Shehab Tawalbeh

Responsibilities

• Led and mentored teams of L3 SMEs and Customer Success Managers under the Application Center of Excellence to achieve operational excellence. Defining best practices, provided training, and offered operational support and governance for various passenger processing applications for airline and airport customers.
• Led the Airport Service Activation team covering the acceptance tasks for different portfolio's which include Passenger processing, Operations at Airports, Baggage and network.
• Coordinated cross-functional teams to ensure seamless service delivery.
• Fostered a culture of continuous improvement and professional development.
• Drove service improvement and operational support for device management and mobile device management applications, including support and design.
• Supported the team in building infrastructure for mobile, device management, and airport solutions for passenger processing based on Workspace ONE, MECM, ADFS, ADDS, Entra ID, DHCP.
• Monitored and managed observability applications such as Dynatrace and Nexthink.
• Oversaw customer success and billing operations.

Responsibilities:

• Designing and building infrastructure components based on Microsoft, VMware, McAfee and Nexthink technologies for device management projects which includes:
  
  VMware Workspace one Integration with Azure AD for windows 10 Enrollment.
  
  Microsoft Azure Administration.
  
  System Center Configuration Manager (SCCM) CB design and build.
  
  System Center Operations Manager (SCOM) CB design and build.
  
  McAfee ePolicy Orchestrator (McAfee ePO) infrastructure design and build.
  
  Nexthink infrastructure design and build.
  
• Overseeing project delivery activities.
  
• Supporting and helping 3rd level server administrators in the device management practice team which Include:
  Azure Active Directory Support
  Azure Active Directory Domain Services
  O365 administration and syncing users from on premises using DirSync
  Powershell scripting for automation tasks for application packaging and software distribution
  Troubleshooting using Network trace tools like netmon /wireshark, Fiddler
  Active Directory fundamental
  Windows Networking (TCP/IP Fundamentals, DNS Zones, DHCP, etc)
  Managing End user computing customers
  
  
  
  

Responsibilities:

• Active Directory Domain Services (AD DS), Active Directory Federation Services (AD FS) and Active Directory Certificate Services (AD CS) administrator.
  
• System Center Configuration Manager (SCCM) :
  
  Install and configure SCCM site roles, WSUS and SQL database.
  
  Configure client and user settings and policies.
  
  Managing operating system deployments (OSD).
  
  Manage and deploy windows updates and anti virus definitions.
  
  Deploy 3rd party applications and packages.
  
  Design and create SCCM reports.

• System Center Operations Manager (SCOM) administrator:
  
  Design, Install, and configure SCOM DC components that include AD, CA, SQL and SCOM console.
  
  Configure and install Management Packs.
  
  Fine tune alerts and thresholds according to customer needs.
  
  Configure Subscriptions.
  
  Maintain and upgrade SCOM data center by insuring latest patches are installed and CB SCOM upgrade.

• Application packaging using Flexera Admin studio software, batch scripting, and Powershell Deployment Toolkit.
• Vulnerability management by deploying security patches for windows OS, documenting results, performing analysis and managing 3rd party application updates.
  

• End User Computing (EUC) gold image design and build for several airlines based on windows 7, 8.1 and 10 operating systems which includes:
  
  Customizing the operating system to meet the customer requirements by installing all necessary applications and features through SCCM.
  
  Creating a zero touch installation gold image media file through SCCM task sequence for several customers.
  
  Managing operating system applications and features through active directory group policies for several customers.

• Building virtual machines, managing server resources using VMware vCloud Director.
• Nexthink Administrator.
• O365 administration.
  

• Level 3 technical support and troubleshooting.
• Incident, change and problem management.

• Shift performance, oversee the shift activities and address any points directly with the on duty agents.

• Acting as a first level of escalation and subject matter expert.
  
• Provide coaching and assistance to the on duty agents as needed.

• Managing and resolving outstanding incidents related to EUC, cloud (DaaS) and mobility.
  

• Reporting and monitoring KPI's.

• Report feedback about the agents performance to the Team Lead.

• Subject Matter Expert in troubleshooting and resolving desktop related incidents either remotely or by supporting field engineers onsite.
• Reporting and monitoring KPI's.

• Troubleshooting incidents related to the airline applications (Amadeus, Sabre), Windows OS and printer related issues remotely using RDP, ITCM and SCCM tools.

• FE onsite support.

• Managing L1 and L2 EUC incidents using SITA ticketing system.

• Providing technical support for changes and requests.

• Troubleshooting incidents related to the airline applications (Amadeus, Sabre), Windows OS and printer related issues remotely using RDP, ITCM and SCCM tools.
• FE onsite support.

• Managing L1 and L2 EUC incidents using SITA ticketing system.
• Providing technical support for changes and requests.
  

• Performing Drive tests for mobile 2G and 3G coverage.
• Using Huawei and ZTE equipment and tools to optimize mobile networks.
  

Teaching some courses and supervising labs.