IT Support Supervisor
SHAQAB
Total years of experience :15 years, 8 Months
Employed as IT Support Supervisor to oversee all IT and Communications for the SHAQAB Group of Companies and other small subsidiaries.
Built and readied an IT Service function as a shared service in preparation for the purchase of the subsidiary companies and for the expected growth of the holding company, from a single company to a group of companies with over 500 seats and over 4000 employees.
Key Responsibilities:
• Oversee and guide the IT Team of 25 administrative & technical staff to ensure the organization has been provided with an efficient and integrated IT System.
• Functional planning, development, implementation & testing of the Microsoft Dynamics 365 ERP (Finance & Operations) and Infor EAM
• Managing the Dynamics Development, Testing & Production environments through Microsoft Lifecycle Service.
• Dynamics 365 security role configuration as per the demand of user interaction with the application.
• Import / Export master data through Data Management in Dynamics 365
• Administration of windows azure services including active directory, group policy and virtual machines
• Monitoring a data center environment of 10+ servers and network-attached storage (Synology) with credentials mapping and access policies
• Installation and managing the firewall security devices and endpoint security systems such as SonicWALL, Fortigate, Sophos & ESET Advanced Protect (Centralized Cloud Management)
• Managing and configuring the wired and wireless network infrastructure such as Cisco, HP Switches, Nomadix Bandwidth management tool, Mikrotik routers & Cisco Wireless Controller and provide Level 3 support
• Performing routine audits of systems and software and managing Microsoft System Center Configuration Manager (Patch Management System)
• Centralized PBX System with High Availability such as Avaya, Grandstream & Elastix
• Mentoring and supporting the help desk team and make sure the SLAs are met
• Licensing renewal process such as Microsoft Dynamics and exchange licensing, domain services, Webhosting & VPS hosting services
• IT Procurement procedures and IT Asset management
• Responsible for the Vendor Service Level Contracts
• Manage the IT budgets and expenditure on hardware and software.
Key Achievements:
• Establishment of an internal service delivery department to meet business requirements and meet the need for shared resources across multiple companies.
• Created policies and procedures along with the SLA guidelines to ensure support of all companies within the group met with company requirements.
• Reduction of IT Communications spend by nearly QAR 600, 000.00 per annum through the introduction of a centralized PABX SIP Server.
• Design, build, proposal, and implementation of a WAN solution to meet the future needs of the group of companies. Introduction to WAN-based shared resources.
• Implementation of Microsoft 365 Exchange along with the optimized security controls to assure the emails are received and delivered timely manner without any failure.
• Email approval process simplified using flow templates using Microsoft SharePoint technology.
• Centralized Citrix XenServer infrastructure implemented to cater to more than 150 plus RDP users.
• A complete design and deployment of Disaster recovery solution using Synology NAS servers.
• Top notch IT security systems were implemented to protect the inbound, outbound traffic and the end-user traffic. Tools: SonicWALL and Fortinet NGFW
• Designed and implemented Restaurant Manager Point of Sales system along with the centralized report server facility across 15 restaurants and Outlets
• A complete redesign and deploy of a campus network of the resident camp which is connected through fiber facility consists of 7 camps, 4 core switches, 500 plus switches, and a total of 15, 000+ hosts.
• The daily 70 plus IT Complains of campus network brought down to less than 10 complain allocating the suitable and sustainable resources.
Employed as a 2nd level technical support as part of a team responsible for the LAN users of IBM India’s EGL Offices. The department supported a central office of 1500 users.
Key Responsibilities:
• Configure or troubleshoot “Lotus Notes” to connect to the mail server.
• Configuration of laptop or desktop to connect to the Intranet via Network Interface Card or VPN (WECM or AT&T).
• Configure or troubleshoot with C4EB (IBM Customized windows XP), PGP (Hard Drive Encryption), Symphony (Customized Office Suite by IBM, Lotus Sametime and Symantec Client Security.
• Configure LAN Settings (IBM Network) and assign DNS Suffixes.
• Configure or Troubleshoot in Think Vantage (Wi-Fi Configuration).
• Configure Internet Explorer along with IBM user proxy script.
• Configure Work Room Printers automatically or manually with the help of GPWS (Global Print Web Site).
• Help user to Download and Install Applications from ISSI (IBM Standard Software Installer) and troubleshoot in ISSI Download error.
Key Achievements:
• Deputy to senior system engineer when away from the office
• Involved in server room move of 15+ servers, application PCs and, all communications equipment to new server room.
Key Responsibilities:
• Windows and Mac support (hardware and software)
• Maintain user accounts, profiles, file sharing, access privileges, and security
• Facilitate local policy and procedural changes in order to streamline IT processes and increase both IT and user productivity
• Assignee and maintain user email accounts
• DHCP IP address management
• Maintain wired and wireless networks of the organization.
Key Achievements:
• Involved in new server room setup of 6+ servers
• Promoted to 2nd Level Technical support
Activities and Societies: Represented College 1st XI Cricket Team. I was one of the committee member of my College Subject Club & Cultural Associations.
Activities and Societies: Represented College 1st XI Cricket Team. College Athletics Representative (Under 19) 100M and 4x100M Relay I was one of the committee member of my College Leo Club, Interact club, United Nation Club and Islamic Society. I participated many college literature Events such as Essay and Drama Competitions.