IT Specialist
Computer Network Systems
Total years of experience :15 years, 6 Months
I.T Support Specialist
(Computer Network System Project)
November 2013 - Present
Masdar Institute of Science and Technology
Masdar City Near AUH Intl. airport
Abu Dhabi United Arab Emirate P.O.Box 54224
Tel: +971 2 810 9999
Job Responsibilities :
• ICT Service desk support specialist, Fixing I.T issues via remote connection (bomgar and RDP as per Masdar policy), via Email creating easy instructional steps with visual aids, via phone and personal assistance.
• Managing Active directory for user accounts.
• Resolving tickets and following up thru Remedy force I.T Service management system
• Front liner in supporting and assistance I.T issues of faculties, students and staff.
• Managing and monitoring MyQ Printing system.
• Supervising short project like replacing all printers, installation of software for events and etc.
• Data backup and data recovering.
• Migrating profiles, emails, softwares and other data exactly the same from old desktop to new desktop.
I.T Support Engineer
(Raqmiyat L.L.C Projects)
April 2012 - October 2013
Raqmiyat LLC Technology Solutions
8 Floor, Union House Port Saeed, Deira
Dubai United Arab Emirate P.O.Box 8547
Tel: +971 4 295 9606
Job Responsibilities :
• Attending assigned service call and update service call tickets in H.P Service Manager/ITSM BMC Remedy incident management.
• Taking ownership of technical issues, documentation of troubleshooting, and working with our Development group to resolve more advanced issues when necessary.
• Inventorize all I.T Equipments update all serials, accountable users, service tag and product key.
• Microsoft windows server 2003/2008 Active Directory Administration.
• Troubleshoot Macintosh machines and Linux OS machines.
• Installations of Windows OS, install drivers, patch the security updates, and migrating user profiles.
• Managing of daily and weekly back up tapes in back up machines.
• Joining new laptop and desktop to network domain.
• Configure Email outlook and troubleshoot corrupted PST/OST files.
• Troubleshoot ORACLE, HRMS, ERP, Web Utilities account issues and update the web browser portal.
• Configure Default gateway, DNS, and Proxy server for internet connection
• Perform troubleshooting in network issues LAN/WAN.
• Solving technical problems of the end users to make them comfortable e.i Microsoft Office products - Outlook, Word, Excel, Access, Internet Explorer, Windows XP/Vista/7, antivirus, desktops, Projectors, laptops, printers, networked copiers, CCTV, NIC’s, basic LAN/WAN connectivity and others as assigned.
• Creating email accounts thru EIM’s webmail delegated administrator, exporting and importing emails to other machines.And configuring email in MS outlook.
• Managing and maintenance of Queue Management System(QMS) server and equipments.
• Projectors configurations and maintenance.
• Assembling and installation of hardware/software, keeping all the systems up to date with patches and security fixes and helping out end users do their job more effiecient.
• Setup and configuring remote access.VPN, Remote Desktop Connection Manager, Teamviewer, RealVNC, and AMMYY remote access application.
• Creating purchase requisitions for IT hardware equipments/software installer.
• Setup finger print or ID card access in Biometric system/Attendance system and disabling expired accounts in accordance with HR requirements.
• Assist End user when a new software or any other new IT regulations comes in the working of the company.Train the end user or implement the new strategy and make the user comfortable with the technology.
• Respond to requests for technical assistance in person, via phone, via email.
• Image/re-imaging desktop and laptop using Clonezilla live/Acronis.
• Installation of student and faculty software application Autocadd, Mathlab and others.
• Testing of Windows 8 and Microsoft Office 2013 and make recommendations.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Composing clear documentation and reports to ensure operation acceptance and improve support processes.
• Completing task assignments on time and provide 24/7 oncall supports.
• Review groups incident/Problem/Change/Request queue to identify problems and upcoming change within Remedy
• Manual cleaning of slow workstation temporary files, cookies, prefetch and unnecessary profiles to maintain the machine performance.
• Installation and configuration of security devices such as Single Sign On login fingerprint, CCTV Camera’s.Monitoring and managing of all CCTV channels..
• Work with I.T department teams to develop test plans and ensure successful testing.
Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
Providing support, including procedural documentation and relevant reports.
Managing IBM Lotus Notes Installation, upgrades and troubleshooting.
Familiarity with Linux OS Distribution.
Presentation daily reports using microsoft office word, excel, and powerpoint.
Remote assistance through remote desktop connection, RealVNC, Teamviewer.
Portforwarding, CCTV IP Camera Configuration, Network Cable Crimping.
Windows server active directory administration support.
Knowledge of DNS, TCP/IP and other networking concepts
Participation in providing training to customers as required
respond to requests for technical assistance in person, via phone, electronically
Backup and migration of user profile to other p.c
Reformat operating system.
Network and Technical repair assistant.
Organizing documents and other files.
Data entry encoder.
Job Responsibilities :
• Diagnose and troubleshoot incidents.
• Installation and full configuration of pc games, and other software.
• Provide assistance and support for the initial implementation of softwares.
• Network connection troubleshooting.
• Installation of cybercafe management software.
• Refurbishing clone pc setup.
To acquire any respectable position in an environment that promotes growth for me to be able to showcase my expertise and share my knowledge and skills to others as well as to contribute to the growth of the company and learn new things and broaden my horizon.