IT Administrator
Madi International
Total years of experience :12 years, 0 Months
IT System Administrator, MADI International Co. Dubai
A leader in Professional Salon Furniture Supply and Beauty products in the Middle East
• Reporting to Corporate IT Manager, handled all of the IT requirements - maintenance & new installation of IT infrastructure for all of the company’s locations in Dubai, Abu Dhabi, Al Ain and Sharjah. Also supporting Oman and Qatar operations. Planning, purchasing and setup of new office IT hardware setups.
• Setup and Monitoring of Server & Network infrastructure of physical and virtual machines running Windows Server 2008 R2 and Windows Server 2012 R2, MS SQL Server 2012, MS Exchange 2010.
• Configuring of back-ups and job monitoring using Symantec Netbackup
• Install new software and configure hardware, peripherals, services, settings, directories, storage, etc as per requirements for business needs for users.
• Active Directory Domain Administration (including RODC) across all sites for user admin/domain profiles, group policies, rights and access management.
• MS Exchange 2007/2010 Server Management, Skype for Business 2015 and Office365 Admin management. Network printers and printer maintenance at all branches including AMC wherever applicable.
• Develop and maintain installation and configuration procedures and maintain system standards
• Biometric Access Control and time attendance management.
• Experience in Server room set-up, cable management, cable tracing and troubleshooting of N/W and voice points.
• Administration of POS systems, CCTV & DVR systems, Daily Data Backup and monitoring.
• Liaising with IT vendors for purchase of new IT hardware and/or software services for existing set-ups and new projects.
• Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice.
Key responsibilities:
1. To manage and guide a team of highly motivated HelpDesk associates and Desktop Engineers.
2. Active participation in the preparation of process related SOPs, MPR (Monthly performance review) and management reports.
3. To take end-to-end ownership of End User issues till resolution & follow-ups as mandated by the process requirements to keep downtime low.
4. Monitoring, fault handling and escalation (identifying and responding to faults on AHMSI India Infrastructure, liaising with various teams and 3rd party vendors as required.
5. Monitoring Health of Servers and WAN International Network Links.
6. Coordinating between various Functional Areas during Infrastructure Change activities.
7. Monitoring OS patching and hardware and network upgrade activities & Monitoring Application memory usage and disk drive thresholds (Sizing and Scalability).
8. Hosting and Managing Least Response Time Conference calls in case of any Failures.
9. Shift schedule management to ensure 24x7 coverage by IT Support teams.
10.Preparation of SOPs for procedures, scheduled tasks and troubleshooting guides that my team uses on the job.
11.Analyze IT ticket data and provided valuable inputs towards RCA for issues that persisted for long.
Tools used:
Monitoring :Solarwinds Orion, IP Monitor, Network Performance Monitor (NPM), WhatsUp Gold, HP Web Jetadmin.
Sys Admin :Citrix Management Console, VM Ware, Altiris OS Deployment Solution, Citrix Management Console, Remote Desktop Assistance.
Ticketing :Symantec Service Desk 7.0 & Ticket One (Developed in-house)
Key responsibilities:
Floor Supervision and Escalation Handling:
1. To monitor the activities of reps in production and to help them with providing excellent customer service. & to handle escalated calls whenever required.
2. To provide feedback to reps. & handle coaching and training sessions for new reps.
3. To roster team-mates for shifts as per client requirements.
Key responsibilities:
1. To promote the Company and its products sales in the State of Goa.
2. To boost sales figure by applying creative sales techniques
3. To identify key clients and establish sustained orders.