IT SENIOR SUPPORT ENGINEER
EMIRATES AIRLINES
Total years of experience :20 years, 6 Months
IT Senior Support Engineer (Service Delivery / Infrastructure Support)
My role involves:
• In-depth experience in managing the deployment, maintenance, upgrade, and support of User’s, network and datacenter infrastructure
• Designed configuration for computer network and supervised its implementation
• Ensured smooth and uninterrupted functions of internal & external clients
• Installed and configured infrastructure management systems and other software
• Determined infrastructure need and provided recommendation for hardware and software support
• Deployed automation tools and troubleshot issues
• Repaired and maintained networking hardware and other accessories
• Analyzing computer network requirements and planning configuration
• Planning, deploying, configuring, and documenting issues pertaining to server deployment
• Increasing reliability and efficiency of computer network system
• Installing server and work stations at clients' office and providing training
• Repairing and maintaining computer networking hardware
• Designing, constructing, and scaling sound infrastructure from the base
• On call Support for Data Centre
• Weekly reports
Key Projects Areas
• Emirates Marina Hotel & Resorts,
• Premier Inn Hotels - DIP, DSO & Airport
• Al Maha Resorts & Spa
• Emirates University
• Dubai Outsource Zone (Call Center)
• Emirates Group Head Quarter (EGHQ)
• Emirates Destination & Leisure (DLM)
• Dnata Head Quarter (DNHQ)
• Emirates Engineering
• Emirates Group Technology Center (EGTC)
Customer Support Engineer (Nokia Corporation - HSBC Bank)
My role involves:
• To give support to a network of almost 1850 workstations running under Windows environments.
• Resolving user problem remotely through net meeting/remote assistance or providing onsite support based on the type of problem.
• Install setup and troubleshoot windows server 2003/XP/2000, LAN, PC & Printers.
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions
• Setup and configure banks applications like Lotus Notes, IBM AS400 iSeries, Agent Desktop, WHIRL, VPN client and Citrix Client applications systems, and other web based applications.
• Provide on-the-job training to staff members if required.
• Provide computer orientation to new engineers.
• Issuing Secure ID Card to the Clients as per the request of the line manager.
Key Projects Handled
• Common Windows Desktop (CWD) project; migrated around 2000 machines from Windows 2000 Professional to Windows XP Professional across UAE in all the branches of HSBC
Technical Support Engineer
Intech Computer System. Bangalore (India) May 2004 - April 2006
Intech Computer Systems is the leading channel business partner for International Business Machines (IBM) in Bangalore. It holds the distinction of winning the Annual Best Customer Service Provider. As an Technical Support Engineer I have successfully implemented and configured windows 2003 server with Active directory and DNS. A Consultant for a Web based Network Monitoring Tool for Network devices, Server’s and Applications.
Responsibilities
• To give support to a network of almost 250 workstations running under various environments like Windows, Linux.
• Administering exchange clients for internal and external emails and configuring exchange client. Installing anti-virus and supporting various virus issues.
• Configure users PC to access the Internet via a Proxy/DHCP. Complete support for Installing SQL clients etc...)
Server Deployment Phase
• Installation and configuration of Windows 2003 server.
• Verify server site preparations and facilitate site preparations.
• Creation and Administration of User and Group Accounts, Troubleshooting problems that prevents users from logging on to the network, Managing Network resources and Administration
Client Deployment Phase:
• Execute client migration that is, configuring clients to logon to the new NT domain, based on a pre-determined schedule.
• Verify client workstations for proper mapping of network drives and printers after the server migration.
• Report progress and issues to the project team leader and Manager.
• Anticipate client deployment issues and share findings and solutions with other team members.
• Setting up Print Servers, Printer Resources and Backup Devices, Modems and Network Cards. Installation of Client Software
• Implemented scheduled backup of outlook express & Microsoft outlook using Seagate’s Backup
Computer Operator