Naina Mohamed

Support Engineer at Dubai International Financial Centre

• United Arab Emirates - Dubai
• My current job since February 2012

work in shifts 24X7 and to attend Call out duties and be on standby whenever required.
 Having more than 10 years of experience in the field of IP Telephony, PABX, Maintaining, Troubleshooting Desktop, Network infrastructure cabling, configuring Printer, Copier & scanner.
 Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
 Receiving, logging and managing calls from internal staff via telephone and email.
 Strong experience in working with Service Desk tools such as Manage Engine, Service Desk Plus, etc.
 Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
 Maintain a high degree of customer service for all support queries and adhere to all service management principles.
 Provide stats for the weekly Service Desk report on call trends.
 Publishing support documentation to assist staff with requests for information & provide staff training if required.
 Basic Active Directory knowledge such as Creating user accounts, reset passwords, create groups etc.
 Very good knowledge in safety at work and use of PPE’s.
 Provide administrative support for all IT activities including system maintenance, troubleshooting, data entry and archiving, administration etc., to the IT department.
 Provide routine administrative support to various departments in IT such as Network Infrastructure Team, SAP, Systems and Security Team.
 Coordinating with procurement for all operational items as required and ensuring that all quotations are reviewed as per the process.
 Ability to maintain confidentiality. Very professional with a ‘can do’ attitude especially when under pressure.
 Attend all breakdowns and ensure smooth and uninterrupted operation of the system. Carry out on- site assisting with IT team during emergency breakdown and corrective maintenance activities.
 Disciplined hard working and responsible natured. Optimum performance levels. Completes all duties as assigned.
 Pleasuring mannered and can easily mix with people, impeccable oral and verbal communication skills.
 Responsible for develop a strong professional working relationship with all staff.

Telecom Engineer at ALPHA DATA LLC

• United Arab Emirates - Dubai
• January 2010 to January 2012

Willing to work in shifts 24X7 and to attend Call out duties and be on standby whenever required.
 Having more than 10 years of experience in the field of IP Telephony, PABX, Maintaining, Troubleshooting Desktop, Network infrastructure cabling, configuring Printer, Copier & scanner.
 Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
 Receiving, logging and managing calls from internal staff via telephone and email.
 Strong experience in working with Service Desk tools such as Manage Engine, Service Desk Plus, etc.
 Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
 Maintain a high degree of customer service for all support queries and adhere to all service management principles.
 Provide stats for the weekly Service Desk report on call trends.
 Publishing support documentation to assist staff with requests for information & provide staff training if required.
 Basic Active Directory knowledge such as Creating user accounts, reset passwords, create groups etc.
 Very good knowledge in safety at work and use of PPE’s.
 Provide administrative support for all IT activities including system maintenance, troubleshooting, data entry and archiving, administration etc., to the IT department.
 Provide routine administrative support to various departments in IT such as Network Infrastructure Team, SAP, Systems and Security Team.
 Coordinating with procurement for all operational items as required and ensuring that all quotations are reviewed as per the process.
 Ability to maintain confidentiality. Very professional with a ‘can do’ attitude especially when under pressure.
 Attend all breakdowns and ensure smooth and uninterrupted operation of the system. Carry out on- site assisting with IT team during emergency breakdown and corrective maintenance activities.
 Disciplined hard working and responsible natured. Optimum performance levels. Completes all duties as assigned.
 Pleasuring mannered and can easily mix with people, impeccable oral and verbal communication skills.
 Responsible for develop a strong professional working relationship with all staff.

Customer Support at UNICOM INFOTEL PVT LTD

• India
• January 2008 to January 2009

Telecom Technician at UK INFOTECH INTERNATIONAL LLC

• United Arab Emirates
• January 2005 to January 2008

Service Technician at VESTAS RRB INDIA LTD

• India
• January 2003 to January 2005