IT Support Officer
Dubai Islamic Bank
Total years of experience :11 years, 7 Months
- Provide second level of support to a Dubai Islamic bank staff (15 sites, 1000 employees).
- Provide first level assistance to maintain the ICT network include troubleshooting ICT workstation.
- Support with the identification of root causes for integration problems, contribute to the recommendation of solutions, and work with application dev Ops team to achieve solutions and system improvements.
- HPSM ticket management system used for customer raise incident or request to find out root cause (problem management).
- Maintain HP workstation installation and Performance.
- Responsible for managing daily network operations and providing Level 1 and 2 support.
- Managing and updating SEP (Symantec Endpoint Protection).
- Backup and restore of User data NT-Backup Utilities in case of hardware change.
- Maintain a register of ICT equipment and undertake regular stock takes of ICT equipment and assists.
- Work on UAT environment before Implementation of change in Production server.
- Provide First level of support related to AD accounts, Emails and Applications.
- Analysis and Escalate IT Ticket to appropriate team (Application, Network, System admin).
- Respond to customer requests from service desk and communicate with infrastructure teams.
- Response to the calls receive from all branches and back office related to IT.
- Raise Change request and follow up with concern team.
- Response the email received on daily bases from Back-office, Branches and Managements.
- Close all resolved ticket after verifying from End Users.
- Remotely assist to identify the problem of user and update ticket according for technical input.
- Follow relevant IT-Dept & GIS process while performing an activity, duty, role & responsibilities.
- Provide assistance to IT-Quality assurance in continual improvement of the Quality management system.
- Provide Technical support for clients with regards to Telecom Services (Internet, IPTV, Telephone, Email and Private Cloud) through Phone, email and social media
- Respond to customer requests from service desk and communicate with infrastructure teams.
- Remotely Identify problem from Fiber box and MDF by resting the configurations.
- Identify computer hardware and software issue related to Internet and Applications.
- Remotely install and configure ADSL / Broadband router such as Linksys, D-link and Cisco.
- Troubleshoot Local Area Network (LAN), Domain Name System (DNS) and Proxy setting issues along with wireless network connection (WIFI extender services) and its security settings.
- Configure Email Client such as Outlook 2007-2016 along with Web-based Email Portal.
- Guide business customer how to create email from Admin Console and its configurations.
- Installation and maintenance of various Internet security software.
- Ensuring Customer satisfaction and quality of service delivered to customers.
- Manage team-member and distribute job according to the region and locations.
- Involvement in meeting targets and achieving goals.
- Handling different Back office work as per Operational requirement.
- Provide Tier 3 post sales technical advisory to Enterprise customer mostly via phone, email.
- Used strong fault isolation and root cause analysis skills to diagnose and solve complex technical issue and provide timely solutions to customer in a professional manner.
- Technical account management for end-user customers.
- Handle assign project of Network Infrastructure (Cable structure, Network Rack Installation, Patch Panel Termination) / Server and Client configure (AD, DNS, DHCP, GPO, WDS, WSUS and Join Computer to a domain).
- Travel to customer sites in the event of critical situation to expedite resolution.
- Effectively manage many different task simultaneously
- Independently replicate and debug complex IT environments with mixed hardware and software.
- Application and underpinning systems based upon service and operation level agreements.
- Rapidly forming a good relationship with customers and Staff.
- Functions as the main POC (point of contact) for any external merchants (hardware/software) and accomplishes maintenance events.
- Organized the environment for deployment of Windows Server.
- Manage the inventory of New hardware/software purchase and implementation overall improvement of IT Shop.
- Designed, planned and implemented Group Policy, delegation strategies, and OU structure.
- Responsible for monitoring and keeping the work up-to-date.
- Assistance in mailing department to complete work for Cabin Crews Letters and Schedules.
- Keep track of Precious Gift from Management to Crew and Captains.
- Transfer Mail to the different location for Cabin Crews.
- Internal and external mail services.
- Update the supervisor for all the work and mail delivery information.
- Customer Services to check full update information of skyward customers.
- Keep the work track up-to-date.
- Dispatch Skyward Membership Cards by different mean of services (FedEx, DHL, Aramex)
- Store Information to bring the good and complete the Gift packages for the customer.
ITIL Foundation version 3
Customer service training from DIB to help the customer Internal or External.
Achieve Cisco certification CCNA CSCO12491282
Specialist in Networking. System Administrator. Database Administrator. ASP.net and Visual Basic. Business Communication.
Commerce, Accounts studies
