Shakir Khan
Global IT Service Desk/ IT Helpdesk/ End User Support
Dubai
Summary of Career
1. Part of Global IT Service Desk Team (L1, L2 and L3) which is responsible for supporting and managing the Tecom Group Dubai corporate office which has more than 1500 users
2. Responsible for complete End to End IT Support weather its related to Hardware, Software, Lan, Printers-Scanners, Audio-Video Conferencing, Operating System Deployment and troubleshooting, IP Telephony and Software’s-Applications installation and Troubleshooting Etc
3. Responsible in planning, monitoring, and controlling multiple projects using proven methods and techniques. Active participation in all client\user meetings and involved in start-up and closure meetings
4. Take staff or clients through a series of actions, either face to face, through email or over the telephone to help set up systems or resolve issues
5. Minimizing service downtime by providing solutions, escalating incidents to relevant local and outsourced vendors
6. Good exposure to support senior management like CEO, CFO, CIO, Directors, VPs, and other senior management as well
7. Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management
8. Problem Management – Working with Incident & Problem Management team to reduce the regular reported incidents
9. Responsible for supporting remote locations users either phone, email, chat or through RDP, Team Viewer, SCCM as well.
10. Management of all the current IT assets & ensuring that all the required IT resources are available for business ramp up
Experience as IT Service Desk Engineer
Sopra Steria
10 September 2008
14 April 2010
Active Directory New Users ID Creation, Deletion and Permission Assigning.
? Blackberry and IPhone Users Configuration & Data backup.
? Management of IT Contracts with vendors, external service providers.
? Preparing and configuration of new Desktop/Laptop for new joiners.
? Installing, configuring, and maintaining the functionality of company desktop systems.
? Perform timely workstation hardware and software upgrades as required.
? Maintaining inventory of all equipment, software and software licenses.
the Data Center and hub rooms
Experience as Sr. IT Service Desk Engineer
CPA Global Limited
13 May 2010
31 May 2016
? Assessed system problems with the network, software or hardware components by running diagnostics, trying solutions and upgrading devices when necessary.
? Identifying priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
? Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory.
? Designed and implemented a virtualization VMWare infrastructure consolidating servers, prepared for future expansion, efficiency and eliminating legacy hardware.
? Worked with Windows Server 2008/ 2012/2016 R2 active directory at an admin level setting up client accounts, granting network access/permissions and managing password
? Implemented a patching schedule that included servers and workstations keeping them up to date and preventing compromise by malicious code.
? Ran tests on computer programs, hardware elements and network devices to keep speeds and performance at optimal levels and adjust as the company grew.
? Meeting, understanding and fulfilling all the IT requirements of the organization.
? Planning and supporting the transition team in the transition of new businesses.
? Extensive background in computers and networking systems, with abilities in building new systems, finding problems and fixing any issues.
? Ensure to get the smooth service delivery to the customer from coordination & ensuring support within the defined SLA norms.
? Good exposure in DHCP, Active Directory, DNS, WDS, Terminal Services and print server
Experience as Sr. IT Support Engineer
TECOM Group (Dubai Holding)
10 August 2016
14 August 2019
? Part of Global IT Service Desk Team (L1, L2 and L3) which is responsible for supporting and managing the Tecom Group Dubai corporate office which has more than 1500 users.
? Responsible for complete End to End IT Support weather its related to Hardware, Software, Lan, Printers-Scanners, Audio-Video Conferencing, Operating System Deployment and troubleshooting, IP Telephony and Software’s-Applications installation and Troubleshooting Etc.
? Responsible in planning, monitoring, and controlling multiple projects using proven methods and techniques. Active participation in all client\user meetings and involved in start-up and closure meetings.
? Take staff or clients through a series of actions, either face to face, through email or over the telephone to help set up systems or resolve issues.
? Minimizing service downtime by providing solutions, escalating incidents to relevant local and outsourced vendors.
? Good exposure to support senior management like CEO, CFO, CIO, Directors, VPs, and other senior management as well.
? Manage high severity problem co-ordination with local vendors and resources.
? Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management.
? Problem Management – Working with Incident & Problem Management team to reduce the regular reported incidents.
? Responsible for supporting remote locations users either phone, email, chat or through RDP, Team Viewer, SCCM as well.
? Fair knowledge of IPhone, IPad, Blackberry and MAC PCs, Android Phones as well.
? Responsible for Managing Ad hock requests like User movement, Desktops, Laptops and Printer, movement.
? Management of all the current IT assets & ensuring that all the required IT resources are available for business ramp up.
? Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
? Supplier Management – Managing Supplier & their services, Evaluating, analysing & tracking cost of poor supplier quality services, Supplier Audit, Supplier Scorecard, Engaging Suppliers in quality systems, Billing & Payments.
? Ensure business continuity and work as a BCP coordinator.
? Good exposure on Win Server 2008/2012/2016, DNS, DHCP, Active Directory, Group Policy and Print and File Server.
? Support for virus prevention and cleaning method.
? Maintain high levels of uptime for Core services. (Including administration, monitoring, virus protections, patching, and up-gradation).
? Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company’s policy. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action.
? Expert in troubleshooting Microsoft based applications like MS Outlook, Office 365, MS Office 2010, 2013, 2016 and 2019 as well
Master 01 January 2012
Master Of Computer Applications (MCA)