Senior Technical Support Engineer
Majid Al Futtaim
Total years of experience :13 years, 9 Months
Managing IT Support Center Operations under the Technical Assistance Center as Sr.IT Engineer providing IT Technical support for 5000 + Users from multiple entities of Majid Al Futtaim Ventures such as Majid Al Futtaim Leisure and Entertainment (Magic Planet, Ski Dubai & Ski Egypt), Majid Al Futtaim Fashion, Najm Finance,
Najam Call center and VOX Cinemas, across the Middle East Asia & African region
The Current Position I have handled numerous technical issues, vendor Coordination, Project Assistance, New Retail store implementation, Assist Retail application implementation ( MicrosoftD365, AX and CRM), Helpdesk Management, Process management, IMAC, Asset management, maintenance, implementation, Call center Operation, Dashboard installation, Migration and End User Technical issues for the Corporate, Branch, Retail Stores and Remote locations. Etc... (ME)
handles escalated incident from Helpdesk, Desk side Team, and End users.
Installation and configuration of computer hardware, operating systems and applications
Provide support to the following: Microsoft office 365 apps, Windows OS 10 installation, configuration for Laptops and Desktops. Configuration for Retail POS, Installation and configuration for Local printer, Network Printers Secure Printers Etc... LAN /Wi-Fi Connectivity through Cisco AnyConnect, configuring Palo Alto Global Protect VPN and Fortinet Client for end users, Cisco IP Phones - Cisco Desktop Agent login issues.
Provide Retails store Support to the following: Remote support to user PC’s/ Laptops / Printers / Retail POS machines and associated accessories includes receipt printer, Cash drawer, PDT and barcode scanners.
Remote support for applications - AX Dynamics Retail and Finance application, KOFAX Agility, Smart Admin CRM, Enajm, Zoom, Zoiper, Cisco jabber, AX Atlas, Intellect, Power BI, Appreciate Hub, Hyperion etc.
Develop, implement, and maintain IT Service desk policies and procedures. Acting as the escalation point for all requests and incidents related to IT Services
Monitoring and maintaining Users computer systems issues and networks.
Diagnosing and troubleshooting computer issues, networks, hardware and software issues and resolving it as per the agreed SLA. Experience in resolving issues related to Outlook (permissions, calendar sharing, delegation, Meeting setup)
Managing and Administering the Active Directory and Exchange Server, Office 365 Administration etc.
Setting up new users' accounts and profiles in Active Directory and setting policies for the users. Laptop Provisioning, Basic induction training for laptop usages, business application, share folders, IMAC, Printer access, and IT Policy and Procedures.
Isolating high, medium and low level of attacks and providing first level resolution understanding possible Impact on Network and if there is any major impact coordinating to security team.
Experience in Logging Incident / Service Request tickets in Ivanti LANDesk, Helpdesk ticketing tool received by Calls, Emails, Walk-in and through MS Teams chat.
Rapidly establishing a good working relationship with customers and other professionals, such as application team and vendors etc.
Assist internal customers with windows 10 OS migrations with focus on end to end ownership for customer satisfaction.
Maintain overall ownership of incidents & service requests ensuring that they receive resolution within the agreed SLA timeframe.
Responsible for high level troubleshooting escalated by the desktop and laptop End user Technical issues.
Client: Royal Charity Organization (Ministry of Bahrain)
Accountabilities:
•Actively involved in day to day operations and service delivery within the IT Department teams including IT Systems Head, Helpdesk, Network Services, Software Development and Business Analysis Team.
•Managed the client desktop environment, including asset management, security patching, OS Imaging, refresh cycles and budgetary allocation of equipment
•Managed IT assets and inventory directly reported to IT Systems Head regarding the operations of the service desk and its team on a monthly and quarterly basis.
•Installation, configuration and troubleshooting servers, desktop, laptop, printers and scanner
•Installation, configuration and troubleshooting of Windows OS and IOS.
•Installation, configuration and troubleshooting of desktop level applications like MS office, Adobe, AutoCAD, Design Software and Web Based internal application etc.
•Setting up Active Directory Policies and giving proper security privileges and access permissions to the users on file servers, terminal servers etc.
•Daily monitoring, administration and configuration of the AD and Servers.
•Effectively coordinated with Vendor of the access control and CCTV systems for right implementation and negotiations.
•Assist the users in setting up LCD projector, laptop, and screen for presentations and meetings.
•Assist in the implementation of new servers and data centers and ensure completion within the agreed timeline
courses: Certified Technology Specialist (MCTS) •Microsoft Certified System Engineer (MCSE) •CISCO Certified Network Associate (CCNA) •Computer Hardware &networking (ITEC) (Information Technology Education Council) •SERVICE LEVEL QUALIFICATION •HP Slim line Desktop 450-0xx and Compaq (
BBA Business management and Administration
3 year Diploma in computer Hardware Engineer