Technical Support Engineer
Total ABK
مجموع سنوات الخبرة :17 years, 8 أشهر
Ensuring IT Support & Administration for Users, Desktops and Servers as per ITIL Standard.
Handling more than 750 Users, 500 Desktops & 60 Servers in 4 different Sites.
Manning the desk of Incident Management and distributing the work to the team.
System Administration-Managing Users, Groups, Roles and Access Permissions.
Administration of Windows 2008 & 2012, AD, DNS and DHCP, Group policy.
Remote administration and management of Windows Servers through ILO & KVM console.
Working with SCCM 2007 for the OS Deployment, Applications & Patch Management.
Handling over 100 Applications including In-house & External Applications.
Sustaining the high level of IT Security by keeping up-to-date policy updates in Antivirus.
Handling the Vendor Management & Asset Management & Change Management.
Smart Card Certification enrollment for System Login authentication.
Configuring VPN access using Cisco Mobility service to 100 users in OPCO Companies.
Configuring E-Mail Client certificate in iPhone, iPAD for Mobile users.
Contingency checking of IT Stock items belongs to the department.
Daily/Weekly SLA Report preparation and attending review meeting with client.
Documenting the new process and keep updating the changes.
Managing the Print servers for more than 20 MFP Printers.
Client Site: Dubai Health Authority - (Rashid Hospital)
Roles & Responsibilities:
* 2nd level Management of Dubai health authority in Desktop Technical support Operation.
* Provided Onsite IT support for Rashid Hospital in DHA Environment.
* Given Technical Support in an environment of merely 5000 users & 2500 IT Assets.
* Installing, Configuring and Troubleshooting Windows XP, Windows 7, Mail Client.
* Assigning and attending the ON calls created by Level 1 Helpdesk group.
* Targeting to achieve the SLA as per the client policy.
* Achieving the seamless SLA’s for different Call category under numerous workloads.
* Coordinating with Network Team to Resolve L - 2 Network Related problems.
* Coordinating with Vendors for Warranty and AMC Related Calls.
* IT Asset Audit to be done in every Half year.
* Daily, weekly, monthly Call reports to be taken as per Client policies.
Administration of Active Directory, Windows 2003, DNS and DHCP, Group policy
Creating and deploying OS Images through RIS, WDS
Maintaining File and print server
Creating, Managing User accounts, contacts, Groups in AD
Configuration and Administering DHCP Server
Providing & Maintaining Access Control for File Servers.
Managing patches and maintaining all servers up to date for anti-virus
Performing patch management activity for windows servers
Testing of patches/hot fixes in testing environment before implementing in production
Symantec Antivirus server administration
Troubleshooting escalated and unresolved incidents from Level1 Support
Managing all wintel server related issues like server hardware break fix.
Engineering in Information Technology
Studied Diploma in Computer Technology and passed out as Honors.
Secondary School