IT, Telecom & Ucaas Engineer
Etisalat (Emircom LLC)
Total years of experience :11 years, 7 Months
* Handled 100+ "DUBAI EXPO” Business Edge accounts as an L2 Escalation Engineer and providing day to day L2 support for entire UAE (Etisalat) SMB & Enterprises businesses.
* Design, implementation & troubleshooting of Ucaas systems and managing a team.
* Leading a team of 5 members to govern client incident management through Remedy platform.
• Maintenance and Troubleshooting of Ribbon UC products for sites in UAE
• Testing and Integration of products to Ribbon UC products for sites in UAE
• Working on Internet & Telephone related issues for customers in SMB & Enterprises
• Working on customer Firewalls, network, servers, and voice systems for customers in SMB
• Submitting reports for management on achieving better workflow to delivering better SLA
• BE On-prem new internet product testing and delivery support
• Managing and reporting of customer owned FortiGate through Forti manager with capacity of 25+K SMB accounts
• Reporting and responding to business assurance regards SLA breached Incident and escalation cases
• Co-ordination with multiple teams, member, and vendor to deliver the SMB L2 operation smoothly
Data Side:
• Provide 1st/2nd/3rd level support to end user troubleshooting and issue resolving of desktop, laptop and printer, MS APP, Win Server, Avaya phone & call server etc. for my clients with satisfaction by keeping the SLA by following of IBM standard
• Manage Engine AD plus management
• Manage Engine desktop central agent installation/management for remote access and software deployment
• Check point end point installation for data encryption/decryption
• Configuring & troubleshooting of printer, scanner & LAN related issues reported by users
• SonicWALL Global VPN client installation & configuration
• Palo alto client VPN troubleshooting and setup
• Exposure in Active Directory user creation, modification, delegation & deletion
• Office 365 installation, configuration, Related issues solving
• SAP & Analysis tool Installation and Configurations
• Configuring & troubleshooting of MS Outlook 2007/10/13 and Office 365
• Assets mapping/tracking through manage engine ticketing system
• Avaya desk phone support
• Support and deploy, Windows XP, Vista, 7, 8, 10, Microsoft Office and other office software
• Manage and administered Microsoft server 2008/2012 R2 and network infra-structure
• Cisco access point controller / SSID management for Guest, Traveler users
• DHCP server management
• Checking Virus signature files and regular patch updates for SOPHOS anti-virus
• Life Size, Cisco video conferencing system support
• Buffalo NAS storage installation, configuration and network drive creation, mapping etc.
• VM’s creation on ESXI host & Hyper V and assigning to concerned deportment
• Every day backup tape drive library reprising
• Video conferencing and Meeting room arrangement
• Coordination with Dell, Canon, Avaya etc. vendors
• New user IT assets preparations (Laptop, Desk phone, Mail id, Extn No, Printer & share folder access etc.)
• Providing user end support for other branches (UAE, Egypt, Qatar, Nigeria & KSA)
Voice (AVAYA) Side:
• New user Extension Creation, User call rights/rules assigning
• Analog/PRI/BRI lines configuration
• Incoming/outgoing call route modification based on needs
• Auto Attendant modification
• Over all installation, maintenance & troubleshooting in AVAYA IP office 500 V2
• Maintaining of AMC clients ( Ritz-Carlton, G4S, IPSOS, Al Naboodah.., )with proving all IT Related support over the phone call & on-site visit
• FortiGate 60c, 80c, 300c Firewall management
• Setting up IPsec VPN for FortiClient (windows, Mac, android )
• Resolving application, network and mail related issues
• Installation and configuration of Windows based operating systems ( Xp, 7, 8, 10)
• Maintenance of all types of Hardware problems of desktop/laptop/server/cctv/Pabx
• Managing IP Reservation and maintaining DHCP Server
• AD User group policies creation & modification
• NAS installation & Configuration for required clients
• Configuring & troubleshooting of MS Outlook 2007/10/13
• Maintenance and Troubleshooting of connectivity problems using Ping, Trace route
• Providing Support for Mac Book (utility software, printer, outlook …)
• D-link, Linksys Router, switches and Access Point Installation & Configuration
• Supporting First Level of Network activities, Network cabling, crimping, testing
• Software installations and troubleshooting of customer oriented field problems
• Configuring & troubleshooting of Desktop/Laptops for L1 & L2 levels & Managing
Backup and recovery
• Configuring & troubleshooting of printer, scanner & LAN related issues reported by users
• Administration of User account (creation, Reset, Delegation, Modification&add into OU )
• Co-ordination with email hosting service providers and Administrating of my clients CPanel
Roles and Responsibilities at Michelin:
Provide 1st/2nd level support to end user troubleshooting and resolving of desktop, laptop and printer for around 1000 user with satisfaction by keeping the Service Level Agreement
Worked on ITIL Environment
Worked with Maximo ticket resolving tool
Server Side:
Administration like Active Directory, DNS, DHCP and Group Policy
Windows server Installation & Maintenance
Resetting user password and unlock The AD users.
Email ID creation on Exchange control Panel 2010.
Managing IP Reservation and maintaining DHCP Server.
Remote management through Team Viewer
Maintain Assets for Computers and Software’s Through SCCM
Data center maintaining
Robot TS3200 Daily media tapes reprising
Computer, Printer & Others Side:
Strong knowledge in configuring and troubleshooting Network and USB printer.
Installation, upgrading, and supporting of computer system
Diagnosing and solving of hardware and software ( windows xp, 7 Microsoft software ) issue and other authorized desktop application
Good Knowledge in Word press website Developing on Host Gator
Logging customer/employee queries
Providing VPN - Service through i-pass Application
Hardware Parts Replacing for computer, laptop & Printer
Perform regular housekeeping of all in house system and operating procedure
Familiar with Lotus Notes mail back- up and restoring & Outlook configuration and etc.
Cisco IP phone maintenance
Supporting First Level of Network activities & Co-ordinate with passive engineer ( Cisco Switch mounding- 2900, 2960, i3000 )
Escalate major issues to Team Leader, Project Manager & Manager
Maintaining & Tracking IT Stock Room Details and Reporting to TL, PM & Manager
