SAHAL PARAMBIL IBRAHIM

Supported end-users across multiple locations with IT-related inquiries, troubleshooting hardware, software, and network issues.
Assisted in deploying and maintaining IT systems, ensuring compatibility and optimal performance.
Conducted routine system checks, updates, and backups to ensure business continuity and data integrity.
Provided first-level support for Microsoft Office 365 applications, email configurations, and cloud-based services.
Coordinated with external vendors to resolve hardware and software issues efficiently.
Ensured IT policies and procedures were followed to maintain system security and integrity.

As an IT Support Engineer at Hamad International Airport, Qatar.
I have successfully diagnosed and resolved computer hardware and software issues while assisting employees and customers with their IT-related problems. I am proficient in utilizing the Netka ITSM Ticketing tool and have hands-on experience with Office 365. Additionally, I have a solid understanding of the ITIL incident process model, allowing me to effectively manage and resolve IT incidents. I am meticulous in testing new hardware and software before full-scale installation to ensure optimal performance and compatibility. Moreover, I provide comprehensive support, including procedural documentation and relevant reports, to ensure smooth IT operations.

During my tenure as a Customer Support Engineer at CMS IT Services Pvt Ltd, I played a crucial role in monitoring network fluctuations for regular flight operations, ensuring the reliability of critical systems. I took ownership of managing baggage services and configuring device servers to optimize operational efficiency. Collaborating closely with the Head IT Admin, I actively contributed to discussions regarding IT infrastructure upgrades and the required level of service. My ability to identify and report issues to the IT Service department, coupled with my expertise in configuring and creating profiles on biometric devices, further enhanced the organization's IT capabilities.

As an IT Support Engineer at TOPSERV Infotech Pvt Ltd, I excelled in conducting periodic testing of networks and computer hardware, designing and deploying integrated systems and networks, and resolving hardware and network problems. I showcased my proficiency in maintaining and configuring computer antivirus software and Microsoft Outlook, ensuring a secure and efficient IT environment. Additionally, I demonstrated my technical skills by assembling personal computer hardware and software, meeting user requirements and preferences effectively.

At KELTRON, I served as a Datacentre Technician, providing technical support for the State Datacenter Network Section. I successfully troubleshooted LAN, WAN, and SWAN issues, ensuring optimal network performance. Utilizing monitoring tools such as CA Spectrum, Nagios, NetQos, and PRTG, I monitored internet bandwidth and KSWAN network to maintain reliable connectivity. With a strong understanding of the ITIL incident process model and adherence to ISO/IES 20000-1:2011 and 27001:2005 work environments, I prioritized data center component overheating prevention, ensuring the protection of company data