SR. IT SUPPORT (Mac Expert)
NEW YORK UNIVERSITY
مجموع سنوات الخبرة :15 years, 4 أشهر
‣ Reviewing technical problems; provides solutions for software, hardware and systems; and troubleshoots operating anomalies using data review methodologies and/or automated evaluation programs.
‣ Analyzing data and solves problems; communicates with peers, subordinates and senior management; and identifies objects, actions and events affecting organizational operations.
‣ Applying engineering principles to investigate, analyze, plan and design, develop, implement, test or evaluate military weapons systems.
‣ Reviewing and prepares engineering and technical analysis, reports, change proposals and other technical documentation.
‣ Applying systems engineering experience to perform functions such as system integration, configuration management, quality assurance testing, or acquisition and resource management.
‣ Analyze, designs, develops, implements, tests, or evaluates software, components, or systems related to engineering/science or functional requirements of labs systems, associated support systems. OR; Leads the execution of complex tasks.
‣ Provide level 2 support to end users globally in a timely and accurate fashion.
Work extensively with IS staff, service providers, and end-users to support and maintain a complex global, IT environment.
‣ Provide level 2 support to end users globally in a timely and accurate fashion.
‣ Respond to system monitoring alerts, to ensure they are addressed appropriately.
‣ Perform user account administration, server administration and backup administration.
‣ Respond to after hours emergency systems issues.
‣ Provide coaching and mentoring of 1st level support staff.
‣ Responsible for acting as a technical lead, supervising all NOC personnel (Team of 8 Associates) on assigned shift, and overseeing day-to-day NOC Operations, including providing support services when required.
‣ Responsible for acting as a technical lead, supervising all NOC personnel on assigned shift, and overseeing day-to-day NOC Operations, including providing support services when required
‣ Create and manage shift team schedule on a weekly basis.
‣ Review and approve timecards and other personnel-related reports as required.
‣ Administer and manage ticketing system for all technical related issues
‣ Response efficiently to customer technical requirement through available tools (email, phone, online portal, ...etc) and take necessary action based on customer request and follow-up the cases till closed.
‣ Assist in implementing appropriate working procedures, standards and guidelines for Data Center Operations functions to ensure prompt, efficient and reliable infrastructure and eHosting solutions support to Data Center customers.
‣ Demonstrate awareness and concern for quality standards, security guidelines and safety regulations.
‣ Provide Basic and Advanced Remote Hand services to customers, partners and Etisalat internal departments.
‣ Direct Report/Escalate to the onsite supervisor and Management in case of any major activates, customer violation, emergency, major planned or unplanned outages/ Hazardous
‣ Responsible for the design, implementation, administration, troubleshooting and
production support of Asawer Oil & Gas ActiveDirectory environment.
‣ The Role was to combine solid technical knowledge, strong analytical skill and hands-
on working experience in the administration and support of the Windows platform, Windows, Mac OSX, VSAT & Thuraya Devices; maintaining a highly secure, reliable, optimized operating environment.
‣ in-charge for managing and monitor the performance of all IT infrastructure assets.
‣ Provides technical assistance in identifying, evaluating, and developing systems and
procedures.
‣ Lead IT requirements definition for all customer interfaces for sequencing and EDI activities and coordinate with internal and external resources to achieve project goals and deadlines.
• Has authority to manage small, low risks IT projects at location.
• Develop and implement policies and procedures for electronic data processing and computer systems operations and development.
• Maintaining documentation of changes regarding users, functions & systems. Managing the internal & hosted network infrastructure including: firewalls, servers, switches and telephony.
• Liaises with clients, other IT support groups and 3rd party providers when necessary.
Asawer Oil & Gas (Projects) － Multiple Sites (10+), Sudan
IT Service Desk Engineer
Feb 2010 to Jun 2011
• Receive and record technical/application support calls from end users.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
• Provide initial assessment of urgency and business impact on all support calls.
• Completes GET IT training for User Support Analysts.
• Complies with QHSE and IT policies.
Provide SMS Call flow charts that show SMS impact for various network situations that arise. Collecting data, researching SMS documentation, procedure and problem resolutions Evaluating, Assessing, Preparing Documenting and creating final call flow chart in Visio form with supporting documentation working with both Engineering and Operations folks to provide SMS Call flow documentation.
Maintain the database and develop forms.
•Monitor all IT transactions and queries.
•To insure network reliability.
•Generate daily/weekly/monthly reports for Project Manager .
•Out bounding with subscribers to fix info issues.
Third Class (C) Bachelor of IT
Higher National Diploma of Software Engineering