arif khalil

Deliver Level 2 technical support across Emaar's multi-site enterprise environment, supporting 500+ users at the management office plus additional properties, resolving ~24 tickets weekly via ManageEngine ServiceDesk Plus while meeting SLA targets. Act as escalation point and mentor for L1 technicians. Manage end-to-end user lifecycle (~25 onboarding/offboarding actions monthly) including Active Directory provisioning, device setup, and access management. Remediated ~30 endpoints in a single day during the July 2024 global CrowdStrike outage via Safe Mode recovery.

Sole on-site IT officer for a 200-staff hotel spanning 10 departments and 6 F&B outlets; managed 21 servers and a VMware ESXi/vCenter environment. Migrated hotel file storage from physical server to virtualized environment. Upgraded SUN finance system and Micros Symphony POS (6 outlets) ahead of end-of-support deadlines. Implemented digital signature approval workflow adopted hotel-wide, cutting approval turnaround from days to hours. Managed Alcatel PBX (~150 admin extensions, 1, 000+ guest room lines) and property Wi-Fi network.

Supervised a 2-person IT team for a 236-room hotel with 180 staff, 18 servers, and 5 F&B outlets. Deployed PRTG and ManageEngine OpManager to monitor a dual-ISP Fortigate SD-WAN network. Led CCTV upgrade expanding coverage ~31% (140 to 184 cameras). Directed VingCard-to-VisiOnline access control upgrade across 236 rooms and Micros-to-Symphony POS upgrade across 5 outlets. Built centralized file server and Kaspersky Endpoint Security server. Recovered from critical ESXi host failure within 2 days with zero business-hours disruption.