Systems Engineer
American University of Sharjah
Total years of experience :14 years, 11 Months
● Administration & Management of AUS Messaging environment to ensure Academic and Administrative Messaging Services are available with no/minimal impact on day-to-day operations of the AUS community
● Maintenance and support for centrally managed IT infrastructure ensuring IT infrastructure services are maintained with no/minimal impact on day-to-day operations of the AUS community
● Perform real time monitoring of IT Infrastructure to ensure IT infrastructure services are available by taking proactive steps when alerted to an issue
● Co-ordinate with vendors/partners and internal staff to evaluate technologies to ensure centrally managed infrastructure technologies continue to meet the changing needs of the AUS community
● Documentation support for IT infrastructure to provide a centralized repository of system configuration management, ensuring access to critical documents, resulting in enhanced IT services.
● Patching, Maintenance and Configuration of IT infrastructure to ensure a systematic approach is followed for configuration management in addition to ensuring technical updates for IT infrastructure
● Administer and Manage Desktop and Application Virtualization Environment to provide secure and reliable virtual desktop and application environments.
● Administer and Manage Server Environment to provide secure and reliable server virtualization environments.
● Responsible for the overall performance and management of all IT equipment including configuration and deployment of systems in offices for all staff members which fall under the Help Desk.
● Providing technology support for walk in staff, students and faculty at the Help Desk.
● Desktop/Laptop hardware and software support across the
organization.
● (Network, Pharos System, Endusers)
Printers Installation, configuration, and troubleshooting.
● Leading and training student workers to provide support for staff
members
● Administering users accounts in the Active Directory
● Managing and Monitoring Cisco Telepresence Servers
● Coordinating and managing videoconference events
● Provided extensive customer support with both facetoface
and telephone consultation
● Recommending, testing and installing IT software and equipment requested by other non IT departments.
● Develop a set of consistent standards for equipment, configuration, support and operational procedures.
● Document all systems operations, configurations, upgrades,
processes, procedures, installation, implementation and testing.
● Liaison with internal departments and teams to determine user
requirements, execute projects, and set service standards and ensure users satisfaction.
● Maintaining LAN, WAN and WLAN connections.
● Analyzing, troubleshooting and determining technical, software & hardware, problems
● Configuring & troubleshooting different brand of modems, bridges & routers such as Linksys, D-Link, Belkin, Aztech, Seimens, Us Robotics, 3-Com for DSL or Fiber lines & wireless.
● Performs troubleshooting analysis of workstations and associated systems.
● Managing user accounts, permissions, emails, domain names, web hosting, and anti-virus.
● Handling Customer inquires effectively based on a high quality of service to reach customer delight guided by the processes and targets of the customer care center.
● Resolving customer complaints and problems, escalates issues to appropriate persons/teams whenever needed.
● Effectively interpreting the needs of the customers maintains and enhances standards of quality for the services offered.
● Building a customer relationship/partnership which adds value to the customer leading to a long term profitable relationship.
● Showing a broad knowledge or products and services and their competitive advantages.
Handled customer inquiries.
Managed the team and incident operations.
Maintained order and security.
ACTIVITIES • 2005-2009 - A MEMBER OF THE AMERICAN UNIVERSITY OF SHARJAH SOCCER TEAM, American University of Sharjah, Sharjah, UAE Represented the American University of Sharjah internationally and locally. • 2007-2008 - TREASURER OF THE SUDANESE CULTURAL CLUB, American University of Sharjah, Sharjah, UAE Found sponsors that helped the club financially. Communicated with Student Affairs. Wrote reports and documentation. AWARDS • Spring 2009 - GOLDEN MEDAL, American University of Sharjah, Sharjah, UAE For winning the first place in the inter-university tournament. • Spring 2008 - GOLDEN MEDAL, American University of Sharjah, Sharjah, UAE For winning the first place in the international universities tournament organized by the American University of Athena in Greece. • Spring 2003 - INTENSIVE ENGLISH PROGRAM HONOR ROLL, American University of Sharjah, Sharjah, UAE For completing the Intensive English Program with honors. INTERNSHIP • Summer 2007 - Technical Writing Engineer, ZARCA Interactive, Dubai, UAE Learned the basics functions Helped in translating a web site Searched for information related to the translated web site Data Entry FULL-TIME JOBS • Summer 2005 - SUPERVISOR, Building Maintenance and Transportation Dept., American University of Sharjah, Sharjah, UAE Customer services, received complaints either by the phone or e-mail Organized and supervised the job of the maintenance worker Data entry and filing PART-TIME JOBS • 2004-2005 & 2008-2009 - RECEPTIONIST, Sport Complex, American University of Sharjah, Sharjah, UAE Customers services, received phone calls, reserved courts, managed time sheet and maintained security by checking student and staff ID's. Data entry and filing. • Fall 2008 - ORGANIZER, American University of Sharjah, Sharjah, UAE Helped in the orientation week for the new students by guiding them through the campus Managed activities indoor and outdoor the university.