IT Support Specialist/Network specialist
College of the North Atlantic-Qatar
Total years of experience :18 years, 7 Months
IT Support Specialist/Network specialist at the College of the North Atlantic-Qatar
(March 2009- current)
Responsibilities:
* Acting team leader in the summer break (June-September)
• Assignment of incidents and requests to support team members using HP service manager and following up.
• Achieve agreed targets in terms of quality, time and cost.
• Act and perform according to defined SLAs.
• Provide support to the on-going projects, moves and changes.
• Execute change management activities.
• Interaction with other support teams in Qatar and in Canada.
• Produce weekly report to the IT operations manager
• Access/Distribution layers configurations (Vlans, trunking, access ports, IP telephones).
• APs/Wireless controllers Configuration/administration of the entire campus.
• Altiris server administration (implementation and administration of CMS 7.0, deployment server 6.9 SP4)
• Building and implementation of Windows 7 Hardware Independent Images,
• Planned and administered the migration of 3000 nodes from XP to Windows 7 through Altiris.
• Altiris server administration ( jobs scripting / HII images / SQL tuning / SVS application virtualization )
• UPS replacement/upgrade of Rayyan Campus
• Server room renovation and documentation of Rayyan campus
• Support for EFL labs (English as a Foreign Language)
• Administering WSUS and Deepfreeze servers.
• A/V equipments and auditoriums support.
• Daily troubleshooting/upgrade tickets (laptops/desktops/ network / servers)
• Video conferences support
• ISO 20, 000 certificate Audit and implementation
• VoIP telephone support (NORTEL call manager and units)
• Knowledge base documentations
• Cisco clean access administration and implementation project
• General helpdesk support for over 600 employees and 3000 students.
Key Responsibilities
• Coaching and mentoring new team starters with training and full inductions into the team and college
• Overseeing the distribution of workloads as per each technician’s unique field of expertise
• Producing daily, weekly and monthly performance and technical reports for IT Operations Manager
• Ensuring that all communication with end users is courteous and patient to deliver client satisfaction
• Liaising with all service users including college management, the academic team and students
• Leading internal IT migration projects ensuring on time and on budget delivery and implementation
• Preparing and presenting monthly KPI reports and statistics to identify strengths and weaknesses
• Ensuring that any shortfalls in service delivery are closed with training and adequate resourcing
• Developing win-win relationships with 3rd party contractors and vendors to gain preferential pricing
• Monitoring quality assurance levels and ensuring that team meets service delivery levels
• Maximising system performance through the introduction of new software and hardware upgrades
• Utilising ITIL methodology and frameworks to deliver robust and secure systems and networks
• Leading meetings with Server and Network teams to ensure synergy between departments
Key Achievements
• Oversaw the planning and migration of 3500 systems from XP to Windows 7 through Altiris, including full ghosting and Imaging of all systems
• Supervised the upgrade of the College’s data centre including the UPS
Responsibilities:
• Setup and configuration of word press server.
• Migration of 100+ mail boxes and DNS/MX records configuration.
• Administration, editing and support for www.libya.tv.
• Network and exchange server support.
• Supervisor for www.libya.tv website design and implementation project.
(May 2007- Jan 2009)
IT onsite support Engineer Schlumberger overseas, Doha, Qatar
Responsibilities:
• Assets Management and administration (audit, CI, add, remove, BMC Remedy)
Security champion of Qatar Geomarket (achieved 95 % target from 2007- 2009)
• Projects Management ( new office CBQ Plaza setup, testing and completion)
• PKI door access system (setup, data base, maintainance)
• Surveillance IP cameras maintenance and troubleshoot
• Video conferencing units Tandberg (adding, operating, maintenance)
• Help desk support ( daily IT tickets), SCCM servers (reimaging)
• Offshore IT support for rigs.
• Telephone systems (Nortel) support.
• Active directory administration (permissions, adding, deleting)
• Networks (LAN, WAN) maintenance and infrastructures
• Communication channel with Qtel (Network, PBX and Mobile issues)
• Weekly and monthly backups of file servers using Symantec backup suite.
• IT helpdesk service for 700 employees.
(June 2003 - Jan 2005)
Customer Support Engineer Absolute Digital Systems
Cambridge, UK
Responsibilities:
• System administration of the office LAN.
• Integration of Wireless equipment into businesses and home networks.
• Support and training for customers
• IT networking support and wireless systems integration.
• Surveying and installation of wireless equipment and terminals.
All required courses are completed, working on the final project.
ITIL v3 Foundation (Certified)
Diploma in First Line Management (Institute of leadership and management), (London-UK)
Cisco Certified Network Associate (Cisco Networking Academy-Qatar University) Cisco Unified Wireless Networking (Fastlane-Dubai 2010)
College of the North Atlantic, Computer Support Specialist (Diploma) (Honor society, GPA 4.0)