Technical Support Specialist/Engineer
Navigant BPM; Technopark,Trivandrum
Total years of experience :16 years, 2 Months
As a shift in-charge fully responsible for managing day to day IT- operation support to a strength of 1200 desktop users on various (24x 7 ) shift & resolving service request, incidents, problems, change management directly or by remote (LogMeIn, Lansweeper Remote Control) Spark & Skype chat & telephone support.
• Responding to various service request, incidents, problems arising through IT Service Management in house application system (KAYAKO & SERVICENOW) by proper SLA.
• Verifying & doing corrective action for Symantec End point Antivirus client issues.
• Configuring Office 365 mail access on Emclient and MS Outlook application
• In coordination with Network engineer resolving LAN & WAN related issues, internet security through check point firewall, Squid Porxy settings on browsers, configuring CISCO VOIP phones, XLITE softphones, configuring CISCO VPN access.
• Basic infrastructure client side support on Windows 2012 domain environment, mapping share folder access to user profile, Bitlocker encryption, OS installation through MDT feature.
• Handling company NVR -CCTV camera security systems.
•Configuring FileZilla at user end, Hard disk wiping with Kill disk application, performing monthly NESUS Vulnerability fixes, closely working with IT Security team for software auditing.
Reporting to IT Operation - Head in (Saudi Arabia) Jeddah headquarters.
Role:* solely responsible for entire day to day IT-Operations for Company (Saudi Arabia) eastern province (Dammam, Manifa, Shedgum) business regional branch offices & off site locations.* IT - Help Desk support for up to 250-300 users at branch HO & remote project site offices directly or by remote assistance. Responding to IT - Helpdesk request receiving through phone or by IBM - Maximo / Spicework (IT Service management software suite) for resolutions & escalations.
* System side support administration and maintenance of LAN under MS Windows 2003 Domain Server environment, managing Windows 2003 DHCP/File Server, File Server NT-backup, user access permissions in shared folder & managing security threats using Trend Micro Office Scan client software. Configuring & troubleshooting of Messaging System through MS Outlook 2010 (OWA, RPC over HTTP, Active Sync and POP3) BlackBerry phones Enterprise Mail accounts, Citrix access client support.
* Network & Communications in co-ordination with Network Engr.(Jeddah HQ) managing network security through Sonicwall NSA 5000 Firewall, MPLS-VPN though Cisco2800 routers & Riverbed steelhead 520 appliances; VOIP communication with AASTRA phones, WAN to remote sites through Point to Point Access Point (UBNT & InfiNet) devices, proper Monitoring, assigning and controlling security access through IP based CCTV systems, managing employee time attendance system & access control through mobile & network connected Hand, Finger & Face recognition machines at regional offices & remote project sites.
* Application support in close contact with Application Administrator of SAP-ERP system, Sage Accpac ERP - Accounting application, MEENA Payroll system,
Key Highlights:* From a team of 15 IT Support Staffs in Al Muhaidib company got assignment to Company Qatar Operations from Jan’2009 to Apr’2010 as IT - Coordinator to handle all IT tasks in Doha Office.
Reporting to IT Manager, I was responsible for: Managing a Team of 5 IT Support Staffs and directly involving in providing (24×7) helpdesk support to strength of more than 500+ users, resolving hardware, networking, System Administration related issues inside plant.
Installation & administration of Windows 2000 Server which is configured as Terminal Server to connect thin clients at the client side.
Administration and maintenance of LAN consisting of 500+ nodes under Windows 2003 environment.
Ensure LAN / WAN / Internet connectivity with IT Data Centre H.O through MPLS - VPN connection, Configuration and management of CISCO VOIP Phones for Communication with all branch Offices.
Managing IT Vendors, AMC people’s and monitor their service performance is in accordance with company standards.
IT Asset management, preventive maintenance, data backup, security from virus threats.
Key Highlights:
Effectively managed IT requirements inside the plant with minimum break down.
Participated and lead the new IT infrastructure development for supporting new factory expansion.