IT Support | System Administrator
AMADEUS IT GROUP SA
Total years of experience :10 years, 2 Months
I’m part of the IT service delivery & support group within Middle East and Africa (“MEA”) region, reporting to the MEA Regional Service Deliver & Support Manager. Our regional office in Dubai is responsible for ensuring giving the Tier 2 IT service & delivery support across the Middle East & Africa. My main role is to ensure that the deployed architecture for infrastructure, servers, Laptops and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability within Dubai regional office.
o Scope of Work/Milestone:
o First in line technical support and assistance for incoming queries and issues related to computer system, software, and hardware for Amadeus Dubai regional office
o Responsible for installing and maintaining computers, laptops and server hardware and software in a predominantly Dell environment
o Responsible for network availability, IP phone and video conference support and provisioning in a predominantly Cisco Environment
o Manage new comer request
o Responsible to setup and support company customized application:
• MyServiceDesk (Amadeus ITSM Tool)
• Symantec Altiris
• Cisco Jabber
• Cisco WebEx
• Cisco AnyConnect
• Microsoft SharePoint
• Microsoft 365
• Microsoft Teams
• Microsoft BitLocker Administrator and Monitor
• Microsoft SCCM / Remote Control Viewer
• Microsoft Multi-Factor Authenticator
• RICOH Network Printing Management
• Amadeus Selling platforms
• Apple iPhone's and iPad's (with Amadeus Applications)
• MobileIron (iPhone and iPad Device management)
• HP Assets Manager
• Good Meeting (Meeting Room Management integrate with Outlook)
• win@proach (Incident & Change Management Amadeus Application)
• Coupa Cloud Platform (Business spend management)
o Manage and support office Access card using Bosch Access Professional
o Maintain and support different Microsoft Windows operating system:
• Windows 10
• Windows Server 2008 R2
• Windows Server 2012
• Windows server 2016
• Windows server 2019
o Maintain and support Windows Enterprise Application:
• Active Directory
• DNS
• DHCP
• DFS (Distributed File System)
• IAM (Identity and Access Management)
o Administered data backup and ensured data recoverability using Veritas Backup Exec 20
o Manage and support VMware ESX, vCenter 7.6, 5.1
o PowerEdge VRTX, PowerEdge M640, RICOH Printers/Scanners
Scope of Work/Milestone:
o Serve as lead engineer to ensure the availability of the GENEW Application, Oracle Database and Apache
installed in 50+ servers under UNIX Solaris and RedHat platforms.
o Performed installs and upgrades, installed patches to fix software glitches, overnight, insuring minimal interruption to client business and service
o Escalated issues to next tier as needed and maintained communication with customer and technical teams. Extensively utilized Job Progress Log to record and track issues
o Developed different bash script to increase system efficiency and lower the human intervention time on any task.
o Proactively ensure the levels of system and infrastructure availability using Veritas Cluster server.
o Directed quarterly system health check on the Solaris T4/T5 servers to avoid hardware issue with the assistance of 3rd party vendor.
o Provides pre-sales & post-sales cycle to the customer for business solution.
o Provided excellent customer service by providing safe, timely and accurate repairs in a courteous and professional manner.
o Appraised and verified bill of material items provided on to customer system requirements
o Architect and analyze the technical solution required to address customer requirements, assesses customers met and unmet needs and recommends solutions that optimize value for both the customer and firm.
o Integrate Veritas backup & availability solutions onto systems hardware architecture according to customer requirements and project plans.
o Maintained strong relationship with clients during post-sales. Identifying opportunities for further sales and new areas for development.