Senior systems engineer
Egyptian drilling company
Total years of experience :11 years, 3 Months
Role Description
Performs a wide variety of installation, configuration and upgrading of supporting equipment in a
Microsoft Windows Servers’ Environment from design through implementation and support, and
provides investigation, diagnostic testing and repair/resolution of system, hardware, software and
infrastructure and Manage licenses and contract agreements between EDC and IT professional
service providers to obtain the optimal prices and services for EDC.
As well, train and develop IT systems Engineers to provide a high-quality service that meets IT
standards and business needs.
Responsibilities
Research, design, develop and implement new IT Systems and services to meet the
growing technological need of the business.
Negotiate with the external and international vendors providing IT services to evaluate
the effectiveness and efficiency of the services provided.
Produce periodical reports to Head of IT Operations to provide an update on the status
of systems behavior, new changes and section performance.
Assist in estimating the yearly budgeting plan for the department to manage the costs
associated with the IT Systems.
Supervise the IT auditing systems to guarantee IT standards are met.
Manage and supervise all the following IT systems to ensure the constant functionality
and monitor the performance:
Mail gateway security / mail proxy appliance.
Mail domain web hosting, DNS web records, send / receive smarthosts,
connectors and VeriSign SSL certificate.
Supervise and develop EDC Mail system (back-end and gateway servers)
to provide EDC personnel with a consistent communications channels.
Exchange’s infrastructure (Servers, Databases, Mailboxes, etc.…).
Manage and maintain DAG (Database Availability Group) for Mail database
server for the secure maintenance and timely retrieval of all stored data.
Domain Controllers servers of EDC and AD services management and
administration.
E-mail archiving solution servers (EMC SourceOne).
LENEL (On-Guard access control system).
LNVR (Cameras and Video recording system).
Microsoft SCCM (System Centre Configuration Manager) server.
Microsoft SCSM (System Center Service Manager).
Microsoft SCOM (System Centre Operation Manager for monitoring and
auditing) server.
Microsoft System Centre Orchestrator.
File server (Data Classification, NAS shares, NTFS permissions, screening
and quota management).
EDC Intranet portal (Microsoft SharePoint Server).
EDC SQL database cluster servers.
Print management servers.
Microsoft Skype for business (Instant Messaging and Office
Communications) server.
Audit System for AD, Print and file servers (ManageEngine ADAudit)
management and administration.
Audit System for Exchange and skype for business servers (ManageEngine
Exchange Reporter)
Microsoft global Agreement and Microsoft Volume Licensing centre portal.
Train and develop a team of IT systems Engineers to provide a high-quality service
that meets IT standards and business needs.
Manage and maintain EDC Intranet web portal, services and workflows to deliver
services in accordance with established objectives.
Supervise EDC’s website and hosting services to ensure Service Levels are monitored,
and evaluated.
Interact and respond to inquiries from staff, administrators, service providers, site
personnel and outside vendors, etc. to provide technical assistance and advice.
Manage licenses and contract agreements between EDC and IT professional service
providers to obtain the optimal prices and services for EDC.
Conduct troubleshooting to escalated problems reported by users within the area of
responsibility to meet the business requirements and IT standards.
Conduct other duties and responsibilities within the scope of this job description as
required.
Mentor SD team, Prioritize and distribute the workload as required to ensure maximum efficiency. Provide support/escalation for complex incidents which cannot be satisfactorily resolved by the service desk (first line support) and ensure end users are provided with efficient and timely support.
Take a keen interest in the Service Improvement roadmap for the Service Desk team, as well assist in planning and budgeting for required IT software and hardware to ensure cost optimization. Ensure efficient and cost effective maintenance of all IT Hardware and Software equipment.
Job responsibilities:
•Administer and manage service desk incident system for all EDC IT related issues & assure the available ITIL principals are applied.
•Providing first and second line support for all IT incidents / EDC Personnel and ensure end users are provided with efficient and timely support.
•Act as a single point of contact for end users and assume incident ownership until resolution.
•Ensure proper documentation/logs of problems resolution for future reference.
•Help drive root cause analysis and ensure that known errors are correctly classified and the recovery procedures are thoroughly documented.
•Perform unplanned visits to EDC rigs to review Incidents and requests and improve service delivery provision.
•Demonstrate a “Can do” attitude by accepting ownership for accomplishing new and different requests and manage or escalate accordingly.
•Develop, expand and maintain the existing Knowledgebase(FAQ) for end users.
•Develop and maintain EDC application portal and upgrade existing software when needed.
•Adhere the IT printing policy to insure efficient resources control.
•Perform monthly update for all existing operating systems to assure all systems up to date.
•Perform application and package/program distribution and deployment to SCCM collections.
•Assist IT Management with regular reports related to assets inventory and software compliance.
•Develops contingency plans and controls to ensure the IT hardware/software are operative and regularly updated.
•Recommends and approve technical IT equipment’s within area responsibility and update the IT article numbers when needed.
•Match IT registrations in oracle asset system to ensure that all IT assets are updated and renewed.
•Prepare weekly status log to submit all adjustments and changes to Service Desk Team Leader.
•Deputise the service desk team leader and assist him in operation and team development.
•Provide coaching and general oversight for service desk technicians on daily activities and provide input into performance evaluation.
•Help manage the induction of new team members to ensure they are fully trained and capable of supporting the customer base.
•Assist in planning and budgeting for required IT software and hardware to ensure cost optimization.
•Interact and communicate with external vendors to ensure providing the best optimal IT services and cost optimization.
•Follow up the external repair cycle and complete any pending orders or invoices.
•Issue all IT requisitions to follow up the status with Procurement Department.
•Follow up and arrange writing off junk and obsolete IT equipment’s to meet the agreed IT standards.
•Ensure data security and Integrity are applied to all endpoints by assure that a proper version of virus scan enterprise (anti-virus software) and agent are installed on all clients.
•Conduct other duties and responsibilities within the scope of this job description as required.
Ensure efficient and cost effective maintenance of all IT Hardware and Software equipment. Provide support for desktop applications to end users at EDC Cairo Head Office, Rigs, subsidiaries and branches.
Job responsibilities:
•Manage service desk incident system for all EDC IT related issues & assure the available ITIL principals are applied.
•Act as a single point of contact for end users and assume incident ownership until resolution.
•Provide first line support for PC desktop troubleshooting / support for all EDC Personnel.
•Log all problems with the resolution action into the service desk incident management system.
•Escalate questions, unresolved issues/incidents due to second level of support according to the defined procedures
•Administer Windows Operating systems to all EDC personnel to provide effective customer focused support at all times.
•Carryout installation of software to maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status.
•Provide user support for EDC Rigs and perform unplanned visits to review Incidents and requests and improve service delivery provision.
•Use control forms (Assets Transfer) to monitor and log IT equipment movement.
•Arrange and issue writing off junk and obsolete IT equipment to meet the agreed standards of IT.
•Issue all IT requisitions to follow up the status with Procurement Department.
•Responsible for the IT store-room to ensure cleanness and tidiness at all times.
•Monitor and maintain agreed levels of IT stock items including the replenishment task to meet the demanding level of EDC users.
•Ensure and update proper version of virus scan enterprise (anti-virus software) and agent are installed on all clients to ensure data security and safety.
•Prepare and configure EDC on loan equipment according to IT policy to ensure proper documentation.
•Ensure all IT filing system is up-to-date and properly documented to provide consistency within the IT department and assure the validity of data.
•Monitor and follow-up Internal/External IT hardware maintenance, Prepare and submit weekly status log to Service Desk Team Leader.
•Support and handle FAXs & photocopiers services for EDC Departments.
•Conduct other duties and responsibilities within the scope of this job description as required.
Provide remote technical support for more than 9, 000 of Mobily users at KSA By receiving calls, mails and online tickets using IBM Tools Like (IBM TRC, Maximo, Lotus Notes, web applications) and Cisco WebEx and TV Solutions.
Job responsibilities:
1. Single point of support for handling daily issues the end-user faces.
2. Responsible for classification, categorization, and prioritization of the tickets as well the validation of service entitlements.
3. Managing access requests on directory services and enterprise IT applications (Active Directory, Exchange, Lync, Access Control, etc.) according to the customer’s policies and procedures.
4. Provide troubleshoots and support for printers, shared folders, IP Phone, Network issues, slow system performance and Domain issues.
5. Provide Support for Exchange and Lync servers as well Outlook and Lync issues.
6. Troubleshoots and Support Symantec Endpoint Protection, Avamar Backup, outlook, Lync issues.
7. Provide Support for CRM Applications, internally and externally used systems like (Seibel - Citrix - MBI - BMS …).
8. Install, configure, troubleshoot and manage Blackberry phones using BES.
9. Follow up on the incidents using (Maximo - Remedy) Ticketing tools.
Three monthes training on providing support for americana restaurants (KFC, Pizza hut, Hardees, Tikka …) network and Call Center.
Job responsibilities:
1.Providing maintenance and support for more than 600 PC in Call Center.
2. Responsible for manage Microsoft products like: (Win Server 2003 & 2008, DC, DNS, DHCP, VPN, TMG) .
3. Supporting other technologies like :
-Cisco Router, Switches.
-VMware VSphere 4.0 and 5.0.
-Symantec Backup Exec 2010.
-Symantec Endpoint Protection Manager 11.
-Server Blades and Enclosures (Especially, HP BladeSystem 7000c).
-ISCSI SAN (Especially, HP StorageWorks P4300 iSCSI SAN).
[B.SC of Information Technology, Faculty of Computer and Informatics] [2008 – 2012]. - Grade: Last year (Excellent), Accumulative = Very Good -Graduation project : Mobile your Life as control your devices in home or office through Mobile/Tablet as well provide security and safety solutions. GP Grade: Excellent -
