Experience

Mercer Financial Services Middle East Limited

• Senior Analyst - Onsite Technical Support

  • Mar 2008 - Jun 2020

  Dubai, United Arab Emirates • Performs 2nd / 3rd level troubleshooting and resolution of desktop technology problems by providing onsite and remote support. • Installing, maintaining and troubleshooting of IT platforms and systems - Windows OS, Mac OS & applications, computers, mobile devices, video conferencing, telephony system, meeting rooms and office equipment’s. • Monitor Service Desk call logging system ensuring to respond to incidents within SLA or within a timely manner with appropriate level of urgency… Show more • Performs 2nd / 3rd level troubleshooting and resolution of desktop technology problems by providing onsite and remote support. • Installing, maintaining and troubleshooting of IT platforms and systems - Windows OS, Mac OS & applications, computers, mobile devices, video conferencing, telephony system, meeting rooms and office equipment’s. • Monitor Service Desk call logging system ensuring to respond to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with end users on all issues. • Performs advanced Microsoft Active Directory to support end user issues or business requests. • Procurement of hardware and software as per the corporate policy and maintain accurate record of the corporate assets. • Supports events, such as infrastructure changes, software releases and BCP etc. • Provides technical training to end users with onboarding of systems and applications. • Participates in IT projects including office moves and infrastructure deployments. • Member of Global Virtual Desktop Infrastructure (VDI) support team performing support of tickets that cannot be resolved by the Global Service Desk or Remote Desktop Team by the use of VDI technology and tools to perform tasks such as performance troubleshooting, resolve connectivity issues, and application support along with resolution of VDI incidents and requests to agreed SLA targets. • Member of Planning and Remediation (PaR) Global Practice team performing various critical remediations on end user machines; responsible for all the Middle East sites, updating PaR SharePoint site upon completion and providing weekly update to the Global team leads on the progress. • Performs Technical Advisory Group (TAG) meetings with the business on a schedule to accurately and completely record all outputs from TAG meetings. Follow-up and close-out on all assigned actions resulting from TAG meetings. Show less



Commercial Bank International

• United Arab Emirates
• Banking
• 700 & Above Employee

• IT Operator

  • Sep 2006 - Sep 2007

  Dubai, United Arab Emirates • Installation & Support of Windows 2003 (Server + Clients) • Installation & Support of Windows XP • Support Workstations, Servers, Cisco Routers and Switches • Hardware and Software Support to Users • Preparation and Installation of Computers, Printers & Other Equipment’s • Hardware configuration and troubleshooting of PC’s, laptops and printers • Installation, Support and Monitoring of ATM • Web Outlook Support to Users • Support LANDesk Server and Clients • ATM… Show more • Installation & Support of Windows 2003 (Server + Clients) • Installation & Support of Windows XP • Support Workstations, Servers, Cisco Routers and Switches • Hardware and Software Support to Users • Preparation and Installation of Computers, Printers & Other Equipment’s • Hardware configuration and troubleshooting of PC’s, laptops and printers • Installation, Support and Monitoring of ATM • Web Outlook Support to Users • Support LANDesk Server and Clients • ATM Visa Electron Production and UAE Switch Captured Card • Installation & Support of Symantec Antivirus on (Servers + Clients) • Troubleshooting of Local Area Networks & Computers • IT Inventory Systems • IT related items Invoice Checking • Signature Verification Systems • Security patch updates on clients • Setup and Support of Blackberry Show less