ICT Systems Administrator
Rezayat IT and Communications Company - Rezayat Group
Total years of experience :13 years, 6 Months
• Manage and maintain the organization's ICT infrastructure, including but not limited to servers, storage, and network devices.
• Administer and troubleshoot operating systems, including Windows Server and Linux distributions, ensuring optimal system performance, stability, and security
• Oversee all areas of LAN, WAN, ICT security, and reliability. Diagnosing, supporting, troubleshooting, designing, planning, securing, and installing ICT equipment and technologies
• Configure and deploy virtualized environments using VMware, resulting in optimized resource utilization and cost savings.
• Design and implement ICT security systems and manages the growth of the ICT Infrastructure, making recommendations to provide the appropriate level of ICT performance and reliability.
• Conduct routine security audits and implemented measures to improve network security and data protection.
• Execute strategic plan to protect the organization from internal and external threats and to ensure industry ICT standards are followed to provide a secure and stable ICT infrastructure
• Develop annual budgets for ICT Infrastructure hardware and software upgrades Lead multi-site or company wide network and VoIP telephony projects. Reporting progress on a weekly basis to team and management.
• Skilled in incident response and handling, including investigation, containment, and recovery.
• Ability to develop and implement security policies, procedures, and guidelines to ensure compliance with industry and regulatory standards.
• Extensive experience in managing firewalls, intrusion detection/prevention system, endpoint security software.
• Conduct security awareness training sessions for employees to promote a culture of security awareness.
• Provide technical guidance and support to end-users on security-related issues
• Handles ICT issues escalated by the second level of support specialists.
• Designed and implemented network infrastructure for new office/site projects with extensive knowledge and experience with Software Defined WAN and cloud-managed Network Infrastructure.
• Managed and provided network and server related support for different companies inside and outside Rezayat Group which includes but not limited to Active Directory, File Storage Servers, Firewalls, Routers, Switches and Wireless Access Points, IP Telephones.
• Researched and applied latest best practices related to network infrastructure and security.
• Liaised with company executives and project managers to acquire resources to move projects forward.
• Communicated with IT equipment installers to deliver technical support throughout project execution.
• Monitored installation of materials and equipment for compliance with drawings and specifications.
• Maintained records for each project and engineering discipline.
• Planned and managed IT projects and continuous improvement programs to reduce labor and costs.
• Identified technical risks within managed projects. Reviewed progress controls for project quality assurance.
• Assisted with cost proposal development and customer presentations.
• Reviewed contractor proposals to determine favorable partnerships for on-time and under-budget project completion.
• Analyzed system development efforts using potential ROI and associated liability figures. Completed IT project tasks while providing safe working conditions, staying on budget and meeting project deadlines.
Hardware and Software of Expertise
• HP and IBM Tape Backup
• Cyberoam, Sophos and Meraki Firewalls
• Meraki, Unifi, TP Link, Linksys, Cisco and Grandstream Access Points
• Yeastar IP Telephony
• APC, Eaton and HP UPS
• 3Com, Meraki and HP Network Switches
• Huawei, TPLink and Linksys Routers
• Hikvision, Dahua nad AXIS Surveillance System
• ZKTeco Biotime and Access Control
• Micros Opera Hospitality and Restaurant Management
• M365 and O365
• Collaboration Software (Teams and Sharepoint)
• Zentyal Firewall/Gateway and Spark Messaging (OpenSource)
• Created and assigned helpdesk tickets through OTRS helpdesk system Maintain and improve ICT asset inventory across the Rezayat Group of companies
• Provided ICT support for end-users of different companies inside and outside Rezayat Group
• Ensured free flow of operations involving it functions
• Lead and handled the technical support team in providing corporate wide end-user support.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Served as primary point of contact for support relating to owned solutions and products.
• Explained technical information in clear terms to promote better understanding for non- technical users.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Performed root cause analysis of reported issues to enact corrections.
• Maintained response times to support business continuity.
• Updated and maintained current customer support database.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Documented faults and bugs for referral to development staff for use in updates.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Gathered trend data from customer calls and interactions.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfilment.
• Communicated with stakeholders to share critical technical information and deliver project updates.
• Researched new tactics to better hone responses and shorten remediation times.
• Travelled with sales engineers on customer site visits to respond to specific technical questions.
• Delivered Tier-3 support and SME input to internal and external customers.
• Designed tailored engineering solutions for customers based upon key requirements.
- Part of the team who manages the POS deployment, POS transactions and Merchandise.
- Inventory System for Retail and ensures zero downtime during retail operating hours.
- Supported day-to-day operations, monitoring and resolving client/server and storage issues.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Developed modification program to determine compatibility with various software.
- Created nightly jobs for database backups.
- Mentored employees and offered constructive feedback for performance improvement.
- Conducted routine and emergency maintenance of assigned data center equipment.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Implemented internet and intranet applications on multiple platforms.
- Detailed upcoming software upgrades and system sprints to team members.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Maintained current software licenses for computers and mobile devices.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analysed issues to identify troubleshooting methods needed for quick remediation.
- Patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Documented support interactions for future reference.
Tertiary: Notre Dame of Dadiangas University - BS in Information Management Marist Avenue, General Santos City, Philippines 2009 - 2010