Experience

TrendPac

• Austria
• Consumer Goods
• 1 - 100 Employee

• Information Technology System Administrator

  • Jul 2022 - Present

• Information Technology Support Engineer

  • Aug 2020 - Jul 2022



Emirates

• United Arab Emirates
• Airlines and Aviation
• 700 & Above Employee

• Information Technology Consultant

  • Dec 2018 - Apr 2020

  • Responsible for restoring IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External clients. • Second Level Support for all IT incidents and service requests (installation, reconfiguration & move) to staffs and high-profile clients • Basic maintenance of Windows Servers with assistance from Server team • Plan, facilitate & coordinate Continuous Service Improvement measures (SIPs) • Carry out network infrastructure solutions and other requested service as per the procedures provided by the Network team • Adhere to the audit & finance regulations related with IT assets using the company provided processes and Inventory Management systems. • Provides technical advisory/consultation on IT equipment selection, installation & system testing. Show less



New York University Abu Dhabi

• United Arab Emirates
• Higher Education
• 700 & Above Employee

• Information Technology Support Engineer

  • Jun 2016 - Nov 2018

  • Responsible for all areas of systems infrastructure and development including telecommunications, security, help desk services and hardware acquisition. • Initiated and oversees Incident Queue Management • Provides troubleshooting and configuration support for client desktops/laptop including but not limited to Windows 10 & MAC OS X • Manages technical services of Windows infrastructure, including Active Directory, Group Policy, Active Directory Services, Active Directory Group Policy Objects (GPMC), DHCP, Terminal Services, DNS Server, File Services, Network Policy and Access Services etc. • Provides support for Residential areas of NYUAD (Campus TV, ADSL and IP phone support) • Maintain operation of AV equipment • Cisco VoIP Phone Systems management • FollowMe printing support(Pharos Printing) for Windows and MAC desktops • Handles OS upgrade and re-installation project via LANDesk management suite for Windows and Deploy Studio for Mac • Remote assistance and Antivirus support by using LANDesk and Trend Micro AV management. • Renders desktop support for more than 1500 users. • Provides technical and procedural training Show less



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Shared Services Engineer

  • Sep 2014 - Jan 2016

  Symantec Endpoint Protection Manager Administration- Responsible for the operations and administration on all SEP Client devices- Perform SEP client upgrade from old ver to new version 12.1.4013.4013- Perform day-to-day operational monitoring and remediation of IT security threats (Endpoint Status, Virus & Risks Activity Summary, Windows Definitions, health state)- Daily distribution of protection content for those machines definitions older than 3 days- Perform preventive maintenance through manual update on all Australia Devices- SEP Daily Management Reporting- Deploy Communication Update PackageIT Client Manager (ITCM) - Responsible in installing CA IT Client Manager Agents- Validate agent deployment- Monitor job status- Publish software and renew failed jobs- Provide technical support - Provide ITCM report using DSM reporter Show less

• Remote Desktop Support

  • Mar 2012 - Sep 2014

  - Third line of support for computer hardware and software issues, which includes support for Windows 7, XP, Mircosoft Office applications (Word, Excel , PowerPoint, Outlook.), and break- fix issues- Printer management (setup, installation, and troubleshooting)- Installs and configures software on end user desktops- Provides assistant through remote support to field engineers- Creates and updates incident management processes- Member of Fujitsu Security Team who handles infected computers- Works with Novell System (Novell XP Client, GroupWise, RConsoleJ)- Responsible for maintaining email, file and print servers using BrightStor Arcserve Backup software- Monitors and updates Server Daily Backup List - Provides technical updates and training for the new hires Show less



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Remote Desktop and Virtual Desktop Infrastructure Engineer

  • Oct 2010 - Mar 2012

  - Second line of support for computer hardware and software issues, which includes support for operating systems (Windows XP/Windows 7), Mircosoft Office applications (Word, Excel , PowerPoint, Publisher, Access, etc.), and break- fix issues- Second line of support for customer’s CBAs (critical business applications)- Printer management (setup, installation, and troubleshooting)- Manage the service requests queue, which includes processing of requests for software install/uninstall and setup, air card installation and setup, and Blackberry email activation, tethering support, and hardware problems- Responsible for the resolution of the tickets handled within agreed SLAs- Provides technical updates and training for the Servicedesk- Administer SharePoint site for the supported account- Responsible for creating and configuring master desktops and templates, clones, production desktops, and test desktops using Citrix Access Management Console and Citrix XenCenter- Responsible for maintenance of the virtual desktops and the servers that houses them to prevent high CPU usage and system downtime- Troubleshoot issues inside the virtual desktops, including operating system, office applications, and CBAs- Virtual machine and user account management through Active Directory- Responsible for the resolution of the tickets handled within agreed SLAs- Make sure that all tickets being assigned to the team is aligned with Incident Management process and ITIL Show less

• Global Service Desk

  • Oct 2008 - Oct 2010

  - Provides professional first level servicedesk support for all internal hardware, software and peripherals in accordance to our ticket SLA. - Log accurate records of all support incidents to include problem description, troubleshooting methods, conversations with customer and resolution.- Handles password reset different application ex. AS400, SAP, AD, CTI, DMS, etc.- Application support for Microsoft Office (Outlook, Word, PowerPoint, Excel)- Works with other support team on critical issues.- Spearheaded email request process- Provides trainings for colleagues regarding Technical, Process and Best Practices. Show less