First Line Support Engineer
Microbyte Solutions Ltd.
Total years of experience :14 years, 9 Months
• Take calls and/or e-mail from customers with issues, log these as tickets and try to resolve either by connecting remotely, thru e-mail or provide instructions over the phone.
• Monitor and manage over 300 servers using ConnectWise automate
• Microsoft Office 365 Administration - creation of e-mail accounts to auditing/tracing any spam/fraudulent e-mails by means of PowerShell, Exchange UI or running message trace.
• Monitor backup reports from various backup technologies (Veeam, Barracuda, VMExplorer, Ahsay) using Backup Radar
• 3CX and Elastix Admistration - creation of user/extension to troubleshooting phone system issues
• Monitor and manage customer networks using centralized technology - Cisco Meraki Cloud and Unifi Cloud Administration
Projects:
• Creation and configuration of DC and RDS servers on Microsoft Azure platform
• Creation and configuration of Microsoft SharePoint sites
• Configure Microsoft Intune policies for a customer and onboarding of all devices (desktop & laptop
Role: Administer and maintain server (Windows - AD, SQL/ERP and File Server) and network (Cisco, Fortinet, Dell, HP) infrastructures for Plafond Fit-Out LLC, which includes two main offices and various remote sites.
• Keep daily checks of backup and replication for Hyper-V host server
• Manage company Office365 - e-mail account creation, shared mailboxes, spam filtering, etc.
• Monitor Bitdefender Gravityzone alerts - centralize management
• Manage company biometric (server side) - ZKTime
• Firewall management which also includes L2TP/IPsec VPN - Fortigate 100D & 60D
• Carry out server backups, ensure backups are performed and initiate recovery procedures if required
• Maintains system documentation and logs
• Day to day desktop support
Projects:
• Setup and install brand new Dell R720 server - virtualization setup using Hyper-V
• File server deployment for all Plafond remote sites - server setup and installation from scratch
• Implement backup using Veeam Backup and Replication on-premise and cloud for redundancy
• Storage expansion using NAS configured LUN & ISCSI and integrate to Hyper-V server
• Rollout of Bitdefender Gravityzone to all PC/laptop
Role: In-house IT support for Dubai and remote support for offices in Oman and Qatar
• Keep daily checks of server backups
• Carry out IT purchases - liaise with suppliers
• Maintain Site-to-site VPN connectivity with the use of Cisco ASA 5505
• Administer Windows Server (AD, SQL/ERP & Terminal Server)
• Day to day desktop support
Projects:
• Implement IT process like requests and approvals, etc.
• Setup and installation of Vidyo device - Video conferencing between offices (UK, Dubai, Qatar and Oman)
Role: Support various clients by way of site visits and remote support. Act as first contact for servers, network and desktop related issues.
• Keep daily checks of client server backups
• Google Apps administration - e-mail account creation, shared mailboxes, groups, etc.
• Manage client servers (AD, SQL/ERP, File Server, Terminal Server)
• Manage client networks (Cisco ASA, Fortigate, Sonicwall, HP, Dell and D-Link, Linksys, TP-link, Ubiquiti and MAC Airport devices)
• Manage client VOIP/PABX systems which includes Avaya & Panasonic PABX
• Day to day desktop support
Projects:
• Setup and installation of Synology NAS DS416, DS1515, DS1513 for various clients
• Server setup and installation Dell R930 for B&S World Supply
Role: Support various clients by way of site visits and remote support. Act as first contact for server issues.
• Administer and troubleshoot Windows systems (Server and Workstation)
• Monitor system health to ensure systems are operational
• Install and maintain software updates
• Keep daily checks of client server backups
• Handle escalated issues from Tier 1 support
Projects:
• AD and File server migration for NGCP
Role: Support various clients by way of site visits and remote support. Act as first contact for network issues.
• Monitor client network performance
• Install, configure and troubleshoot Cisco routers, switches and firewall
• Maintain and administer IT equipment
• Document network configuration and operational procedures
• Quickly respond to network outages
• Install, configure and troubleshoot computer hardware and software issues
• Performs upgrade of existing hardware and software
• Configure, maintain and repair network equipment and computer peripherals
• Setup computer security (firewall and antivirus)
• Maintains records of software licenses
• Troubleshoot computer issues
• Repairs computer systems and hardware
• Installs computer hardware and software
• Performs upgrades of existing hardware and software
• Setup computer security (firewall and antivirus)
Computer Hardware Servicing National Certificate II