Baraa al Kailani

About Baraa al Kailani

IT Operations and Support Manager | ITIL® 4 & PSM I Certified…

Experience

1. Field Service Specialist (Fss) Team Lead

   HCLTech

   Aug 2024 — Present · CA, US

   Installation and Configuration: Oversee or directly handle the deployment of IT systems, hardware, and software- Troubleshooting and Repairs: Resolve complex technical issues and provide guidance to the team on problem-solving- System Maintenance: Ensure equipment and systems are functioning optimally through regular maintenance and updates- Client Support: Act as a technical escalation point for team members and ensure client satisfaction- Documentation: Maintain detailed records of work performed, including service reports and issue logs- Team Supervision: Manage and mentor Field Service Specialists, providing training and support- Scheduling: Assign tasks, prioritize service requests, and coordinate field visits- Performance Management: Evaluate team performance, provide feedback, and set goals- Process Improvement: Identify inefficiencies and recommend changes to improve service delivery- Collaboration: Act as a liaison between the team and other departments- Compliance: Adhere to safety standards, company policies, and client-specific requirements- Reporting: Provide regular updates to management on team performance and project progress.

Education

• Al Ahliyya Amman University

  Bachelor's degree, Computer Science

  2008 — 2012

• University of Jordan

  Master's degree, Computer Science

  2012 — 2014

Skills

• Networking
• Network Security
• Security
• Time Management
• System Administration
• Troubleshooting
• Servers
• Technical Support
• Team Management
• Vpn
• Acronis
• Training
• Backup & Restore
• Teaching
• Pre-Sales
• Kaspersky Antivirus
• Lecturing
• Management
• Windows
• Team Leadership
• Teamwork
• Microsoft Office
• Information Technology