SULEIMAN HAJDARI

Role & Responsibilities:

Customer Relationship Management:

• Liaise with Business Unit stakeholders for all Digital operation services.
• Administer user accounts, access rights, and IT security policies.

Technical Subject Matter Expertise:

• Support the DN Ops Manager to ensure Digital Network Ops are fully operational.
• Deliver services in line with SLAs and provide performance reporting.
• Ensure service improvement and manage change control aligned with business needs.
• Maintain documentation of IT systems, configurations, and issue resolutions.
• Improve technical and functional monitoring (e.g., Icinga).

Project Support & Guidance:

• Represent Digital Network Ops in Digital campaign-related projects.
• Plan and execute IT projects.
• Provide technical support for application integration and data synchronization scripts.

Vendor Relationship and Management:

• Manage third-party contracts and relationships for systems and tools needed for digital campaigns.
• Coordinate with third parties for point of sales integration.

Strategy and Direction:

• Assist in aligning Digital Network Operations with business strategy.
• Maintain technology roadmaps and address upgrades or enhancements.

End-to-End Support:

• Provide technical support for software, hardware, and network issues.
• Monitor tickets and ensure timely resolution.
• Collaborate with IT team members and departments to resolve technical issues.

In my role as a Digital Operations Analyst and 3rd Line Support, I design, implement, and maintain digital operations to ensure efficient distribution and display of digital campaigns. I ensure system reliability, security, and efficiency while supporting business projects and serving as an escalation point for support activities. My knowledge of Active Directory, Azure, O365, Windows/Linux OS, scripting languages (PowerShell, Bash), and monitoring tools (Icinga) enables me to excel in a dynamic environment.

• Provided remote and on-site user support for various IT issues related to printers, desktops, software, monitors, laptops, and Microsoft hybrids
• Configured printers remotely, ensuring proper IP address assignment
• Responded promptly to customer email queries and guided them through the problem-solving process
• Resolved technical issues with LANs, WANs, and other systems
• Installed and modified computer configurations using SCCM
• Administered Active Directory, managing computers, users, groups, folders, shares, and mailboxes
• Created customized recovery disks for laptop and workstation installations
• Analyzed IT equipment requests, transferred approved requests to relevant teams
• Managed stock of IT equipment and deployed Windows, applications, and VPNs via SCCM
• Provided end-user support for standard desktop and mobility solutions
• Recorded and tracked incident and problem information
• Collaborated with system and database administration for task execution
• Followed up on service requests and support tickets to ensure resolution
• Validated and implemented LAN, WLAN solutions
• Installed and configured computer hardware, operating systems, and applications using SCCM and Microsoft Endpoint Configuration Manager
• Monitored and maintained computer systems and networks, diagnosed and resolved hardware/software issues
• Collaborated with vendors to locate replacement components and resolve advanced problems

• Provide assistance by phone and support for incoming queries and issues related to printers, desktops, software, monitors, and laptops and escalate the incidents to the third line when needed
• Configure printers already installed to the right IP address from a distance
• Respond to email messages for customers seeking help
• Walk customers through the problem-solving process
• Follow up with customers to ensure the issue has been resolved
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Install and modify computer's configuration via SCCM
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
• Monitored systems in operation and quickly troubleshot errors
• Deployed software and hardware updates and patches to increase speed and performance
• Installed and maintained hardware and computer peripherals to enhance and upgrade performance
• Responded to customer inquiries and provided technical assistance over the phone and in person