Service Activation Engineer

• Jul 2023 - Present

Technical Support Engineer

• Aug 2019 - Jul 2023

o Ensuring a 95%+ SLA in issue resolution for 100+ users based on ticket-based tracking system with maximum employee satisfaction. o Consulting the store employees over phone, email & onsite visits regarding various IT services for their business. o Ensure all IT-POS systems are working under organization’s Active Directory (AD) following PCIDDS standard. o Mail management including installation and configuration of Office365 applications, mailbox quotas and assigning required features using different mailbox policies for employees. o Planning and execution of changes in Retail-IT infrastructure in accordance with established organizational policies, standards and procedures. o Configure, monitor and troubleshoot network devices like Router (Cisco), Switch(Cisco,HP,Huawei), Firewall(Sonicwall&Forcepoint) and Access Point o Ensure the data backup and disk space for users & DB server and deals with MySQL. Key Projects: • Planning and procurement of IT infrastructure for new stores and setup, deployment & management of network structure. [Al Maryah-Galleria Mall, Nakheel Mall, Grand Mosque-Souq Al Jami, Mushrif Mall & Shamkha Mall] • Lead the migration of Cisco Switches in all the stores of Dalma Mall, Yas Mall, Abu Dhabi Mall and Al Wahda Mall. • Lead the migration of Microsoft Azure Symphony rollout in Starbucks. • Lead the implementation of Forcepoint firewall in the malls and standalone stores in UAE (N51, N331, 1105) Show less

IT-Network Engineer

• Jan 2018 - Feb 2019

o Planning and procurement of IT infrastructure for new administration office and setup, deployment & management of network structure.o Execution of changes in IT infrastructure that helps the client company to run safely and securely with maximum employee satisfaction. o Router: Break, Backup, Reset and Reconfigure Cisco Routers (1800,3800) o Switch: Setup, test & place Cisco switches in required region. o Firewall: Hands-on experience with Sonicwall (3500,3600), Fortigate (200D) and Cyberoam (1500iNG, 50iNG, 25iNG, 15iNG). Knowledge in Barracuda, Peplink and Check Point.o Monitor the operations of network devices and ensure working fine.o Schedule backups of computers and servers to NAS devices.o Update beta hostings in servers inside Datacenter from the developers.o Update the firmware lisences, anti-virus, softwares and OS on time.o Replace and rearrange servers inside datacenter.Key Projects:• Planning and procurement of IT infrastructure for new administration office and setup, deployment & management of network structure.• Implementation of an IT helpdesk & support ticketing system.• Streamlining of the IT procedures and practices which resulted in lower IT related downtime.• Lead and Implement the project for the implementation of Cyberoam firewalls in the branches of client.• Maintain and manage Cisco routers in all the branches of client.• Setup new rack inside Datacenter with Servers, switch and firewall. Show less

IT-Technical Support Engineer

• Jul 2017 - Jan 2018

o Provide IT support to users on daily issues on timely manner and streamlining of the IT procedures and practices which resulted in lower IT related downtime.o Examine monitoring tools (PRTG, Centreon, Zabbix, Nagios) and manually monitor the servers and networking devices inside datacenter. Also Manage daily repair needs and document all inspections & maintenanceo User & Server data backup using windows backup feature & EASE US Backup software.o Update beta hostings in servers inside Datacenter from the developers.o IP phone (Avaya & Grandstream) & WIFI access point configuration. Show less