Senior IT Engineer / IT Lead
SNC Lavalin
مجموع سنوات الخبرة :19 years, 5 أشهر
Working in the Oil & Gas sector of Atkins part of the SNC Lavalin Group based in Sharjah.
• Supervision of local IT resources
• Over viewing initiatives and strategy with Regional Management for continual improvements for IT Services for the Oil & Gas sector of the business for the Middle East Region
• Act as an escalation point for local/regional service issues
• Manage and liaise with Vendors for SLA's and maintenance of local /regional resources
• Manage and prioritize all 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
• Reporting into the Regional IT Manager & Head Of IT
• General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
• Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
• Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
• Escalating incidents to other support teams where necessary
• Own, monitor and maintain equipment rooms to comply with Group IS and QSE standards
• Support the set-up of new offices, sites or projects across the local region
• Management of Service Now ‘Stock Rooms’ and ownership of goods receipting process
• Responsible for the recycling of all redundant IT equipment and technologies
• Conduct monthly reviews with the Senior Leadership team on IT services
• Ensure maintenance of all local equipment rooms and conference room IS facilities
• Daily analysis & generation of ServiceNow reports
• Provide ad hoc reports and updates on current issues to Regional Management teams
• Conduct training programs designed to educate customers about basic and specialized applications - Tech-bar, Lunch & Learn, Online Skype Webcasts
Syntax IT Support London are one of the leading IT Outsourcing and IT support companies in London.
• Designing, planning, implementing and ongoing support of existing and emerging technologies -
including various Windows Server operating systems, system hardware, software such as
management, monitoring, security tools and other core back office systems
• Meeting and working with clients to define the scope of assigned projects and project tasks
• Planning timescales and clarifying clients’ systems’ specifications, understanding their work
practices and the nature of their business
• Ensuring that all projects are well planned, taking into account reasonable timescales to complete
the work, contingency, risk planning, resource availability and client expectations
• Carefully planning the technical and operational aspects of agreed projects, collaborating and
communicating internally and where necessary with the client to ensure that all elements of the
project have been incorporated into the plan and are well understood.
• Travelling to customers’ sites and analysing IT requirements, i.e. hardware, software, network
• Developing agreed solutions and implementing new systems
• Undertaking technical implementation activities, either stand-alone for small projects or as part of
a team for larger projects, either on client sites or remotely from our office
• Acting as the main point of contact with clients on designated projects to manage expectations,
providing regular project reporting and to support clients in the delivery of their own
responsibilities within the projects
• Following project completion, ensuring that all project work is carefully and fully documented and
formally handed over to Support Teams
• Liaising with partners and vendors to ensure that they meet the business’s needs, co-ordinating all
activity to provide a seamless service to the clients
Atkins is one of the world’s most respected Design, Engineering and Project Management consultancies
Duties and Achievements:
• Maintain regional services excellence in delivering service levels in the area of desk side support services.
• Support and adhere and development of the Business Management System.
• Respond and record progress to workflow from the call logging system queues.
• Assisting with other Group IS teams in delivering projects.
• Maintain regional service in line with Group IS standards and SLA’s
• Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
• Monitor and test fixes to ensure problems have been adequately resolved
• Own, monitor and maintain equipment rooms to comply with Group IS and QSE standards.
• Quickly escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
• Support via remote support tools as required
• Desktop and Phone Support to Local Regional Offices
• Provide Support for less experienced members of the team
• Provide Hands and Eyes Support within data centre's and server rooms
• Providing effective incident and problem resolution
• Responding within SLA to user requests and logged incidents
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network and infrastructure problem resolution
• May conduct training programs designed to educate an customers about basic and specialized applications
• Offer feedback to the IS Manager
• Flexibility to enable meeting of support needs as deemed necessary
• Maintain sufficient stock to deliver service, including maintaining appropriate records
• Provide updates on current issues to the local IS Manager
• Works as directed by Local IS Manager to maintain / enhance desk side services
• Delivery of Regional Projects
• Providing Cover for the local IS Manager as and when required
Discovery Education is part of the Discovery Media family.
Duties and achievements:
• Providing in-house support to Discovery Education & Media staff.
• 1st, 2nd and 3rd line support
• Remote Support
• Managing Linux servers
• Use of a call login system/database
• Administrating and maintaining Windows 2k/2k3 servers.
• Supporting and fixing windows XP and Windows Vista
• Carry out pc and printer, hardware/software troubleshooting and repair.
• Create and deliver training sessions for staff.
• Network analysis with full check-up to company network.
• Support to all ICT equipment and providing a healthy network.
• Helpdesk Support
• Network trouble shooting
• Managing Active Directory
• DNS configuring
• Managing Exchange server
• VPN Connections
• Monitoring Servers
• Managing Linux based FTP Server
• Monitoring Data line between Offices in LONDON and Birmingham.
• SQL and IIS Management
• Managing Sharepoint.
• Managing Virtualization, VMware, Virtual box and Virtual PC, VSphere Client
• Managing Windows Update Service “WSUS”
• Goldmine and Heat
• Managing Sharepoint
• Managing and installing BES Admin and blackberry.
• Disk cloning
• Omnirush Fax server
• Managing User accounts and shared directories.
• Managing Linux machines, configuring and installing apps.
• Samba, VSFtpd, SSH, Rsync and Crontab on Linux.
• Ubuntu, Gentoo and EMD Linux.
• Working with MAC’s
• Printer Troubleshooting
• Internet Connections
• TCP/IP configuration
• Firewall Installation and configuration
• Working with mostly HP, IBM and Dell servers
• Physical network preparation and installation including cabling, patch panels, switches, Hubs, SCSI
• Configuring Cisco Routers and Switches
• Managing Squid guard Firewalls
• OpManager network monitor software.
• Exposure to VOIP Technology and supporting SwitchVox
• Supervising other team members.
TotalStayGroup is the parent company of some of the industry’s leading travel companies with solutions for consumers, travel agents and strategic partners
• First and second line support for all PC, Server, telecom, Anti-virus, Blackberry, Firewall, Internet, Email issues
• Negotiation with IT suppliers to ensure the best use of the Company’s resources and expenditure
• Carrying out project work and assisting manager with upgrades, maintenance and deployments.
• Lead, manage and develop IT Network Administrator/s
• 1st and 2nd line for User, PC and Server queries
• Maintenance of printers (keep toners up to date, order new ones, drivers, install, troubleshoot etc.)
• Wireless Issues
• Creating Active Directory Domain Accounts
• Creating Mail Accounts
• Setting up laptops \ Computers
• Add/Delete/Modify users on all our platforms (AD, Exchange, Sophos etc)
• Configure WI-Fi, ensure stable connection is maintained
• Order new equipment (Screens, computers, phones, toners etc)
• Set-up and configure phones
• Avaya Phone Manager - Modify phone access rights, hunt groups etc
• Server room maintenance
• Software updates (flash, adobe, java, antivirus, browsers) excluding Sales managers)
• Physical workstation troubleshooting
• Network troubleshooting - slow internet, slow emails, connection issues, corrupt network cables..
• AD and Email Permissions, setting permission access to folders, create folders on share drives etc. for SMs/managers/TLs etc.
• Keep all pc’s up to date with latest firmware, drivers, software etc.
• Remote access support
• VPN issues on laptops, IP/DNS errors
• Create/delete/modify new e-mail groups/distribution groups for different departments
• Keep the system emails updated, delete old users, disable/enable new/old users, public folders (both on the email and on the system platforms)
• Add/modify people as stakeholders on In-House Application
• Cable Patching
• Support executive staff from problem through to resolution.
Jumeirah
Dubai (UAE)
From: Feb 2012 To: Feb 2013
Position: Ass IT Manager
Jumeirah Hotels and Resorts are among the most luxurious and innovative in the world and continuously expanding.
Duties and Achievements:
• Develop solutions methods to ensure whole team provide outstanding IT service
• Allocate unresolved cases as appropriate to ensure progression
• Review open cases with team on regular basis to ensure SLA’s are being met
• User management (creation, reset, delete) for all business applications following pre-defined standards
• Provide technical support and training to the support specialists
• Provide Blackberry/I-phone, I-pad device support, including BES Administration
• Initiate appropriate learning development programs for support specialist skills and knowledge gaps within the team
• Manage staff levels to ensure full support cover during business hours of operation
• Prepare training guides and step by step documentation on knowledge base articles and deployment procedures
• Deliver helpdesk reports on case information to senior management
• Review system reports to identify trends
• Ensure accurate records of IT fulfilment requests are kept
• Work within an ITIL environment ensuring IT processes and procedures are followed coherently
• Monitor staff performance and ensure that each member is working towards targets
• Maintain company applications e.g. Opera, Micros, Windows 7 & XP, Avaya phone system, Office 2010, HotSOS
Duties and Achievements:
• Managing helpdesk team and ensuring issues are resolved within SLA
• Being final escalation point for any IT related issue within the hotel
• Plan, implement and budget for IT projects and ensure that they are on target.
• Propose future IT projects to Hotel management.
• Configuring network switches and maintaining the cabling
• Managing and configuring Mitel SX2000 (Phone system).
• Managing windows server architecture and installation.
• Scheduling the departmental IT calendar so work is distributed evenly and agreed deadlines are met.
• Support Microsoft XP and W7 environment including applications such as: office 03 & 07, Symantec backup Exec
• Re-building desktops and laptops with Windows XP and Windows 7 images using Norton ghost.
• MS Active Directory administration to support users
• Audit company network and investigate and variances or irregular activity.
• Maintain internal systems (Micros - Point of sale system, OnQ - Hotel main system for Bookings and transactions)
Duties and achievements:
• Provide 1st, 2nd and 3rd line support across EMEA region.
• Call Logging issues, Hardware and Software asset management onto (BMC Remedy Helpdesk Tool).
• Carry out server maintenance and backup processes
• Support Microsoft Office 2003 & 2007 (including Visio and Outlook)
• Active Directory (Adding new users, managing accounts) & Microsoft Exchange
• Blackberry Device support (BES Server) / I-phone and PDA support
• Re-building pc’s and Windows XP Pro and Vista, Windows 7 suite, Windows Server 2003 installations,
• Printers configuration, management, Installation and maintenance
• Symantec Protection support e.g. removing viruses, Trojan horses, bugs etc
• Hardware & Software ordering for clients
• Support software’s including Adobe, Citrix, Landmark II, Vision and Secure Doc encryption for laptops.
Duties and Achievements:
* Direct (face-to-face) communication with students/staff members
* Manage student and staff queries regarding any IT related issues (user accounts reset, creation etc)
* Maintain all hardware & Software issues with any of client machines within the University
* Deploy and configure equipment for IT labs, offices, classrooms, etc.
RashTechnolgy London (Angel) From: May 2004 To: May 2007 Position: IT Field Engineer An outsourcing company, that provides IT Service to small and medium sized companies. Duties and Achievements:
* Administer and maintain server (2000/2003 Server) and user desktops (Windows XP Pro).
* Provide 1st and 2nd line technical support to clients.
* Carry out pc and printer hardware troubleshooting and repair.
* Carry out software troubleshooting, installation and configuration.
* Internet Connections.
* TCP/IP configuration.
* Firewall Installation and configuration.
* Physical network preparation and installation including cabling, patch panels, switches, Hubs, SCSI Adapters including configuration and installation.
* Print configuration, management, installation and support.
* VPN connections.
* Cisco VOIP Call Manager System
* Active Sync software support
* Polycom Video conference unit support