Senior Technical Support Engineer
International Systems Engineering
مجموع سنوات الخبرة :14 years, 10 أشهر
Key Highlights:
• Successfully installed and configured Windows XP on 600 clients and Windows Server 2003 on 50 servers on three networks on Phase 0.
• Upgraded Windows Operating System from Win XP to Win7, and windows Server Operating System from 2003 to 2008 on Phase 1
• Migrated from physical server to VMware and upgraded Windows Server OS from 2008 to 2012 on Phase 2.
• Designed the Active Directory hierarchy (OUs & GPOs and administrator permissions) for two sites.
• Migrated the services to 2012 such as Domain controller & DHCP & File & Printer & RMS & PKI & SCCM & SCOM & WSUS and SEP
• Upgraded the ISA server to TMG and Exchange Server from 2007 to 2013.
Key Responsibilities:
• Provide technical support to client / IT end users via e-mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards.
• Design, configure and administrate Active Directory, DHCP, DNS, and Services; configure and administer Symantec Endpoint Protection Server, PKI server, WSUS server and KMS server.
• Install and configure servers, document procedures, research technical issues, guide customers/end users, and handle product change requests.
• Render technical support, perform trouble-shooting functions and resolve customer issues; maintain proper documentation on technical aspects related to the project/system/network security.
• Design, configure and administer Printer and File Services, ISA Server and TMG server, Exchange Server, SCOM as well as SCCM.
• Research, diagnose, troubleshoot and identify solutions to resolve systems issues, hardware or software faults; follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide technical support for incoming queries and issues related to data center, network, security and application requests; install new software and hardware (servers, printers, computer workstations, etc.)
• Research clients’ technical issues in a timely manner, and follow up with clients with recommendations and action plans.
• Log, categorize, prioritize, track and manage incidents reported by users; perform data analysis regarding major incidents and problems.
• Assess recurring incidents and rectify the same; follow standard operating procedures and change management processes; ensure that problem management process is implemented and followed by all involved process members.
• Raise support tickets for customers as and when required for technical support desk; rectify and close tickets within set timeframes and SLA (Service Level Agreement).
• Liaise with customers throughout ticket process to ensure customers are kept informed through to resolution;
• Document all technical inquiries, develop and review content for knowledgebase, analyze call logs to spot common trends and underlying problems; prepare network & server reports
• Coordinate with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration in order to resolve problems
• Monitor network performance and make recommendations for improvement; plan future improvements, suggest IT solutions to business problems and ensure that IT meets industry standards.
• Focus on improving existing services by reviewing objectives and specifications, evaluating proposed changes, recommending changes and accordingly making modifications.
Key Responsibilities:
• Set up systems, monitored and maintained computer systems, troubleshot networks, servers, routers and switches; installed and managed VSphere & Vcenter; configured the Storage, Network and HA as Cluster & DRS, SDRS.
• Maximized network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborated with network architects for network optimization.
• Configured and troubleshot Cisco Routers and Switches; configured layer 2 Protocols (STP, RSTP, MSTP, VTP, ETHERCHANNEL); configured layer 3 redundancies such HSRP, VRRP, GLBP.
• Accountable for maintenance of hardware & software server components; deployed window OS using system center configuration manager 2007; managed user requests on server side.
• Set up new users’ accounts and profiles, managed permission and dealt with password issues; researched, diagnosed, troubleshot and identified solutions to resolve user issues.
• Diagnosed and fixed network/system faults, oversaw security of all systems and installed anti-virus protection; designed, maintained and repaired network servers.
• Walked customers through problem-solving process related to network outages, changes or upgrades; also followed up with customers to ensure issue has been resolved.