KHANZADA TAIMOOR ASLAM

• Assist customers analyzing and isolating if the issue related with the unit is H/W or S/W.
• Issue analyzation by checking with bare minimum to identify the faulty hardware part and resolve the issue on site if required under claim process.
• Providing technical support for 11 countries of MENA region.
• Track Incidents in IT Ticketing system (Microsoft Dynamic 365).
• Commercial products include HP Z series workstations, HP Elite books, HP Pro books, HP Retail Point of Sales or RPOS, HP Sprout, HP Elite X3 Phablet, HP Elite Tablets and Detachable, HP Elite Desks, HP Thin Clients, HP Elite Displays, HP Chromebooks
• Follow up with customers, partners and HP management on pending cases.
• Follow up on pending repairs and troubleshoot of the unit.
• Generate weekly reports regarding pending cases answers maintain SLA.
• Arrange and set spare part or replacement items if a warranty claim requires it within UAE and KSA.
• Schedule onsite servicing or repair of the unit.

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Give basic training to new users for computing.
• Maintain daily performance of computer systems.
• Coordination with vendors engaged in the project.
• Trained up a team to support and monitor the network.
• Coordination with NOC team along with support engineers.
• Continuous project progress reporting to CTO and superiors.
• Respond to email messages for customers seeking help.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure issue has been resolved.

• Worked on IBM Security Product I.e. Security Identity and Access Manager which is deployed in STC (Saudi Telecom Company).
• Installation and Integration of IBM Databases, Directory Servers, WAS with IBM SIM.
• Integration of user’s data from Active Directory and other different data sources to IBM SIM through TDI Feed process.
• Installation & Up-gradation of database servers in production environment.
• User Access Management to the concerned primary/Secondary database.
• High Availability of DB servers. (Load Balancers)
• Maintains the backup of database server and restoration incase primary is down.
• Opens the PMR with vendor (IBM) in case the issue is unknown.
• Monitoring of Queues in DB if stuck then skip all the technical operations on database.
• Troubleshooting of different technical issues regarding SIM in user/customer environment (STC Users).
• Manage user accounts on Active Directory and IAM.
• Solve the incidents opened from IT-Helpdesk level 1 group & resolve the tickets at Level 2.
• Reconcile the orphan accounts with concerned person in IAM.
• Issue troubleshooting of users with remote session or personal visit as well.
• Technical Assistance to other Engineers.
• Working in Rotatable shifts including night shifts.