Technical Support Supervisor
VMware
Total years of experience :10 years, 9 Months
• Act as a remote customer advocate to champion specific customer needs.
• Apply Systems Analysis techniques and procedures to determine hardware or software systems functionality.
• Apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; use operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
• Assess escalation to resolve more complex issues production down cases.
• Integration with vSAN, NSX, vRO, VDP, Microsoft azure, AWS, SDDC.
• Determine which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
• Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
• Interface directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
• Maintain a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
• Mentor and/or coaches less experienced TSEs when needed.
• Participate and possibly leads conference calls with customers Knows their audience and articulate accordingly.
Responsible for Huawei IT Products on All countries on Middle East and Africa
-Storage: OceanStor... Series and integration with other vendors (IBM, Dell, HP) Big Data environment
-Servers: RH... Series, E9000 Blade server environment .and prepare to contain any OS .
-Cloud computing: Fusion Compute, Fusion Sphere, Fusion Cube, Fusion Access, VDI solution --Remote Troubleshooting for IT products issues reported from the customer, partner or first line engineer
-Handle customer requests, respond & resolve them quickly &effectively according to the SLA
-Planning and design, hardware installation, software installation For Data Center and integration, migration from VMware to Huawei Fusion
-Participate in meetings, presentations within TAC organization.
Responsible for servers that hold Al-Watania Poultry infrastructure.
-Configure more and more concepts, configurations at system Administration like Windows Server 2003, 2008, 2012 installation, configuration, service monitoring And also administration Active Directory, DNS, DHCP, WDS, WSUS, File and Print server and Remote application, Exchange, SharePoint, SQL Server.
- Configure group policies from the domain to centralize administration of Network.
- Ability to plan, design and implement backup strategies using either windows backup or also backup exec software backup.
-Configure antivirus administration server like Kasper
-Sky admin kit. - Administration of servers MS Dynamics “Great Plains”, MS Dynamics “Axapta”, HRSystem“Menaitech” and Sales system, SQL server . - Configuring Virtualization server like (VMware-ESXI 5, Microsoft Hyper-V)
- Responsible for More Than 400 PC’s & Laptop (HP brand) on five sites+ 10 servers (HP) Rack mounted. - Ability to deal with and configure Client OSs: Microsoft Windows XP, Vista, Seven, 8, 8.1, 10, MAC OS
- A good understanding, planning, design & implementation of the networking concepts, LAN networks, wireless networks.
-Planning and configuring Cisco Product.
Configuring Cisco Catalyst 3850 Core Switch/Cisco Catalyst 2960 Access Switch. (Creating VLANs
-Creating DHCP Pool for Voice VLAN-Creating VTP domain Server on Catalyst 3850 Stack/Client on Access Switch Catalyst 2960S)
- Ability to deal with and configure various types of Firewalls like Cyberoam, Fortigate, ISA 2006 and TMG.
- Follow leased line, MPLS, Microwave and fiber optic. - Ability to deal with and configure site to site VPN through firewalls, monitor them and
-Configuring AVAYA VoIP )Central ( . Troubleshooting any problems occur on them
- Securing switch access
- Implementing traffic filters using Standard and Extended access-lists, Distribute-Lists and Route Maps
- Administering and maintenance of CCTV cameras
- Administering Video Conferencing Service
- Installing and configuring OS (XP, , 7)
- Monitoring and maintaining computer systems and networks
- Administrate Win server 2003 (File server)
- Installing and configuring IP Cam
- Installing and managing OS (XP, VISTA, 7, 8, 8.1)
- Administrate Win server 2008 & 2003(AD, File server, Print Server, ISA)
- Installing and configuring the Cisco Device (Data Center)
- Installing, maintenance and managing networks and PCs
-Install secure and scalable network devices
- Highlight and document all network risks of projects
-Backup & Restore
-Configuring intervlan routing
- VLANs, VTP, Ether channels on Layer-3 switches
-Configuring Racks from A to Z
Bachelor of Information Systems (MIS) General Grade: Very Good Graduation Project: Excellent