IT Support Engineer - Advanced
Injazat Data Systems
Total years of experience :17 years, 3 Months
Work Place Engineer in Dolphin Energy Limited with the below responsibilities:
• Providing first and second level technical support for more than 300 users by supporting desktops, laptops and workstations with Windows 10, 8.1, 8 and 7, providing high level troubleshooting of hardware, software and business applications related problems.
• Building and assigning new computers according to the company’s standards and providing induction to users on DEL’s IT services, policies and procedures.
• Handling Assets management with responsibility for the IT store to ensure high availability of IT equipment and consumables and high consistency of asset records using cloud and in-house assets management solutions.
• Supporting A/V systems and facilities, including meeting rooms facilities (Cisco A/V Systems, Wireless Presentation Systems, IPTVs) and remote A/V systems (Skype for Business, Cisco WebEx, MS Teams).
• Managing and supporting Mobility solutions like Citrix XenMobile, Good for Enterprise, BlackBerry® Administration Service and Mobile Iron.
• Acting as the Cyber Security First Responder to analyze, report and work closely to IT security to plan, act and report against any IT Security Incident reported in Dolphin UAE site.
• Assisting in System Administration by handling Active Directory Users and computers Management.
• Managing guest internet access through Cisco NAC Server.
• Handling aministeration and Support of managed secure printing solutions (Pharos and MYQ), and Setting up new Printers, Scanners, Faxes, MFPs and users’ access.
• Providing after working hours support for VIPs and Mobility-related issues. On call support is being provided over phone, VPN and onsite visits.
• Performed Preventive checks in a daily basis to and to ensure all IT services in place are up and running with strict VIP measures.
• Responsible for Vendor Management and liaising with various third party local suppliers.
Work Place Engineer at Abu Dhabi Global Market with below responsibilities:
• Acted as the single point of IT providing IT Service to more than 50 users in a newly established and growing institution.
• Responsible for the Administration of Office 365 accounts and services including Online Exchange, SharePoint, Lync, Office 2013 and OneDrive access.
• Provided First and second Line Support to users based on received prioritized enquiries, with strict VIP users standards, and escalating to different teams if needed.
• Responsible for Setting up, Providing and supporting Laptops, Desktops and Mobile Phones to users according to ADGM’s IT policies and standards and providing initial user induction to ADGM's IT infrastructure and Systems.
• Provided Mobility support including Android, IOS and Blackberry mobile phones and mobility services.
• Basic network administration helping the networks team to setup and support network connectivity and network devices.
• Provided quality support for Meeting rooms including CISCO Video Conferencing utilities and common A/V calling/ conferencing software like Skype, ZOOM and Blue Jeans.
• Receiving and prioritizing users’ requests and incidents through HPSM ticketing system, E-mail and phone and providing support physically and remotely.
• Performed Preventive checks in a daily basis to and to ensure all IT services in place are up and running with strict VIP measures.
• Responsible for assets management and ensuring high availability of IT equipment and working closely with management to support budgeting and planning.
• Responsible for Vendor Management and liaising with various third party local suppliers.
• Administration, maintenance and troubleshooting of the IT College's Windows-based servers including Active Directory, DNS Servers, File Servers, Web Servers, Group policies, Security and Backups.
• Providing technical support for the IT college's faculty, staff and students devices and applications. - Maintaining devices (including computers, projectors and peripherals) and software (Windows XP/7, Antivirus, Office applications and specialized IT-related software) in classrooms and Escalated issues, on demand, to appropriate technical, professional, and service personnel.
• .
• Providing backup and recovery procedures and policies and performing regular backups for server and client machines.
• Worked closely to management in the planning, development and the implementation of new projects and systems.
• Development and administration of the IT College's website and provided training on Web Development and Content Management Systems to staff and students when needed.
• Provided quality training, support and documentation of MOODLE LMS for both Academic staff and students and assisting academic staff in course management and online exams.
• Handled Master’s Degree students’ computer lab by ensuring the availability and readiness of computers and IT systems/ applications for study and research activities and providing tuition support to them.
• Participated in many technical bids and tenders committees reviewing and analyzing bidding and offering according to YU’s standards and instructions to support the procurement and contracting processes.
• Academic Tutor and Course Coordinator of CS099 - Comprehensive Computer Skills Course. Taught multiple classes per semester and prepared the course’s exam questions and handled various course and sections affairs.
• Acting as a Technical staff team lead assisting the head of technical staff in managing technical team operations in a day-to-day basis.
• Provided academic coaching for intern students while providing targeted training.