IT Analyst
Kaptec
Total des années d'expérience :7 years, 1 Mois
Respond to all support requests in a prompt, professional and courteous manner
Accountable for quality and efficiency aspects of each customer query, in line with customer expectations and SLAs
Complete follow-on actions as appropriate
Invoke escalation procedure both technical and non-technical in a prompt and timely manner
Responsible for logging calls reported to the Service Desk via Telephone or Email
Resolving 1st and 2nd line support calls, including AD Admin, Permissions, Application
Support, etc, escalating to 3rd Parties where necessary
Monitor incident and request progress against SLA targets, liaising with support groups and keeping customers informed of progress
Quality check and close resolved support calls with agreement of customers
Following IT procedures e.g. ITIL and strictly complying with our Policies as well as customers
Produce Management Information as required by the Service Desk Manager
Use remote access software to interrogate end user PCs to troubleshoot and resolve technical issues
Central part of identifying improvement opportunities
Management of overall network, core, distribution and access layers at the Diyar International Private School, Fujairah.
• Switches (WS-C3850-12S, WS-2960X, Catalyst 2960-XR, CISCO 3560), HP 2910al, CISCO Routers (2921 as a voice gateway).
• Managing, Administering and troubleshooting Aruba wireless LAN controller and access points.
• Managing, Administering and troubleshooting Office 365 exchange.
• Managing and administering Windows server 2012 R2 in a school environment.
• Providing IT supports to the admin staff and teaching staff.
• Troubleshooting, managing and configuring Microsoft servers, and network infrastructure.
• Management and configuration of Fortigate 100D Firewall, monitoring traffic, access policy, spam filtration, and LAN to WAN vice versa communication.
•Configuration of various devices, hardware, software at center, configuration includes MS Windows Servers 2012, CISCO Routers, Switches.
• Managing and administering CUCM and cisco unity.
1. Management of overall network at the center, including Microsoft and Linux Servers, CISCO Switches (Catalyst 2950, Catalyst 2960-x series), CISCO Routers (2800 series).
2. Installing, managing and troubleshooting MS exchange server 2010, MS servers, Linux servers.
3. Linux system administration, Linux RAID, DNS, DHCP configuration, and conducting online exam of FCPS I, II.
4. Providing IT support at workshops and center offices, IT solutions for different issues regarding OS and apps.
5. VMWARE ESXI virtualization infrastructure, UVC lifesize server for broadcasting videos and
recording the live streaming.
6. Conducting IT workshops to the medical professional and provide level 1, level 2 support to users on a daily basis
7. Management and configuration of Endian Firewall, monitoring traffic, access policy, spam filtration, proxy and LAN to WAN vice versa communication.
8. Configuration of various devices, hardware, software at center, configuration includes MS Windows Servers 2008/2012, Routers, Switches, DVRs, NVRs, CCTVs, Security machines and Apple devices.
9. Video Conferencing with Lifesize and Polycom QDX 6000, QDX 7000, its recording and facilitation
8. Structure cabling, terminations with cable estimation, testing, tracing and troubleshooting of LAN data and voice cabling.
Management of AD, DNS, Resources utilization, implementing and designing Group Policies at numerous sites all
over UAE Dubai
Installation, configuring and providing maintenance support to various clients for Windows Server 2008/2012
Installation and Configuration of VPN site to site for secure communication. CISCO Routers, Switches, Firewall installation and configuration.
Remote Desktop Connectivity of clients with server using CALs, guiding users to access their accounts.
Configuration of various devices, hardware, software at active sites. Configuration includes MS Windows Servers, Routers,
Switches, DVR, PBX, and Security Systems.
providing IT support to diverse clients at sites all over UAE Dubai in almost every IT aspect.
Installing security systems, Attendance machine, Finger print machines, magnetic locks, Bio-metric Systems, CCTV
Cameras and making online Cameras on smartphones.
Cabling, Installing, programming and configuration of various telephone Systems PBX.
Structure cabling, terminations with cable estimation. Testing, tracing and troubleshooting of LAN cabling.
Fiber optics splicing, testing and implementation for du and Etisalat as a Subcontractor.
Websites registration, maintaining DNS records entries, Web Hosting and Email troubleshooting, configuration.
Experienced with Windows 2003/2008 Active Directory design, installation and deployment of enterprise-wide Group Policies using Active Directory components
Installing & Configuration of DHCP, DNS, Active Directory Roles, Permissions, Group Policies in Server 2008
Installation of DHCP Service also Create its Scope
Windows server 2008 Active Directory administration
Managed Network and standalone Printers.
Helping out administration to procurement of new hardware and software
Provide software and hardware helpdesk support for all internal and remote end users.
Administration and troubleshooting of Microsoft Outlook 2003/2007
Daily Management of Servers, monitoring its peak and smooth performance
Installing Active Directory, Maintaining active directory including security domains, user profiles as well as other resources on the network
Installing Microsoft Exchange 2010, creating mail boxes, Troubleshooting Email propagations and user Quotas Management
FTP server Management, creating FTP accounts on server, Publishing IP for FTP on server at Firewall.
DNS servers Management for smooth working of servers, an internet connection and resources availability.
Daily and scheduled Servers Backups and monitoring disk Capacity.
Hyper - V, Plan Implement Server Virtualization and Load Balancing. Used to create Virtual server and joining it to Domain. Providing Remote access to clients on servers and to utilizes resources available.
Server Tune up, Security, User Profile Management.
License update and Management.
Manage Servers, Network Security, Antivirus, Firewall
Managing mail servers, Accounts Quota, Email routing Backups
Email Account Managements, Creating and setting up Email accounts on outlook for users and providing them support for Emails. Troubleshooting Email in / out flow and repairing it.
Web Hosting and Websites Registration, maintaining DNS records, MX records and monitoring websites performance.
FTP Management
Providing Remote Desktop Support to clients and users (Skype / Log me in / Team viewer).
Website Maintenance and developments, updating information on websites and layout of web pages.
My responsibilities includes..
System administration
Equipment and implementation of systems
Installation, configuration, maintenance and operation of all systems
Daily, monthly, yearly Data backup
Configuration and implementation of network
Hardware, basic installation, onsite maintenance
New installation, relocation and expansion
Maintenance and Repair/troubleshooting
Tool Support, Network adaption, Regular maintenance
Reporting & Monitoring on critical service level
Have achieved many awards from Institute in different field of subjects like Robot Competitions, Network Implementation, Games, Sports etc.
Being Computer Science student was one of the best programmer of my College.
Collect many awards and stand at second position in School Result. Sports player and Computer Geek