IT Support Analyst
Hamad Bin Khalifa University - Qatar Foundation (Outsource by Vistas Global)
مجموع سنوات الخبرة :12 years, 7 أشهر
● Creating & Managing Tickets using Service Desk Plus Ticketing Tool
● Managing and Maintaining a User Accounts, Computer Accounts, Shared Folder and Network Printers
● Providing Level-1 Support by Phone, Directly & remotely by Cisco WebEx & MS teams for all users in QBRI, QCRI, QEERI, LAS College and CIS College.
● Analyze and identify hardware, software, workflow, procedural and/or communication problems.
● Troubleshooting ERP, Maktabi, Banner, HBKU Portal.
● Microsoft Windows & MS Office & Office 365 Support
● Preparing MAC & All MAC related Support.
● Maintaining AV Systems, Projectors in Lecture Halls, Smart Classrooms, Meeting Rooms
● Co-coordinating with Vendor for New Assets & Returning Old Assets.
● Preparing Delivery Note & Maintaining Documentation by Email, Soft/Hard Copy & SharePoint
● Handling Issues of VDI PCs by VDI Manager-Citrix Director
● Develop, maintain, and apply knowledge of systems and tools necessary to troubleshoot problems
● Dispatching Service Desk ticket-queue to relevant resolvers & Follow up.
● Providing timely status updates on open incidents & requests and follow up until closure.
● Write technical documentation for internal IT staff on problem resolution, practices
● Maintain a knowledge base of information and teaches UTS staff to search and locate information.
●Providing Level-1 and Level-2 Support.
● Creating and Managing Tickets using Microsoft Service Manager Ticketing Tool
● Managing and Maintaining a User Accounts, Computer Accounts and Printers using Ad Manager Plus
● Answering Telephone calls and Logging tickets in HPSM ticketing tool for Users issue.
● Follow up Service desk Emails and Server Alerts emails.
● Troubleshooting and solving user’s problem remotely using SCCM and LogMeIn.
● Monitoring Servers, Network using SCOM and NOC monitoring tool
● Dispatching Service Desk ticket-queue to relevant resolves and Follow up.
● 24/7 Call /Remote Support to solve users system problems from different locations
● Creating Weekly Report, Daily checklist.
● Providing timely status updates on open incidents and requests and follow up until closure.
●Coordinating with system Team & Network team to solve critical alerts getting on SCOM Monitoring Tool
● Managing and Maintaining HPSM- IT Ticketing Tool
● Managing and Maintaining a User Accounts, Computer Accounts and Printers
● Answering Telephone calls & Logging tickets in HPSM ticketing tool for Users issue.
● Follow up Customer Satisfaction Survey
● Handling Issues by VDI Manager-Citrix Director
● Troubleshooting & solving users problem remotely using SCCM
● Dispatching Service Desk ticket-queue to relevant resolvers & Follow up SD Emails
● 24/7 Call /Remote Support to solve users system problems.
● Providing timely status updates on open incidents & requests and follow up until closure.
● Sending IT Flash Emails Regarding Downtime, Restoration, Service Interruption to users
● Managing and Maintaining a User Accounts, Computer Accounts and Printers
● Maintaining Sophos Endpoint, Cisco AnyConnect, Symantec Enterprise Vault
● Managing and Maintaining ServiceNow- IT Ticketing Tool
● Troubleshooting Microsoft Outlook problems.
● Troubleshooting ERP, SAP GUI
● Microsoft (MS Office) Support.
● Preparing MAC & MAC Support.
● Configuring BootCamp & Parallel Desktop for MAC
● Installing OS from SCCM, Image Preparation, Creative Cloud
● Managing and trouble-shooting of Desktops & Laptops.
● Providing support to Local and Network printer / plotter / scanner configuration including MFD (Printer / scanner / photocopier)
● News Related Application support for INews, MediaCentral, Vizrt.
● Managed and maintained Local Area Network using Cisco AnyConnect
● Carry out daily, Weekly & Monthly Meeting Room check reporting to Team Leader
● Coordinating with vendors for the replacement of hardware materials or up gradation.
● Configuring and maintained Cisco IP phones.
● Performs system backups and recovery.
● Problem solving for Users.
• Managing and Maintaining a User Accounts, Computer Accounts and assigning rights to the user as per company group policy on Windows Server 2008R2
• Maintaining Google Email Users and Configuring.
• Troubleshooting Microsoft Outlook problems.
• Microsoft (MS Office) Support.
• Managing and trouble-shooting of Desktops & Laptops.
• Providing support to Local and Network printer / plotter / scanner configuration including MFD (Printer / scanner / photocopier)
• Application support for Taskflow, Google Apps for Business.
• Managed and maintained Local Area Network.
• Carry out daily & monthly Server & client systems check reporting to IT Manager.
• Coordinating with vendors for the replacement of hardware materials or up gradation.
• Configuring and maintained Avaya IP phones.
• Performs system backups and recovery.
• Problem solving for Users.
• Installing, configuring and troubleshooting Active Directory Services.
• Maintaining User and Groups.
• Creating Group Policy to the users.
• Maintaining Domain.
• Maintaining the Documents.
• Hardware Maintenance for all Systems.
• Support to users.
PROJECT-1: QATAR TOURISM AUTHORITY (Outsource) Jan 2014-May 2015
Job Title: Desktop Support Engineer
Responsibilities:
• Managing and Maintaining a User Accounts, Computer Accounts and assigning rights to the user as per company group policy on Windows Server 2008 & 2012.
• Maintaining Exchange Server 2010 and Configuring, Troubleshooting Microsoft Outlook problems.
• Microsoft (MS Office) Support.
• Managing and trouble-shooting of Desktops & Laptops.
• Providing support to Local and Network printer / plotter / scanner configuration including MFD (Printer / scanner / photocopier)
• Application support for Arabdocs, Mawared(Qatar Government APP), Oracle-Bright, MS Dynamic AX 2012
• Managed and maintained Local Area Network.
• Carry out daily & monthly Server & client systems check reporting to IT Manager.
• Coordinating with vendors for the replacement of hardware materials in case failure or up gradation.
• Configuring and maintained CISCO IP phones.
• Managing and Maintaining CCTV System.
• Providing technical services & support to Exhibitions held.
• Performs system backups and recovery.
• Problem solving for Users.
PROJECT-2 : GULF DRILLING INTERNATIONAL (Out source) Jan 2013-July2013
Job Title : Desktop Assistant Engineer
Responsibilities:
• Managing and Maintaining a User Accounts, Computer Accounts and assigning rights to the user as per company group policy on Windows Server 2008 & 2012.
• Maintaining Microsoft System Center Configuration 2007.
• System Center Configuration Manager 2012 is the solution to comprehensively assess, deploy, and update your servers, clients, and devices
• Maintaining and Giving Support for Netclarity (NAC) and Symantec PGP encryption.
• Solution Provided Via Team viewer, Phone Call and E-mail to Onshore Rig users in Sharjah, Dubai, Singapore & Offshore rig users in Qatar.
• Supporting in Monitoring IT security Infrastructure.
• Configuring IP Phones.
• Giving 24x7 IT Support to the Users in Head Office in Qatar, Onshore Rig users in Sharjah, Dubai, Singapore & Offshore rig users in Qatar.
• Solving Users ERP errors in java. Support for Oracle Implementation.
• Managing and troubleshooting Laptops, Desktops, Printers, IP phones.
PROJECT-3: DOHA FILM INSTITUTE (DFI) (Out source) Nov.2011-Oct 2012
Job Title : IT Support Engineer
Responsibilities:
• Managing and Maintaining a User Accounts, Computer Accounts and assigning rights to the user as per company group policy on Windows Server 2008.
• Taking Server backup using Data Protection Manager (DPM) 2012 and Maintain Tape Records.
• Configuring Microsoft Outlook problems.
• Managing and trouble-shooting of Desktop, Laptops & Printers.
• Installed and maintained various standard software’s as per client requirements.
• System Assembling and Operating System Installation.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Carry out daily client systems checks, reporting to IT Manger where necessary.
• Setting up user accounts, permissions and passwords.
• Overseeing security of all systems, especially the internet, and installing anti-virus protection.
• Technical support for people using the network, Fixing network faults and Network maintenance,
• Maintaining BlackBerry Enterprise Server.
• User support for TEDx 2012 and Doha Tribeca Film Festival (DTFF)2012
• Maintaining and monitoring network security
• Installing, configuring and troubleshooting Active Directory Services.
• Maintaining User and Groups.
• Creating Group Policy to the users.
• Maintaining Domain.
• Maintaining the Documents.
• Hardware Maintenance for all Systems.
Studied in MIET Engineering College-Trichy Affiliated by ANNA UNIVERSITY-Chennai. Successfully Completed B.Tech Information Technology with 70 % First Class Degree.