Senior IT Engineer
Majid Al Futtaim
Total years of experience :14 years, 2 Months
- Architect, supervise and implement technologies and platforms supporting a complex corporate infrastructure to meet business requirements.
- Lead and execute project for new cinemas openings or renovations, operating in 11 countries, to assure that all systems are deployed as per the company standards.
- Plan and implement systems integrations to improve the infrastructure efficiency and stability as well as costumer experience.
- Ensure high system availability on sites for smooth operations and business continuity along with head office users voice / data infrastructure.
- Ensure smooth operations at all times by providing comprehensive support for core applications, specifically Vista ticketing systems.
- Ensure high availability of VPN tunnels between sites, datacenter and could services.
- Serve as one of the primary points of contact for telecommunication carriers and service providers for installation and troubleshooting.
- Document infra-platforms and troubleshooting procedures of common issue faced over network in knowledge base.
- Maintain IT records, in adherence with the audit recommendations, IT policies and procedures.
- Compile and maintain records relating to new IT projects, resources deployment, third party contracts and invoices.
- Brief company users about implemented business systems and tools.
- Support IT Manager by providing strong and effective leadership to the support team on site by fostering a culture of professional development, leadership and continuous improvement.
- Guide and educate support team on sites about new and existing systems by providing periodic trainings along with reference materials.
- Manage support team on sites to ensure goals are achieved and to drive superior business outcomes.
- Coach and mentor support team on sites.
- Extract and analyze the helpdesk reports and ensure that necessary actions are taken to minimize the recurrence of repetitive incidents.
- Install, upgrade, support and troubleshoot Enterprise Applications.
- Email account administration, account creation and management.
- AD User account administration, account creation, management and password resets.
- Install, upgrade, support and troubleshoot Enterprise Applications.
- Interact with numerous computer platforms in a multi-layered client server environment.
- Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
- Install, upgrade, support and troubleshoot printers, computer and Laptops hardware and any other authorized peripheral equipment.
- Customize desktop hardware to meet user specifications and site standards.
- Responsible for tracking hardware and software inventory.
- Familiarize end users on basic software, hardware and peripheral device
operation
- Provide second tier support for Tax collection system 'Tourism Dirham' (Front, Back office).
- Determine requirements and work with developers on minor system changes.
- Partner with Dubai hotels; hotel apartments; guesthouses; and holiday homes to troubleshoot and resolve defects and issues.
- Data Control and management of data feeds.
- Following establish procedure for each service request, using a ticketing system to handle and manage all issues and queries.
- Create monthly team performance reports for senior management.
- Drove effort to fix recurring issues through proactive identification of problems which were not consistently recorded.
- Identified each issue, collaborated with developers on a plan to fix them.
- Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources.
- System support/enhancement for existing functionality.
- User logins and access privileges setup and administration.
- Monitoring front and back office server’s status and performance.
- Provide technical support for all organization users via phone or remote access and escalate the unresolved requests and issues to appropriate team.
- Collaborate with different teams within the organization.
- Teamwork plan review.
Back Office IT consultant for Cisco and Belkin Systems (UAE, Saudi Arabia).
• Ensure an operational Cisco, Linksys and Belkin Small Business / Home Users systems solutions.
• Support technical issues for Linksys devices consumers.
• Troubleshoot Routing Devices, VPNs, DMZ - QOS- Firewall- Port forwarding - Remote router management- File share and printer share, and other network topology.
• Maintain Hardware/Software of Camcorders and Security Cameras.
• Design And Install Wireless networks.
• Use Avaya System to interact with the customers.
• Manage the RightNow CRM Interface - Oracle Technology.
• Use a “Salesforce” interface to register and store client cases. Provide effective and timely support to users on IT related issues.
• Evaluating whether the problem requires resolution, repairs, or replacement.
• Escalate & communicate support issues to Supervisors when necessary.
• Troubleshooting the common PCs issues.
•Install and upgrade PC hardware, software, and peripheral components as required (network printers).
•Working in domain environment, Active directory ( Reset password, unlock user account, modify user profile, create new user )
•Provide users with desktop hardware and software technical support.
•Provide basic instruction to end users on desktop software when necessary.
•Network cable and LAN connections verification.
•Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
Outsourced IT Administrator for Bank Populaire du Maroc (Leading bank in Morocco)
• Provide first level technical support to the bank users and escalate unresolved issues requires more investigates to higher support team.
• Install and configure computer hardware systems and IT software.
• Diagnosis and resolution of client problems via phone e-mail & face to face contact.
• Monitor Exchange server / Websense server availability.
• Troubleshoot digital video recorder DVR incidents on remote on Bank branches and escalate it to the to the relevant teams.
• Administrate the Antivirus servers (F-Secure).
• Monitor Network traffic (Infovista, 5View).
• Manage, deploy updates and patches over network (WSUS with Windows Server 2003/2008)
• Platform and assets management using Numara solution
• Create and track incident tickets over CRM.
• Product documentation and reports to a high standard.
• Setting up new users' accounts and profiles and dealing with password issues.
• Monitoring IT network to ensure availability to all users.