Senior Managed Services Engineer

• Aug 2023 - Present

Training Consultant

• Jun 2023 - Aug 2023

Technical Team Lead

• Nov 2022 - Aug 2023

Bears same responsibilities and tasks in the Technical Team Lead role in MOQ Digital.

Technical Team Lead

• Nov 2021 - Nov 2022

Overall, I carry out four primary tasks in my role:• Service Level Management• Building Team Capability• Capacity Management• Organizational ComplianceService Level management involves monitoring and managing the After-Hours Service Desk Team case backlog to ensure delivery of services in line with documented procedures and SLAs. The responsibilities also include reviewing case escalations, preparing and dispatching post-incident reports, participating in customer meetings, providing feedback to improve services, organizing feedback from call coaching and customer sentiment surveys, and executing monthly spot audits on cases in terms of ticket hygiene and submitting feedback to engineers.Building Team Capability involves identifying, mentoring, and coaching team members on career paths, recommending training solutions to improve efficiency, encouraging, and implementing knowledge sharing across the service desk, and maintaining knowledge base articles.Capacity Management involves conducting weekly team meetings, tracking the progress of team improvement strategies, planning staff leaves while maintaining service delivery, analyzing team utilization and managing resources efficiently, delegating work to increase efficiency, and overseeing after-hours operations to ensure engineers are following best practices and procedures for Incident Management, Service Request Management, Operational Level Agreement compliance and Escalations.Organizational Compliance involves ensuring all core applications used by customers are documented and kept up to date in Confluence with regard to their dependencies, escalations, and ownership. Also, it includes adhering to organizational and ITIL processes and frameworks and ensuring tasks performed by engineers comply with them. Show less

Senior System Engineer

• Sep 2020 - Nov 2021

Performed the same tasks and bears the same responsibilities mentioned in the previous role. Additionally:- Resolve L2 and L3 issues where systems engineers could not resolve- Perform root cause analysis for the major incidents and high-priority incidents- Train new Engineers

System Engineer (L1/L2)

• Sep 2018 - Sep 2020

• Handling cases related to Microsoft AD, E-mail, Azure, Citrix, Office 365, File & Printer services, 3rd party desktop applications and basic network troubleshooting.• Proactively pick up cases from the SD queue and worked on them as per the SLA.• Install, configure and troubleshoot Microsoft applications and other 3rd party applications used by the clients.• Handle Level 1 and Level 2 technical support requests & provide Level 3 support on demand.• Manage customer expectations and ensure stakeholders are notified of progress of cases.• Update and maintained Athena articles (Knowledge Base Articles) related to customer account.• Manage resource management for on-sites during SD after hours period.• Perform root cause analysis on recurring incidents reported.• Overlook NOC operations during afterhours by responding to alerts received on the NOC mailbox and operated according to the Operational Level Agreement(OLA).• Maintain phone etiquette as per MOQdigital soft skills standard.• Adhere to recommended ITIL processes when dealing with support requests . Show less

Technical Support Executive

• Jun 2016 - Sep 2018

• Provide Technical assistance for SOHO Clients in US, UK, AUS via Remote Desktop Platform. • Troubleshooting Windows , Mac computer systems and Networking appliances remotely. • Handling L1/L2 level issues and escalate higher sessions to relevant department. • Create incident tickets, update tickets , renew & transfer customer subscriptions. • Maintain 95% rate of Customer Satisfaction of the service. • Provide Technical assistance for SOHO Clients in US, UK, AUS via Remote Desktop Platform. • Troubleshooting Windows , Mac computer systems and Networking appliances remotely. • Handling L1/L2 level issues and escalate higher sessions to relevant department. • Create incident tickets, update tickets , renew & transfer customer subscriptions. • Maintain 95% rate of Customer Satisfaction of the service.

Networking Intern

• Feb 2015 - May 2016

• Configure & troubleshoot HP , Juniper, Extreme network switches & firewalls • Research and configure technical solutions for POC, Demonstration • Configure and deploy Solar Winds, Junos Space log and event manager. • Configure and create Bill of Materials for Projects. • Specs inspection of Servers and network switches for govt tenders and projects . • Installation and configuring CCTV. • Installation, configuration & termination single mode multi-mode fiber. • Installation server racks,patch panels , switches of Data Center. • Configure and deploy HP, Aruba wireless solutions. • Structured Network Cabling. Show less