IT Network Support Engineer
Apparel Group
Total years of experience :13 years, 8 Months
Responsibilities include but not limited to:
• Serve as Oracle XStore subject matter expert
• Maintain data availability of promotions, item masters, price changes, CRM, and sales
• Lead the development, change requests, user acceptance testing for Oracle applications in coordination with developers.
• Regional point of communication for business applications like Oracle RMS, RPM and WMS
• Extensive experience with Microsoft Dynamics NAV
• Complete management of the warehouse IT infrastructure, technical and functional processes.
• Management of complete IT infrastructure
• Ensure WAN connectivity for offices and warehouses.
• Author and maintain user and technical documentation as well as a KB for the L1 support team
• Monitor incidents and ensure even workload distribution of helpdesk staff
• Project management and budgeting for stores, warehouses, and offices
• Lead the effort to design, build and configure applications, acting as the primary point of contact including communication with zones / central stake holder on issues
• Develop, maintain, implement IT policies, procedures and SOPs
• Manage vendor relationship and decreased IT expenses by establishing standardization and contract negotiation
• Automation of various tasks for a seamless IT support
Work as a team lead and take complete ownership of rollouts, updates, and patches while assigning to and managing the IT team (6 members)
Major Projects:
• Oracle XStore rollout for 400+ locations
• Lead the complete IT infrastructure setup of 20, 000 sq.m. Apparel Warehouse including 120+ APs, 150+ Cameras, and other major infrastructure
• AP rollout for guest WiFi access portal
• Fortigate firewall rollout
• STC Qitaf integration in POS
• Al Rajhi Mokafah integration in POS
• Implementation of MobilePOS
• Android Price Check Application
Responsibilities include but not limited to:
• Extensive experience of troubleshooting Oracle POS, SIM, DW, HRMS issues.
• Hands on experience with CO, RMS and promotion mechanism configuration and troubleshooting.
• WAN and inter-office internet and VPN connectivity management for Jeddah, Riyadh and Warehouse offices and Retail store locations (400+ branches).
• IT Asset Management and Procurement for office as well as POS systems and yearly renewal of AMC contracts.
• Resolving L1 support tickets with 95% SLA compliance and high FCR rate without any escalation. Developed ways to manage 99.9% uptime.
• Maintain technical and user documentation to facilitate usage and adoption of applications as well as provide training to support team.
• Automating rollouts/updates and develop strategies using scripts and batch files for time saving and lower resource consumption.
• Monthly reporting for different IT parameters such as web usage statistics, bandwidth and resource usage, etc.
• Extensive experience with VMWare ESXi
• Basic Oracle APEX and Android development skills
• Complete administration and support for components including, but not limited to:
o Active Directory / Print / File / DNS Servers (Windows and Mikrotik)
o Hybrid Exchange & Office365 environment
o NAS Servers (Synology/Lenovo)
o Antivirus Server and Firewall Servers (McAfee, Sophos/Cyberoam)
o VOIP Server (Avaya IP Office and Dialguard)
o MDM(ManageEngine)
McAfee firewall rollout for 400+ locations (2015)
Store internet upgrade and connectivity overhaul
Lead the Ecommerce project involving setup and configuration of tablets for the stores to be used for CRM and catalogue display
Responsibilities included:
• Internal User Support
• Server Maintenance including Mail Server (SendMail), Print Server (Windows Server 2008 R2), Proxy Server (Squid), Domain Server (Windows Server 2008 R2) and Live Streaming Server (Adobe Flash Media Streaming Server)
• Live Streaming Seminars and Conferences.
• Network Maintenance.
• Managing Data Backup, IT and related policies and updating them from time to time.
• Managing and updating the IT Inventory.
Responsibilities include but not limited to:
• Networking in Malls and connecting the POS systems with the network.
• Working on many servers including IBM x Series 230 and IBM x Series 235 and HP Storage Works DAT 72.
• Remote management of entire Mall Network.
• Deploying network based on ISA Server.
• Deploying policies using Group Policies under Windows environment.
• Deploying Windows 2008 based Servers.
• Familiarization with new POS systems including Posiflex Jiva Series, Posiflex LT Series and DigiPOS Neptune Series.
Responsibilities included:
• Providing hardware technical support on need basis.
ICSI | Certified Network Security Specialist - CNSS
cnPilot Certified Administrator
cnPilot Enterprise Wi-Fi
Mcafee Stonesoft Management Server Adminstrator
Windows Server Windows 7
Computer Networks Computer Engineering Computer Architecture Digital Logic Design Data Communication Circuit Analysis
Higher School Certificate / Major in Computer Science
Secondary School Certificate/Major in Computer Science
