Service Desk Analyst
IIR Middle East
Total years of experience :16 years, 2 Months
• Managing Windows Server 2003/2008 based Domain network (Active Directory, DNS, DHCP )
• Administer MS Exchange Server 2003 with 350+ mailboxes
• Installation, maintenance & troubleshooting of HP Proliant ML/DL Servers and Dell Servers
• Responsible for taking daily backup using EMC Networker and storing them offsite
• Administered and configured the Blackberry Enterprise Server
• Responsible for maintaining Cisco Firewall, Internet Routers, Call Manager, IP Telephones and ISDN lines
• Administration of the WSUS server to automate the installation of security patches and hot fixes on production servers and workstations
• Administration of virtual servers using Citric XenCenter
• Managed the Security card system : handled user login and report generation
• Administration of FTP server for IIRME
• Administered and configured the SafeQ terminals for the Xerox printers
• Administered and configured the Xerox Device Manager to monitor all Xerox machines.
• PC and laptop support
• Assist in hardware installation and maintenance of workstations, servers, printers, networking equipment, and other supporting hardware.
• Installation of Operating System and Software's using Acronis images for desktops and laptops
• Performed user account creation, deletion, and configuration.
• Analyze, log, track and maintain complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and application to meet business needs.
• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action.
• Coordinate and monitor troubleshooting to isolate and diagnose common system problems: document system events to ensure continuous functioning. Recommend course of action and implement as approved.
• Coordinate testing, upgrade and configuration of system files and services. Ensure changes are in accordance with appropriate operating procedures.
• Second level administration of Cisco Call Manager, Cisco Unity and IP Phones.
• Utilize standard corporate tools to record changes, service requests, and problem activities for tracking purposes.
• Performed occasional off-hours and remote support.
Passed ITIL V3 with 94% marks.
certified
Working towards certification.
Working towards certification.