IT Support Specialist
Schlumberger - United Arab Emirates
Total years of experience :15 years, 0 Months
Leading a team of 3 members; developing competency, providing training, administering performance appraisals, managing performance as per set KPIs and resolving conflicts; overcoming complex business challenges and taking high-stakes decisions
Managing IT Infrastructures and ensuring high uptime & availability of all IT Infrastructures & Services including server & storage hardware, LAN & WAN services, telephony services, web services, IT security, databases, DC/DR infrastructure, and so on
Managing complete IT Operations activities including planning, designing/developing solutions, developing budgets, managing projects, coordinating with stakeholders and providing technical leadership for new projects
Ensuring effective Disaster Recovery & Back-up Plans for all network devices for business continuance; maintaining asset documents
Identifying issues related to networking & infrastructure and providing on-time solutions for the same; closing tickets after successful troubleshooting of network issues
Recommending corrective action plans after thorough study of organizational IT strategies & practices; identifying issues and evaluating trends for predictive maintenance of IT Infrastructure
Conducting regular Network & System Audits and verifying application results
Implementing configuration and change management for IT & network across different locations
Deploying disaster recovery, back-up and information security & control strategies to preserve assets
Managing user accounts setup procedures; authorizing and approving all change requests
Configuring items/incidents/service request for changes required; acting as SPOC for change request status update, IT services, information and issue resolution
Leading problem management activities by identifying cause and resolving reoccurring incident in coordination with Internal Technical Team; documenting incident/problems and devising corrective action/preventive action plan
Protecting information assets of the company against all threats (internal or external) by establishing, implementing, maintaining and improving the Information Security Management System
Administering the deployment, maintenance, support and upgrade of servers, storage hardware, software & network systems
Formulating, implementing & documenting IT Infra processes & SOPs; creating & maintaining system & software documentations
Key Result Areas:
• Troubleshot, fixed & escalated incidents in standard, business, and company-specific IT Applications
& Services as per ITIL guidelines
• Provided L1 & L2 technical & administrative support for issues related to laptops & associated
hardware/software, IP Telephony, Connectivity, Security, Servers, and Real-time operations
• Worked as a member in GSD - Quality Team
Key Result Areas:
• Worked as SPOC for any Airport IT service-related issues (hardware, software and applications);
provided support to over 4000 users
• Coordinated change management process with the Change Owner and relevant Business Partners
• Managed high impact & high urgency incidents by creating advisories, getting approvals, and
coordinating with relevant teams
• Generated reports on high impact incidents for evaluation by technical teams and upper management
• Worked as Active Partner in change & incident management process as per ITIL standards
• Monitored airport network and other critical devices using HP OP-Manager Application
• Analyzed & troubleshot Windows XP & Windows 7 as well as organization specific applications
• Provided L1 support for SITA TEX and coordinated SITA Text issues with the Offshore Team
• Took complete ownership of issues related to desktops, laptops and printers in airport IT environment
Key Result Areas:
• Evaluated system potential by testing compatibility of new programs with existing programs
• Provided L1 & L2 support and responded to outages within established Service Level Agreements
• Coordinated with end-users in determining various network & IT improvement needs based on
system functional requirements
• Managed preventive maintenance to adjust, maintain, and improve IT & network performance and
investigate security issues & causes of system failures
• Ensured compliance with industry best practices to integrate new hardware, software, and network;
evaluated network and provided technical inputs on system acquisitions to senior management
• Scrutinized tactical metrics and system performance tools to mitigate end-to-end performance issues
and LAN / WAN circuits to verify overall system healtht
N/A
