Service Desk Analyst
Future Pipe Industries
Total years of experience :23 years, 4 Months
Working as an IT Service Desk Analyst and supporting the end users with ITIL best practice over 1500 users in
locally and globally for multiple sites in Middle East (UAE, KSA, Oman), Egypt, Spain, Netherland, Indonesia
and USA
Key activities:
• Manages all the IT requests sent to the IT Service desk and assigns ticket to IT engineers.
• Modifying the IT resources and the functions by raising proper change request approval for any
request from the end user to IT Service Desk.
• Documentation of internal IT procedures and maintaining Service Knowledge Management System.
• Develop a user care philosophy that ensures customer satisfaction
• Data conversion and Infrastructure migration as part of the organization development.
• Creation and managing of user accounts, folder creation and assigning NTFS security,
• Responsible for the maintenance and administration of LAN and WAN connectivity between head
office and Qatar local site.
• Maintaining inventory of all IT assets, and maintain the asset tracking record.
• Maintaining documentation of changes, regarding users, functions and system.
• Managing scheduled backup of files, Exchange server, Active Directory and Disaster Recovery plan
using Symantec Backup Exec 12.5
• Implementing and maintaining Microsoft Lync Video conference system from Qatar office to other
branches.
• Installation and configuration of citrix presentation server client, for supporting, company ERP
application like BAAN and Payroll.
• Give basic supports to the Computerized Industrial and QC testing machines, in the pipe
manufacturing plant.
• Managing and ensuring that the windows security update and the Symantec antivirus updates are
properly updating to the client computers.
• Managing Alcatel PABX system, Unified Messaging, Voice logger and Call accounting solutions.
• Installation and managing of CCTV security system.
• Installation and managing of access control system.
Worked as a local IT Administrator, provided excellent support to more than 100 users and managed the
local IT infrastructure.
Key activities:
• Administration and maintenance of LAN under Windows 2003 environment.
• Managing and maintaining backup, installation of OS, Hardware and Software, Updating hardware and
software, applying group policies.
• Responsible for security and access control system.
• Creating domain user accounts, groups, shared folders and assigning permissions to them.
• Reporting daily activities and incident logs report to senior manager.
• Installing, configuring and maintaining.
− Microsoft Exchange server 2003 and configuring outlook client to the user’s computer.
− Manage File Server by File sharing and security with NTFS level permission.
− Windows Server 2003 and Active Directory.
− DHCP & DNS server in the Windows 2003 Network infrastructure.
− Citrix Presentation server Client and running related application successfully.
− ADSL Modem, Wireless routers and Access points.
− MFP Network Printers, Print servers.
− Security and Time attendance system.
− Alcatel Telephone System.
− Antivirus on both server and client side.
Worked as an IT Administrator, responsible for managing the Domain system for staffs & students and
maintain computer LABs of 200+ nodes in addition to the LAN support.
Key activities:
• Planning and Implementing of computer LABs based on Microsoft Windows Network.
• LAN network implementation including network cabling, cable termination, switch configuration
and LAB preparation activities.
• Installation and configuration of windows server 2003.
• Managing active directory, managing user accounts and groups, Applying group policies, file and
folder creation and assigning proper NTFS permissions.
• Installation and configuration of desktop computers and printers in windows environment.
• Resolving network connectivity problems at the end user level.
• Maintaining CCTV camera system.
• Installation, configuration and troubleshooting of Microsoft SQL Server/Client, Oracle 8i/9i, J.D.K,
C, C++ and Visual Basic applications for the LAB functioning.
• Troubleshooting of OS and hardware related issues.
• POP3 configuration for outlook users.
• ADSL modem configuration and internet connection sharing.
Worked as an IT Service Engineer and giving technical onsite support to the client companies.
Key activities:
• LAN administration, Maintenance, Design and Implementation. Installation and troubleshooting of
desktop Operating System.
• Troubleshooting of system hardware components in the client site offices.
• Provided technical support over telephone to resolve the software and hardware problems.
• Onsite support for the technical issues to the client companies.
• Assist in web development and content management using Drupal web developer.
• Installation of application software for clients and responsible for performing troubleshooting
activities.
• Purchasing of IT peripherals and maintained the asset records.
• Hardware and Operating system trouble shooting and repairing.
ITIL V3 foundation Certified
CCNA Global Certification from CISCO
Microsoft Certified System Engineer- Global Certification from Microsoft
Passed Diploma in Mechanical Engineering from Govt. Poly Technic, Muttom, Idukki, Kerala