it help desk support engineer
Resolution IT
Total years of experience :6 years, 5 Months
IT Helpdesk Engineer, 11/2022 - Current
Resolution IT - Dubai
• Manage day to day IT operations for such clients as Saffery Trust,
Weighbridge Trust and other key organizations.
• Performing Monthly & Quarterly Server Health Checks for On-Premise based infrastructure,
• Performing Cloud Migrations and SaaS backups for the clients moving from On-Premise to hybrid/On-cloud based infrastructure.
• Complete O365 & Exchange Administration for more than 250 clients based in Guernsey, London & UAE.
• Strictly adhering and maintaining SLAs and completing projects withing their due timeframes.
• Providing Disaster Recovery solutions to clients based on their requirement and investment.
• Monitoring backups using backup tools such as Veeam Backup & Backup assist.
• Monitoring Networking based equipment via CloudFloor DNS.
Organization: City American School, Ajman - An American Curriculum based state of the art school under the direct ownership of the ruler of Ajman. 20 October 2020 - Present
Description: IT In Charge.
Working with the school leadership on ICT strategic planning and responsible for implementing and developing the infrastructure of school’s ICT network, liaising with key staff to ensure that ICT services meet curriculum an official need.
Facilitating and supporting the development and implementation of ICT in the curriculum, including E-Learning & distant learning.
Implementation, rostering, and result data analysis for online based exams such as MAP & CAT4.
Administration of online library portals for students and teachers namely Thinkcentral, RazKids etc.
Manage key equipment like Servers (Domain Controller, ERP Server, Backup Server), user accounts, workstations,
routers, switches (Aruba 5406Rzl2 J9850A Core Switch, Aruba 2930F-48G & 24G-PoE JL262A), controllers (Mobility
Controller Aruba 7205), UPS, EMS, CCTV, projectors, AV, and other ICT related equipment.
Assisting parents and students onboarding related support for platforms like MS Teams.
Responsible for the implementation of ERP (iCAMPUS) - the school management system.
Monitor, maintain and verify backups ensuring that they are not failed and test it monthly.
Organizing and deploying new hardware undertaking projects as per the requirement of school.
Liaising with external contractors, suppliers and support companies for purchase, projects, support, and warranty
and overseeing work as deemed appropriate.
Provide feedback to management on the effectiveness of existing standards and processes.
Windows Server 2008, 2012 R2 and 2016 installation, deployments, troubleshooting and automation.
Setting up, troubleshooting and maintenance of network communication cabinets and racks, including installing,
patching, and configuring network switches and UPS.
Presenting a professional image as representative of the organization. Maintaining high data secrecy and keep all IT
access confidential. Strictly following rules, regulations, policies, and privacy required in all IT operations.
Training IT Assistants on various aspects of technical troubleshooting and ensuring that tasks assigned to them are
being completed on the given timeframe to keep all processes streamlined and run smoothly.
• Operate, monitor, maintain, and respond to abnormal conditions in facilities systems. Areas include: Electrical, Mechanical, Communications, Building Monitoring and Control.
• Tracking and trending operational characteristics.
• Worked on SCCM and WSUS for Windows OS deployment and Patch management.
• Designed the expansion for a two cluster, 350 desktop VMware Horizon View 5.3 environment, Manage a Two
cluster, six host, 8 server VMware vSphere ESXi 6.5 environment.
• Provide feedback to management on the effectiveness of existing standards and processes.
• Windows Server 2008, 2012 R2 and 2016 installation, deployments, troubleshooting and automation.
• Experienced in working with contractors and consultants for all system expansions, corrections, and upgrades
• Having working experience with the senior technicians to track and complete an aggressive preventive and predicative maintenance schedule.
• Assisted the database management of maintenance discrepancies and work with to resolve site issues based on agreed upon priorities.
• Ensure data center operates at maximum operational efficiency, including analyzing existing operating conditions, recommending new technologies, and improving overall efficiency and cost reduction as per Core site guidelines.
• Monitored Data center operations and maintained all the system configurations.
• Responsible for physical security, maintenance and keeping a check on back up alerts.
• Using PowerShell scripts to automate processes pertaining to installing software on windows server 2012 R2, administering and implementing Exchange 2007/2013
• Monitored data center environment for any inadequacies in power and cooling.
• Co-ordination with support staff and staff to ensure that uptime is utilized.
• Worked on Citrix Jump Servers to remotely Access the primary and backup servers, computers and POS devices installed in the store for troubleshooting.
• Edited XML DB Files for the usage of different devices in restaurants (Bump Bars, Card Readers, POS and Kiosks).
• Integrated ITIL Techniques in Ticket generation using SERVICE NOW Ticketing Tool.
• Edited Active Directory corporate profiles, Object Units, and permissions for various Users.
• Installed OS and performed Re Imaging and Deployment of OS using HVConnect and Citrix.
• Scripting using Linux and AWS.
• Technical Support to Prometric Test Center Administrators Worldwide (Mostly In U.S.A & Canada)
• Successfully accessed Workstations assigned for candidates to test via Windows Server (2008, 2012 & 2016).
• Networking and router setup.
• Active Directory.
• Re Imaged Virtual Machines on Citrix XenCenter.
• Installed Re Imaged and Deployed Test Stations & Virtual Machines in Test Centers.
Bachelor's Degree in Computer Science Engineering