Infrastructure support Engineer
hp-Hewlett Packard Middle East FZ- LLC Dubai.
Total years of experience :10 years, 5 Months
1 Incident management & resolution.
2 Provide support for remote sites.
3 Provide support to other HPIT support teams as needed.
4 Co-ordinates all incoming tasks.
5 Ensure that the service is provided according to the SLA
6 Participate in operational meetings as required
7 Be first-line escalation point for the HP IT SIO Manager
8 Where required, maintain inventory of spare equipment, operating supplies, and cables. This will include creating and/or maintaining spreadsheets and/or other documentation regarding inventory levels
9 Maintain and update information in site jacks database upon completion of work order requests and changes to existing systems
10 Send representation to appropriate platform meetings and other meetings that affect the service being supported
11 Hardware Depot supports.
12 Loaner equipment management.
13 Parts Ordering and inventory management.
14 Shipping and Receiving management.
15 To provision authentication hardware like active card smart cards, Active Keys, and smart card readers for users using HP internal systems.
16 New PC setup, install, re-image and End-user data transfer.
1 To ensure the corporate network is always up and running at maximum efficiency.
2 Supervising the support of first contact resolution of the 200 plus IT applications for 10, 000 plus ENBD users with the help of Remote Assistance.
3 Had been working in an perfect and efficient ITIL framework in coordination with different teams( configuration Management team, change Management Team, Application management Team, security Management Team and a Release Management team)
4 Well versed experience on ITIL based BMC Remedy application for the IT Service Desk Operation.
5 Well experienced in supervising complete
*Service desk operations,
* IT procurement,
*Integration project coordination,
*Coordination for setup of new branches (Coordination with BTRM)
*Internal coordination for IT change requests,
*Training users for different applications.
6 Raising critical incidents follow up with application support and updating the status of resolution to the Management (Hierarchical Escalation).
7 Organizing the departmental meetings in conjunction with IT manager for the review of assignments and tasks of team.
8 Preparing weekly report (Avaya report and Remedy report) of service desk agent’s performance.
9 Preparing Domain users satisfaction report.
10 Creating and updating the knowledge base for service desk agents.
11 Validate IT purchase requests for the group for appropriate approvals (of business and IT manager) and follow through the IT procurement.
12 Coordination and setup of agreements with the vendors for the procurement of new IT assets and repair of the existing IT assets.
15 Develop and obtain approval for service level agreements and ensure timely implementation/availability of services to meet IT needs of individual business units.
16 Responsible for ensuring a high availability environment as well as managing SLAs in accordance with IT policy.
Was working as IT Service Desk & Desktop Support supervisor in AL HABTOOR ENGG CO. LLC. DUBAI
1 Providing the User interface support for the users of Al Habtoor for ERP
2 was supervising planning and coordinating the activities and operations of the management information systems within the IT departments; to coordinate assigned activities with other divisions (Software Development Team, Help Desk, IT technical/operation Team, ERP Software Team, IT Procurement Team) and outside agencies; and to provide complex staff assistance to the IT manager.
3 Weekly auditing the Progress Reports, Tasks completion Reports, Server backup reports, from respective sections within the IT Department.
4 All the Telecommunication services for sites & departments (HO) conversations with etisalat and ‘du’.
5 Analyzing the needs of new software, PABX telecommunication system for replacing the existing custom software according to department/site needs; arranging the meetings with external Organizations.
6 Validate IT purchase requests for the group for appropriate approvals (of IT manager, Director of company) and follow through the IT procurement.
7 Participating in the development of assessment procedures and questionnaires for data collection.
8 Developing and obtain approval for service level agreements and ensure timely implementation/availability of services to meet IT needs of individual businesses.
9 Develop and ensure implementation of approved IT policies and procedures with regards to control and security aspects for compliance.
10 Manage IT assets of the group ensuring regular development and upgrade to provide the group with the most appropriate technology that meets business needs.
11 Organizing the departmental meetings in conjunction with IT manager for the review of assignments and tasks of different IT sections.
12 Site visits for system audits, training and analyzing user requirements.
1 Creating and presenting training material (including outlines, exercises, and Assessments).
2 Maintaining Trainees record.
3 Scheduling classes and evaluating performance.
4 Participating in development of training curricula.
5 Delivering Microsoft Professional Courses MCSE, & CCNA.
6 Documenting issues in the support knowledge base.
a COMMUNICATION ENGINEER in ONGC ( OIL & NATURAL GAS CORPORATION ) LTD CHENNAI INDIA
1 Understanding different communications system.
2 Analyzing and noting the functions of different communication devices.
3 Presentation of the live communication systems.
4 Skilled in presentation and training.
Dear Sir/Madam, Please find attached herewith curriculum vitae for your kind perusal. With 07 years of experience in IT field at leading companies, I am confident to work in a challenging environment to achieve targets and deadlines as well as the organizational objectives to my maximum capability. The qualifications (Bachelor of engineering in Electronics and telecommunication, MCSE, CCNA, ITIL certifications) and experiences extended in the attached CV hopefully meet the requirements of a challenging position in your esteemed organization. Thank you, Fatima Jabeen, Dubai, U.A.E Mob: 0504733108 Mob: 0507988536