IT Analyst
Occidental Petroleum of Qatar
مجموع سنوات الخبرة :16 years, 8 أشهر
• Provide end user IT support and technical issue resolution for all OPQL offshore employees based in offshore locations - PS1, Halul, rigs and boats
• Install, setup and maintain CISCO wireless mesh system for communication on all OPQL offshore locations
• Install and troubleshoot UHF/VHF radio communications on all OPQL offshore locations
• Install and troubleshoot satellite phone systems - Iridium and Inmarsat
• Configure, setup and maintenance of network printers
• Configure, setup and maintenance of user accounts
• Experience in working with PABX system, IP telephony system, CISCO Routers and Switches, media converters
• Assisted with the Windows 7 upgrade project of all OPQL machines
• Provide training to clients in the use of Windows 7 operating system and Office 2007 applications
• Assist in performing troubleshooting, monitoring, intervention, escalation and communication of all network-related issues
• Layer 1/2 troubleshooting with various model Cisco switches & routers, exposure to various other technologies such as Ethernet, Frame-Relay, ISDN, xDSL, SNMP, Cisco IOS/Producs, firewalls, content engines, media converters etc.
• Provide monitoring of client IT networks utilizing the DD-GSOA specific tools, verifying incidents, isolate root-cause, where appropriate facilitate resolution via client/DD resources/ISPs
• Log, co-ordinate & managed incidents through to resolution, including the identification, isolation, resolution & escalation of client infrastructure faults
• Co-ordination & liaison with all relevant DD resources, clients & ISPs to obtain information to enable resolution
• Ability to escalate accordingly when experiencing roadblocks (technical & process)
• Perform activities relating to the Monitoring Team, which may include
Incident Management and Managed IPTel Soft MACD’s (i.e. Moves, Adds and Changes)
• Build and maintain Visio documentation database of network topology
• Liaising with other support groups to ensure that SLA targets are achieved
• Use of CA™ Unicentre Service Desk incident management system to efficiently log every incident and service request accurately
• Ensure that ITIL service support processes are followed as closely as possible and implementing approved quality assurance practices
• Attend daily operations meetings and prepare minutes for distribution
• Adhere to Quality Assurance practices when logging issues into the system
• Review IT processes documentation and make changes as required
• Provide after-hours support for users of the department’s business critical application and services
• Providing Level 1 and Level 2 IT support-using MARS affiliated software to users across 64 countries in response to customer calls, emails, and voice-mails.
• Installation, Configuring, Administration and troubleshooting of Windows Server 2003 /Active Directory.
• Create and Manage OUs, Groups, Users, Group Policy.
• Logging in incidents from users regarding Windows, Citrix, Lotus Notes, Laptop, Desktop, PDA, LAN, WAN etc. issues
• Providing Blackberry, eFEX, Video Conferencing support to MARS employees
• Assist in performing monitoring, intervention, escalation and communication of all issues
• Providing software support to users including installation, upgrades and troubleshooting
• Maintenance of incident database for quick resolution within SLA’s
• Liaison with technical teams in producing effective solutions to recurring incidents
• Maintaining a coordinated support system within company guidelines to achieve maximum efficiency