IT Support Engineer
Dubai International Real Estate
Total years of experience :16 years, 11 Months
Provide Software, Hardware, Network Support and Operating System support.
Provide support for services such as blackberry, video conferencing and remote access
Internet access for the LAN through Proxy setting, Responsible for all internet related security.
Configuring Microsoft outlook for user and troubleshooting Mail issue, Outlook XP/2000/2003/2007/2010/2013.
Performing troubleshooting on assigned ticket and resolve the problem within SLA via ITSM Tool.
Hands-on experience in ITSM (Incident Management, Change Management)
Familiarity with remote desktop applications and help desk software (eg. HP Service Manager, Helpline Wipro)
Ensure Minimum 98% SLA achievement on response and resolution to Desktop & Laptop calls.
Installation & Troubleshooting of Network and Share Print devices on desktops and laptops.
Managing the leading corporate Antivirus like Symantec, MCAfee, Antivirus installation to all desktops and laptops
Installation & troubleshooting of different client applications software’s i.e. CRM Related Issues, Siebel Web App, Citrix Web App Installation & SAP Crystal Reports Viewer.
Provide Share Path Access to clients, DHCP IP Reservations for laptop clients.
Good understanding and hands on experience in Monitoring critical nodes in the network for failure and bandwidth utilization through monitoring tools (Solar winds)
Identify and fix LAN and WAN problems, Installation of Tape Magazines for Backup.
Hands-on experience with Windows/Linux/Mac OS /IOS & Android, Install authorized software to laptops & desktops
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Ensuring security and upgrades are applied and kept up to date on desktops and laptops
Creating purchase requisitions for IT hardware/software on EPMS Inventory System.
Provide Software, Hardware, Network Support and Operating System support.
Configuring Microsoft outlook for user and troubleshooting Mail issue.
Performing troubleshooting on assigned ticket and resolve the problem within SLA via ITSM Tool.
Familiarity with remote desktop applications and help desk software (e-helpline)
Installation & troubleshooting of different client applications software’s (eg. Aviation related apps)
Q-Buster (Wi-Fi/Bluetooth Printing device) troubleshooting.
Once I receive the Location request to me, will prioritize the request & allocate the assets and map the asset to the owner in ITAM & IMAC/Asset type’s Desktop, Laptop, Server, Storage, Printer, Router, Switch, VOIP, Blackberry etc.
Responsible for ensuring the CSAT% is meet.
Attending Business Review Meetings (BRM) along with Operations Manager/IMGCH on once a month basis or on need basis as called by the location IT Head.
Prepare formal MOM’s for internal team meetings & share with Operations Manager/IMGCH
Achieve C-SAT Index of >90% for both desktop and NOC calls for the location in the survey on a monthly basis.
Ensure all Desktops are installed with AV clients with latest signature file.
Ensure that security patches are updated through SCCM service.
Assist my Asset team to track all IT Assets (Desktop, laptop, Sever, CD) (100%) and ensure it is uploaded in Asset database (ITAM).
As per the audit findings from the central team drive the team to uninstall all the unauthorized software’s at the location.
Ensure 100% mapping between bar code physical verification data with Asset database.
Ensure asset allocation is completed within 2 days of request approval & on the basis of asset type.
Ensure machine movements are done as per the defined process.
Install authorized software as per Desktop Installation Checklist. All Software / Applications other than standard OS and IMG software’s are to be installed only after receipt of Approval.
USB drive all desktops should be disabled by default
Ensure all the IP addresses for the location are mapped with the physical location and the asset.
To send Weekly highlights report to the operations manager
Return defective spares to WI stores without escalation on pending spares reaching the zone.
Report on hardware assets to central asset team -Physical audit report for assets - quarterly
AV report - weekly
I-Com Advisory was established by me on 2006.
It’s a home-based topmost surface. Now the organization was shuttered for own causes.
Software, Operating System installation and Trouble Shooting, New PC erection, installation of OS
Virus Removal & New Definition Installation, Other Standard Software’s Installation & troubleshooting.
Maintaining the PC’s which is in AMC (Annual Maintenance Contract), Coordinating with vendors.
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