Senior IT Support Engineer
Emirates Airline
Total years of experience :21 years, 7 Months
Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability.
To be an interface with different technical teams, application teams and customer support team and dissipate the solutions required for all incident management and service request for all assigned business areas.
To analyse reported incident and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLOs. To complete IT service requests (like new installations, reconfigurations & moves) as per agreed SLO.
To provide quick fixes / workarounds / solutions to be updated in the Known Error database to Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
To implement proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers. To review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.
Ensure that the team maintain and control in auditable manner all transactions relating to receipt, storage, issue, return and re-issue of computer and server equipment. To ensure equipment deployed is auditable and appropriate action is taken when equipment is either lost, damaged or cannot be maintained in a cost effective manner.
Carry out network infrastructure and solutions and other requested service as per the procedures provided by tech teams including company group LAN, WAN and VPN Lines.
Adhere to the audit & finance regulations related with asset management using the company provided processes and systems.
Team Lead
Successfully managed the team by making sure that their performance meets the Call Center’s requirement of technical and customer service support through email, chat and voice.
Provided supervisors and management with performance information to be used in individual performance reviews.
Collected, analyzed, interpreted, and summarized data in preparation for generation of statistical and analytical reports. Assisted in short and long range planning to optimize staffing in order to achieve service levels.
Recognized and celebrated team and team member accomplishments and exceptional performance. Coached and helped develop team members.
Created an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Senior Product Support Specialist
Skill 5 (modems/routers, switch modules, L2/L3 switches, NIC, VoIP, specialty products like wireless media center and wireless adapters)
Product Support Specialist
Skill 4 (modems/routers, VPN, hubs and switches, network attached storages, gigabit cards, print servers, specialty products like media adapters, USB blue tooth adapters, media links, wireless video cameras, VoIP devices and services such as Parental Control, Boingo Hotspot, and Sololink)
Assistant Team Lead
Supervised a group of PSR’s handling voice support by briefing team daily on progress and performance reports, KPIs, new product updates/developments, company policies, new procedures and other matters to ensure their adherence to work standards on quality customer service and performance expectations
Product Support Representative
Skill 1 (modems, hubs, switches, network adapters, filters, KVM’s, wall mount brackets, USB Hubs and disks)
Skill 2 (routers, HPNA, and Powerline devices)
Skill 3 (wireless routers, access points, CF cards, bridges, presentation gateways, game adapters, wireless adapters, antenna)
Successfully managed the team by making sure that their performance meets the Call Center’s requirement of technical and customer service support through email, chat and voice.
Provided supervisors and management with performance information to be used in individual performance reviews.
Collected, analyzed, interpreted, and summarized data in preparation for generation of statistical and analytical reports. Assisted in short and long range planning to optimize staffing in order to achieve service levels.
Organize product testing for any product known issues.
Recognized and celebrated team and team member accomplishments and exceptional performance. Coached and helped develop team members.
Created an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Provided training with computer subjects in such manner that each student has the most opportunity for personal growth and advancement.
Coordinated and implemented instruction in an orderly and professional manner required by the school. Designed curriculum and development as needed by subject
Got a perfect score in CCNA examination