Senior IT Engineer
Asharq News Services
Total years of experience :16 years, 4 Months
Highlights:
• Helped in shaping the strategic plan of the IT department, implementing new contact center solutions and setting up new clients, developing the change management process, and getting VDA and ISO 27001 certificates.
• Playing an important role in upgrading the infrastructure and network of the company.
• Managed and maintained the physical servers and the Hyper-V environment.
• Ensuring the security and efficiency of IT infrastructure through patching, endpoint security, OS hardening, and best practices for network devices.
Key responsibilities:
I have played a vital role in renewing the IT infrastructure of the company which included replacing the traditional servers and storage (Dell R320, R715, R710 and MD3200) with hyperconverged servers (VRTX with M640 blades and 3.5 SA and SSD disks), replacing some of the switches (CISCO 3560) and firewalls (FortiGate 100D and 200E) and network segregating. Also, I have administered, supported and managed the below systems and services:
• Datacenter: Managing and troubleshooting the physical servers and switches including configuring LAN, WAN, and ACLs.
• Virtualization, and Clustering.
• Backup management: Managing and maintaining the storage (DELL MD3200, Buffalo TeraStation 5400R and VRTX storage), configuring Veeam backup solution and assuring the daily and monthly backup is done without errors. Also, responsible for taking the offsite backup to the DR site once a month and restoring the services.
• Exchange email: managing and maintaining the exchange server and managing the mailboxes by creating, modifying and disabling mailboxes and groups.
• Active Directory, DNS, DHCP: managing and maintain all domain Services by managing users’ profiles updating DNS records, troubleshooting DHCP and DNS services.
• DDNS, No-IP and SFTP: Managing the file transfer process that includes using a No-IP solution with DDNS to import the files to our systems from diffident clients using SFTP and WinSCP.
• File Server: Implementing and migrating the File Server and maintain it with the required resources, managing the users and groups permissions and specifying the quotas for the different departments and groups.
• Trend Micro AV: managing, marinating and troubleshooting APEX CENTER, APEX ONE, and OFFICE SCAN servers with applying polices, auditing the computers and scanning them regularly.
• Telephony System: managing, maintaining and troubleshooting Genesys telephony system, call center network devices/SW and IVRs by configuring new stations and users and troubleshooting the issues in the lines with providing solutions and deploying new Call Center clients and groups.
• Change Management: Attending the Change Management meetings and discussing the different solutions and the required downtime to do the required tasks.
• Patch management: patching the servers and systems using WSUS and SCCM.
• Access Control System: managing, maintaining and troubleshooting the system.
• CCTV System: managing and maintaining the internal and external camera systems by troubleshooting the issues with the connection, creating and removing users, checking the retentions of the records...etc.
• Auditing: helped in the auditing process and getting certified with ISO 27001 and VDA.
Highlights:
• Took part in vital core infrastructure system upgrade projects.
• Helped in developing a comprehensive IT strategy in support of the organization’s mission and core objectives.
• Recorded the maximum number of outstanding performance ratings over the last year and took a key role in achieving departmental targets and goals.
Key Responsibilities:
• Maintained a sharp vision of the IT market and the industry’s future technological trends in order to position the company’s infrastructure accordingly.
• Implemented and managed a fairly large MS Hyper-V environment.
• Took part in clustering few application servers and SQL databases.
• Maintained overall ownership of users’ issues & services ensuring that they receive a proper resolution within a reasonable timeframe as per the predefined SLAs.
• Supported numerous systems including storage, security, access control, web filtering, wired and wireless networking, open-source and proprietary operating systems, analogue, digital and IP telephony, antivirus/antispyware servers…etc.
•Assisting in managing different IT projects related to various systems and serves, conducting meetings with the clients and vendors to collect and communicate the requirements and follow up on the contracts and projects.
• Kaspersky Security Centre Administrator: Installing, configuring, and managing the System Centre on the AV server which is used for monitoring, installing, updating the AV in the client computers and servers through the AV server to control and secure the network.
• Service Desk LANDesk Administrator: Migrated the users and resources from the old logging System which it was built on the SharePoint into the new LANDesk system, and managing the ITSM LANDesk tool for the day to day operations of the software. This includes installing and configuring the tool, modifying the service catalogue and building new services, workflows, forms, education of the product, monitoring and reporting the SLAs.
• Attendance System Administrator: Migrated the users and resources from the old Time & Attendance System into the new one, and helped in installing, configuring, monitoring, troubleshooting and updating the system and the readers in all of the site locations, coordinating with the 3rd party for the modifications and maintenance of the system, educating and training the users.
• SMS System Administrator: Managing, monitoring, and maintaining the system by creating and removing the users accounts and making sure the system is working properly, also training and education the users on the use of the system.
• Servers/ Virtualization/ Clustering: Responsible for managing the servers by installing, configuring, maintaining and monitoring the VMs on the Hyper-V and VMware, the usual tasks include but not limited to: Creating and configuring the new VMs, installing and configuring OS, adding and configuring rules and features, increasing the disk drive and RAM size, load balancing configuration, shifting VMs between the nodes, monitoring the daily performance of the different servers and nodes, troubleshooting and analyzing the problems.
• System Backup Admin: Responsible for managing, maintaining, and restoring the systems backups as per the DCA policy.
• File Server Administrator: Responsible for managing the server by creating and modifying the shareholders and the file sizes, also giving and modifying permissions on the shareholders.
• System admin for systems managed by the Government of Dubai (Esuggestion and Ecomplain), responsible for managing the users accounts and coordinating with the government to resolve the issues in the system and educating/ training the users on the system.
Highlights:
• Transformed processes for ITIL.v3 based service management and significantly minimized the end user complaints by 90%, resulting in the achievement of the highest ratings on the user satisfaction index.
• Aligned Infrastructure change management process with Dubai Municipality wide process by deploying an ITIL- based Proactive Monitoring infrastructure to manage the network, systems and storage, which improved the service availability.
• Supervised & streamlined the Service Desk operations and ensured continuous customer satisfaction.
Key Responsibilities:
• Assisted internal and external users with all aspects of technical, applications and network support by providing Level 1 and Level 2 support, including the following actions but not limited to them: troubleshoot and fix OS errors, applications issues, and network connection problems, install, configure and test a wide range of programs, install, test, and configure peripheral devices like printers and scanners.
• Supporting and troubleshooting the problems and issues in the servers.
• Managed various types of user account activities in different applications (creating new accounts, updating the records…etc.) on Microsoft Exchange & Active Directory servers…etc.
• Supported numerous systems including storage, security, access control, web filtering, wired and wireless networking, open-source and proprietary operating systems, analogue, digital and IP telephony, antivirus/antispyware servers…etc.
• Created, modified, tested and applied dozens of group policies objects (GPOs) on the users’ domain.
• Updated the current infrastructure by deploying new hardware/software while providing advanced troubleshooting, diagnosis, resolution and recovery for all the adhco problems.
• Created, assigned and escalated tickets in the BMC system to the system administrators, technicians, and team groups.
• Managed and documented system configurations and setups.
• Handled the user’s calls and emails by responding to them and solving the problems, offering the required info.
• Created and managed process improvement initiatives as it relates to change management while remaining in compliance with Dubai Municipality processes and procedures.
• Championed change management best practices and - ensured that all ITIL Change Management standards and processes are followed while conducting system configuration changes.
• Monitored and reported on process performance. Provided reviews, summaries and trends and produced management information to related services that will be affected by a change.
• Managed the service desk and the infrastructure engineers’ team by assigning and escalating to the 1st, 2nd, and 3rd level support in accordance with the ITIL v.3 escalation processes and procedures
• Performed business impact analysis and recommended measures to minimize risk, and identified action plans to improve key performance indicators as necessary.
• Maintained a solid understanding of the change management process, organized standard and emergency Change Advisory Board (CAB) meetings, ensured that changes are properly managed and officially approved the major technical changes.
Highlights:
• Enhance and simplified the work environment by enhancing and simplifying the processes and the procedures.
• Meet the users’ expectations and satisfy their needs by providing replacements and fixes for the granted products and services.
• Designed a state-of -art process to improve the security procedures when dealing with the end users.
Key Responsibilities:
• Installed and configured the new devices and upgraded the OS for the PCs, FP reader…etc.
• Troubleshot the faulty devices and find solutions and apply fixes for the hardware and software.
• Provided on-site and remote support to the desktop computers & laptops, network devices, printers, faxes, Avaya IPT and many other systems.
• Recommended technological orientations and system integration guidelines for all business solutions requiring information technology.
• Helped in developing a comprehensive IT strategy in support of the company’s mission and core objectives.
• Managed service requests, software installations, new computer setups, upgrades, etc.
• Provided initial assessment of urgency and business impact on all support calls.
• Was involved in managing and working in different projects to upgrade the PCs, updating the active directory, updating assets, automation process…etc.
• Managed few core systems such as Corporate Antivirus, licensing, Security desk Card Printing server, suggestion platform...etc.
• Identify, enhance, and analyze the work processes and procedures.
Highlights:
• Achieved the company strategic goals by helping the employees to do their jobs and meet their goals at the best level by providing all of the required technical support.
Key Responsibilities:
• Provided technical support for the hardware and software and coordinated activities to the users.
• Supported the day-to-day technical operational activities and played a key role in securing the hardware and software of the PCs & laptops, and migrating the entire company to the latest Windows 7.
• Contributed in the IT strategy of the company and in the delivery of many projects.
Highlights:
• Helped the company to do the daily operational activities and meet the target of high level customer satisfaction.
Key Responsibilities:
• Installed and configured the network devices (modems and routers) for the new customers/subscribers.
• Fix and troubleshot the connection problems for the customers on sites.
• Provide the best network solutions by providing the best possible network connections.
Highlights:
• Acted as a customer service representative by providing technical support for the products and services offered by the company to its customers and resolved any problems that can face them.
Key Responsibilities:
• Provided technical support for the DSL, GSM, and Landline network connections and devices.
• Handled the clients calls, and helping the clients by answering their technical questions and queries by giving them the required information and explain how the products and services are working and what do they need to be activated and working properly.
• Activated and deactivating the users’ accounts of the DSL, GSM, and Landline connections.
• Created and escalating the service requests and the incidents using the management software.
• Provided the other related information to the customers when they need like the billing information.
Graduated after finished the below ten subject which included eight core subjects and two electives: Information Technology Strategic Planning, Information Technology Governance, Corporate Network Management, Security and Risk Management, IT Research Methods, Project and Change Management, Accounting for Managers, Managing People in Organisations, Operations Management, Marketing Management Further information about the program in the following link http://www.uowdubai.ac.ae/computer-science-and-engineering-programs/master-of-information-technology-management-mitm-degree
the MIS program at GAU includes 44 courses/4 years preparing students to design and manage computer systems and related-technologies. Courses focus upon analysis of business systems, computer software and hardware concepts, database management as well as network and telecommunication systems. For further information related to the MIS at GAU, follow up the next link: http://business.gau.edu.tr/en/department_of_management_information_systems.html
Computer Studies at Computer College is a 2 years program. http://www.aduc.ae/
