Experience as IT Support Executive

• Employer

  emaratech

• From

  01 June 2014

• To

  To date

• Detail

  • Providing onsite IT infrastructure support to GDRFA (The General Directorate of Residency and Foreigners Affairs) at DXB and DWC (Dubai Immigration) airports.
  
  • Configuration of IT infrastructure equipment’s and its implementation.
  
  • Resolution to business critical applications and services of Dubai Immigration systems such as Vision, Entry- Exit, IRIS and DNRD applications required for various immigration process and checks of passengers. Troubleshooting and configuration of all border control devices Like Smart gates, E-gates and Eye Scan cameras used at Airports.
  
  • Coordination with the business in Technology Operations to ensure IT operational objectives are accomplished in a cost effective and seamless manner with well-defined process and standards.
  
  • Providing functional and technical support, troubleshooting and diagnosing hardware and software problems, including workstations, network printers, passport scanners, barcode readers. Testing the Operating systems, IT networking systems, monitored the performance of Dubai Immigration network and maintaining IT infrastructure of the organization..
  
  • Providing support for Dubai border control system and escalating incidents and change request using HP Service Manager. Making sure the all critical and major incidents are addressed within SLA and sending out the critical alerts to relevant stakeholders.
  
  • Provide centralized, integrated and proactive monitoring service on a daily basis of application, systems and network.
  
  • Ensuring ways of working reflect ITIL principles and that security policy are complied with. Ensure achievement of agreed SLAs including Critical Business Processes (CBPs) and wider customer satisfaction are adhered to.
  
  • Works with internal customers and 3rd party service providers on installation of new hardware and replacement of faulty hardware.
  
  • Engages 3rd parties / vendors for provision of contracted services on day-to-day basis as well as coordinating preventative maintenance schedules and troubleshooting environmental equipment issues.
  

Experience as Network Administrator

• Employer

• From

  01 January 2011

• To

  01 January 2014

• Detail

  • Worked as a team member to help clients by providing technical support for computers and peripheral devices by remote login. Provided 2nd level IT support, troubleshooting network and server related incidents including routers, switches, VPN connections, DNS, proxy, windows.
  
  • Applying operating systems updates, patches, and configuration changes. Different kinds installations of operating system like repair, clean, parallel and upgrade installation. Managing and troubleshooting on Cisco routers and switches
  
  • Configuring Application Software Performing backups, applying operating system updates, and configuration changes.
  
  
  • Monitors network traffic and activity, capacity and usage to ensure continued integrity and optional network performance. Installs, configures scheduled updates and changes on networks, software database applications, servers and workstations.
  
  • To work within well-defined SLA (Service Level Agreement) and WLA (Work level Agreement) following the defined processes and ways of working with prime focus towards customer satisfaction. To ensure the ticket raised are properly attended / closed by the respective node owners within the SLA.
  

Experience as IT Engineer

• Employer

• From

  01 January 2010

• To

  01 October 2010

• Detail

  • Manage server 2000/2003 for OS/Security in different site Branches. Ensuring the smooth functioning of the complete centralized network (workstation, file servers, email)
  
  • Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop and laptop. Deploy and configuring PCs, Workstations and Laptops.
  
  • Performed technical support, including escalation of problems and incident identification with subsequent resolution. Tested the IT networking systems, monitored the performance of network servers and maintained computer systems of the organization.