Rithu mathew

 Implementation of IT infrastructure across all the clubs in the UAE (35 clubs) and outside territories (12 clubs) JOR, KSA, BHR, KWT.
 Engage in new store openings, refurbishments and office shifting projects.
 Planning, coordinating, and implementing IT infrastructure as per the layout.
 Liaise with vendor and other IT personnel for problem solution.
 Procurement of IT assets as per the requirements.
 Cordination with ISP for new internet and telephone connection.
 Provide 2nd and 3rd level IT support.
 Monitoring and managing all tickets and calls raised through helpdesk ticketing tool Manage Engine to ensure all support tickets are handled effectively and expeditiously.
 Helpdesk Manager to lead a team of 7.
 Respond to service incidents within the time specified in any Service Level Agreement (SLA).
 Provide basic training and advice to end users.
 Support and troubleshoot business applications like Oracle, CRM (Service cloud, sales cloud).
 Support POS application (Members first).
 Install, Upgrade, support and troubleshoot Windows, 7, 8, 10, MAC and other Microsoft office applications.
 Customise desktop hardware to meet user specifications and company standards.
 Inventory management.
 Maintain endpoint system manager (antivirus) Sophos for servers and clients.
 Administer and manage Active directory and file servers.
 Installation and troubleshoot of printers, scanners, barcodes, POS and other peripheral devices.
 Installation and configuration of IP phones Cisco, Avaya, and Nortel.
 Installation and configuration of Access Controls(KM TRONICS, PCI cards).
 Perform Data backup through Xepero Backup Software on daily basis
 Installation, configuration and troubleshoot Email clients(IBM LOTUS NOTES, OFFICE 365).
 Configure Meeting room Schedulers (Resource Express) and Wireless presenter (We present) for meeting rooms.
 Configuration of VLAN switches, access points and monitor, upgrade Wireless controller.
 Installation and configuration of Firewall for secure network.

• Identify record and report on all IT components that are under the control and scope of Configuration Management.
• Ensure incident management by restoring normal service operation at the earliest and minimizes adverse impact on business operations.
• Ensure standardized procedures are used for efficient and prompt handling of changes.
• Identify and measure key performance indicators, recommended solutions to evaluate if changes are achieving desired results.
• Accurately assesses customer expectations and translate them to deliverables that meet business needs.
• Diagnose and resolve technical issues.
• Laptop and Desktop troubleshooting.