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Muhammad Waheed

IT Support Engineer
Dubai

Profile Views 65

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Last Seen: 30 May 2023 11:07 PM

Skills

Typing Equipment handling Customer service skills Research skills MS Excel MS Word MS PowerPoint Analytical skills mssql html css sql Mirkotik Active Directory DNS DHCP File Server Resource Manager FSRM Windows Deployment Services WDS System Center Config

Experience
8 Years
U.A.E Experience
Fresh
Industry
Information Technology
Nationality
Pakistani
Visa status
Visit Visa in UAE
Qualification
Bachelor - Masters of Computer Science (MCS)
Driving License: no

Other Matching Titles/Position

IT Administrator

Helpdesk Administrator

IT Support Engineer

IT Support Executive

System Engineer

Industry Titles

Information Technology

Skilled Professionals

Education/Training/Library

Summary of Career

1. ensure smooth helpdesk services ensuring tickets are categorized and tagged to relevant team with proper FLM

2. ensuring everything is document through out the life of a support-case towards closure

3. dealing with escalation and liaising with relevant teams as and when needed

4. assisting senior managers with their meetings, meeting notes and soft work

5. ensuring all service tickets are responded within TAT and SLA

6. dealing with vendor for resolution of 3rd party support-case, including hardware issue and part replacement in and out of warranty

7. working with Internal audit team providing them with required evidence after remediation on the identified reservations within time.

8. data cleansing of MS Active Directory objects, identifying stale objects, creation of computer objects

9. generating reports out of SCCM for non-compliant systems as per business policy. generate custom reports through SCCM SQL DB directly

10. working with information security department and ensuring policy violations, vulnerabilities are remediated on priority and within committed time.

Work Experience (Employment History)

Experience as Network Administrator

Employer

The Lyceum School
From

01 July 2010
To

01 July 2016
Detail

Key Job Responsibilities
● Setup and Maintain a computing environment on par with learning requirements while ensuring max. uptime
and availability of services under IT Catalog enabling smooth operations of all departments empowered by IT
● Coordinate and Collaborate with 3rd Party Service Providers and contractors to ensure SLAs and KPIs
● Procurement for IT Department including Hardware, Software Licenses and Services
● Managed a team of three resident support technician while reporting to my immediate manager (HOD)

Projects & Achievements
● Integrated SSO between GApps and O365 settings GApps as idP
● Migration of Microsoft Active Directory from 2008R2 to W2012R2 with zero downtime
● Implemented GApps OAuth for the Captive Portal over wifi
● Deployed centralized printing logs campus-wide
● Deployed Emby Media Streaming Server to enable classrooms to seamlessly search, navigation and
stream school’s recorded archives and movies to classroom computers
● Deployed Freshdesk as Helpdesk Knowledge Base and Ticketing System to align support
operations and change management on par with ITIL best practices and better insights for
continuous improvement
● Devised a Google Form to completely automate the process of requesting gate-pass for students
with automatic email and SMS notification to parents, students and campus guards upon approval
from Student Advisor
● Post COVID19 - Addition of Zoom and Edmodo to IT Service Catalog to enable online teaching
(VILT) and online learning for 700+ students without compromising attendance reports,
organization and distribution of recorded lectures with proper institute branding
Managed Products & Services
○ Managed Collaboration Platforms (Office 365 and Google Workspaces)
○ Managed Hosted CMS and Intranet sites
○ Campus Wide High-Density Wireless Connectivity for Internet & Intranet Access
○ Backup, Archives & Accessibility
○ Managed Support for Learning Management System
○ Managed CCTV System (Samsung SVR 960)
○ Time Attendance Machines (Suprema Xpass & BioStar)
○ Managed Microsoft Hypervisors 4 Hosts 2012R2 & 2 Vmware ESXi Hosts
○ Managed Active directory and Group policies (2008R2 & W2012R2)
○ Managed Intranet Windows Print Server
○ Managed Windows Deployment Services (WDS)
○ Managed Kiwi Syslog Server (Internet Logs)
○ Managed Xibo Digital Signage Server
○ Managed Kaspersky Antivirus Administration Server 11
○ Managed OpenFire LAN Chat Server (Jabber)
○ Managed FSRM - File Servers for on-site and cloud data backups
○ Managed FortiGate 60E firewall for L7 Filtering, Logging, QoS & Bandwidth Mgmt.
○ Managed PFSenseNG with Squid for internet caching
○ Managed Mikrotik RB1100AHx2 as Edge router, Load Balancer & Captive Portal
○ Managed Ethernet Switching (Cisco Linksys SG300 and 3560G)
○ Managed Tansonic PABx Phone Recording Server
○ Managed IT Helpdesk (Tick Management System) - FreshDesk, SalesForce BMC Remedy
○ Managed TheDude & Spiceworks as NMS
○ Managed PKNIC, DNS, CPanel, GoDaddy Host
○ Integration of SendGrid for automated email dispatch

Experience as System Administrator

Employer

Softech Microsystems
From

01 January 2018
To

31 August 2019
Detail

Key Job Responsibilities
Setup, maintain and ensure optimal operation of computing and communication infrastructure to support
24x7 business operations including continual improvement and optimization in line with the changing
business needs and product (Vidizmo) growth requirements
● Office365: Administer Multiple Microsoft Office 365 Tenants E3 Business subscriptions and services
● Microsoft Azure: Provide managed cloud services for clients on Microsoft Azure Cloud SaaS, IaaS and PaaS
● Fresh Desk: Tier 1 and Tier 2 support with in SLA for Customers, Partners and Internal support tickets
● Customer Success: Provide feedback and verify technical product information in RFI to help secure sale leads
● Counter, Troubleshoot, Log, Report and Escalate L3 malfunctions to QA & Development Teams
● Maintain Knowledge Base of known issues and resolutions in Helpdesk Management System

Experience as IT Administrator

Employer

The Lyceum School
From

01 August 2020
To

31 July 2021
Detail

● Setup and Maintain a computing environment on par with learning requirements while ensuring max. uptime
and availability of services under IT Catalog enabling smooth operations of all departments empowered by IT
● Coordinate and Collaborate with 3rd Party Service Providers and contractors to ensure SLAs and KPIs
● Procurement for IT Department including Hardware, Software Licenses and Services
● Managed a team of three resident support technician while reporting to my immediate manager (HOD)

Projects & Achievements
● Integrated SSO between GApps and O365 settings GApps as idP
● Migration of Microsoft Active Directory from 2008R2 to W2012R2 with zero downtime
● Implemented GApps OAuth for the Captive Portal over wifi
● Deployed centralized printing logs campus-wide
● Deployed Emby Media Streaming Server to enable classrooms to seamlessly search, navigation and
stream school’s recorded archives and movies to classroom computers
● Deployed Freshdesk as Helpdesk Knowledge Base and Ticketing System to align support
operations and change management on par with ITIL best practices and better insights for
continuous improvement
● Devised a Google Form to completely automate the process of requesting gate-pass for students
with automatic email and SMS notification to parents, students and campus guards upon approval
from Student Advisor
● Post COVID19 - Addition of Zoom and Edmodo to IT Service Catalog to enable online teaching
(VILT) and online learning for 700+ students without compromising attendance reports,
organization and distribution of recorded lectures with proper institute branding

Managed Products & Services
○ Managed Collaboration Platforms (Office 365 and Google Workspaces)
○ Managed Hosted CMS and Intranet sites
○ Campus Wide High-Density Wireless Connectivity for Internet & Intranet Access
○ Backup, Archives & Accessibility
○ Managed Support for Learning Management System
○ Managed CCTV System (Samsung SVR 960)
○ Time Attendance Machines (Suprema Xpass & BioStar)
○ Managed Microsoft Hypervisors 4 Hosts 2012R2 & 2 Vmware ESXi Hosts
○ Managed Active directory and Group policies (2008R2 & W2012R2)
○ Managed Intranet Windows Print Server
○ Managed Windows Deployment Services (WDS)
○ Managed Kiwi Syslog Server (Internet Logs)
○ Managed Xibo Digital Signage Server
○ Managed Kaspersky Antivirus Administration Server 11
○ Managed OpenFire LAN Chat Server (Jabber)
○ Managed FSRM - File Servers for on-site and cloud data backups
○ Managed FortiGate 60E firewall for L7 Filtering, Logging, QoS & Bandwidth Mgmt.
○ Managed PFSenseNG with Squid for internet caching
○ Managed Mikrotik RB1100AHx2 as Edge router, Load Balancer & Captive Portal
○ Managed Ethernet Switching (Cisco Linksys SG300 and 3560G)
○ Managed Tansonic PABx Phone Recording Server
○ Managed IT Helpdesk (Tick Management System) - FreshDesk, SalesForce BMC Remedy
○ Managed TheDude & Spiceworks as NMS
○ Managed PKNIC, DNS, CPanel, GoDaddy Host
○ Integration of SendGrid for automated email dispatch

Experience as Manager (M1) / IT Support Officer

Employer

Habib Bank Limited
From

01 October 2021
To

To date
Detail

Key Job Responsibilities
● Technical support : To ensure timely resolution of reported issues in a well professional manner
● Availability : Ensure uninterrupted availability of hardware and software services to end users.
● Projects Deployment : Liaising with IT/Business Project Teams and respective field teams for
implementations
● Problem Resolution : Work directly with end users in troubleshooting their day-to-day issues of software and
hardware. Provide necessary assistance to users related to IT related services as and when required.
Coordination with vendors and internal teams to support end users.
● Compliance of Information Security Advisories and Audit : Monitoring and ensuring timely and
appropriate actions on Information Security advisories. Ensuring compliance with Internal Audit reservations
and reporting
● Technical Documentation : SOPs, Product Evaluations, SLAs

my experience managing support desk has been excellent and you have to be vigilant about TAT and SLA violations. Classification and prioritization of ticket is crucial for hassle free IT service/support delivery.

Helpdesk management / support-ticket systems like ServiceNow, BMC Remedy, Freshdesk can help greatly automating and logging all necessary details.

i myself have worked directly with clients seeking support and resolve issues on ground and remote. have followed escalation matrix where a support-ticket needs to be escalated to application principal team

being in a managerial role, i have also worked and compiled reports on MIS data to better analyze KPIs and pain points identifying issue trends and support-agent performances.