Senior IT Support Engineer
Solb Steel Company
Total years of experience :25 years, 1 Months
Lead a team of IT support base on ITIL standards in providing technical assistance and handles all front-end troubleshooting
which tackles hardware, software, mobile and network troubleshooting for the entire company which consists of one main
plant, admin office and three remote branches.
- First point of contact for infrastructures and applications section issues.
- Managing AD, file servers, client side backup, image creations, network activities and deployment.
- Developed and implement operational desktops standard configurations, documentations, procedures and KPI.
- Ensure proper security setup of end-user desktops and coordinate IT security issues with other IT stakeholders.
- Administered IT service desk support tools and anti-virus threat monitoring.
- Handled all procurement related tasks for Information Technology department.
- Handled IT asset dispositions, replacements, improvement plans and inventories of consumables.
- Defining asset-related policies, procedures and audits.
Highlights:
- Conduct departmental interviews for IT infrastructure applicants.
- Train, guide and mentor newly hired Saudi IT engineers.
- Lead a team that implements Lync and Polycom VOIP phones.
- Part of a team in datacenter commissioning and cable arrangement.
- Lead a team for Microsoft Office 2013 migration.
- Employee of the month awardee.
Standby technical support that caters first and second level troubleshooting to over 6, 000 employees.
- Administration on Windows Active Directory (Account Provisioning, Account Reset, Sharing, etc…)
- Handles support Windows Operating System issues as well as known application such as Microsoft Outlook Exchange and
other Microsoft Office Application, VPN Connections, Web browser issues and Network troubleshooting.
- Provide basic support for Blackberry, SAP and VMWare.
- Coordinate with Network Operations and all other Command Centers in resolving outages related issues.
- Guides Jr. Technical Support in resolving problems and responding to queries.
- Assists in rolling-out of computers. Create and implements software images for corporate users.
- Distributes computers according to assigned schedule. Coordinates activities to suppliers for completions of installation of
computers.
Highlights
- Became a part of a special group which handles unresolved open tickets and ensures timely resolution.
- Consistently achieve resolve rate metrics.