Senior Technical Support Engineer
Abyat
Total years of experience :16 years, 2 Months
* Leading the Technology Support Team in Kuwait and KSA ( 4 Branches.) for the best service levels.
* Guiding and coaching team of Tech support Engineers in addressing and resolving challenging technical issues.
* Held weekly team meetings and involved staff in planning and decision making.
* Negotiating with and coordinating activities of vendors in resolving hardware and software issues, and implementing projects among all branches.
* Consistently meeting service levels, leading to significant increases in customer satisfaction.
* Applying business strategies and coordinating operations for technology projects in Kuwait and KSA
* Collaborating with other Technology Team Leaders to develop focused plans and solutions.
* Monitored team progress toward timely delivery of goals and service levels.
* Providing quality troubleshooting with patient step-by-step instructions to resolve problems.
* Managing systems installations and implementations.
* Giving full support to other Business applications like ( SAP, Pyramid, Fusion 2020 and more)
* Ensuring deadlines are successfully met.
* Identifying problem areas and implementing all necessary training.
- Responsible of all IT infra including ( Microsoft systems, Networking systems, Voice systems and Telephony services )
- Led team providing telephone and online support to customers experiencing technical issues.
- Led IT Team across a variety of projects.
- Collaborated with other IT Team Leaders to develop focused plans and solutions.
- Monitored team progress toward timely delivery of goals.
- Provided quality troubleshooting with patient step-by-step instructions to resolve problems.
- Managed systems installations and implementations.
- Giving full support to other Business applications like ( SAP, Pyramid and Virtual worlds)
- Ensured deadlines were successfully met.
- Identified problem areas and implemented all necessary training.
- Held weekly team meetings and involved staff in planning and decision making.
- Responsible for assisting Network Sr. Engineer in areas of design, configuration, testing, and implementation of IT solutions
- Handle the tasks of identifying, diagnosing, and resolving network hardware and software problems
- Perform preventative Network devices maintenance
- Responsible of wireless environment running under Aruba controller and access points
- Responsible of managing ASA Firewall including creating access rules, NATting and static routes.
- Responsible of managing and troubleshooting Sonus Voice gateway
- Currently joining implementation of Cisco ISE
- working on and troubleshooting Paloalto
- Responsible of managing and troubleshooting Juniper firewall
- Responsible of managing and troubleshooting MPLS and point to point wireless and wired ( Fiber ) connections between ABYAT branches.
- Fully responsible of Network infrastructure at Dammam ABYAT Branch.
- Deliver, set up, and assist in the configuration of support and install local area network cabling systems and Hardware.
- Perform maintenance of the overall security posture of the network
Reporting directly to the IT Manager and collaborating closely with other IT team members. Responding to queries in a timely and accurate manner and resolving queries to the user’s satisfaction.
• Responsible for diagnosing & resolving hardware, software & end users problems.
• Acting as the first point of contact for all IT & technical queries.
• Developing the infrastructure and systems to meet the company’s needs.
• Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.
• Involved in the rollout of software updates and patches.
• Investigate specialist and complex IT support issues.
• Communicating with third party technical specialists.
• Configuring and managing backup & restore procedures.
• Maintaining a wide range of computer hardware and software programs.
• Identifying & reporting on the budgetary implications of IT projects and upgrades.
• Provide secondary support for network administration.
• Responsible for allocating work to junior staff and induction training for new staff.
• Deploying new hardware, server backups & evaluating new software & security risks.
• In-depth knowledge of Microsoft Windows client operating systems, XP, Vista / Windows & Microsoft Office up to Office 2013.
• Troubleshooting network LAN/ wireless.
• Computer maintenance and troubleshooting.
• Installing all clients operating system
• Windows 98/2000/me/XP/windows 7
• Installing servers operating systems
• Windows server 2003 and windows server 2008
• Maintenance printers & scanners
Information Technology and Communication