Summary
Overview
Work History
Education
Skills
Coursesandcertification
Languages
Timeline
Generic

Hasan Al Ramadneh

Ottawa,ON

Summary

Customer-oriented IT Specialist with many years of experience in industries. Offering expertise in managing help desk operations, ITSM ,data rooms, software, hardware, network infrastructure, project implementation, and training to drive productivity and growth. Collaborative and team-oriented to achieve organizational goals and maintain positive professional relationships.

Overview

17
17
years of professional experience

Work History

Information Technology Consultant

Governance Experts Partners
Calgary, Alberta
02.2024 - Current
  • Developed and implemented project plans to ensure the successful completion of IT projects.
  • Created comprehensive reports on system performance, operations, and maintenance activities.
  • Provided technical guidance to clients regarding the selection, implementation, and use of software applications.
  • Assessed customer needs and provided recommendations for technology solutions that met their business requirements.

Specialist - Tooling Systems

Core42
Abu Dhabi , UAE
03.2023 - 02.2024
  • Provided technical support for users experiencing difficulties with software applications.
  • Developed and implemented ITSM Processes to ensure compliance with Service Level Agreements.
  • Facilitated meetings with stakeholders to discuss current issues related to ITSM processes.
  • Coordinated the development of new ITSM processes as needed.
  • Completed routine maintenance and repair.
  • Provided technical assistance in troubleshooting issues related to reporting tools.
  • Implemented automated solutions for generating timely reports with accurate results.

System Engineer

LTI - Larsen & Toubro Infotech
Abu Dhabi, UAE
03.2021 - 02.2023
  • Implemented security patches via the SCCM Software Updates feature for various versions of Windows OS.
  • Configure user device affinity in order to manage user settings across multiple devices.
  • Managed software distribution policies within the SCCM environment to ensure compliance with corporate standards.
  • Created packages, collections, task sequences, and advertisements in SCCM for software deployments.
  • Provided technical assistance to end-users during migrations from legacy systems to Windows 10 via SCCM.
  • Analyzed customer feedback data to identify potential opportunities for process optimization.
  • Trained team members on ITSM procedures and policies.
  • Created test plans and scripts for validating functionality prior to deployment.
  • Provided support during crisis situations by ensuring proper communications were sent out across all affected parties.

Enterprise Systems Engineer

Injazat Data System
Abu Dhabi, UAE
07.2014 - 02.2021
  • Provided technical support for end-users by troubleshooting hardware and software issues remotely or onsite.
  • Troubleshooted technical issues related to servers, networks, storage systems, virtualization platforms and other IT infrastructure components.
  • Planned, implemented, and integrated updated system-oriented projects.
  • Provided status updates to keep upper management informed and to reach goals.
  • Completed routine maintenance and repair.

IT Service Desk Team Lead

Injazat Data System
Abu Dhabi, UAE
10.2011 - 06.2014
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Provided support to junior staff during peak periods of workloads.
  • Ensured compliance with company policies and procedures throughout the team.
  • Maintained accurate records of employee attendance and task completion times.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Monitored operations and reviewed records and metrics to understand company performance.

IT Service Desk Coordinator & Analyst

Injazat Data System
Abu Dhabi, UAE
10.2010 - 10.2011
  • Managed the day-to-day operations of the department, including scheduling tasks and assigning duties.
  • Resolved customer complaints or answered customers' questions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.

Help Desk Coordinator

Abu Dhabi Airports
Abu Dhabi, UAE
06.2007 - 09.2010
  • Created user accounts, reset passwords, and managed access privileges.
  • Assisted in troubleshooting hardware, software and network connectivity issues.
  • Ensured proper functioning of computer systems, networks, and applications.
  • Resolved customer inquiries in a timely manner while providing excellent customer service.

Education

Bachelor’s degree in computer information systems -

Al-Ahliyya Amman University faculty of Computer Science
Amman, Jordan
02.2007

Skills

  • Process facilitation
  • Business Analysis
  • Client Relationship Management
  • IT service management
  • Asset Management
  • Configuration Management
  • Incident Management
  • Technology monitoring tools
  • SLA management
  • Technical Troubleshooting

Coursesandcertification

  • Service Now Certified System Administrator
  • HP Operation Bridge Reporter
  • MAC OS X Support Essentials 10.9
  • Administering System Center 2012 Configuration Manager(SCCM)
  • Windows 10
  • ITIL v3 Foundation
  • MCITP: Server Administrator on Windows Server 2008
  • MCSA: Windows Server 2008 (MCSA)
  • Microsoft Certified IT Professional (MCITP)
  • MCTS: Windows Server 2008 Network Infrastructure, Configuration
  • MCTS: Windows Server 2008 Active Directory, Configuration
  • Microsoft Certified Technology Specialist (MCTS)
  • Configuring windows 7
  • (CCNA) (Router & Switches configuration)

Languages

English
Full Professional

Timeline

Information Technology Consultant

Governance Experts Partners
02.2024 - Current

Specialist - Tooling Systems

Core42
03.2023 - 02.2024

System Engineer

LTI - Larsen & Toubro Infotech
03.2021 - 02.2023

Enterprise Systems Engineer

Injazat Data System
07.2014 - 02.2021

IT Service Desk Team Lead

Injazat Data System
10.2011 - 06.2014

IT Service Desk Coordinator & Analyst

Injazat Data System
10.2010 - 10.2011

Help Desk Coordinator

Abu Dhabi Airports
06.2007 - 09.2010

Bachelor’s degree in computer information systems -

Al-Ahliyya Amman University faculty of Computer Science

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Hasan Al Ramadneh