Senior IT Support Engineer
Higher College of Technology
Total years of experience :10 years, 6 Months
Higher College of Technology
IT Support Engineer
Role:
• Showcasing expertise in deploying and configuring Windows Server 2019 environments, actively designing and implementing intricate Active Directory infrastructures to meet organizational needs effectively.
• Demonstrating proficiency in administering user accounts and ensuring robust password management protocols within the Active Directory framework, actively safeguarding system integrity and enhancing security posture.
• Actively providing comprehensive desktop and laptop support, delivering seamless assistance both onsite and remotely via VPN access, ensuring uninterrupted workflow and optimal user experience.
• Establishing familiarity with Office 365 setup procedures and adeptly configuring Outlook email services across diverse desktop and mobile platforms, demonstrating a deep understanding of email communication systems.
• Actively providing extensive support for internet connectivity and browser configuration, ensuring uninterrupted access to online resources and enhancing productivity for end-users.
• Collaborating closely with Central Services to streamline systems and network issue resolution processes, contributing to enhanced operational efficiency and minimized downtime.
• Spearheading technology upgrades and software installations, leveraging advanced troubleshooting skills and meticulous attention to detail to ensure seamless integration and minimal disruption to organizational operations.
• Assisted in Group Policy Objects (GPOs), ensuring consistent security settings, and configurations across the network.
• Maintaining a proactive approach in responding to IT service requests within the Helpdesk environment, prioritizing timely resolution to mitigate disruptions and optimize user productivity.
• Worked on IT networks as part of the team engaged in managing data centre, network, data, voice and telephony infrastructure.
• Coordinated with end-users in determining various network improvement needs based on system functional requirements.
• Demonstrating proficiency in providing comprehensive technology support for students and BYOD devices, fostering a conducive learning environment and ensuring equitable access to resources.
• Exhibiting proficiency in managing end-user technology assets throughout their lifecycle, from acquisition to disposal, implementing best practices to maximize asset utilization and minimize operational costs.
• Providing first-line support for interactive Whiteboards, projectors, and speakers, ensuring optimal functionality and enhancing the effectiveness of educational tools and resources.
• Actively monitoring network devices for uptime and conducting basic Cisco IP Phone troubleshooting, leveraging advanced technical acumen to maintain network stability and optimize communication infrastructure.
• Supporting online exams for students, ensuring seamless technological integration and providing technical assistance to facilitate a smooth examination process, thereby upholding academic integrity and student satisfaction.
• Recently achieved 30% improvement in resolving IT service requests promptly.
• Achieved a 98% reduction in system downtime by implementing proactive network monitoring and maintenance strategies.
Itqan Al Khaleej Computer L.L.C (Ministry of Education project)
IT Support Field Engineer
Role:
• Managed hardware and network services across 6 schools under the Ministry of Education.
• Installed and configured diverse school technologies including laptops, printers, projectors, and biometric systems.
• Monitored and maintained computer systems, promptly addressing service issues.
• Provided technical support to staff and students, set up user accounts, and troubleshot equipment.
• Tested and deployed new technology, potentially providing training to users.
• Addressed user tickets via Ivanti Ticketing tool, handling hardware, software, and networking issues.
• Supported Cisco and HP network devices, including access switches and access points.
• Installed and monitored exam servers, deployed Windows images, and troubleshot educational applications.
• Configured email on mobile devices, supported education portals, and set up VPN applications.
• Installed and configured IP phones and provided user guidance.
• Recorded technical issues and solutions, escalating unresolved issues as needed.
• Ensured system functionality, reported feedback, and assisted in creating technical documentation.
• Managed IT asset records and coordinated hardware replacements with vendors.
• Refurbished and replaced end-user laptops annually, demonstrating strong problem-solving skills.
Tona IT Service - India
Desktop Support Engineer
Role:
• Assembled and maintained computers, ensuring optimal performance and functionality.
• Installed, upgraded, and supported Windows, Microsoft Office, and authorized desktop applications.
• Provided comprehensive support for printers, computer hardware, and peripherals.
• Conducted preventative maintenance and remedial repairs on computers and peripherals.
• Customized desktop hardware to user specifications and site standards.
• Managed warranty requirements and documented customer repairs.
• Monitored and managed client PCs and notebooks on the network.
• Diagnosed and resolved desktop, application, and networking issues promptly and effectively.
• Provided comprehensive end-user support for hardware, software, and peripherals.
• Conducted on-site analysis and effectively resolved complex desktop problems to minimize disruptions.
• Installed new computer systems and seamlessly connected them to the LAN for immediate integration.
• Troubleshot PCs and laptops to ensure optimal performance and user satisfaction.
• Advised on and implemented upgrades to prevent malfunctions and enhance system efficiency.
• Installed printers and scanners, ensuring seamless integration with existing systems.
• Supported customers both remotely and on-site, delivering prompt and efficient technical assistance
Completed B.SC Computer Science with 80 % Marks