Server & Storage System Engineer
BG Egypt
Total years of experience :15 years, 8 Months
- Responsible for System and Storage capacity management.
- Responsible for Server & Services management and initiatives.
- Manage Backup process and handles escalated backup operation issues.
- Provide 2nd level support to asset users for all AV related problems, questions and requests.
- Insure that all the facilities of LDC (Local Data Centre) and SERs (Secondary Equipment Rooms) are working effectively and met the requirements of our environment.
- Perform incident investigation and diagnosis for all incidents related to AV, Backup, Server & Storage.
- 3rd party management for all requests, inquires and issues related to AV, Backup, Server & Storage.
- Participate in planning and development of short-term and long-term strategic goals for AV, Backup, Server & Storage in collaboration with Global IT team members (Locally & Globally).
- Monitor and test system performance and provide performance statistics and reports.
- Recommend and execute modifications to server environment in order to improve efficiency, reliability, and performance.
- Collaborate with 3rd parties to insure that the preventative maintenance, corrective maintenance and requested tasks related to LDC and SERs are done correctly without impacting our services and equipment.
- Perform day-to-day backup process and ensures daily, weekly and yearly backups success.
- Perform and test backups and restores to ensure that enterprise data is effectively protected.
- Provide 1st and 2nd level support to asset users for all computer hardware (including all peripherals)and software related problems, questions and requests
- Perform incident investigation and diagnosis
- Resolve assigned service calls within SLA
- Provide accurate description on resolved ISRs
- Document actions and keep open ISRs updated in IT Service Management tool (ITSM)
- Provide user capability support for all BG standard applications
- Own process for new users including equipment order and configuration as well as user induction
- Communicate with users status of assigned open ISRs
- Provide support to presentations and events that require IT support and conducted outside or BG Egypt premises.
- Support Audio /Visual capabilities
- Assist in assigned tasks as required
- Execute assigned tasks in a timely manner
- Handles escalated backup operation issues
- Asset Management
- Responsible of maintaining accurate hardware inventory
- Actively updates computers on standby with fresh BG OS builds
- Responsible of maintenance of faulty user equipment and 3rd party supplier communication
- Responsible of printers maintenance & troubleshooting
- Maintains an inventory with all consumables & hardware accessories
- Makes recommendations on order levels in a timely manner
- Perform day-to-day backup tapes management and ensures daily, weekly backups success
- Configures newly assigned user blackberries & phones and performs BB activation
- Performs user testing on all hardware equipment prior to user delivery
(Handling all users IT requests, inquiries and complaints related to PC problems, Network issues, SAP Problems and network copy machines, in addition to Active Directory tasks \[Create new user, Reset password, Managing OUs\], reporting to the headquarters about the state of the Plant )
(Handling all IT requests, inquiries and complaints from internal staff received through IT Helpdesk queue besides user administration and other offline (Off-queue) IT Helpdesk activities)
(Handling all the customers problems related to DSL Service, Email, Hosting, Wireless Connectivity, Frame Relay Inquiries, ATM Inquiries, Configuring Routers Over Phone, Handling hard calls of angry Customers and make them satisfied from our services)
(Responsibilities was 80% Resolve computer support problems reported to Helpdesk team, 10% Training and Quality Improvement and 10% Helpdesk monthly documentation, records and reports)