Vision, Incidents reporting, scheduled activities. • Provide ATM/CDM dispute investigation report for any given dispute reported by Business; • Provide EJ’s/Cheques info to Business (for if for any given reason ATM/CDM EJ or Customer info not available); • Resolve ATM/CDM technical issues/followup with network team/vendor whenever needed; • ATM Setup (before live); • Server Patch Updates whenever available (in support by Windows Server Administrators);--
Senior Analyst, System Support 01/2014 - 11/2017
NBAD, ABU DHABI, ABU DHABI United Arab Emirates
Industry: Banking
Joined ATM Production support team in Jan 2014. Was working as Senior Analyst, System Support supporting CRM, ATM day to day tasks.
As CRM Administrator, my job responsibilities were ; Managed deployment of MS Dynamics 2011 Service Management System (Complaints Management System), Reports, Dashboards, Data Migration and Integration in Apr ‘2014 for Business users’ for them to be able to serve customers more efficiently and in timely manner for any given complaints/suggestion raised. (only of UAE region); Setup Organization Structure of the Bank for Dynamics CRM Implementation and Security for Business users; Applied MS CRM regular roll-ups and patches; Support for adding master data in to system, adding business users and their security set-up after Go-Live; Successfully implemented Complaints Management System (MSDynamics) for NBAD regional office’s namely USA, London, Paris, Bahrain, Oman, Hong Kong, Malaysia and Kuwait in Dec ‘2014 upon successful implementation in UAE as required by Business; Maintain scheduled DB backups (in support by database admins), Windows Server Patch Updates whenever available (in support by Windows Server Administrators); CRM related Day to Day tasks; Monitor servers/services perfomance on daily basis; Respond/resolve day to day queries/issues been reported; To make sure accurate/up to date data is been uploaded in CRM Database; ATM/CDM related Day to Day Task’s; Monitor Server performance/services responsible for Aptra Vision, Incidents reporting, scheduled activities. Provide ATM/CDM dispute investigation report for any given dispute reported by Business; Resolve ATM/CDM technical issues/followup with network team/vendor whenever needed; ATM Setup (pre live); Server Patch Updates whenever available (in support by Windows Server Administrators); Define/configure/update Cashpoints (ATM’s) on NCR Aptra Vision whenever need by Business; Define/configure/update Cashpoints (ATM’s) in OptiCash; Provide technical/system support to Business users’; setting up business users’, security roles, checking/verifying ATM balance history upon new or reclocated ATM for better/close to accurate forecasting for ATM replenishment; Design ATM Campaign’s as per business requirement. To make sure timely recievable of ATM/CDM EJ’s to reconcilliation system for reconciliation process; Deployment of patches/fixes for if needed (provided by vendor) to ATM’s; Deploy ATM/CDM campaigns/screens as needed/required by Business;--
Assistant Team Leader / Senior Desktop Support Engineer 07/2005 - 12/2013
NBAD, ABU DHABI, United Arab Emirates
Industry: BANKING
Provide Professional support to user with respect to any given computer related issues Mentor Desktop support team
• To mainly followup pending issues with IT Service Desk • Assign Desktop support task’s accordingly to desktop support team • Attend meetings with the Team Leader • Conduct performance review for Desktop Support Team • Conduct interview’s for any new desktop support/service desk recruit • Co-ordinate with other IT support teams for any major issue and forward solution provided to desktop support team As Senior Desktop Support Engineer; • To provide quatlity desktop technical support software/hardware to users • Setting up printer server’s for NBAD branches; which includes installation, configuration of printer’s • Setup Network Document Server’s (installation/cofiguration) with support by Server/Exchange System Administrators • Assist Desktop Support team for any given issue whenever/wherever required--
Senior Computer Technical Support Engineer 07/1998 - 01/2004
New Al Ra'ed Est., ABU DHABI, United Arab Emirates
Industry: IT SOLUTIONS
Was IT support co-ordinator for a leading client NBAD where I was responsible to take up desktop related issues/task’s reported by NBAD IT service desk and assign NAR PC support staff to assist user’s at any given NBAD branch, by visit or by phone accordingly.
• Administor/maintain Windows 2000 Server and Exchange 2000 Server at office • Planning/designing and Setting up Computer Network’s for clients as per their requirements • To provide Technical support on installation/configuration of Compaq, HP and IBM Servers for clients • Was responsible for assigning technical support staff to various clients for Desktop PC’s/Server hardware/software related issues • Was Providing onsite/tele technical support for Windows/Office Applications • Did setup CISCO 801 Router (ISDN Dialup) for a client • To provide IVR Hardware Technical Support to some of leading banks eg: National Bank of Abudhabi, Arab Bank--

University of Portsmouth 09/1998 - 07/1999
ABU DHABI, ABU DHABI, United Arab Emirates
Degree: Bachelor's Degree
Major:Busines Computing
BSc in Business Computing Final Year after Higher National Diploma in Computing (from Scottish Qualification Authority) SQA/UOP Abudhabi Campus

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