IT System Engineer
Ministry of Health Dubai under Reach Group Company
Total years of experience :21 years, 6 Months
Achieved the highest level of productivity, handled over 1000 calls per month. Earned a solid reputation for resolving complex issues and providing exceptional customer service.
Trained and assisted users with policies and procedures for PDA, mobile computing, and video conferencing systems.
Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
100% satisfaction customer survey rate five months in a row.
Responsible for IT Equipment/Devices, Mobile Phones and software deployment.
Managed IP telephone system (Cisco telephone 7841, 8811, 6901 and 8845 Series).
Managed 110+ Clinic and 70+ Hospital relationships for infrastructure and application support projects.
In Jumbo Electronics, I was given a chance to work with different Department and Clients to handle various responsibilities.
Office Automation Department.
•Provide Remote Support & L2 support to the Field Engineers and good hands on Exp in Network Connected Office Automation Products and configuring newly installed MFPs on network (i.e. scan to folder, scan to email, printer driver), Gives IT support for MFP network troubleshooting, troubleshooting thru phone for minor error and malfunctions.
•Attend immediately to machines that are breakdown and subjected for repairs and Onsite service for troubleshooting, perform daily reports as per company policy and assures that after sales service is on a high level for customer satisfaction, recommend and apply solutions including on - site repair for remote user.
•Department and IT ESD.
•Provide feedback/instruction to business partner’s personnel in order to ensure staff is properly trained and updated on new procedures.
•Monitoring, identifying and reacting to problem situations to ensure successful completion of the batch cycles. User Administration activities. Active Directory (Creation, Deletion, Modification).
•Manage and execute daily service requests for additions, deletions and modifications of user accounts and groups, as well as access privileges for the centrally managed business applications and related security services.
•Installation of OS and required service packages: both open source and proprietary then update and maintaining OS and software to the latest release, patches, etc.
•Implement security tools and practise across severs and application / services to meet their employers needs for computer hardware, software and network tools.
•Provide 1st and 2nd line response for end users requiring assistance with information technology incidents and request.
Current assignment: I.T Engineer Emirates Aviation University specialist of (MPS) With Equitrac Printing Solutions - IT Department. December 1, - Present.
•Assist the student and teacher for printing system and ID activation and teach how to use the machine.
•Arranged Auditorium (Sound system, microphone, speakers, and monitors), and maintain the schedule of recording sessions.
•Add printing limit for assistant teacher and student and make a separate configuration for the EK and EAU staff using EQ system sync in AD and Maintained EQ System and server from time to time to avoid any issue.
•Assist all the students for Wi-Fi access, Moodle system using their account and send an email to all new student regarding on their access and IT policy Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals, Assist faculty in preparing interactive multimedia-rich material for their hybrid classes and e-mail problems.
•Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users especially in Computer Laboratory rooms, Ensure smooth operation of the lecture capture room.
•Supervise complaint ticketing system and follow timely resolution of all work orders
•Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
IT Level 3 Support Engineer to the following client list: Ministry of Education
Maintain and repair Ricoh, Gestetner and HP copiers and Faxes (All in one Photocopier). Ordering and installing parts as needed for repairs.
•Install the newly received copier machine and ensure that it is connected to the computer system and perform preventive, emergency maintenance and adjustment of photocopiers
•Immediately responding to any complaint received from the users and repairing the machines as and when required, Maintaining service log and stock. Responding to service calls.
•Checking if there is any problem with the operation of machine by repeating paper tests Troubleshoot equipment to determine the cause of malfunctions and in-charge handling @remote concern such as connectivity and support as well.
•Installation and configuration of EQUITRAC server, MyQ server and some network issue.
•Setup photocopier network infrastructure and give access right in each user re scan to folder and email.
•In-charge handling POS (Posiflex), HP laptop and Desktop in Abu Dhabi concern and provided on-site and telephone technical assistance to help troubleshoot and repair equipment.
•Handling Onshore and Offshore concern in Abu Dhabi, developed and maintained a relationship with customers to help ensure that effective proactive service was provided.
• Responsible in maintaining Local Area Network and Technical Support on staff (Hardware and Software) and Responsible in Remote Tech Support for Datahold UK users and clients (Hardware, Software, Servers and Workstation).
• Coordinates with my superior by proper turn-over of the project to maximize time and efficiency at work and counselled new staff or members on procedures and I.T protocol.
• Administer and Maintains Data Backup using Symantec Backup Exec 12 for Windows Servers and Sony AIT-Tape Library LIB-162 and manage FTP Servers (Windows and Linux Platform) and Manage SQL Server 2005 and 2008 Database Security and DB Backup.
• Responsible in Managing and Maintaining Windows 2003 Domain Controller and Active Directory, Microsoft SharePoint 2010 and Basic knowledge in how to Setup VPN connection and Manage Firewall (SonicWALL TZ 170, Pro 2040)
• Technical support on company E-mail (Zimbra Mail Server Centos Linux) with MS Outlook and Mozilla Thunderbird Client, Administer Kaspersky Anti-Virus 6.0 and Mcfee Protection Pilot. Maintain ISA Server 2003, Linux Proxy Server (Centos, Ubuntu) running on squid proxy system, Linux Mail Server (Centos) running on Send mail.
• Manage FTP Servers (Windows and Linux Platform), Responsible in Managing and Maintaining VICIDIAL administrator dashboard used in Call Centre and such as EYEBEAM for the dialler.
• Handling monthly physical inventory of computers and other peripherals inside the server room.
Provide customer assistance; facilitate the resolution of customer complaints regarding defective machines and
ensures maximum customer satisfaction.
Submit weekly activity report - a detailed account of technical/service support rendered for the day and other issues &
concerns. Coordinate with customer service assistant regarding daily repair schedules and status from time to time
and Improved my ability to work in a multi-tasking environment.
Maintain vigilance with respect to major service/technical issues and concerns alerts and coordinates with
management, as per the established procedure.
Preparation, upgrade, installation and configuration of IBM POS machines scheduled for delivery. Installations of
3M touch panels to monitors as per the sales teams’ requirements. Standard lead-time 3 to 5 days.
Perform diagnostic tests of defective POS machines and peripherals and inform concerned parties regarding test
results and provide recommendations.
Provide sales support - Porting of POS machines with resellers’ software and training of new resellers; preparation
of demo units and checking of units upon return.
Assists clients with their technical concern and inquiries such as network set up, computer, printer troubleshooting
and set up and maintains surveillance camera, operate the machinery and diagnose its work mechanism to spot the
defective areas and Planned IT network infrastructure with clients to ensure that the systems are tailored and comply
with their requirements and needs.
Implemented IT network projects: Installed, configured and maintained network services, hardware systems, and
peripheral equipment/devices, administered servers and server clusters - Managed system back-up, database and
restored protocols.
Performed network QA test, executed system analysis and troubleshooting in order to resolve problems on
servers, workstations, and other network devices.
Monitored network/software security - Controlled access to the IT network and updated security programs as a
part of the security procedure.
Handles all IN and OUT service for repair/updates service reports and technical documentation from time to time,
handling the monthly physical inventory of computers and printer parts accessories.
Responsible for the update and maintenance of the Linux Base Restaurant Management System (RMS), made by
Softsys Technology Management, based in Australia.
Automatic and manual upload of day to day sales data of 25 Burger King Restaurant Branches and Handling
Technical concerned (internal) to all outsourced clients in business premises, computer troubleshooting and repair,
network cable setup and software installation.
POS Installation, Repair and Troubleshooting and update using the windows telnet and Ericom power term in 3
classes of POS (Olivetti and UMD-TERMTEK class POS, Senor POS).
Handling IT project list, hardware inventory and hardware requirements.
Assists and handles customer concerns and inquiries.
Promptly repaired desktop, laptop, and wifi, CCTV configuration at the customer location, Oversee the
testing and monitoring of applications and systems performance, responsible to maintain the printer
machine and repair the malfunctioning components.
Updates and monitors computer server, virus protection and network connection. Assists and handles customer
concerns and inquiries.
Provide hardware and software engineering support for Information Systems utilizing object-oriented
programming and client/server applications.
Manage project deployment lifecycle, define requirements, research solutions, design systems, support testing and
oversee live implementation.
1998 – 2003 – Bachelor of Science in Computer Science major in System Engineering, From Philippine Christian University, Philippines.