Dubai Field Service Lead
PepsiCo International - United Arab Emirates
Total years of experience :19 years, 0 Months
• lead the services desk team for UAE offices
• Provide advanced expertise in elevating SLA and improving service delivery to users
• Provide 2nd line support Hardware/software troubleshooting, diagnostics and installation: users Laptops, Servers, LAN/WAN, Backup system, SAP, HFM, EPM, SAP.
• Manage the monthly MS patches for servers and laptops.
• Performa daily servers and servers’ rooms check
• Manage the laptops backup system Atempo (ALN).
• Provide technical support to the TP (video Conferencing) systems (PolyCome & Cisco systems)
• Assets Management: manage all assets life cycles
• Leading IT projects on the ground for Dubai HQ (Act as subject matter expert for one or more infrastructure and operations processes and services and support project planning and execution for infrastructure projects)
• Contracts Management: manage all Servers AMC, MPS, Meeting rooms Contracts
• Lead the troubleshooting calls when issues reported (with the vendors)
• Develop and maintain operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting
Administrator for the IT environment including the following technologies: Microsoft Windows Server 2008 R2, 2012 R2 Server, Active Directory "AD-DS", DNS, Microsoft Exchange 2010 server, DHCP server configuration, SCOM, SCCM, VMware, Hyper-V, Commvault Backup System.
Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
Develop and maintain installation and configuration procedures.
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
Create, change, and delete user accounts per request.
Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
Adhere to General and Client Administration Password account abilities.
Utilize the Service Level Agreements with the suppliers.
Creating and maintaining a comprehensive asset register showing all PC's, Servers and printers over the sites.
Works as per the IT operation manual and help in developing it.
Adhere to all IT polices and processes especially ITSM Helpdesk Policy
• Manage and administrate Maisonette system (CRM module).
• Support users and train them on using the Customer Relation Management system (CRM).
• Administrator for the IT environment including the following technologies: Microsoft Windows2003 Server, Active Directory 2003, DNS and Microsoft Exchange 2007 server. (Outlook 2007), ISA 2005, DHCP server configuration.
• Providing PC support by installing, configuring, administrating operating systems, Ms office, other Ms products.
• Symantec Antivirus system Administration: providing product update configuration, installation & stations monitoring.
• Manage systems backup and restoration.
Developing of IT policies and procedures.
Re -cabling all the company network (4 sites).
Training employees on the current used software to be able to use in an efficient and effective manner (e-Ticketing).
Reconfiguring the Active directory, the Domain Controller and the Additional Domains.
Reinstalling and configuring the MS exchange Server
Re implementing of DHCP.
Providing consultation and assistance in assessing departments IT needs, and developing plans for the use, selection, and purchase of computer and communication hardware and software.
Responsible for maintaining network in proper order including network diagnostics and troubleshooting, network planning.
Responsible for planning and implementing a system backup and recovery program for the central database and departmental systems including the emails exchange servers.
Specifying, purchasing, installing and maintaining all the components of IT system hardware and software.
Maintains internet access, users, active directory information, and group policies.
Provides consultation and assistance for maintaining all PC hardware.