VIP IT Support Engineer
Mubadala
Total years of experience :11 years, 11 Months
• End-to-end management of VIP End User Support and provide technical leadership
• Providing comprehensive, bespoke, prompt and professional White Glove Support to C Level and
Director level executives, creating strong relationships built on trust
• Developed and implemented Reactive, Proactive and User Profiling based support strategies, designed to
exceed expectation and address issues before impact
• Defined SLA and Policy to allow a controlled transition of VIP/Enhanced support services into a
predominantly service provider managed IT landscape
• Level 2 support for internal and external applications & troubleshooting OS related issues
• Maintain and provide support for IT equipment in corporate conference rooms which includes VC
devices, Microsoft Surface Hub, Smart board, WYSE Terminals, Projectors, Apple TVs, MAC Devices etc.
• Subject Matter Expert for End User and Mobile Technologies.
• SPOC for Service Transition & process improvement projects
• 4+ Years of experience in working on global ticketing tools (HPSM & Service Now)
• Remediating PC & IT Infrastructure compliance issues (SPOC for GVM cases)
• Facilitating IT induction for New Joiners on weekly basis.
• Worked with vendors and suppliers to ensure service levels are adhered
• Technologies: Windows 7/10, Office 2010/2013/2016, OSX, iOS, Android, Citrix MDM, VMware Horizon,
WYSE Device Manager, Bloomberg, Aruba Airwave, Equitrac Print Service Management
• Support for all corporate systems and networks, which includes Servers, Routers, Switches, CISCO
& Polycom phones, CISCO VC devices, projectors, printers, laptops and desktops.
• Switches : Basic configuration & VLAN setup on Cisco 4900M, 4506E, 2960 Switches.
• Router : Basic configuration & monitoring of Cisco 3925, 2600, 1800.
• Level 2 support for internal and external applications, troubleshooting OS related issues and
preparation of workstations for newcomers by initiating the installation from the SCCM Server.
• Working on global ticketing tool (ServiceNow), to resolve the Incidents/Service Requests raised by
the clients within the SLA.
• Facilitating IT induction for New Joiners on weekly basis.
• IT Asset Management - Management and maintenance of whole IT assets in the company which
includes inventory update, monthly verification, asset procurement, etc.
• Provide support to all network related activities in the Datacenter and deployment of new IT
projects.
• Coordination with external vendors when required.
• Maintain and provide support for IT equipments in corporate conference rooms (VC devices, Smart
board, Projectors, Apple TVs, MAC Devices, iPads etc.)
• Maintain weekly, monthly and yearly scheduled data and mail backups and restore database as
required; verify and validate the integrity of backup
• Provide support for all corporate systems and networks, including Corporate/Call Centre VoIP
phone systems.
• Create and maintain all corporate user accounts; setting up and maintaining security policies for
users.
• Provide Remote Help Desk support to all end users in HO, branches & franchisees, including
operating system level support & application level support.
• Maintain IT equipment located in corporate conference rooms.
• Performing backup, updating and maintenance of various servers based on capital market daily.
• Maintain daily, weekly and monthly scheduled database backups and restore database as
required; verify and validate the integrity of backups.
B.Tech in Electronics & Communication Engineering