![Faseeh Mohd koya, IT SUPPORT ENGINEER [L2]](http://secure.b8cdn.com/images/uploads/user_photos/55/18927955_20201228141131.jpg)
IT SUPPORT ENGINEER [L2]
Ministry of Sports and Youth
Total years of experience :9 years, 4 Months
•Dedicated I.T Support Engineer and provided full technical support for 800+ user environment in a differentvarious department under Ministry of Sports and Youth.
•Provided 1st line technical support; answering support queries via ticketing tool (ZOHODESK TicketingSystem), phone, and email.
•Monitor maintenance agreements, warranties, and site licenses.
•Closed 94% of trouble tickets on the first call without escalation.
•Troubleshoots problems, responds to escalation, actively perform investigation and implement the fix withinSLA.
•Responsible for end-user facing 1st and 2nd line I.T Support working with high demand requests andensuring meet deadlines following to service level agreement with quality of service.
•Conduct preventive and safety inspections for MDF and IDF network cabinets.
•Performs installation and configuration of licensed Windows 10/11, Anti virus, MS Office 365, ZohoDesk and SCCM.
•Managing Active Directory functions like new account creation / modification / deletion of user accounts.
•Supporting password resets and account unlocks in roles requiring higher permission levels.
•Responsible for backup administration of the Windows domain \[ WinServer 2016/2019 \], PC/laptop imagecreation and updates.
•Maintaining, Troubleshooting, assembling and upgrading PC's and laptops.
•Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
•Manage create and reset new Email user; Configure MS Outlook 2013, 2016 and 365
•Support Cisco IP phones & VPN Clients.
• Incident and Request management through IT Ticketing system - BMC Helix IT Service Management
(ITSM) Software.
• Troubleshoots problems, responds to escalation, actively perform investigation and implement the fix
within SLA.
• Ensure systems are stable and available and that user issues are addressed in a timely manner.
• Ensures that IT systems are operating in a safe and secure environment at the MDF rooms at Ahmad
Bin Ali Stadium
• Monitoring and maintaining VMware Servers and Palo-alto Firewalls at the Football stadiums under the
Supervision of Supreme Committee for Delivery & Legacy.
• Generating Reports for VMware for Dell EMC and for Palo Alto Panorama.
• Diagnosis of VMware performance and perform VMware performance tuning.
• Monitoring event related to IT and Media information.
• Identifies potential risks and pro-actively searches for solutions.
• Monitor status of critical system services reporting performance and server health of SIB Servers at the
stadiums.
• Establish and maintain service levels; perform basic troubleshooting; monitor vSphere implementations;
and manage vCenter server alarms
•Incident, Problem and change management by updating and resolving as Per ManageengineService Desk Software.
•Assist in ensuring that the Service Control policies are being followed
•Installing and configuring Computer hardware, software, systems, networks, printers and Scanners.
•Monitoring and maintaining computer systems and networks.
•Responding in a timely manner to service issues and requests.
•Providing Technical support across the company (in person or over the phone).
•Setting up the accounts for the new users in the AD and giving appropriate Access to the File Server
•Updating & monitoring Windows servers on scheduled basis.
•Maintain SONICWALL NSA firewall to protect the systems from all kinds of malicious attacks.
•Repairing and replacing equipment as necessary.
•Managing stocks of equipment, consumables and other supplies
Project: IT Support for Doha (head office), Cairo office & Manila office (sub-branches) and various project sites Roles and Responsibilities:
•Follow ITIL process for Incident, Problem and change management by updating and resolving as PerManage Engine Service Desk Software. •Analyzed and recommended improvements to all new systems and ITIL processes
•Administrating Computers and all IT Peripherals and record them for maintenance plan and otherservice works
.•Setup and maintain accounts, workstations, and grant access rights in line with approved levels torestrict database access to authorized end-users only.
•Maintains and monitors security access management accounts for each server and serverenvironments
•Support on Windows network (users, computers, printers, network switches etc.)
•Updating & monitoring Windows servers on scheduled basis.
•Maintain SONICWALL NSA firewall to protect the systems from all kinds of malicious attacks.
•Installation, terminating and testing of Cat-6, Cat-6a
•IT help-desk management such as (FTP, Remote Desktop Support, Conference Meetings setup, VPN, etc.)
•Maintaining & support IP telephony system Alcatel Lucent
•Migrated the in-house e-mail server to Office365.
•Maintaining and renewing Company websites on monthly, quarterly and annual basis.
•Backup & restoring database
•Implementation of CEG MIS server application in all departments i.e. HR, Finance etc.
•Monitoring Firewall system for network traffic & administrating IT Security based on requirement by themanagement.
•Supporting and actively working in Backup system (Symantec - Bureau Veritas Based) for incremental, daily, weekly and full yearly backups.
•Maintaining all certificates licenses for Antivirus, Backup software and all Microsoft related andrenewing it in time.
•Documenting every form in IT dept. and updating it on monthly and yearly basis.
•Preparing weekly and monthly reports of the works done and maintaining records accordingly.
•Administrating Helpdesk Ticket system software as per the ITIL standards and preparing reports for themanagement view and concerns.
•Prioritizing and managing many open cases at one time.
Provided technical support for computer hardware/software configurations.
•Managed Windows network (users, computers, printers, etc.)
•Provided support for remote users through Net meeting.
•Provided support for printer scanner, switch.
•Troubleshoot and rectified the systems and network problems.
•Installation and Maintained Windows Operating Systems
•Installation and Maintenance of Windows Server Operating System
•Provided support for router, switch.
•Installation and Maintained Windows systems and active directory troubles
•Outlook installation and troubleshoot
•Installation and management of printers’ network
•Installation and management of Microsoft Exchange Server and mailbox.
•Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
•Implementation of interactive Promethean smart-boards in classrooms for over 8 CBSE schools inkerala india
•Setting up of the Computer labs for schools.
•Technical support for the networks in the school.
•Provided technical support and service to the company at every level and every location, includingequipment recommendations, installation, configuration, testing, training, troubleshooting, repairs, moves, and upgrades
•Hardware & Software support on client PC.
•Provide support for office 2010, 2013- outlook, power point, word, Share-point online. Install andconfigure mail accounts and troubleshoot pst and ost issue.
•Printer Installation and maintenance.
•Network installation & configuration.
•Updated installations for windows OS & for other software’s.
•Anti-virus software management.
•Remote support, remote desktop, team viewer.
•Supporting the roll-out of new applications.
•Providing support, including procedural documentation and relevant reports
•Troubleshoot networking Issues.
•Implementation of interactive smart-boards in classrooms for over 8 schools
•Tracking computer equipment warranty and non-warranty status information to ensure equipmentstill under warranty is serviced only by the vendor.
BSc. Computer Science
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