IT Service Manager
Jet Aviation
Total years of experience :17 years, 11 Months
Manage IT Service Delivery across the offices in UAE.
Manage IT infrastructure of UAE offices.
Manage local service desk operations.
Manage IT projects across the offices in UAE.
IT vendor management.
Manage 300+ users in the region.
Desktop Technical Support for the users based in GCC countries. The support for the remote locations are provided using the tool windows remote assistance.
Installation and deployment of computers using Windows SCCM version 2012.
Manage and Administration of Windows 7 and Windows 10 computers.
Manage the SCCM computers using Microsoft configuration manager console.
Manage, Administration and maintenance of Active Directory for the GCC countries.
Installation, Configuration & Administration of DELL Servers for GCC Countries.
Installation and configuration of VMWare ESXi 5.1 & ESXi 5.5 virtual host machines.
Installation and Administration of Windows 2012 64 bit servers on VMWare Virtual Host Machines.
Installation and Administration of Windows 2008 64 bit servers on VMWare Virtual Host Machines.
Administration of VMWare virtual servers added to the vCenter using vSphere client.
Installation and Administration of standalone Windows server 2012 64 bit.
Monitoring and administration of the Avamar backup servers.
Manage DHCP Servers of the GCC offices.
Assist the global IT team for delivery of new IT services across the region.
Manage the IT projects in the countries UAE, Qatar & Bahrain.
Use HP IT Service Management (ITSM) tool to:
Take ownership of the IT support request ticket opened by the helpdesk corresponding to the GCC countries, investigate the issue, work on the issues, resolve the issue and close service ticket in ITSM as per the SLA.
Create Change Requests.
Create service request ticket which needs the global IT intervention of external support.
Create incidents or master incidents in ITSM if it occurs.
Maintain and Manage HP ITAM with the accurate list of hardware and software details and its distribution details for the GCC offices.
Administration of Cisco routers and Cisco switches of the GCC offices.
Manage the VPN connections of the GCC offices.
ISP Management (Etisalat & Du in UAE, Batelco in Bahrain, Ooredoo and Vodafone in Qatar).
Mobile phone management and mobile plan management as per the policy and SLA.
Support and Manage AirWatch MDM agents in Smart phones including iPhone/iPad, Androids and Windows phone.
Manage office 365 accounts for UAE, Qatar, Oman & Bahrain.
Manage the Mac machines and Mac operating systems
Administration and permission management of the file servers and print servers.
Manage the IT Budget for UAE, Qatar, Bahrain & Oman.
Procurement of the IT hardware & software.
Vendor management & negotiation.
Maintain & monitor the AMCs of IT contracts for local and global services.
Support for SAP on first level.
Housekeeping of all valid software and hardware licenses.
Lync telephony assessment for MENA region.
Lync Telephony deployment team member for the MENA region.
Administration of Avaya IP 500 phone system.
Support for the Time Management biometric devices for the GCC offices.
Server Administration:
Installation, Configuration and Maintenance of Servers (Windows 2003 & Windows 2008)
Administration of the Exchange Server 2003
Configuration & Administration of the Active Directory
Creation of user accounts for the new users, Assigning user rights, Deletion of user accounts
Configuring the Data backup of Servers & evaluation of the backups
Ensure the installation of the operating system updates.
Administration of the ERP Server
Administration of the Oracle 10g & MS SQL Server Databases
Worked with HP Tower Servers with Dual, Xeon and Quad Core Processor
Desktop Administration:
Installation, Configuration & Administration of the client computers (Windows XP, Windows Vista and Windows 7 and Mac notebooks
Configuring the E-Mail clients for the users.
Configuring the backup of the desktops
Ensuring the installation of new Microsoft updates
Administration of the Antivirus software
Troubleshooting of the desktops and laptops.
Network Administration:
Administration of the existing IT network infrastructure
Administration of CISCO catalyst switches
Administration of Linksys routers
Administration of the wireless access points
Administration of VPN
Installation of the network printers
Administration of the Firebox Watch Guard
Configure mails on blackberry, iphone and ipad
Administration of Windows Servers: windows Server 2003 & Windows Server 2008
Administration of Active Directory
Administration of Exchange Server
Administration of Linksys Router
Administration of Network Watchguard
Administration of Email Services
Administration of the Company Websites
Administration of Desktops (Windows 7, Windows Vista, Windows XP, Mac Book)
IT Support for Remote Office Locations
Installation & Support of Printers
Scanner and new IT Devices/Technologies
Installation and administration of the Windows 2003 Server Environment.
Installation and configuration of anti-virus and anti-spam policies.
Creation of new users on server, assigning rights and permission, home folders
Creation of E-Mail addresses.
Configure the lotus note clients for the users.
Manage the domain names of the company.
Filtering of the network using bluecoat proxy application.
Installation and administration of client computers
Maintain the back-up of Servers and computers.
Troubleshooting of computer issues and network issues.
Support for office IT setup and upgrades across the country.
ISP Management
IT Vendor management
Engineering Degree in Computer Science & Engineering