Regional IT Support Engineer – IT Projects
Ashurst
Total years of experience :15 years, 3 Months
• Handling IT project for the Middle East Region.
• Handling the daily IT support for the Middle East users.
• Networking and system administration.
• Managing IT projects and vendors, including procurement, contracting, project plan and progress.
• Maintaining and updating technical documents and procedures.
• Preparing maintenance plans and upgrading schedules for the organization’s systems.
• Coordinating with the corporate IT operations teams to align with the corporate IT policies.
• Setup, maintain and operate the Video Conference rooms and A/V equipment.
• Contribute to events organization, by providing safe and relevant solution to the business.
• Managing and monitoring Executive board meetings on Cisco Telepresence MCUs.
• Managing the Cisco Telepresence Management Suit.
• Installing and troubleshooting Cisco Telepresence Endpoint (SX10, SX20, DX80, and more).
• Installing and configuring Telepresence software on users’ devices such as (Jabber, Polycom, and Zoom).
• Providing daily IT Support to the Senior Executives in AMI Pacific region.
• Inform and advice the users on best security practices to ensure internal and external confidentiality for data and communication.
• Liaise with local and corporate IT operations team.
• Managing local IT projects and vendor management.
• Providing daily IT support to the Senior Executives and their PAs.
• Leading a team of 15 System field engineers (supporting all Al-Futtaim group users in all different businesses).
• Documenting all reported incidents in Remedy force.
• Responsible for technical procedural documentation and relevant reports.
• Handling IT projects implementation (software upgrades, Imaging and new office setups).
• Performing root cause analysis on repeated incidents for permanent resolution.
• Assisting in the maintenance of Desktops, Laptops, Microsoft Surface, Mobile devices, Tablets, POS Machines, and RDTs/PDAs.
• Conducting technical training sessions for the team members and business users.
• Coordinating with different IT teams to improve the IT services delivered to the business.
• Coordinating with third party vendor, when needed.
• On-Site support for the core business regions of Al-Futtaim group in Dubai (DFC, Shaikh Zayed Road).
• Providing technical guidance to the team members.
• Implementing ITIL best practices to approach best service level.
• Coordinating with other teams to work on process definition.
• Handling complete control of Service Desk operations and escalated tickets to ensure users' problems are handled efficiently.
• Conducting weekly meeting with Service Desk Manager to review the weekly statistics and forecast daily efforts required.
• Generating monthly reports to ensure that the team meets KPIs.
• Provide 1st level of support to ALL Al-Futtaim operational divisions (Automotive, Retail, Real Estate, Electronics, Engineering, Financial Services, General Services and Joint Ventures).
• Managing users' profiles on Active directory, Exchange Server, SAP, VPN console, FTP Server, and Blackberry BES5 and BES10 servers.
• Hands on experience with IT ticketing systems; Tivoli Service Request Manager (TSRM) and Remedy force.
• Hands on experience with Network Monitoring Systems; Solar winds.
• Experience in Secure FTP software; Tumbleweed.
• Provide 1st level of support to business applications (RetailPro, CarPro, Fastrack).
• Providing client support and technical issue resolution for Home and Small business Cisco Users via E-Mail, phone and remote access.
• Providing on-site support to users when required.
• Hands on experience with Cisco consumer routers, switches, Access points, Wireless Expanders, and Power Lines.
• Hands on experience with Cisco WebEx Support Services.
• Conducting training and coaching sessions for the team members and new joiners.
• Testing the new devices before releasing it to the market.
• Providing technical advice to the business users with the recommended network design which suites their business needs.
• Handling internet problems for all internet connections (ADSL, GPON, WI-MAX, HFC cables and Dial up).
• Troubleshooting IPTV issues for (HFC, Wireless “BWAS”, and GPON) IPTV connections.
• Handling mail, domain name and web hosting issues.
• Hands on experience with different operating systems (Windows and MAC).
• Providing excellent customer service to the customers and provide them with all the required information about our products and services.
• Providing analytical and technical solutions for all IT related issues.
• Implementing IT policies to define user's privileges as per their roles.
• Hands on experience in Active directory and Exchange server.
• Installing operating systems and configuring network printers.
• Full installation of Cisco routers and cabling for routers, switches and access points.
• GSM network Planning.
• Testing.
• Optimization.
• Setting the sites’ configurations and Attributes.
• Solving the problems of coverage and quality.
IT ( Information Technology ) major department IS ( Information system ) minor department GPA: 2.9 out of 4