System Support Engineer
Pepsico International
Total years of experience :9 years, 9 Months
Presently working as IT Service Specialist in Saudi Snacks Food Company Ltd (PepsiCo) supporting 300 plus users and had also worked in other provinces of PepsiCo for the past 4.6 years.
Responsible for the local operational execution and support of all local Infrastructure activities in the defined OPUs (operating unit). This includes the local hardware activities, i.e. install, modify, add, remove, change of local devices (PCs, Mobiles, Printers, Servers, Storage routers access point, and Switches) and locally install software components, as well as the inventory management of the hardware assets, the execution of rollout.
Supporting PepsiCo Production Network & servers and Floor PCs.
Installing windows Patches for Production Floor PC’s.
Provide Support for Windows Server, Active Directory, DNS, DHCP, and other services. Configuring and troubleshooting AirWatch/Hub Intelligent over Exchange Enterprise mail service.
Configuring and troubleshooting Kronos InTouch Attendance machine.
Configuring and troubleshooting Nitgen Door access Machine.
ITIL Implementation at work- Service NOW.
Incident Management: Use service Now to attend the day to day calls. Resolve all calls related to software, hardware, e-mails, network, etc., and update the incident status.
Problem Management: Escalate regular incidents and problems to next level of support based on defined investigation triggers.
Controlling and administrating active directory and GPO.
Visit and provide technical support to remote locations.
Poly com TP administration and support for Skype 360 meeting.
Cisco IPT Administration.
Compliance with global policies and procedures and ensuring the support request has the required audit and approvals trail.
Service Level Management: Ensure all SLAs, OLAs and UCs (Underpinning contracts) are abided to within the thresholds set by SLM Team Ticket raising and monitoring with ServiceNow
Remotely support for Site users.
Collaborate with service providers, technical design teams, and vendors.
Consult with business partners to resolve complex international IT problems and issues.
Installation and Maintenance of Windows server 2003, 2008 and 2012.
Implementing and Maintaining Active Directory Services in Windows 2003/2008/2012.
Setup and Administrator Domain user, computer accounts and groups to enable the user to gain access to resources in windows server 2003/2008/2012 network.
Providing Shared drive access to users according to the departments.
Performing Daily and Weekly basis Backup for Storage server along with reports.
Performing Windows Server Backup and Recovery.
Installing and maintenance VPN secure connections over Cisco Any Connect, RSA.
Install and Configure SCCM client and connected it with Management point, Fix SCCM Issues.
Installing and troubleshooting various SAP modules and any other Applications.
Support the following technologies: Microsoft Office 365(desktop, online), Internet Browser, Internet Proxy, all windows Version.
Provide investigation, diagnosis, resolution, and recovery for hardware/software problems
Managing and supporting Windows Deployment One Image my Sites.
Using McAfee Detach/EETech 7.1.1. to Encrypt and Decrypt user’s data.
Installation and Maintenance of Windows 7, 8, 10 and MS-Office /2010/2013/2016.
Installation of all new hardware and software for networks, PCs, and laptops according to the department within the policy of the company.
Installation and configuration of Network, local printers (Epson, HP, Xerox, and Zebra).
Maintaining the complete functionality of the Network without any interruption.
Performed 100% inventory for PCs, Laptops, printers, and scanners for my locations.
Implemented Xerox Printers in order to reduce printers and scanners in Dammam Plant.