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Raid AlShukaili, IT Support Engineer

Raid AlShukaili

IT Support Engineer·British Petroleum (BP)

United Arab Emirates

Bachelor's degree, Telecom & Electronic

Work experience

Total years of experience: 8 years, 10 months

IT Support Engineer

June 2019 - December 2021

British Petroleum (BP)

Dubai, United Arab Emirates

June 2019 - December 2021

Responsible for managing 1000+ users in the Oil and GAS industry while ensuring quality service.
• Promptly respond to user inquiries in person or via phone, email, mail or social media.
• Managing and Maintaining Windows Servers 2019.
• Monitor maintenance agreements, warranties, and site licenses.
• Installation, servicing / maintenance, testing, commissioning of CCTV.
• Responsible for Hardware/Software installation and computer maintenance.
• Collaborated within IT Service Engineer teams, improving task completion rates by 25% and enhancing overall team productivity.
• Coordinate daily operations in the Data Center and schedule maintenance with contractors.

Company industry:
Oil & Gas

IT Support Engineer

May 2017 - June 2019

Zubair Telecommunication

Muscat, Oman

May 2017 - June 2019

Respond for inquiries via emails, calls and site regarding IT problems for the end user.
• Received 97% satisfaction rating from users after completed phone or video call.
• Installation and Management of SQL server and database as part of Queue management System.
• Collaborated with team to quickly resolve customer complaints with appropriate action.
• Configuration, installation and trace the faulty line for Ericsson PABX and ISDN.
• Manage and Solve problems related of Win 10, Outlook and Microsoft 365.
• Effectively managed approximately 100 incoming tickets daily by CRM.

Company industry:
Telecommunications

IT Support Engineer

January 2017 - January 2019

Zubair Telecom

Muscat, Oman

January 2017 - January 2019

Installation and Management of Queue Management System
• Installation and Management of SQL server and database as part of Queue management System.
• Installation and Management of Virtual machines using Hyper-V and VMware Workstation 16.
• Managing and Maintaining Windows Servers 2019.
• Responsible for Setup, troubleshooting, maintenance of existing WAN, LAN, VLAN, VPN and leased line
communications.
• Analyses and resolves network hardware, software, and communications problems
• Responsible for Telephony System, PABX and ISDN
• Responsible for Hardware/Software installation and computer maintenance.
• Assist with the inventory and management of hardware and software procurements and maintains
documentation regarding the purchase, licensing, and installation of district-standard software
applications

Company industry:
Telecommunications
Job role:
Information Technology

IT Support Engineer

December 2015 - February 2017

Digital Precision

Muscat, Oman

December 2015 - February 2017

• Track computer system issues through to resolution, within agreed time limits.
• Research and identify solutions to software and hardware issues.
• Follow up and solving all issue regarding IP phones.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Diagnose and troubleshoot technical issues, including account setup, network configuration,
hardware and software.
• Coordinated the repair and maintenance of office supplies and equipment bi-weekly
• Provided 1st line technical support as a help desk analyst, addressing user inquiries, and
resolving hardware and software issues promptly.

Company industry:
IT Services

IT Support Engineer

January 2015 - December 2015

Info Line Company (limited Contract)

Muscat, Oman

January 2015 - December 2015

Implemented regular maintenance plans, resulting in a 25% drop in reactive support requests and
significantly enhancing overall system stability.
• In-depth knowledge of Microsoft Windows client operating systems, XP, 7, 8 and 10
• Installing & configuring networking printer and other software /hardware.
• Implementing effective customer support systems, helpdesk, and their management.

Company industry:
IT Services

IT Support Engineer

March 2013 - January 2015

Al-Nahdah Computer Service

Muscat, Oman

March 2013 - January 2015

Implemented processes, cut incidents by 20%, boosted efficiency, and minimized downtime.
• Acting as the first point of contact for all IT & technical queries.
• Developing the infrastructure and systems to meet the company needs.
• Working within a TCP/IP network environment, including DHCP, DNS and Ethernet

Company industry:
IT Services
Job role:
Information Technology

Education

Al Musanna College of TechnologyIBRI College of Technology

January 2024

January 2024

Bachelor's degree, Telecom & Electronic

United Arab Emirates

courses: English Program Certificate

Al Musanna College of TechnologyIBRI College of Technology

January 2024

January 2024

Diploma, Telecom & Electronic

United Arab Emirates

courses: General Diploma Education Certificate (Saif Bin Sultan High School, Oman,

AL-Musanna College of Technology.

December 2013

December 2013

High school or equivalent, Diploma of Telecom & Electronics,

Oman

IBRI College of Technology

January 2009

January 2009

Diploma, English Program Certificate –

Oman

Skills

Active Directory
Expert
Active Directory
Expert
Windows Server
Expert
Windows Server
Expert
IT Technical Support
Expert
IT Technical Support
Expert
CCNA
Expert
CCNA
Expert
Help Desk Management
Expert
Help Desk Management
Expert
MVS (OS)
Expert
MVS (OS)
Expert
DYNAMIC HOST CONFIGURATION PROTOCOL (DHCP)
Expert
DYNAMIC HOST CONFIGURATION PROTOCOL (DHCP)
Expert
INFRASTRUCTURE
Expert
INFRASTRUCTURE
Expert
COMMISSIONING
Expert
COMMISSIONING
Expert
MICROSOFT OUTLOOK
Expert
MICROSOFT OUTLOOK
Expert
ACTING
Expert
ACTING
Expert
COMMUNICATIONS
Expert
COMMUNICATIONS
Expert
INSTALLATION
Expert
INSTALLATION
Expert
BACKUP
Expert
BACKUP
Expert
COMPUTER HARDWARE
Expert
COMPUTER HARDWARE
Expert
MICROSOFT WINDOWS
Expert
MICROSOFT WINDOWS
Expert
NETWORKING
Expert
NETWORKING
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
DHCP
Expert
DHCP
Expert
DNS
Expert
DNS
Expert
IP
Expert
IP
Expert
Active Directory
Expert
Active Directory
Expert
Windows Server
Expert
Windows Server
Expert
IT Technical Support
Expert
IT Technical Support
Expert
CCNA
Expert
CCNA
Expert
Help Desk Management
Expert
Help Desk Management
Expert

Languages

Arabic
Expert
English
Expert