Experience

edara

• Technical Support Team Lead



edara

• United Arab Emirates
• Telecommunications
• 1 - 100 Employee

• Shift Lead

  • Jan 2021 - Present

  • Create, maintain and improve operational work instructions • Develops and maintain metrics for data driven reporting, analysis, and proactive improvements • Identify process based improvements that generate operational and financial efficiencies including the development and presentation of the business case • Knowledge of performance management & critical awareness methods and implementation standards • Manage large infrastructure projects • Establishes policies, procedures, standards and operating processes that ensure the highest operational effectiveness • Execute all aspects of data center operations including the operation, maintenance and repair of all mission critical equipment and systems supporting a 24x7 data center operation to achieve 100% uptime and 100% compliance with all customer SLAs • Manages provisioning of data center services including colocation, connectivity, raised floor services, deployment and any additional services to be delivered to data center customers • Supervise local engineering team to ensure adherence to standard operating procedures, sequence of operations and maintenance standards to guarantee execution of Digital Realty’s periodic maintenance program and maintenance calendar. • Develop, implement and audit local standard operating procedures, sequence of operations and maintenance standards to be in compliance with Digital Realty’s standards and industry best practices. • Supervise local change management processes including the review and approval of all Method of Procedures (MOPs) for maintenance and one-time/emergency repair events in coordination with onsite personnel, contractors and customers. • Managing technicians’ performance, and serving as an escalation point for issues requiring escalations. • Assist with daily operational duties including shipping and receiving and facility walkthroughs. • Evaluate scheduling to cover 24/7 operations - this includes interviewing and hiring applicants. Show less



datamena

• United Arab Emirates
• Telecommunications
• 1 - 100 Employee

• Fixed & datamena Business Assurance Specialist

  • Sep 2017 - Dec 2020

  o Make sure the target budget meets the actual numbers.o Process Owner of the SLA breach and Validation of Credit Noteso Revenue Reconciliations and Partner’s payment revalidation and reconciliation with Cost of Sales/Customerso Handled Purchase requisition/Purchase Order for the Data Center Operational Requirementso Enhancement and Optimization of existing process by taking inputs from customers and coordinating with all internal stake holderso Support Technology in all service related matters, including the managing of disasterso Support operational level planning and optimization of services, escalation and resolution for all service performance related technical issues• Technical Planning Excellence:o All system testing procedures and test results. Lead, manage and conduct acceptance tests.o Familiar with all types of change request with relates to network and preventive maintenanceo Efficiently provided technical feedback to the design team on the improvements of design aspects according to the practical experience obtained from on the siteo Creating technical BOQ and technical project proposal including processing of PR/PO. o Maintaining RACI model to ensures that appropriate action is taken at the right time by Customer & Infrastructure operations teamso Governance of new infrastructure deployment such as UAE-IX, datamena IP-transit to provide services to customerso Coordinate with international and national Carriers and Partners (eg: Equinix and DECIX) for service related matterso Monthly/Quarterly Service Review Meeting with customer to provide overall Service enhancement plan and also know about new requirements and expectationo Create and Update the Service Operating Manuals where customer has complete Guidelines for all Operational requirementso Validation and Approvals for any SLA breacheso Continually obtain performance feedback from customers Show less

• Service Management Specialist

  • Sep 2015 - Sep 2017

  • Ensured the highest level of customer satisfaction in all customer dealings, on both internal and external customer level• Support datamena Service Delivery Manager in project management and the turning-up of new datamena Clients, plus adding additional services for existing clients• Projects progress reporting and on-time delivery• Ensured effective preparation of necessary daily technical reports that reflect project progress, update and related issues to the line manager.• Assist in executing technical changes to support operational guidelines• Follow up with the System Integrator and suppliers for material availability, delivery & Installation. • Monitored infrastructure/cabling daily and weekly tasks that to be carried with system integrators, clients, consultants and contractors. This may include arranging for equipment, meeting & site inspections to the related sites and assigned projects.• Managing reports progress, activities, team dependencies, alignment, risk, deadlines and associated requirements and material call offs.• Maintain as-built international and national connectivity documentation for datamena clients and services• Support operational level planning and optimization of services, escalation and resolution for all service performance related technical issues• Maintain communication with team and management to ensure that work will be completed on schedule and in compliance with established practices• Prepare written reports and other technical documentation to communicate ideas, concepts and details necessary to accomplish specific goals• Responsible for sharing updates and status of field / site activities to each team member• Guarantee that timely escalation is deployed to ensure that KPIs / SLAs are met All work carried-out within the datamena Servicedesk Support Office being performed on a RFT (“right-first-time”) basis (ie: eliminate rework) Show less

• Support Engineer in datamena datacenter

  • Sep 2013 - Sep 2015

  • Provide support to Technical Support Desk and Technology Teams for troubleshooting, supporting and managing services for datamena clients• Monitor and maintain the datamena DC infrastructure• Provide Hands & Eyes support to datamena clients residing in DC and meet SLA response times for handling any TT (trouble-ticket) or critical CR (change-request)• To work in rotate-shifts 24/7/52 and provide on-call and site support, as required• Staff the datamena Servicedesk to provide service support to TSD and datamena clients for monitoring, troubleshooting, reporting, escalations, etc.• Perform, or assist in taking parts inventory and order repair parts to ensure sufficient parts for daily support activities• Maintain inventory of parts needed to replace or repair for systems and managed the internal storage services.• To provide and follow-up proper RMA for any faulty equipment to assure the availability of the equipment• To solve problems and create workaround solutions to get systems up-and-running until the correct replacement part is available• Provide timely trouble-ticket updating and escalation support to ensure that problems are escalated appropriately• Meeting of service restoration times and Provide incident reports for Clients within agreed timeline• Manage outside working hours support and troubleshooting• Deal with network crises and emergencies at anytime• Experienced with experience of configuring and troubleshooting Cisco routers / switches and data network systems• Ability to use a variety of power and hand-tools, cleaners and test equipment related to the maintenance and repair of data network equipment• Providing Structural network cabling upon client request.• Providing support on UTP cable termination, fiber cable termination, transmission circuit testing, IP circuit testing. Show less



du

• United Arab Emirates
• Telecommunications
• 700 & Above Employee

• Network Engineer

  • Aug 2008 - Sep 2013

  • Installing / implementing & designing Network elements i.e. Active equipment and communication systems for Du Site offices, Customized Solutions, du Internal / IBS projects. • Installing new Cisco/Huawei equipments, planning and designing the network solution. • Planning and implementing future development projects and carrying out scheduled site surveys in providing clients with required du network services. • Responsible for the setup for Production in Network Deployment (PND&SP) team Project. • Outsourced to Du Telecom working with Implementation Team as Fixed Access Network Consultant/Engineer. • Responsible for the complete setup and management of all Du Residential Projects, Commercial Projects & Retail stores throughout UAE consisting of the followings: • Local Area Network constituting Cisco, Huawei and Net Screen Products. • WAN connectivity to the main site through site to site VPN, ADSL and ATM links. • Planning, designing and implementation of Network solutions to enhance and expand the current cliental network infrastructure of EITC (DU). • Installation, Configuration & Activation of Cisco, Huawei, GPON and Packet front equipments & ensure their access to existing Production network. • Testing of Triple Play services till customer premises for Network infrastructure projects. • Managing the roll out of new equipment and systems, and ensuring that corrective and preventative measures are performed on existing equipment and systems. • Fibre optic cable & Cat3, 5 &6 - Planning, Designing, patching and interface equipment operation and maintenance. • Installation and configuration of MALC devices like ZHONE. • Testing of triple play services on MALC devices. Show less



BLUEBHARATH EXIM PRIVATE LIMITED

• India
• Food and Beverage Manufacturing
• 1 - 100 Employee

• System Administrator

  • Jan 2006 - Feb 2008

  • Administrate and maintenance Active Directory such as setting new active directory, creating users & group policies and setting up the permissions. • Maintenance and troubleshooting Windows server 2003 Active Directory. • Troubleshoot all TCP/IP, and network connectivity issues. • Setup and maintain Routing and Remote Access servers. • Installation and Configuration of Servers such as Web Server and Print Server. • Setup and maintenance network printers. • Create and restore Windows XP and 2000 RIS images and Ghost images as a method to reduce setup and rebuilt time. • Having good knowledge in Remote Desktop, Remote Assistance and Team Viewer Tight VNC server. • Configuring and Maintaining VPN through PPTP, L2TP and NAT. • Maintenance of Networking Product Router, SWITCH and Firewall. • File Server Management and Domain User Management. • Routine backup on Windows NT Backup through DDS Media. • Installing, Configuring and Troubleshooting Network LAN and WAN. • Assembling, Installing and Troubleshooting of PC’S. • Servicing & Troubleshooting of Hardware & Desktop System Devices. • Diagnose hardware and software problems, and replace defective components. • Installing, Configuring and Troubleshooting OS in Microsoft Platform. • Troubleshooting of Printer (DeskJet, Laser and Dot Matrix). • Prepare and maintain documentation of network configuration. (IP addresses, and cable labels, service list, servers and desktops asset list, licensing). • Coordinating with vendor for Machines, system accessories. Show less