Service Desk Team Lead/Sr Service Engineer
Ali Bin Ali Technology Solutions
مجموع سنوات الخبرة :16 years, 9 أشهر
• Coordinate and delegate the responsibilities of Service Desk and Onsite Support Team
• Engaging support as needed to ensure SLA demands are met.
• Managing requests through ticketing tool as per ITIL standard.
• Adding case resolution to Knowledge Management System.
• Coordinates closely with internal sales, sales support, and service resources to align solution design with customers’ business requirements
• Configures and documents software, hardware and service solutions to meet customer and sales objectives.
• Provide Solutions and Quote through Dell Solution Configurator to the Sales Account Managing Team
• Providing assistance in planning, designing, racking /installation, configuration and maintenance of new and upgraded data center equipment’s including.
Dell PowerEdge Rack, Tower and Modular Chassis and Blade Servers.
Dell PowerVault MD, Equallogic and Compellent SAN storages.
Dell Powerconnect and Force10 Switches Racking/Stacking, Cabling and Patching
Virtualization using VMware and Hyper-V.
Backup solutions installation and checkups with Dell PowerVault Tape Libraries.
• Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for Industry Standard Servers, Storage, Backup Tape Library’s, SonicWALL firewall and networking products.
• Windows server 2012 and 2008 operating system maintenance and maintain level of member server system security by applying service packs and security patches, create printer objects and access control lists, backup/recovery.
• Active Directory Installation and configuration, adding and maintaining clients, user and groups.
• Host and maintain server, patching and software upgrades, Volumes and partition management and hardware migration.
• Assisting end users to avoid or reduce problem occurrences through planning and onsite supervision.
• Work in 24x7 environment, supporting Dell/HP customers by coordinating with vendors/suppliers for ordering spare/consumable parts and installation onsite (Next Business Day/ Pro Support etc., ).
• Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical).
• Proactively assisting and performing Preventive Maintenance internal or external businesses and end users to avoid or reduce problem occurrence.
• Providing direction and guidance to process improvements.
• Articulating recommendations and explain resolutions to clients.
• Preparing and maintaining procedures and documentation for System inventory, and recording diagnosis and resolution of system faults, enhancements and modifications to networks, and maintenance instructions.
• Managing Clients accounts, Providing Solutions and Support
• Team Leader for Various CCTV Implementation Projects
• Installing, Configuring and Maintenance of DELL Servers, Workstations, Desktops & Laptops
• Installation and configuration of VOIP using 3CX
• Installing, configuring and administering Active Directory Environment
• Installing, configuring and administering DNS, DHCP, IIS, and WINS etc.
• User and group account management.
• Process and Backup management.
• Maintaining software installation, removal and updating
• Disk administration and file system creation.
• Maintaining workstations & servers running on Windows 2008 and 2003 server, Windows 2000 Professional and Windows XP Professional.
• Security administration.
• Rectification of server related errors on client-side systems.
• Extensive knowledge in building, maintaining and administering Windows Domain Environment.
• Configuration and maintenance of Windows Exchange Servers.
• Installing, configuring Cisco Switches and Routers
► Providing MCSE and PC Hardware Training for Students in the Academy
► Installing, Configuring and Maintenance of Desktops and Workstations
► Installation and configuration of Windows Networks
► User and group account management.
► Maintaining software installation, removal and updating
► Disk administration and file system creation.
► Maintaining workstations & servers running on Windows 2008 and 2003 server, Windows 2000 Professional and Windows XP Professional.
► Security administration.
► Rectification of server related errors on client-side systems.
► Extensive knowledge in building, maintaining and administering Windows Domain Environment.
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