Manager - IT
GEMS Education
Total years of experience :19 years, 10 Months
• Deftly provided ICT Support & executed installation, configuration and maintenance of Windows & Mac Servers, Routers, Switches, Firewall, VPN, PCs, Peripherals, IT Tools/Equipment, Network Infrastructure, Packaged Software, Antivirus, Utilities, Software Tools and patches.
• Set up and ensure compliance of procedures related to daily backup and other periodic routines - Software updates, data transfers/interchange, port/ import/ export and restoration from backups when required.
• Engaged in IT policy, systems integration and networking (group wide), IT- infrastructure, purchases, upgrades, warranty, condemnation and replacements, new technology and requirements, technology plan and budget.
• Head Junior ICT Engineers of GEMS American Academy and GEMS World Academy in Abu Dhabi.
• Administer and troubleshoot computers, printers and tablets through Impero software and JAMF software.
• Assign priorities to problems reported, based on the severity and communicate with the concerned parties (GEMS-IT, vendors, suppliers, etc.).
• Manage and administer wireless infrastructure for two campuses.
• Manage BYOD infrastructure and creates internet access tokens for visitors.
• Communicate with users in assessing their on-going needs, recommend best practices, effective solutions and implement to produce desired results.
• Maintain current inventory of hardware, software and passwords
• Manage new ICT projects and its implementations
• Design ICT Infrastructure and inspected IT Securities
• Administer ERP and handled ICT Integration Management and Blue Prints.
• Act as District Administrator for the Follett Software Solution.
• Act as District Administrator for NWEA (Northwest Evaluation Association)
• Head Digital Signage displays through Control Unit
• Pivotal in installing, configuring and troubleshooting devices like Windows computers (laptops & Desktops) and Apple Computers (MacBooks & iMacs), Interactive Boards, Interactive LCD screens, Smart Table, Smart Phone, Smart Screens (MultiTouch), iPods Touch, iPads etc.
• Successfully established the entire IT Infrastructure of two schools as a Project Leader.
• Provided assistance to the customers for HP Products
• Essayed a stellar role in leading 3 teams, a total of 117 engineers in:
o Troubleshooting HP Desktop/Laptop/Printer hardware issues, creating service tickets and escalating it to concerned service department if service is required
o Providing software support for HP AIO printers using Win98, WinME, Win2000/NT, WinXP, Win2003, WinVista and Windows 7
o Troubleshooting wired/wireless network issues related to HP Laptops and printers
o Troubleshooting applications issues for the HP AIO printers like ‘Solution Center’
o Documenting feedback from user related to HP products & forwarding it to management team for better service
o Educating the user for the new product and new features of the HP Desktops/Laptops/AIO printers
o Meeting SLA as per the process and assisting other agents for the same
• Instrumental in rendering Remote Desktop Support (VMware / Physical Hosted) to internal users (local) and Offshore Sites
• Rendered support to partner’s while connecting to Office Machines through VPN (RSA Secure ID/ Cisco/I-pass) from home
• Managed:
o Remedy v6 and v7 Ticketing System
o RoboHelp Knowledgebase and BMC Remedy Knowledge Management
o Lotus Notes V6.5 Configuration and troubleshooting
o Citrix based Database Applications support
o Corporate Data Access Troubleshooting & Support
o Nortel VOIP/IP soft phone Support
o ITIL V3 Adherence & Compliance
o PDA/Blackberry Support
o Local Desktop Support Using LANDesk Control v8.06
o UNIX Based Application Support
o Active directory published Network File/Printer/Scanner/Fax Support
• Ensured coordination with the Server Teams for application/service downtime
• Administered IBM Mainframe (Reflection 3270) / AS400 (Reflection 5250) Application and Printer Support
• Handled applications installation and maintenance using LANDesk Software
• Supervised Bloomberg Terminal Installation & Maintenance
• Headed troubleshooting and repairs of hardware and software problems with servers, back-up devices and so on
• Deftly coordinated with vendors to resolve customer issues and escalated issues as per Escalation Matrix
• Led installation/ uninstallation of various software and upgrades equipment when necessary
• Dealt with critical changes and be the SPOC for entire life cycle of the change
• Recognised for resolving technical issues at level 1 (Incident and Service Request)
• Gathered information from vendor and customer and updated the tickets regularly as per the process
• Drafted a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)
• Tracked tickets for SLA adherence and escalated on deviations as defined in the process
• Ensure sharing of knowledge related to programs, location, and organization with team.
• Efficaciously worked on a major Server Outage in IBM
• Assembling PCs.
• Troubleshooting and maintaining Computer Hardware and Peripheral devices.
• Installing windows -
Windows 9x / 2000 / ME / XP / 2003.
• Installing and Managing System/Application Software -
Visual Studio 6 / .Net
MS Office 2000 / XP / 2003
Adobe Photoshop 6 / CS
Coral Draw 9
Antivirus Client and Server using various Antivirus Solutions.
Oracle Database
Accounting Applications
MS Outlook
• Managing and maintaining Windows workgroups for Internet File and Printer Sharing.
• Proxy server setup and maintenance.
• Active Directory configuration and managing network resources via group policy.
• Backups and Recovery.
• Installing and configuration of Switches & Hubs.
• Implementation of UTP cable networks.
• Laying of cable, crimping, and structural cabling implementations.
• Troubleshooting Network traffic configuration.
• Configuring LinkSys WRT54G Wireless-G and DSL Routers.
• Configuring Cisco 2500/2600 Routers.
• Configuring Repeaters.
• Subnetting IP to split a Network.
• Establishing WAN connectivity using ISDN Modem.
MBA in Information Technology and Project Management.
I have completed B.Sc. Information Technology with 65.86% of marks in the year 2005 and after completion of B.Sc. IT I took lateral entry in B.Tech. - Computer Science for Seventh semester and completed in the year 2006 with 76.20% of marks. GPA score for all 8 semesters which includes 6 semesters of B.Sc. IT and 2 Semesters of B.Tech. - CS is 3.125.