Feda Abukhadrah

• Leading a team of technical support specialists by Oversaw day-to-day operations, including task assignment, scheduling, and performance management

• Managing PX's Main client’s (Mackenzie Health) First Smart Hospital in Canada infrastructure via MDM platforms.

• Managing Apple Business Manager deployments and configurations.

• Analyzed root cause of incidents using problem management tools such as ITSM.
• Managed projects from conception through implementation including design reviews, change control process adherence, testing plans development, deployment coordination with stakeholders, post-implementation review meetings
• Worked closely with other teams such as IT Operations and Infrastructure Services or Development Teams on cross-functional initiatives.

• Respond to support requests in person, via phone, emails and remotely.

• Created historical records by documenting hardware and software changes and revisions.

• Replacing hardware parts (iPads, adapters, cables, device holders, Bedside tables, and wall Arms).

• Maintaining and updating the hospital's technical infrastructure, including hardware, software, and networking equipment.

• Troubleshooting technical issues within the hospital and meeting SLAs and effective solutions.

• Managing relationships with technology vendors(Get-well Network, JAMF, LG, GCX, Cisco, Microsoft, Apple, Okta) and service providers to ensure the hospital receives high-quality services and support.

• Responding to technical support requests from hospital staff, particularly nurses, related to the VOIP nurse calling system.

• Implementing and monitoring (iOS and app upgrades, Logs, QA, and UAT progress).

• On-boarding new team members and training.

• Evaluated software or hardware to recommend improvements or upgrades.

• Stayed up to date on information technology trends by attending training and conferences.

• Provided technical support to customers by troubleshooting and resolving hardware and software issues.
• Configured, maintained, and monitored computer systems for optimal performance.
• Installed and tested operating systems, applications, updates, patches, and service packs.
• Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
• Assisted users with password resets and account lockout resolutions.
• Managed multiple projects simultaneously while meeting deadlines.
• Provided technical support for hardware, software and network issues to end-users via phone, email and remote access.
• Coordinated with vendors regarding backorders, returns, damages or discrepancies in order fulfillment process.
• Ensured accuracy of work by inspecting outgoing shipments for completeness prior to loading onto delivery vehicle.
• Implemented proper storage methods for products within the warehouse facility.
• Compiled reports on daily operations such as number of orders filled, shipped items, utilizing computer systems or manual processes as required.
• Oversaw delivery, packaging and shipment accounting for material transitioning from warehouse to showroom or delivery.
• Prepared work orders, bills of lading or shipping orders to route materials.

• Resolved routing, wireless, and other network-related issues.

• Installed wiring, cabling, and devices to establish, repair and improve network operations.

- Spearheaded resolution of intricate technical issues encompassing POS systems, network connectivity, and help desk operations, employing advanced diagnostic techniques and tools to ensure swift problem resolution and minimize downtime.
- Led a team of 6 technical support specialists in diagnosing and resolving complex POS system issues, leveraging tools such as [Insert POS Management Software] to perform comprehensive system analyses, troubleshoot hardware and software malfunctions, and optimize system performance.
- Oversaw the configuration and troubleshooting of network infrastructure components, including routers, switches, and access points, utilizing tools such as ME OP Manager to monitor network traffic, identify bottlenecks, and implement proactive measures to ensure optimal network performance and stability.
- Implemented and managed an advanced help desk and ticketing system powered by FreshDesk orchestrating seamless ticket assignment, tracking, and resolution processes to streamline customer support operations and achieve rapid incident resolution, resulting in a 20% increase in help desk efficiency.
- Provided remote technical assistance to clients and team members using state-of-the-art remote desktop support tools like anydesk, conducting thorough system diagnostics, troubleshooting software issues, and guiding end-users through step-by-step solutions to restore functionality and enhance user satisfaction.
- Conducted in-depth root cause analyses of recurring technical issues, collaborating with cross-functional teams to identify underlying causes, implement corrective actions, and prevent future incident.

- Developed training materials for new hires and existing employees regarding technical procedures and processes.

- Conducted regular performance reviews of technical support team members to ensure quality assurance standards were met.

- Assisted in training new staff members on operating POS systems.

- Resolved discrepancies between physical counts and system inventories.

- Created detailed project plans with timelines, deliverables, and resources needed.

- Collaborated with other team members to troubleshoot complex issues and develop solutions.

- Created reports detailing the progress of each project undertaken by the technical support team.

• Employee Technology Support:
  - Provide comprehensive technical support to hotel staff for all technology-related issues.
  - Utilize help desk software such as Zendesk to efficiently manage and prioritize employee support tickets.
  - Conduct training sessions and create user manuals to educate employees on using hotel-specific technology systems and applications, such as property management systems and point-of-sale terminals.
• Guest Technology Assistance:
  - Assist hotel guests with accessing and utilizing in-room technology amenities, including Wi-Fi connectivity, smart TVs, and room automation systems.
  - Offer technical support and troubleshooting assistance for guests experiencing issues with in-room technology.
  - Implement guest feedback mechanisms and utilize guest satisfaction survey tools like SurveyMonkey to gather insights and continuously improve the technology experience for guests.
• Technology Infrastructure Management:
  - Monitor and maintain the hotel's technology infrastructure, including servers, network equipment, and guest Wi-Fi access points, using network monitoring tools like SolarWinds.
  - Coordinate with vendors and service providers for the installation, maintenance, and repair of technology systems and equipment.
  - Implement security measures and protocols to safeguard guest and employee data, utilizing cybersecurity tools such as Bitdefender.
• Digital Guest Services Enhancement:
  - Collaborate with the marketing and guest experience teams to develop and implement digital guest services initiatives.
  - Deploy guest engagement platforms like SurveyMonkey to personalize guest experiences, deliver targeted promotions, and gather guest feedback in real-time.
  - Analyze guest usage data and feedback to identify opportunities for improving digital guest services and enhancing overall guest satisfaction and loyalty.
• Technology Procurement and Inventory Management:
  - Manage the procurement process for technology hardware, software, and services, negotiating vendor contracts and ensuring alignment with budgetary constraints.
  - Maintain accurate records of technology assets and inventory levels using asset management software like Snipe-IT.
  - Collaborate with finance and accounting teams to forecast technology spending and develop strategic plans for technology investments that support the hotel's operational objectives.