IT Support Engineer
Abu Dhabi Telemedicine Center
Total years of experience :8 years, 5 Months
Provide Infrastructure 1st line support for ADTC (Abu Dhabi Telemedicine Centre, Mubadala Company) in software and hardware issues.
• First line of contact to manage the incidents and service requests in Manage Engine tool and escalate to next level teams if needed.
• Use Sophos mail security and monitor the mail logs/queues/quarantine and generate the report
• Manage VMware (VSphere and VMWare Horizon) VDI for the users
• MS Outlook configuration and managing mailbox and distribution list in outlook .
• Configuration, troubleshooting issues with Fort client VPN, Cisco Jabber and Door Access Control system
• Preparing new laptop for joiners and managing the assets/ Configure 10zig thin client for users.
• Troubleshoot Network Printers (Xerox AltaLink/Canon), computer peripheral issues.
as On call technical support for 24*7 day shift.
•Initial level of support for network related machines, CCTV, Network printers etc.
•Providing general retail windows system set up for employee use.
•Ensuring proper installation of operating systems, or appropriate devices such as printers and network devices.
• Provided General IT support included Network, Windows, MS Office, Internet, Wi-Fi, printers and antivirus issues.
Execute below service desk process for request fulfillment.
● Incident Management - Restoring a normal service operation quickly as possible to minimize the impact on business.
● Change Management - Handling the process of CAB on below changes.
•Emergency Changes
•Planned Major Changes
•Planned Minor Changes
● Effectively interacting with DEV/ OPS/Vanguard/ to schedule downtime for scheduled changes.
● Verifying the changes are done as per the plan of work and close tickets after confirmation.
•Used various RDP tools such as Teamviewer, VNC, SSH, Telnet for trouble shooting and remote support.
•Monitor critical services including hardware, software and other IT infrastructure with company policies and procedures.
•Used centralized monitoring tools for checking errors and hardware resources utilization.
•Taking periodic backup as per customer policy .
•Create, modify and delete users and user properties and network shares.
•Deploy and
antivirus server | Resolve the issue of Endpoint security policies in SEPM 11.
•Backup and restoring by using Symantec I Omega Backup.exe.
•Providing support for banking application as Finacle and Drissya.
•Monitor system performance; provide security measures, troubleshooting as needed.
•Maintenance and Troubleshooting of Computer Systems, printers & wireless.
•Working with VOIP San Say Soft switch (version rel_8_1_46_vsx) with H.323 & SIP routing protocols.
•Day to day logs creation and report generation and submitting to team leader for final verifications.
•Network Live monitoring with Orca lives monitoring tool.
•Making the test calls to worldwide for checking the carrier & opens the trouble ticket to the appropriate destinations.
under
Tier 1 to the Tier 2 (ICT security )team. • Category 3 UAE driving license. •Conducted on the job training for Information Security and SIEM.