Systems Engineer
Inchcape Shipping Services
Total years of experience :5 years, 7 Months
Company Name: Inchcape Shipping Services
Duration: May 2010 to Till Date
Designation: Systems Engineer
ROLES AND RESPONSIBILITIES
• Troubleshooting Level 1 issues related to Windows XP, Windows Vista and Windows 7 of 600 users in Dubai office along with Middle East, India and Africa branch office users, which includes the following, Installation and Configuration of Operating System (Microsoft), Internet Security (Installation and Configuration), Hardware Troubleshooting, Software Troubleshooting, Repairing a corrupted Windows System, Automatic System Recovery, Backup and Restore, System Restore in Windows XP, Installing and managing network connections, Implementing User, Group and Computer Accounts, Domain Configuration and Group Policy.
• Troubleshooting Level 1 issues related to Microsoft Office 2003, 2007 and 2010, Oracle Hyperion, Office Communication System, which includes 600 users in Dubai office along with Middle East, India and Africa branch users.
• Installation and Configuring Microsoft Outlook, Assigning space for users using Disk Quotas, Creating user Profile and Home Directories, Network resources and Printer administering, Backup utilities and recovery of system state data
• Installation of New Laptop and PC's to the users as per Company Standard
• Installation and Configuring the CISCO IP phones for users using Cisco Call Manager
• Configuration and Installation of File and Printer Server (FNP)
• Administration and Maintenance of File & Print Servers (Windows 2003 & 2008 Operating System) including creating shared folders, assigning NTFS permissions and creating associated security groups for ease of administration.
• Managing and Monitoring Tape Backups for MEA region.
• Physically monitoring all the server rooms.
• Monitoring and updating Antivirus updates for Whole Region (MEA) through Symantec SEP Application.
• Guiding and educating the users to understand the IT concepts and usage of IT related applications and software's in better way.
• Support for Symantec Anti-Virus installation and Virus Removal
• Remote Login to customer end for using remote connectivity tools such VNC, Teamviewer, PcAnywhere, LogMeIn etc
• Handling all regional projects for new software installations or upgrade for Example CRM, Logmein, Symantec Altris etc.
• Checking for Email delays/Blocks/Release in Symantec Bright Mail Application based on the users request.
• Creating and managing new user accounts and user updates in Active Directory for regional based users.
• Providing the support within the Agreed SLAs and maintain the same to provide same support further with all incidents. Logging Support Calls with Avocent - Touch Paper
• Preparing documentations as and when required for all Knowledge base process.
• Working in different shifts to satisfy the organizational needs.
• Escalating to relevant teams in case of Network Issues.
• Logging calls with Vendor for Hardware issues
• Responsible for the procurement of Hardware Purchases including Cisco (Router, Firewall, Switch, IP Phone, WAAS, WAASX), HP, Canon, XEROX, Brother and Windows Software's.
• Logging calls with ISP for Internet Link and Leased line issues which include regions of Middle East, India and Africa.
• Communicate with local, regional and global support teams.
• On call Support during out of office hours and weekends
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform regular security monitoring to identify any possible intrusions.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Perform regular file archival and purge as necessary.
• Create, change, and delete user accounts per request.
• Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies
Maintenance
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.
• Maintain operational, configuration, or other procedures.
• Perform periodic performance reporting to support capacity planning.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Maintain data center environmental and monitoring equipment
Work Experience: 1
Project Name Hardware and Bandwidth Upgrade - UAE (Inchcape Shipping Services)
Duration Mar/2012 - Jan/ 2013
About The Project
Involved in upgrade of Cisco Hardware of the sites that had EOL Cisco Hardware. Also done bandwidth liaising with ISP and with Network team.
1. Live swapping activities involving Cisco routers and switches for upgrading the Leased Line.
2. Shut Down EOL PIX and connect the Internet Link to Cisco WAN Interface.
3. Final Testing.
My Role On Site Engineer for all UAE the sites for the above work.
Project Name Office Relocation - Sharjah (Inchcape Shipping Services)
Duration Mar/2012 - Jan/ 2013
About The Project
Relocation of Sharjah office with approx. 20 users. This included shifting of user's machines, File Server, Network Devices and Internet/Telephone lines.
My Role
As an onsite Engineer, my role was to ensure work was successfully completed and business was back online with minimum downtime.
Project Name Office Relocation - Dubai Corporate H.Q. (Inchcape Shipping Services)
Duration Jan/2011 - Feb/ 2011
About The Project
Relocation of Corporate office with approx. 80 users which included shifting of user machines, File Servers, Exchange, DC, Cisco Call Managers along with UPS and Network Devices
My Role As an onsite Engineer, my role was to ensure project was satisfactorily completed with minimum business downtime.
Company Name: ECT India, Bangalore
Duration: Aug 2007 to Dec 2009
Designation: Help Desk Analyst
Responsible for attending & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and peripherals. Supporting over 800 users & on average answering 40 IT calls a day.
ROLES AND RESPONSIBILITIES
• Providing technical support over the phone to all IT users.
• Handling incoming incidents via the phone / e-mail promptly and effectively.
• Diagnosing and resolving a wide range of technical issues over the phone.
• Take ownership of a call and seeing it through to closure.
• Escalating calls and issues where necessary to senior managers & team leaders.
• Investigating and implementing ways of reducing calls to the Help Desk.
• Ensuring that all call details are captured and entered in the logging software.
• Updating support documentation. Answering & responding to all calls & requests within agreed time scales.
• Keeping customers updated as to progress.
• Provide troubleshooting and configuration support for client desktop and networking environment.
KEY SKILLS AND COMPETENCIES
• A good working knowledge of all levels of helpdesk support.
• Excellent telephone manner and customer service skills.
• Able to diplomatically manage customer's expectation.
• Experience of setting up and maintaining hardware and software systems.
• Ability to work shifts and weekends - occasional overtime / overnight.
• Having the ability to listen to, understand and defuse difficult situations.
• Experience of working with CAFM systems & multi-line help desk systems.
• Knowledge of all Microsoft office applications and operating systems.
* Bachelor of Engineering (Information Science) Malnad College of Engineering, Hassan, Karnataka, India