IT Technical Support
Farabi Petrochemicals Company
Total years of experience :9 years, 2 Months
IT Technical Support
March, 2017 to Current
Farabi Petrochemicals Company, Jubail, Saudi Arabia
Working and leading technical support team, responsible for delivering customer-focused and quality professional support services.
• Manage first and second level technical support through telephone, email and service desk requests from end users for all PC hardware, software/application (internal & external), MFPs and associated peripherals.
• Responsible for fast and accurate troubleshooting of reported faults.
• Administration of ServiceDesk software and implementation of ITIL practices.
• Working on Active Directory Users and Computers, Group Policy Management and Office 365 administration
• Administering and maintaining System center configuration manager (SCCM)
• Administering and Maintaining up to date End point protection/Antivirus levels on all machines company wide
• Enhance and improve existing systems and processes to provide better level of service to internal users/staff
• Update and maintain technical documentation including IT department policies and processes
• Worked in Information security activities like Phishing campaigns, posters design, and Internal audit.
• Purchasing of IT Equipment and software in line with agreed budgets.
• Liaising & meeting with external suppliers of IT services.
• Contracts and Supplier management for day-to-day IT operations.
• Composing reports for senior managers, departmental monthly report, etc.,
• IT Asset management/CMDB in service desk tool and other third-party software.
• IT Budget planning and cost control.
System Administrator
April, 2015 to Feb, 2017
Spinebiz Services Private Limited, Chennai, India
(Shared services of VFSTasheel, VFS Global and VascoWorldwide)
• Providing 1st and 2nd Line support over telephone, remotely to clients & internal staff members and responsible for identifying and implementing solutions to problems affecting IT services
• Creating Users, User Groups, OU in Active Directory Users and Computers (ADUC) and Group Policy management.
• Administered Office 365 (Exchange) and provided support to create mail id, shared mailbox, Lync configuration/Skype for business
• Administered and supported local/LAN Printers (Barcode Printer, IC Printer, LaserJet)
• Configuring and Administering Fortinet Firewall series like 30D, 80c, 240D, WLAN Access points (Airtight - cloud Wi-Fi services)
• Creating, Monitoring IP Sec VPN tunnel across various locations with required policy in FortiGate firewall
• Coordinating with ISP, vendor and other third party to resolve issue as and when required
• Maintaining Global Inventory for Infrastructure, Request tracker, IT Roll Out
• Creating system and application-based policy in Symantec Endpoint Protection-Cloud for small and medium business
• Active participation in evaluation and selection of ITSM tool enabled with ITIL framework.