Raid AlShukaili

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.

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.

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

• 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.

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.

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