Lauren Layug

Duties:
• Monitor and respond quickly and effectively to the requests received through the Help
Desk system, and authorities.
• Schedule repairs and follow up on issues while ultimately making sure all requests are closed to the satisfaction of the end users.
• Set up new user accounts, e-mail profiles, standard applications and common shared
folders.
• Install and configure computer hardware, system applications, printers, scanners,
copiers, network MFP and plotters.
• Responsible for installation and activation of office applications i.e. MS Office, Antivirus,
AutoCAD, Adobe, Acrobat, software suite for estimating, quantity take off software.
• Troubleshoot computer system and network problems and diagnosing and solving
hardware/software faults.
• Provide support for mobile device configuration.
• Provide support and service on data and voice networking architectures.
• Provide the remote desktop and telephone support for project sites end users.
• Keep all-desktops, application suites up-to-date & provide technical support on request.
• Provide the full back up for workstations and laptop data files.
• Backup and restore software licenses in Desktop PCs and laptop.
• Backup end users e-mail account.
• Receive the returned IT assets and apply the preventive maintenance procedure.
• Provide investigation, diagnosis, resolution and recovery for hardware/software
problems.
• Manage stocks of equipment, consumable and other supplies.
• Train, educate and assist end users on new software and technical systems required.

Duties:
• Provide full IT support to the EMEA region of operations and the headquarters in Dubai
• Regular travel to regions that requires on-site IT support and maintenance
• Maintain an up-to-date IT inventory of all computers and systems
• Liaise with IT vendors for purchasing of new IT equipment and services
• Ensure the effective provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure
• Provide technical support for all IT equipment, and liaise with external IT vendors where required
• Lead any roll-out of new IT solutions and applications
• Install, configure and maintain all end-user’s IT equipment. This includes desktops, laptops, smartphones, and tablet computers
• Provide support to local IT technicians in the region of operations
• Create and manage Exchange mailboxes
• Manage Salesforce system as administrator - reset passwords and troubleshoot issues
• Maintain outstanding IT support with corporate executives

Key Achievements:
• Migrated all Dubai and London offices from workgroup to network domain, and migrated legacy users to Microsoft O365 with zero downtime
• Implemented time attendance system using door access control

Duties:
• Provide 1st tier and 2nd tier technical support to Company staff with the aid of IT Helpdesk system
• Maintain and provide permissions of the company’s Microsoft SharePoint Online site
• Provide technical support for printers, scanners and Internet/e-mail, including liaising with external IT vendors, where required
• Create, change, and delete user accounts as per request and deal with password issues
• Investigate system and network problems and diagnose and resolve hardware/software faults
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes
• Install, configure and maintain all end-user’s IT equipment. This includes desktops, laptops, Blackberries, and tablet computers
• Ensure virus protection on all systems is current and functioning
• Perform system/data backups, recovery and backup testing
• Support the roll-out of new applications and systems
• Maintain a current register of all IT equipment
• Administration and management of Microsoft O365’s Exchange and SharePoint
• Undertake any additional responsibilities or duties commensurate with the position as assigned by the IT Manager and IT Director.

Key Achievements:
• Assisted in the final stage of integration of Olive Group and Edinburgh International
• Successfully completed the first full IT inventory of Olive Group

Duties:
• Provide 1st tier and 2nd tier technical support to Company staff
• Ensure the effective provisioning, installation, configuration, operation, and
maintenance of systems hardware and software and related infrastructure
• Carry out routine configuration and installation of IT solutions
• Provide technical support for printers, scanners and Internet/e-mail, including liaising with external IT vendors, where required
• Create, change, and delete user accounts per request and deal with password issues
• Investigate system and network problems and diagnose and resolve hardware/software faults
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes
• Install, configure and maintain all end-user’s IT equipment. This includes desktops, laptops, Blackberries, and tablet computers3
• Maintain company's IT network, servers and security systems
• Ensure virus protection on all systems is current and functioning
• Perform system/data backups, recovery and backup testing
• Assist with the development of IT procedures and documents
• Support the roll-out of new applications and systems
• Maintain a current register of all IT equipment and licenses using GLPI inventory system
• Administration and management of Hosted Exchange and MessageLabs Email Security
• Undertake any additional responsibilities or duties commensurate with the position as assigned by the IT Manager

Key Achievements:
• Successfully migrated current email system into Microsoft Hosted Exchange
• Fully migrated in-house file system into cloud-based
• Integration of IT systems of Edinburgh International and Olive Group

Duties:
• Administration and management of Microsoft Active Directory and Exchange Server 2003.
• Manage and perform system backup using Symantec Backup Exec software with IBM System Storage Tape Autoloader.
• Administration and troubleshooting of HP Proliant and IBM System Servers.
• Manage and maintain firewalls, switches and wireless access points.
• Responsible in maintaining the company IT network with less downtime. This includes daily monitoring of VPN tunnel connection of other site offices.
• Install, configure and maintain all end-user’s IT equipment. This includes desktops, laptops, Blackberries, iPhones, printers, and fax machines.
• Responsible in providing IT support for Corporate Management people (Partners, Directors and Managers).
• Manage and maintain Trend Micro Worry-Free Business Security as the network antivirus, anti-malware, anti-spyware system.
• Administration and management of MessageLabs Email Security/Spam Manager.
• Work hand in hand with IT Manager and IT Technician on project planning, testing and implementation.
• Carry out routine maintenance of computer systems and networks and maintain control record.
• Provide technical support to end-users and maintain the IT Helpdesk System.
• Maintain a current register of all software licenses and IT hardware.
• Maintain a record of IP Addresses, workstation names and node addresses.
• Liaise with IT vendors/suppliers for hardware, software and system requirements.
• Monitor Internet and email usage as per company IT policy.
• Provide support coaching to IT Technician.

Key Achievements:
• Implemented Symantec Backup Exec as the backup system.
• Migrated in-house Microsoft Exchange into Microsoft Hosted Exchange.

Duties:
• Responsible in providing IT support for Corporate Management people (CEO, CFO, COO, President, Vice-Presidents and Managers
• Assist in maintaining the corporate IT network with less downtime
• Install, configure and maintain all end-user’s IT equipment. This includes IBM desktops, personal computers, laptops, printers, fax machines, voice equipment and the software that runs on these systems
• Maintain and troubleshoot network problems associated with cabling system
• Assisting in LAN related additions and changes
• Working hand in hand with IT Administrator, Systems Engineer and all IT team members to assess and solve all company-wide IT issues
• Training and assisting new end-users on IT-related company procedures
• Log jobs that are done and pending in the IT Helpdesk System
• Serves as System/Network Administrator for International Inspection Services Ltd. (A Company under Lamprell Group)
• System Administration and troubleshooting for Windows 2003 Server to IBM System x3650 Server
• Administration of Microsoft Active Directory
• Implementation of security policies using Active Directory to users
• Perform scheduled server-backup using Symantec Backup Exec Backup with HP StorageWorks Tape Autoloader
• Responsible in LAN related addition, changes, and maintenance
• Manage and maintain Trend Micro Security as company’s antivirus system
• Keep a record of IP Addresses, workstation names and node addresses
• Create VPN user accounts for employees that require remote connection

Key Achievements:
• Installed, configured, and deployed new server (IBM System x3650) as AD and DHCP server.
• Implemented Symantec Backup Exec as the backup system.

Duties:
• Testing all aspects of the product/system like function/component, system, performance, regression and service.
• Work with development team to identify and capture test cases, ensure version management

Duties:
• Provide general IT support for all company employees.
• Install, configure, and maintain computer systems.

• Provide unparalleled over-the-phone technical support for AT&T broadband internet customers
• Assist colleagues in resolving customers’ issue