Exercise 6

A. Job Ad: 

Desk Side Support Specialist (UAE National)
Cleveland Clinic Abu Dhabi

Job Summary

This position is responsible for providing professional support to all CCAD for the day to day use of IT Equipment both in person and over the phone covering 24x7

Primary Duties and Responsibilities

Provides complex technical support both in person and over the phone, planning and coordination for Caregiver touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies.
Performs installation, deployment and moves of desktop computer, operating system, application software and hardware technologies.
Works independently with little to no direct supervision in analysis and implementation of desktop solutions to fulfill service requirements.
Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among caregivers (users), vendors, IT partners, and consultants in evaluating technical issues and products.
Responsible for partnering with the departments they support to understand the impact of support issues.
Coordinates schedules and technical work order instructions with caregivers and partners for installations, moves, adds and changes within the desktop computing environment
Timely updates of interactions in the ticketing systems and updates of inventory additions and changes to the inventory database.
Posts installation complete comprehensive testing of PCs, laptops, mobile devices, monitors, printers, and other related hardware and agree with requestions on success.
Backup caregiver (user) data.
Assures that all tickets requiring follow up work and/or calls receive appropriate attention.
Executes plans and implement technical infrastructure projects to refresh supported systems.
Performs video conferencing end user support and meeting setup
Keeps abreast of technology changes to assess potential impact to supported systems and applications and to proactively look for opportunities to improve service.

Experience Requirements

Minimum of one (1) year experience as a telephone support, preferably in a health care facility
Demonstrated ability to provide high quality customer service
Knowledge of administrative and clerical procedures, including word processing and file management
Strong oral and written communication skills and interpersonal skills
Ability to speak and write in English is required
Demonstrates creativity and initiative in problem solving. Break/fix experience
Hardware and software support/troubleshooting
Document processes and procedures for maintenance and support.
High level of customer focus and strong customer support commitment
Drive communication and collaboration across the teams.
Minimum IT hardware and software experience of 2 years

Education Requirements

BSC in Computer Science or Equivalent is required
Specialized training information technology is preferred

B. One paragraph

About Company:

Cleveland Clinic Abu Dhabi, part of Mubadala’s network of world-class healthcare facilities, is a multispecialty hospital on Al Maryah Island in Abu Dhabi, UAE. Cleveland Clinic Abu Dhabi is a unique and unparalleled extension of US-based Cleveland Clinic’s model of care, specifically designed to address a range of complex and critical care requirements unique to the Abu Dhabi population. Cleveland Clinic Abu Dhabi has five Centers of Excellence in the following Institutes: Heart & Vascular, Neurological, Digestive Disease, Eye and Respiratory & Critical Care. Other Institutes include Surgical Subspecialties, Medical Subspecialties, Emergency Medicine, Anesthesiology, Pathology & Laboratory Medicine, Imaging and Quality & Patient Safety. In all, more than 30 medical and surgical specialties are represented at Cleveland Clinic Abu Dhabi.

The facilities at Cleveland Clinic Abu Dhabi combine state-of-the-art amenities and world-class service standards. The hospital is a 364 (expandable to 490) bed facility, with five clinical floors, three diagnostic and treatment levels, and 13 floors of critical and acute inpatient units. It is a physician-led medical facility served by North American board certified (or equivalent) physicians. Cleveland Clinic Abu Dhabi provides patients in the region direct access to the world’s best healthcare providers and Cleveland Clinic’s unique model of care, reducing their need to travel abroad for treatment.

Visit us at www.clevelandclinicabudhabi.ae

C. CV:

Ahmed Mohammed Nassr Bani Salah

Birth Date: 20-Oct-1981                                                                                   Mobile: +971555511030

Abu Dhabi                                                                                            Email: bu.mariam@hotmail.com

Nationality: U.A.E.                                                                                              Marital Status: Married

Job Position:

Help Desk Specialist.

IT Coordinator.

IT Technical Support.

EDUCATION:

2014-Present   Bachelor of Applied Science in Information Systems (Security & Forensics)

                                Higher Colleges of Technology

                               Abu Dhabi Men's College

                               Expected Graduation (June 2018)                  

2000-2002        National Diploma in Computer Engineering

       BTEC. Thanet College

                               Kent, UK                                                                                  

1999                   High School Certificate

                               Al Safa School

                               Dubai, U.A.E.

Work Experience:

2013- Present    IT Technical Support

                          Zayed Higher Organization for Humanitarian Care & Special Needs – AD, UAE.

·    First Level Support on the applications (Special needs management system, SMS, File Net ( Archiving system), Employees Self Services, Fingerprint Devices, BMC service desk, Time Attendance, Portal ).

·       Working as Help Desk Support.

2002-2012       Computer Technician

                          Joint Command & Staff College (JCSC)–U.A.E. GHQ Armed Forces – AD, U.A.E.

·       Hardware maintenance and Software debugging.

·       Solving most computer and peripherals malfunctions.

·       Install OS and drivers.

·       Installation and programming of Cisco IP phones.

·       Good idea about computers network and main servers administering.

·       Excellent Skills on using Microsoft Office (Word, Excel, Power Point).

TRAINING COURSES & ACHIEVEMENTS:

                              

2014             IT Security Syllabus 5.0

                     ICDL Arabia

                        Abu Dhabi University

                        AD, UAE.

2014             Building Effective Team

                     Department of Finance

                     AD, UAE.

2014             Mobile Security: Keeping Information Secure in the Mobile Age.

                     Telecommunications Regulatory Authority

                     AD, U.A.E.

2014             Mobile Application Developers: Essentials of Design & Strategy for mGov

                     Growth.

                      Telecommunications Regulatory Authority

                      AD, U.A.E.

2013             Effectively Developing Worker's Skills

                      Statistical Training Institute

                      AD, UAE.

2012             Training in Microsoft Enterprise System Infrastructure Administration

                     This course Covered:

-Microsoft Active Directory 2008

                     -Exchange 2010 & Share Point 2010 Infrastructure setup

 ITQAN Solutions Provider

 AD, U.A.E.

2007                  MCSA 2003

                           Al Khawarizmi International College

                       AD, UAE

2002              Networking Essentials & basic Network Administration

                           Technical Education Center

                       COMPUBASE

                           AD, U.A.E.

OTHER SKILLS AND INTERESTS:

·       

     Time management and planning skills.

·       Fluent in Arabic speaking and good command of English.

·       Quick Learner, Have Initiative and Self-Management

      Attended IT forums, conferences, and networking events.

References available upon request

D. Interview: Do's Don't Sheet + Suggestions/ John+Jane 

Watch the video and write the wrong things John and Jane are doing. In the suggestions column, write how they can improve their interview behavior for a better chance of getting the job. 

https://www.youtube.com/watch?v=xEbNGvE9COw

John	Suggestions on how to improve
He had some troubles finding the place	Always make a research for the place before you get there. Scott your path and time your trip.
He doesn’t bring a copy of his resume.	He should stay focused and bring extra copies of his resume
He asked about benefits information on interview	Never start requesting specific benefits information during an initial interview
He doesn’t respect the interviewer  and he puts his shoes on the table	He should be more seriously and maintain a positive attitude throughout his discussion. Being prepared can make a big difference.

Jane	Suggestions on how to improve
She said: I prepared the magazine article to show the style I like to write Then my printer is broken and she couldn’t print it.	Research the company and the position you are applying for the recruiter is interested in your reasons for being there and ask questions that pertain to your interview. Bring real examples in the past worked for the recruiter, also includes school examples if they applied position.
She listed previous position in resume and she doesn’t answer questions about what – when & why she left the previous job.	Maintain eye contact with recruiter staring off into space isn’t the best way to make a first impression and know what in your resume and be able to answer the questions about when and why you left the previous job.

1-      Show up on time (to be ready for the interview)

2-      Make research for the company (to have knowledge about the company)

3-      Have questions about the position paste them (to be attention and interest)

4-      Bring extra copy of resumes (to have easy discussion)

5-      Know your resume (to be able to answer any question)

6-      Be honest (to be comfortable)

7-      Send a thank you note or email (it means that you are happy and get them attention)

8-      Be patient (to see the outcome)

E. The 25 Most Frequent Interview Questions + Answers - Due 5 Oct.!

Listen to the 25 most frequent interview questions and fill in the following table.   https://www.youtube.com/watch?v=Aw1ekqxULTs

                       Question                                                                  How to Answer

25	How do you handle criticism?	The best way to improve mention that you never take it personally and give some examples from your past
24	What do you think of the last company you work for?	The last job it was a great platform that helps you improve your skills
23	Do you have any questions for me?	You always want to have a few it shows that you did your research and you're interested
22	Why do you think you'll be successful at this job?	How the similarities between the job requirements and your skill set if there aren't many other apply elsewhere or improvised
21	How do you see yourself five years from now?	Relate this one to the objective line if your resume act like you had a vision even if you can barely figure out tomorrow's breakfast
20	What do you look for a manager or boss?	This is not the time to be specific brought answers like fair and encouraging will come in hand
19	Will you put the interests of the organization ahead of your own?	It should go without saying but unless you have a very google ask of the lines are your anything but a yes sure to lend you back in the job market
18	What motivates you to do your best while working?	Good ideas would be working environment discipline and integrity a bad idea might be the Salary
17	What is more important the money or the work?	They both are sure for the last question you deliberately avoided mentioning the salary but you don't have to downplay the fact
16	How you compensate for lack of experience?	Just because you have less experience doesn't mean you shouldn't apply during the interview highlights similar roles are jobs you've held even if they aren't exactly will leaved
15	What irritates you about coworkers every workplace as the possibility of drama?	In your case the best thing to do would be to mention that you specifically make a point to get along with everybody see the deflection you're well on your way to being a politician.
14	What would you rather do follow Orleans?	It's a good idea to point out your leadership experience our capabilities but also mention that you don't mind following if necessary.
13	Are you a team player?	If just you but yes we'll sue your fail make sure you give examples of teams you've worked on always give examples
12	How long would you work for us?	You don't have to give a specific time on just don't make it sound as if you’re going to leave next week you want to stick around for a while
11	What do coworkers say about me?	Scan your brain for anything good that anybody has ever said about you can be truthful you can't think of anything then you have bigger problems than just finding a job.
10	Why have you been unemployed for so long?	Whatever your reason make it sound like you've been productive inactivity attending classes are improving your knowledge employers just don't want lazy bombs?
9	Why should we hire you?	Whatever you do you just don't compare yourself to other interviewers.
8	What are your strengths?	We've mentioned before but give examples in specific examples are even better.
7	Why did you leave your last job?	You made hid your boss hitting your coworkers and hated everything else to do but if you didn't mean for positive reasons might as well wrap up the interview now.
6	What are your weaknesses?	You want to mention weaknesses they ride their strengths in disguise weaknesses the committee is the improved upon.
5	Tell me about yourself?	There 2 purchase you can take you I do you can go deep in come out with us app story we can stay superficial talk about work-related things common wisdom suggests the latter.
4	Tell me about your dream job?	Don't be specific stick to broad generalizations like a great environment or something of the sort
3	Describe your management style?	Something along the lines are leading by example might be good and speaking examples user
2	What is your philosophy towards work?	It's probably best to avoid adjectives you talk about basic values you've adopted and password places are the energy that you can bring to the team those would be better choices in.
1	Do you consider yourself successful?	Yes you should success doesn't have to mean conquering the world describe your accomplishments and the things you're proud owner.

                       Question                                                                  How to Answer