Desktop Support Engineer
Al-Khafji Joint Operations (Aramco Gulf Operations (AGOC))
مجموع سنوات الخبرة :24 years, 3 أشهر
Handling Office software and BMC incidents related to in-house applications for helpdesk support. Caring IT incidents requests received via telephone, email or Help Desk application. Incident logging through the Help Desk application, managing workload and remote user administration. Assigning priorities and delivering technical support and oversaw Windows 7 in client server environment including SAP, Office 2010, SQL 2005, Crystal Reports, Open Wells drilling suite and avocet applications. Additionally responsible for operational system support for Power Plant, HOUT, CNG and Water Treatment Facilities Plants in a team collaborative environment with multinational companies like Halliburton, Honeywell and GE engineers.
** DIYAR UNIDTED CO. is ranked as the 5th worldwide most competent Microsoft partner.
Key Responsibilities:
• Coordinate with teams and resolve all complex application and system issues.
• Administer and resolve applications issues, provide updates and perform root cause analysis.
• Plan, execute books and implement applications and configuration change procedures to ensure optimal quality assurance for all applications.
• Deploy, sustain and evaluate delegated business processes and related applications.
• Provide support and identify all issues and prepare appropriate documentation all issues and solutions.
• Identify and provide resolutions ranging in complexity from medium to high.
Function in variety of IT consultant capacities, including key role in sizeable migration from Windows NT to Windows 2003 - in large environment. Keep running IT environment of Microsoft Server 2003 and Active Directory, MS-SQL 2000. Deployment of Linux firewall and squid server. Keep maintain tracking, report for development. Designing sites / networks infrastructure from scratch and deploying it according customer needs. Responsible for designing websites and putting customer needs. Proffered technical and managerial support for critical business applications, performed morning checks of systems/software and backup of data.
Key Responsibilities:
• Supported a suite of internal tools used for delivering key business service including installation and configuration new hardware/software.
• Provided support for password and access management, helped unlock user ID and reset passwords as well as adding/deleting/creating/modifying user account information (including email accounts).
• Operated and administered, configured and troubleshot outlook related issues, provided solutions to prevent problems from occurring in area of responsibility.
• Resolved technical problems reported by users, maintained and updated network access forms for users in addition to change or assign permissions for user accounts as requested.
• Oversaw issues related to network data drops in offices and work areas as well as troubleshoot wireless broadband for executive laptops.
• Recommended upgrades, patches, and new applications/ equipment, troubleshot network performance issues and created/ maintained a disaster recovery plan, extended technical support/ guidance to users, to ensure smooth operation of communication networks in order to provide maximum performance and availability for users.
• Deployed and configured high availability solutions over high-end systems, troubleshooting any endpoint reported problems and conducting system performance tuning.
• Kept abreast of latest technological advancements and utilized the potentials of the same to respond to distinctive and special needs of the organization.
Managing IT Strategic initiatives, provided leadership for delivery of high quality technical solutions for organizational projects providing technology support and training. Primary duties include; Analyzing systems and processes; maintaining Advance Server 2003 and networks; Designing, developing and maintaining cooperate Website and Desktop Logistic ERP application. Official coordinator for RTA on vehicle telemetric tracking project.
Key Responsibilities:
• Supported leadership activities toward enhanced system engineering role in the Management Information System development and logistic lifecycle, defining system level requirements and flow down requirements to Project Hardware & Applications.
• Performed high level system design and interface definition, selected up to date implementation platforms to support technology roadmap for fleet management operational approaches by evaluating current systems and operations methodologies.
• Applied knowledge of hardware, software, operational analysis and test and integration to assure system concept feasibility and integrity and oversaw as well as directed the GPS devices installation activities.
• Maintained and documenting the configuration of the system, for improving and adapting existing subsystems and systems for application to new and future customer requirements.
• Updating and amending existing databases
• Monitoring database efficiency
• Sustaining the security and integrity of data
• Creating complex query definitions that allow data to be extracted
• Training colleagues in how to input and extract data
Performed comprehensive network management functions i.e. design, implementation and administration of all nodes of internal network, such as; email, Web, SQL, Storage, fax and print servers and Enterprise antivirus solutions, firewalls, VPN, switches, routers, backups, disaster recovery plans. Wireless networks, Active directory, DHCP servers, DNS servers, Microsoft SQL servers, Linux squid servers, Development and up-gradation of website First Gulf Line Road Contracting LLC.
I have had the opportunity to gain experience in a broad range of services, while also serving as the highest and last tier of technical support for customer related issues. Collaborated in ground-Floor network designing. Being a development of IT consulting company I had worked with small firms in variety of projects for Linux and open source applications, web design/development, print servers, mail servers, and web hosting servers support. Additionally supported various Windows-based desktops.
• Configuration of Routers and Switches.
• Installation and configuration of Firewall and VPN.
• Implantation of security policy, IPtables, Load Balancing, NAT on Firewall.
• Installation and configuration of TCP/IP, DHCP, RAS, NFS, and DNS.
• Performance tuning by executing a complete restructure of network.
• Performance initial planning and implementation for Windows 2003 Active Directory design for server’s migration from Windows NT/2000 server.
• Lead migration team to upgrade all major services (Exchange, DNS, DHCP, IIS, ISA and Terminal Services) to Windows 2003.
• Database management for SQL 2000, My SQL and Backend design, SQL backup and restore.
• Web site management, Design and support using HTML, DHTML, CSS, ASP.NET, and C#.NET.
• Responsible for compatibility testing of applications during Windows 2003 migration eliminating any delays due to software issues.
• Active Directory Service configuration and administration.
• Troubleshoot hardware and software related issues.
• Installation of Operating Systems and Software as per customer requirements.
• SQUID Server, Samba Server, Apache Server Configuration.
• Monitoring with MRTG and Nagios network tools.
• Developing VOIP solution using Trixbox, Asterisk and 3CX.
• Project Management Professional (PMP) Training, 2014 • ITIL Foundation Certification in IT Service Management, 2013 • Microsoft Certified System Engineer MCSE 2012 • Microsoft Certified Solutions Associate MCSA 2012 • Microsoft Certified Professional MCP 2012 • COMPTIA A+ • Microsoft Certified Professional (MCP), 2000 • Microsoft Certified System Engineer (MCSE), 2000 • Diploma in Electronics (Govt. Vocational Institute, Gujranwala, 1996 • Brain Bench Certified Adobe Photoshop CS5, 2012 • IELTS 5.5, 2010