IT Operations Manager
SERVCORP
Total years of experience :13 years, 3 Months
• Managing a team of Technicians and Engineers across the region to ensure a day to day service operation.
• Ensuring full IT Services support cycle for both team and clients.
• Performing Troubleshooting end-to-end between various sites across the Middle East region (KSA, UAE, Kuwait & Turkey).
• Installation and configuration of LAN/WAN and Cisco Gateways Cisco (2K, 3K, 4K, 9K ISR, ASR), L2 & L3 switches.
• Configuration and maintaining Routing protocols (OSPF, EIGRP, BGP), Routing distribution, HSRP.
• Extensive experience in configuring, monitoring, and troubleshooting failover DMZ zoning & configuring VLANs/routing/NAT/ACL.
• Administration of Security technology knowledge on use common security products like Firewall (Palo Alto, ASA, FortiGate)
• Performing and hardening security policies and practices including, DLP, Filtering, Traffic shaping, Antivirus, File Integrity Monitoring, Packet Capturing and SIEM and EDR solutions (Rapid 7).
• Experience in deploying and administration of ISE, WSA, ESA Cisco solutions.
• Configuration of Palo Alto, Fortinet, Firepower and ASA appliances.
• Familiar with Authentication Servers RADIUS, PKI, IKE, Certificates, L2TP, IPSEC, 802.1Q, MD5, SSH, SSL, SHA1, DES, 3DES
• Experience with firewalls (ASA), switches, IPSEC VPN, remote access and site to site VPN.
• Experience in SOC framework and procedures to manage the log collectors.
• Configuration of switch stacking, port security, trucking, STP, VTP, Ethernet Channels.
• Deployment and configuration of Cisco Collaborations systems Cisco CUCM (11v & 12v), CME, Unity, creating SIP & E1 links.
• Configuring Voice gateways - Cisco 3800, 2800, 2900 and 3900 and 4k series routers
• Performing a clean installation of Domain Controller servers, DHCP, DNS Radius and windows 2012/2016 Servers.
• Configuration of Cisco Wireless controllers (embedded and physical 3k, 5k, 9k), Captive portals, Cisco express mobility and Access points management.
• Managing Virtualization infrastructure using VMware and Hyper-V.
• Managing and maintaining NAS and SAN storage devices (Mainly HPE nimble).
• Working with management to enhance IT services and products to produce best services experience.
• Manage with ISPs (10 DIA and SIP circuits) to ensure network performance and support is in accordance with operating level agreements (OLAs) and service level agreements (SLAs)
• Conducts significant direct contact with SERVCORP customers, identify their technical needs, prepares quotations and proposal information for IT equipment.
• Data analysis and development of metrics based on statistical methodology to identify patterns and trends which are presented to stakeholders who base business decisions on the information
• Preparation of detailed business reports, with detailed information and summary statements showing business trends
• Monitor all KPI’s for quality and generate up to date reports to ensure quality is retained
• Involvement in documenting internal processes and procedures to maximize STC service quality to clients
• Participate in external projects with consulting companies to enhance service delivery to STC customers
• Monitoring the Held & Deactivated SO's, analyze daily and weekly reports to actively manage operational resources and minimize customers lost
• Manage quality metrics, drafting reports and present recommendations to the management review team for action
• Maintain technical leadership, keeping up to date with emerging trends and technological advancements whilst seeing opportunities for corporate development
• Directed, monitored and coordinated specialized operations for test, installation and commissioning of telecommunications equipment using RF analysis, calculations and simulations, antenna design and analysis
• Led teams that handle landline ADSL and FTTH installations and maintenance
• Supervise the distribution of the SO's, and arrange appointments across all districts using Work Force Management
• Process SO’s information on the system to insure a success service delivery to the customer
• Managed all aspects of FTTH network test using network analyzer and configuring of FTTH Broadband Routers
• Key role in the technical testing of Fiber Optic transmission, GPON/IP/SDH/PDH/DWDM network
• Providing engineering support to field technicians ensuring maintaining all aspects of service delivery against SLA’s
• Resolved quality issues by identifying problems, developing solutions, implementing action plans, and applying resources to address issues rapidly
• Instrumental in establishing the Network Operation Center Team providing full proactive monitoring globally, using the ITIL methodology based on Microsoft System Center Products, SCCM and SCOM, to monitor the network
• Installed System Center Operation Manager to provide monitoring for all 250+ company servers
• Developed and set up monitoring tools for switches and routers using SNMP traps
• Monitored and resolved communication issues with SCCM server, ensuring 5000+ workstations operate in a stable and reliable way across the company
• Monitored day-end system performance reports for anomalies, and undertook immediate remedial measures
• Customized and integrated systems with tuning alerts and contexts, configuring MPs
• Led measures for corrective and preventive action to maximize the uptime
• Optimizing the baselines to meet SLAs requirements of the company
• Established a full monitoring tool for Switches and Routers using SNMP traps
• Resolved communication problems with SCCM server ensuring all workstations meet the company standard across over 5000 workstations
• Led Customization & Integration of the systems, tuning alerts and contexts, and configure MPs
• Worked as operation Engineer for large scale virtual and physical servers as part of an offshore team
• Monitored performance and reliability of servers using tools including SCOM and Solar Winds
• Managed fault handling and escalation, identifying, priories issues and responding to faults on systems and networks
• Troubleshoot Network Connections that are reported to Network Operations Center via tickets
• Receive customer issues and document and prioritize using ticketing systems like Zendesk and BMC remedy
• Monitored and issue resolution for all backbone and network devices (Cisco Core switches and routers) against SLA’s
• Ensured continuous operation of servers and services (web, mail, BizTalk, backup and database servers)
• Managing & Configuring Cisco Routers and switches of many types and series
• Managing & Configuring VPN Links
• Provisioning IP assignment, core network configuration, DNS setup, monitoring and graphing for colocation, leased lines, customer backup and other customer network services
• Involved in windows server build and installation, application upgrades, network equipment build and installation
• Maintenance of WIKI and technical documentation of processes and procedures used throughout normal operations
• Configured and maintained network Active Directory, DHCP, Exchange servers
• Monitored the website & user activities and access
• Managed system engineering and automation tools such as EFT, Control-M, Netvault Backup tool
• Collated, prepared and sent regular reports detailing al performance areas of the system
Pursuing Master's in Electrical Engineering (Part-Time), King Fahd University of Petroleum and Minerals (KFUPM) Academic Projects: • Microstrip Antenna: - Designed patch antenna with probe fed line with 2.4 GHZ frequency of operation, studied briefly parameters that judge the process of design, and improved the ability to use this technology in many Tele-Comm. Applications, as known this range is used in WiMax Applications. • Phase Shifting in Phased Antenna Arrays: - Designed an antenna used for shifting the signal with different phases, with switched line theory, as an application of using this kind of antenna’s in Radar application, with the band of 10 GHz. Taught Students in the University as a Volunteer • Imparted lectures on: - Analogue Communication System - Microwave Engineering - Optical Fiber Communications - Mobile Communication System - Data Communication and Network - Digital Communication