Sr. IT Engineer - Cloud Infrastructure Management
Dubai Racing Club
Total years of experience :18 years, 6 Months
• Responsible for designing and commissioning the business infrastructure in the Azure environment.
• Currently working on the infrastructure migration for Dubai Racing Club, from on-prem resources to Azure. Project included planning and designing the cloud infrastructure, with minimal cost and optimization on different aspects like compute, storage, security etc. Currently in the deployment phase with VMs in place, Storage accounts being fine-tuned, user systems being integrated with the Azure Ad, and bulk data being migrated as planned. Azure backup configuration and costing for the same is in progress.
• Creation of new company account with Etisalat and migration of existing internet, landline and mobile accounts to the new account, coordinating with Etisalat, the company’s HR and Finance teams. The project involved the creation of a new account, creation of new Party IDs based on the different verticals involved and their TRNs, facilitating/ migrating the internet lines, landlines and mobile numbers based on requirements from these departments.
• Automation of several processes like deployment of VMs, VNets and Storage Accounts using ARM templates. This is currently in progress.
• Worked on migrating the whole business infrastructure to the Azure environment.
• Responsible for documentation and quarterly review of the company’s IT security policies.
• Etisalat Relationship Manager. Single point of contact for all telecom requirements from the company.
• Create/ Design IT Policies and Procedures to optimize IT Support Efficiency.
• Completed Infrastructure migration for Meydan Group LLC from on-Prem to Azure environment. Worked as a part of the team which designed and deployed the different aspects of the infrastructure like the VNets, Subnets, VMs, Storage Accounts, Security etc.
• Worked as a part of the team which designed and deployed the Azure cloud based infrastructure in the company.
• Worked on migrating the on-prem infrastructure to the Azure Environment, Migrated SAP HANA workload to Azure, Migrate Exchange 2013 to Office Online (O365), Active Directory to Azure Active Directory, workloads, and applications to Microsoft Azure.
• Responsible for enterprise level data storage and backup, both on-prem and on Cloud.
• IT infrastructure, System Administration & Service Delivery. Hands on experience in network design, maintenance, monitoring, Installation, commissioning, Integrating, Testing, Troubleshooting, Migration, Upgrades and technical support.
• Create/ Design IT Policies and Procedures to optimize IT Helpdesk Efficiency.
• Second level support/ mentor a team of IT Helpdesk Engineers. Set-up ticketing system and provided training on Best practices and standards. Evaluated latest technology innovations and adopted cost effective solutions.
• Implement, configure and organize IT infrastructure including switches, routers, VOIP systems, firewalls and network in general.
• Manage connection, configuration, and optimization of IT architecture of the organization. Configured IT LAN/WAN features.
• Responsible for managing data center operations and monitoring performance of all systems and network.
• Etisalat relationship manager for the organization, responsible for provisioning and maintaining telecom requirements of the organization.
- Part of the Centralized Group IT team.
- Single point of contact for all IT Issues in the organization. Role involves ensuring IT services meet the set SLA’s.
- Responsibilities include maintenance of data centers, data backup & facilitating user support.
- Create and maintain user accounts in the active directory.
- Execute enterprise level backup & offsiting. Maintain logs for the same.
- IT procurement and vendor management, including raising purchase requisitions, purchase orders etc.
- Documenting and maintaining all IT related activities in varied areas like Organizational data backup, Procurement, Support etc.
- Part of the IT projects team. Responsibilities include the design, setup and maintenance of IT infrastructure in various sites and offices within the Group.
- Manage and support domestic and international technical Dell staff providing help desk and technical support on issues related to Dell systems and accessories.
- Responsible for maintaining key technical metrics of the team and the technical performance and utilization of the team.
- Implement help desk procedures and processes and encourage firm wide IT policies.
- L2 Desktop/ Laptop, Network, Operating System & Software support.
- Provide supervision to technical staff and lead projects as requested by management;
- Backup and restore operating systems using Dell recovery tools like Dell PC Restore. Managed deployment of desktop and laptop images to user environment for Dell hardware, enabling installation, recovery and backup of the OS & data.
- Managed service contracts for all Dell equipment and services.
- Oversee and manage implementation of Customer Satisfaction programs, which assessed and identified strengths and weaknesses of technical support policies and procedures.
- Develop strategy/ products related presentations and attend discussions with the higher management/ product group and train the team based on them.
- Undertake and carry forward business/ self-initiated projects for both process and product improvements.
- Work directly with senior management to create department’s objectives.
Subject matter expert for Dell’s consumer, premium/ gaming systems. Mentor junior technicians, thus helping them get comfortable with the Dell technical support environment. Handle and resolve escalated issues. Facilitate in training of new hires in Dell-wide policies and procedures. Enhanced efficiency in all facets of Tech Support, including decreasing time of inbound calls, time spent per client, and internal documentation. Handle reporting on key metrics for the team.
Address and resolve technical issues with Dell’s consumer, premium and gaming line of systems. Handle and resolve the escalated issues. Assess, document, and resolve customer issues via phone, e-mail, and on-site consultations. Report/ Flag any outstanding issues to the Manager. Pilot process related initiatives by the team.
Address and resolve technical issues related to hardware, software or networking involving Dell’s consumer line of products, over the phone.