IT Engineer
Higher Colleges of Technology
Total years of experience :17 years, 10 Months
Present Employer : CERT SOFT (Higher College of Technology), Abu Dhabi, U A E
Role : IT Support Analyst
Period : Mar 2011 till date
Project : UAE Ministry of Justice, eJustice Programme
Technologies : Oracle Fusion Middleware 10g, Oracle Database 10g, Oracle OC4J
Hardware : SUN SPARC Enterprise M4000, SPARC Enterprise T5120, SAN StorageTek6140
, Tape Library Sun StorageTek SL48
Description : The eJustice Programme comprises the development and operations of an integrated platform that enables seamless case filing, legal research, notary services as well as case and document management.
Role Description:
Deployment, configuration and testing of applications.
Analyzing and enhancing the functionality across the system.
Evaluates, recommends and plans for acquisition/upgrade/ migration of all utility software and hardware to ensure high availability and optimal use of network
Providing user support onsite or via remote desktop management system
Coordinates with Technicians to setup PCs, laptops, printers, scanners, signature pads and other peripherals as per applications requirements and version compatibilities.
Managing & delegating trouble Tickets through online supporting system against SLA metrics.
Datacenter IT infrastructure support and operations
Manages system logs, error logs, performance logs, application logs and identifies capacity planning opportunities and operational issues.
Document system problems and resolution for future reference.
Production Infra & DR Documentation
Coordinates with 3rd party vendors in the scheduling and implementation of periodic maintenance of systems hardware and software, including new operating system releases, vendor supplied patches and system drivers.
Administration of the database including performance monitoring and tuning.
Identifying and escalating immediately any risks to the database service.
Previous Employer : Abu Dhabi Call L.L.C, Abu Dhabi, U A E
Role : IT Systems & Customer Support Supervisor
Period : Aug 2007 to Feb 2011
Project : SMS & IVR Systems
Technologies : ASP, MS SQL Server 2000, Windows 2003, ENVOX
Role Description:
Systems Engineer duties
Migrating, designing, configuring, setting up & maintaining server infrastructure in hosting facility
Planning crisis recovery strategies and scheduling backup
Contingency planning: deploying disaster recovery program
Customer Support Supervision duties
Manage the customer support team. Ensures customers are maintained & satisfied.
Analyze Customer feedback & demands; ensure customers always satisfied.
Ensure the quality & integrity of the Content published
Managing & delegating trouble Tickets through online supporting system.
Content Management duties
Ensure that content published is accurate, peer reviewed & regularly updated
Provide Portal content management & Knowledge to head of department
Content Uploading to the CMS (Content Management System)
Receive feedback & work according to requirement of business development team
Aggregate & select the content relevant to market & customer.
Manage the day-to-day information submission & updating activities on the portal
Ensure the copyrights & proper format of content published for handset compatibility
Maintain a quality assurance check & procedure for published content
Keep up to date with best practice in Content usability, & requirement
Undertake a review of content published & conduct regular user needs analyses
Installation, configuration and operation of simple routed LAN and switched VLAN.
Configuring RIP, IGRP, OSPF, Serial interfaces, VLANs.
Technical Support Designing, Installation, Testing, Troubleshooting, etc.
Customer Presentations Lab Evaluation, Demonstrations, Trade Shows, Conference Representation, Tutorials, Training and Sales Support.
Protocols TCP/IP, Ethernet, DNS, DHCP, RIP, OSPF.
Cisco Routers, Switches, Hubs, Servers and Workstations, IP Telephony etc.
