Roohie Shaista
(Job Seeker - Active)

IT Support Engineer
Sharjah


Profile Views 145

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Last Seen: 27 June 2020 12:03 PM

Skills
Office administrator: commonly desired skills • Actively using ITIL process guidelines for day-to-day work • Performing RCA Worked in an agile helpdesk team adopting principles of working as an autonomous self-driven team with a dynamic approach to worklo
  • Experience
    7 Years
  • U.A.E Experience
    2 Years
  • Industry
    Telecommunication / Customer Service
  • Nationality
    Indian
  • Visa status
    Employment Visa in UAE
  • Qualification
    Bachelor - • Bachelor of Engineering in Information Science (BE) 2014, Bangalore University, PNSIT College of Engineering. • Completed CCNA course • Completed ITIL Foundations V 3.0 course • Completed Java Programming course
  • Driving License:
Other Matching Titles/Position
IT Analyst
IT Executive
IT support Engineer
service desk engineer
Desktop Engineer
Industry Titles
Telecommunication / Customer Service

Summary of Career

1. Accomplished IT Professional with experience in combining technical and business solutions to support overall corporate strategic goals.


2. Providing L1 support for entire Emirates/dnata users across the Globe


3. As an experienced and skilled IT professional, I want to associate myself with an organization.


4. Where I can apply my knowledge and skillset to provide superior quality customer service and at the same time deliver a high standard of performance.


5. I possess seven years of experience in L1 and L2 infrastructure and customer support


6. I have used using IBM Netcool Network Management, Solar Winds infrastructure management, Nagios monitoring console, CA Spectrum monitoring, ServiceNow and other ITSM tools.


7. Actively using ITIL process guidelines for day-to-day work


8. Performing RCA, Analysing SLA Reports and communication with clients


9. Worked in an agile help desk team adopting principles of working as an autonomous self-driven team with a dynamic approach to workload


10. • Bachelor of Engineering in Information Science (BE) 2014, Bangalore University, PNSIT College of Engineering.


Achievements
Emirates Group IT - IT Operations Engineer

Best performer for the month of September 2018


Work Experience (Employment History)

Experience as Process Analyst

  • Employer

  • From

    30 November -0001

  • To

    28 October 2015

  • Detail


    • Worked as a Mac support technician troubleshooting all the Mac devices
    • Manage delivering to contract performance standards and client measurements
    • Installed and configured wireless access points
    • Provided Active Directory administration
    • Responsible for security updates for all PCs and servers on the network
    • Drive/Manage service quality and improvement of service delivery processes
    • Ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost -efficient manner
    • To implement the CAP for improved CSAT score, Implementation of IAP as per agreed timelines
    • Ensure positive customer satisfaction and customer relationship is maintained

Experience as Enterprise Support System Analyst

  • Employer

  • From

    06 January 2015

  • To

    14 June 2017

  • Detail

    • Handling technical issues related to Servers, Routers, and Switches, desktop OS, Office applications and business application within an enterprise environment
    • Creating and tracking Priority 1 and 2 issues with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets
    • Incident and new request management using Remedy tool (version 7 and 8.1) & Service now
    • Configuration of applications/services on servers and appliances
    • First-level user account management
    • Hands on experience in effectively handling various monitoring tools like Nagios, Xymon and Solar Winds
    • Hands on experience in using tools like BEM, BPPM and CA-Spectrum

Experience as IT Operations Engineer

  • Employer

  • From

    14 January 2018

  • To

    30 June 2020

  • Detail

    • Providing L1 support for entire Emirates/dnata users across the Globe
    • Provide centralized, integrated, proactive monitoring service, 24/7 of applications, system/servers and network within the Emirates Group IT environment
    • Deploying Software through SCCM to End user Community across EK network
    • Installing, configuring and administering Windows 10
    • Installing and Support issues related to Azure Active Directory

Academic Qualification

Bachelor 09 July 2014

• Bachelor of Engineering in Information Science (BE) 2014, Bangalore University, PNSIT College of Engineering. • Completed CCNA course • Completed ITIL Foundations V 3.0 course • Completed Java Programming course
Certifications
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Mentor
Muhammad Umair

Analyzer & Metering Specialist
Muscat

Last Login: 28 April 2021 2:43 AM
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