Senior IT Support Specialist
Knowledge Point - EAI Group
Total years of experience :26 years, 0 Months
Being assigned at Center of Excellence (CoE) Project, which is a consultancy provider of Information and Communication Technology for the UAE Armed Forces, my main duties include the following:
- Installing, managing, and monitoring LAN.
- Performing a variety of maintenance, evaluation, installation, and training tasks to ensure LAN performance meets company and user requirements.
- Providing technical support and consultancy to our clients.
- Implementing and administering network security appliances; like Nexpose Vulnerability Scanner, Forescout Network Access Control, Cisco ASA Firewall, Fortinet Gateway, ManageEngine Patch Management, and Solarwinds Log & Event Management.
- Administering MS Servers: AD DS, DNS, DHCP, Certificate Authority, SQL 2008, TMG 2010, SCCM, SCOM, Windows 2008 Hyper-V, SharePoint and Project Server, Exchange Server 2007, and BlackBerry Enterprise Server ‘BES’.
- Administering Cisco Call Manager Express, Cisco Unity, and Cisco Routers and Switches.
The ICDL GCC Foundation is the sole operator of the ICDL Program (International Computer Driving Licence) in the GCC region.
As a Senior Technical Support Specialist, I was managing and supervising a small Technical Support team of four persons, in relation to providing support to our clients, following up on pending calls, and communicating with development and administration teams as needed. Other tasks included:
- Preparing documentation for the testing software, such as Manuals, Checklists, Forms, and reports, in Arabic and English.
- Testing and evaluating ICDL training materials and Automated Testing Software.
- Providing technical support for the Automated Testing Software of ICDL exams to our clients in the GCC Region. Clients were a variety of government departments, universities, large organizations, and private training centers, such as ITEP, UAE Air Forces & Land Forces, ADCO, Zayed University, UAE University, Sultan Qaboos University, Ministries of Education Oman, Bahrain, & Qatar, GOTEVOT in KSA, in addition to several colleges in the UK and many others.
Worked as an Instructor for the following courses:
- MCSE Core & Elective Courses (i.e Implementing Microsoft Internet Security and Acceleration (ISA) Server, and Designing Migration Strategy from NT4).
- Networking Courses.
- Computer Maintenance Courses.
- ICDL Courses using MS Office 2000, XP, & 2003.
In addition to providing on-site support, and consultancy regarding Microsoft Windows-based Server configuration.
Worked as a Computer Technician in the Technical Support Department. I was responsible for:
- Maintaining the company's network & PCs, by providing technical support for users.
- Hardware and Software, maintenance & upgrades.
- Maintaining network Servers and cabling structure.
Worked as a Computer Technician, I was responsible for:
- New Personal Computer assembly.
- Performing computer upgrades, & maintenance.
- Providing on-site customer support.
I was trained on troubleshooting & maintenance of PCs & some printers, and also on assembly of new PCs.
This college is a branch of Al-Balqa’a Applied University. My grade was (Good)
