IT Support Coordinator
Fairmont The Palm
Total years of experience :13 years, 8 Months
Responsible for the IT training for all Hotel Stall
Monitoring and controlling inventories for all IT related software and hardware Establishing a system audit procedure
Providing systemic daily data backup, retrieval procedure and ensuring that all backup jobs are according to schedule
Assisting the Director of IT in the yearly Budget
Ensuring that all hardware and software are supported by proper maintenance contracts
Implementing, reviewing and complying with all security measure identified in the IT security and e-manual
Managing the group policies under the Active Directory
Server, Workstation, network and software setup
Recognition and Reconfiguration the Network of both admin and guest
Maintaining Micros software and hardware
Building IT inventory for all IT equipment
Assisting our network company providing for network switches installation
Responsible of achieving the IT department goals, in terms of Guest’ satisfaction and adopting corporate standards
Responsible for negotiating and finalizing maintenance contract, for operational software, PABX, photocopying and computer related hardware.
Specialized Skilled
Installing, Managing and repairing (Windows 7, XP, 98, ME)
Install Windows server (2003, 2008)
Good Skills at Microsoft Office application
Installing, Managing and repairing Networks
Good experience at Hardware
• Monitor customer networks using various network tools, PRIG, Tracer, PRTG and MNM (Microsoft Network Monitor) to take proactive actions on real-time problems
• Maintained router and switch configurations updated and changed configurations depending on corporate requirements and documentation.
• Technical support on the telephone calls and on site installations to Online Technical Support Department.
• DSL installations and Operations. Connection activation and Deactivation on DSLAM. Live IP Core Network Monitoring over Network Monitoring System (NMS).
• Respond to customer queries and problems via email and telephone and log and update using the call logging facility
• Assisted users with policies and procedures for setting up conference calls, new accounts, web/network issues
• Worked with Corporate (B2B) customers with technologies like ADSL, ISDN and Frame-Relay.
• Liaise with field engineers & customers with regards to fault resolution and monitor and control the subsequent repair process
• Meet expected SLA’s and escalations as required and defined in the SLA
• Carry out planned, routine tasks and Operate activities as scheduled or required.
• Conduct trend and root cause analysis to identify service and process improvements.
• Escalated issues as needed and maintain communication with customer and technical terms. Extensively utilized remedy to record and track issues.
• Cisco Routers 2600, 2800, 3600, 3700, 7200 Terminal Servers 2511, 2509
• Cisco Switches 2900, 3500, 3700, 4500 and 6500 series
• Support applications including office suites, multiple email and browser systems, scheduling applications.
• Assembling and system maintenance. Loading the standard software troubleshooting the installed networks.
• Troubleshooting the installed networks, setting up workstations.
• Troubleshooting LAN/WAN T1, T3 lines, cable and installing networks into buildings
• Facilitated installation and handled network - personal printers based on the organizations set guidelines.
• Resolved all kinds of network printers’ troubleshooting; coordinated with vendors on hardware replacements.
• Give support on Win 7/ Win 2003 / Win 2000 / NT 4 / win XP environments and their associated servers, checking CPU/ file system utilities etc.
• Administration / Configuration of the CMTS (Cable Modem Termination System)Monitoring the Servers and the Cable Modem Termination System (CMTS).
• Installation and testing of Servers, different hardware, copper and fibre data cables as per customer requirements
• Support applications including office suites, multiple email and browser systems, scheduling applications.
• Assembling and system maintenance. Loading the standard software troubleshooting the installed networks.
• Active Directory/Exchange Creating Email Accounts, Giving VPN Access, Resetting Passwords, Responsible for creation and monitoring email and AD accounts.
• Frequently use Terminal Services to connect remotely to Windows Servers to investigate & troubleshoot problems
• Managed assembling of servers such as DELL Power Edge Servers and HP Proliant servers; installed basic OS and supporting software according to organizations’ policies.
• Liable in LAN network operations’ maintenance which includes limited hardware- software installation, set up, documentation, administration, technical maintenance plus user support.
• Used logon scripts to map printers and network drives via group policy, administered folder redirection via group policy.
• Troubleshooting the installed networks, setting up workstations.
• Identified systems reliability and security by performing regular network backups plus audits.
• Handled Blackberry configuration for company users, troubleshot and reconfigured as necessary.
• Kept, tracked and documented hardware - software inventory.
• Troubleshooting the installed networks, setting up workstations.
• Installation/Upgrades of Hardware Peripherals.
• Conducted training to consultants and users on various IT resources used by the company, provided knowledge on how resources work - affects the users.