Senior Administrator - IT Service Desk
Ejadah Asset Management Group
Total years of experience :21 years, 8 Months
Responsible to handle Service Desk, Application support as well as helpdesk support to the almost 400 users across 24 sites. Involves in site office setup, and related task.
Job Profile :
Application Support : Horizon Property Management Application
• Provide Support to the user on the Horizon property management application.
• Responsible for Users Creation, Roles Assignment, and configuration change in Horizon as required by the business.
• Responsible to Create and Manage users in Microsoft SharePoint Environment for Horizon.
• Analyze the Business Process and Implement Change Request in Horizon with developing the workflow and supplementary screen, Alerts, Reports.
• Responsible for Property Structure, configuration change, Code Administration, Develop Workflow, Develop Supplementary Screen, Create and Schedule Alerts, and SSRS Report to meet the business requirement.
• Provide Training to the end user about Horizon in different areas, such as, AP /AR, PM, Procurement, Service Charge, etc.
• Liaise with QUBE \[Horizon Property Management Software Vendor\], and eHDF \[eHosting Vendor\] for bug fixing and others issue related.
Helpdesk Support
• Responsible for preparing documents of IT Policy, Forms, statistical data and reports
• Service Desk Function, Monitoring and supervising a Support Engineer, Tracking Incident Report, Report SLA Compliance statistics to the Management.
• Responsible for Responsible for Technical Evaluation for any Procurement Request related to IT Hardware and Software.
• Responsible for Active Directory Migration, MS Exchange Migration, Oracle Rollout, Antivirus Roll out, Operating System upgrades.
• Provide support for MS Desktops, Servers, MS Exchange & MS Active Directory, ERP \[Oracle\] and CMS \[Leap Plaza\], FM management \[Maximo\] via Telephone, Remote, Desk-side and Out of office hours time support as within Service Level Agreement.
• Create New User Account \[AD, Exchange Sever and Oracle \], grant access to Shared Folder, Additional Responsibilities on ERP (Oracle) Application.
• Create new account/ reset password in Maximo and Portal.
• Provide High Level support to VIP's of company's, such as CEO, CFO, COO, VPs and Directors.
• Configuring Enterprise Email, Synchronize Email, Contacts, Calendar and Provide Support on BlackBerry, IPAD, IPHONE.
• Maintain & Manage Backup Library for user's data.
• Sets up and install computer hardware\[Laptop/Desktop\] and software including disks, printers, routers, IP phones, projectors, etc.
• Performs maintenance and repairs on computer hardware including backup, recovery and equipment management.
• Configuring, troubleshooting and providing support to user on Apple MAC OSX.
• Responsible for Setting up new site offices required by business.
• Trains users on computer hardware/software and other electronic office equipment.
• Responsible for account creation, reset password for Maximo and Portal.
• Liaise with vendor for any issue in Maximo related to the production environment and Portal
Worked as Senior Administrator - IT Support in Information Management Department of Dubai Properties Group reporting to IT Manager providing support to 400+ users in DPG HQ and 100+ users in Ejadah H.O Office Park.
Job Profile :
• Responsible for Active Directory Migration, MS Exchange Migration, Oracle Rollout, Antivirus Roll out, Operating System upgrades)
• Provide support for Microsoft desktops, Servers, MS Exchange & MS Active Directory (Systems, Applications, Backup, and Network).
• Manage the IT Service Desk to ensure timely resolution of end-user problems as per SLA (Service Level Agreement).
• Provide support to the user on ORACLE ERP application.
• Create New User Account, Oracle Account for the new Joiner.
• Grant access to Shared Folder, Additional Responsibilities on Oracle Application.
• Activate, Reset, Configure Cisco IP Phone in Cisco Call Manager.
• Maintain Backup Library for resigned user's data and provide when required.
• Prepare and configure new Desktop and Laptop with Dubai Holding (DH)-standard software applications.
• Replace the Motherboard, LCD of the DELL & Lenovo Laptops.
• Configuring, troubleshooting and providing support to the MAC computer users.
• Provide support for troubleshooting of PC, Printers, Scanners and all network device faults, and escalate in accordance with DH Helpdesk Procedures.
• Handle problem recognition, research, isolation, resolution, dispatch and follow-up Interview users to
• Collect information about problems and lead users through diagnostic procedures to determine source of errors as well as educate and instruct end-users on various application and hardware issues.
• BlackBerry, IPAD, IPHONE configuration and support \[Configuring Enterprise Email, Synchronize Email, Contacts, Calendar)
• Enforcing established security procedures to mitigate or isolate the impact on network intrusion, attack or other incidents.
Deputed as Technical Support Engineer to in Dubai Properties under Dubai
Holding from 9th November, 2006 to 12-Jan-2008 | Reported to the IT Manager of Dubai Holding :
• Provided the technical support to more than 400 users
• Configure and manage Exchange Server Client.
• Responsible to provide( L3) end user-level support to the users in various IT technical issues such as outlook issue, printer issue, PowerPoint, Ms Visio, Ms Project, Adobe Photoshop via phone or email or on-site visit
• Escalate difficult problems to L1 engineers and / or vendors
• Taking Care of the Day to Day operations of the network.
• Responsible to Manage IT requirements and reporting to IT Manager
• Prepare and configure new Desktop and Laptop with Dubai Holding-standard software applications.
• Responsible to maintain daily, weekly, monthly backup of Server
• Update virus definition on client -Trend Micro Office Scan Main Client with managed server
• Manage the IT Service Desk to ensure timely resolution of end-user problems as per SLA.
• Responsible to install and troubleshoot HP-Laser Color Jet /Laser Jet MFP printers issue
• Responsible to install and troubleshoot issue on CISCO IP Phone
• Responsible to maintain CISCO switch
Deputed as Technical Support Engineer to du \[Emirates Telecommunication\]
Worked as a team member of IT Technical Support Department to provide the technical support to more than 500 users
Prepare and configure & deliver to the user new Desktop and Laptop with du-standard software application as per SLA.
Configure and manage Exchange Server Client. Support user in backup of email data
Responsible to provide user support to the users in various IT technical issues with maintaining SLA using HP Open View.
Install, configure and maintain Remote Desktop management software and packages
Maintaining PC & Laptop with updated antivirus definition "Symantec Antivirus Corporate client".
Responsibilities included installing software/hardware, upgrading software/hardware, maintenance, and repairing desktop and notebook computers as well as printers.
•Supported Network administrator in Administration of a local area network with 55 end users running Windows 2000 Server and Windows XP / 2000 Professional, 9X
•Responsible for the system wide virus protection system, data backup strategy, and disaster recovery strategies, as well as, system security, domain and user structures, internet access via Proxy Server, e-mail access via 2 distinct e-mail domains and servers with corresponding mail forwarding between them
•Managing & Maintaining of Microsoft Exchange Server, ISA Server, RRAS / RIS Server, Application Server, DHCP / DNS Server, Antivirus Server
•Ensured day-to-day operations including resource allocation, space/facility planning, backups and disaster recovery, problem resolution, IMAC (installation moves, adds, changes) end user training, and special projects
•Responsible for the day-to-day maintenance of data and communication networks for a Windows Server 2000 Active Directory environment
•Providing application support and insurance of data integrity and security supporting a Freight Forwarding environment
•Lead technician responsible for the design, installation and configuration of a 10/100 switched Ethernet network
•Responsible for all moves, ads and changes of 60 telephone stations using an AT&T PBX switch.
•Supported and maintained directed overall IT functions including troubleshooting, installations, maintenance, and repair for hardware and software
•Installed LAN/WAN network at two remote locations that includes wiring with Cat5 cables, 10 workstations and one domain controller
•Planning & maintaining Windows updates, Antivirus Updates, Monitoring
•Train and support users in using office productivity tools, fax, acrobat, freight application
•Provided technical assistance to staff, assisting with network access, printing, and application software operation
•Assembly and disassembly of computer units. Installation and configuration of various optional cards and upgrade
• Configured and supported 16 PCs in LAN environment including installation and configuration, cabling, switches and hub
• Taught Computer Science to the students of standard 8
• Implemented and Monitored a Small Local Area Network with Windows 2000 environment which consisted of total 15 PCs with 1 Switch and 1 ISDN Router, in a training centre for a training purpose.
• Trained user in different aspect of computer field- Microsoft Operating System -DOS, Windows9X/2000/XP, MS Office-Word/Excel/PowerPoint/Outlook, Email & Internet, Networking (LAN, TCP/IP, Ethernet, ISDN, software (Fundamental of Computer, DTP, Graphics Designing & Web Designing Fundamental) & Hardware - assembling, Installation, Troubleshooting & maintenance)
• Configured and supported 16 PCs in LAN environment including installation and configuration, cabling, switches and hub.
• Trained Computer Science to the students of standard 10.
Honored with 57.5%
Honoed with Second Division of 56.14%