System Engineer
Automation and computer Technologies
مجموع سنوات الخبرة :11 years, 1 أشهر
Project Main Implementer, System Engineer
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Creating and configuring servers hosting applications like MICROS POS and QSR automation.
• Maintain and administer Firewall configuration (SonicWALL) and network, manage VPN network over multiple branches.
• Configure VPN access to firewalls.
• Configure access rules on the firewall.
• Configure and maintain Switch configuration.
• Configure and maintain windows server environment (Windows Server 2012), Active Directory, DNS and Group policies. Create new users, deploys batch files and configuring Group policies to meet companies standards.
• Configure and Manage Virtual Servers through Hyper-V Windows Server 2008 R2 Datacenter.
• Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.
• Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• Perform routine network startup and shutdown procedures, and maintain control records.
• Perform data backups and disaster recovery operations. Create backup processes and batch files.
• Configure and maintain Network Storage Devices, Create Daily backup for servers and employee data.
• Design, configure, and test computer hardware, networking software and operating system software.
• Monitor network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future. Manage networks through solar winds software.
• Research new technology, and implement it or recommend its implementation.
This position reports to the Technical Support Supervisor and has general responsibility to both lead and provide hands-on support to resolve customers’ internet/connectivity problems. In addition, the team leader is accountable to assist Supervisor/Manager with coaching, mentoring and training other agents.
• Assist Supervisor/Manager with coaching, mentoring and training other agents.
• Log and track cases and maintain history records and related problem documentation.
• Evaluate and prioritize unresolved customer cases reported and decide when and to whom the case should be escalated.
• Track and follow up opened cases with all related parties until the case is resolved to the customer’s satisfaction.
• Ensure timely resolution/escalation of cases and inform the customer when a case needs additional time for resolution.
• Perform daily checks to monitor and verify system availability. Escalate any issues with the system to the related departments and inform the Support Manager.
• Draw the agent’s attention to respect the department’s values, standards, procedures and policies whenever an agent’s performance, technical accuracy or demeanor affects the department’s service level.
• Report performance and efficiency decline issues, deficiencies and misbehavior to the Support Manager.
• Report operational achievements and progress to the Supervisor/Support Manager on a regular basis.
• Evaluate and recommend configuration changes of operating systems and various applications to access the Internet and interact with the corresponding servers.
• Maintain accuracy of the customer support database by instructing agents to correctly fill in information collected during diagnostics and regularly checking this database.
• Report database discrepancies caused by unawareness, inexperience or negligence of agents to the Support Manager.
• Act as a second level support to agents, co-operate with team members, analyze and correct complex cases using documented procedures, available tools, and personal knowledge and skills.
• Transfer knowledge to all agents after the resolution of every escalated case.
• Coordinate anticipated and unanticipated service failures and communicate incidents to agents to be ready for unexpected calls rush.
• Suggest to Supervisor/Support Manager changes in tools, training, policies, procedures, processes and reporting to improve the team’s efficiency.
• Test and deploy new software or perform modifications and upgrade activities when necessary, if asked to do so by the Support Manager and after coordinating with the company’s systems and network engineers.
Server Administration for all LIU branches in Lebanon. (Active directory, Print servers).
Manage User and Computers in the active directory. Add users, computers and network printers.
Network Administration for all LIU branches in Lebanon. (Cisco Switches- layer 3).
End-users, staff and faculty members support for desktops (Both Windows and MAC OS), wireless Access points and printers.
Installing all kinds of new equipment, and making sure they meet the standards of the working environment. (Computers (Both Windows and MAC), Printers, Copy Machines, Cisco Switches, Access points, etc...).
Installing access points around the campus.
Support for LIU students (E-mails and devices).
Making sure the computer labs are well, and fully equipped with both hardware and software.
Provide all kinds of Software and install them for staff members and labs all around the campus.
Software examples: (Autodesk programs, ARCGIS, ANSYS, ADS, VMware, Visual Studio, SQL server 2008 and 2012, MS Office, MATLab, Noria, E-file, Catia and Surfcam, LSdyna, CS6 Adobe Master Collection (Both Windows and MAC OS), CC Adobe Master Collection (Both Windows and MAC OS), Adobe Acrobat, Antivirus, Weka tools, MiniTab, 3D Max, Avid, Xamp, Wamp, Andriod Studio, Wireshark, Netbeans, Java updates)
2013- Lebanese International University student, Information Technology
• 1997-2009: Middle East International School, KSA, Riyadh
