IT Engineer / Support Engineer

Previous Employment Details:

• IT/Desktop Support Engineer, TNS Middle East & Africa (From Nov 2012 - till now).
• Manage the Footprints helpdesk ticketing system and ensure that ticket SLA’s are maintained.
• Managing 500+ devices in entire region through Airwatch Mobile Device Management (MDM), Designing and Architecting policies, restrictions and GPS tracking of all the devices.
• Part of migration and Implementation of O365 team for 250+ users.
• Attend to all the technical issues in the company and escalate if necessary.
• Provide investigation, diagnosis, resolution and recovery for Hardware/Software problems.
• Offer remote support using tools like TeamViewer, VNC and remote desktop to regional offices in UAE, Kuwait, Qatar, Oman, Lebanon & Jordan.
• Managing of Active Directory users, Groups, and Computers.
• Following up ITIL process.(Change Management, Problem Management, Incident Management)
• ID creation & deletion, folder share and security permission
• Based on the Internal Team request, giving the Users folder permissions.
• VPN configuration and ID creation & deletion for users and ensure that users can always use VPN to work from home.
• Managing and Inserting Media\'s for Daily, Weekly, Monthly & Yearly backup.
• Manage the Inventory and update the records.
• Understand in-depth operations of all the research software’s and Computer Aided Personal Interviewer (CAPI) software’s (Confirmit,IBM SPSS,CAPI,CATI,Nfield)and troubleshoots accordingly.
• Replace the End of Life machines and provide new machines with the least downtime.
• Manage ownership of entire CAPI fleets in the region including (Laptops, desktops, tablets, PDA’s.
• Create new hardware & software upgrades budget reports for higher management.

• Technical Support Engineer – TalkFree INC USA, U.A.E (Dubai) (Feb 2010 to Nov 2012).
• Install & configure VoIP hardware, systems, & software’s Asterisks servers, VoIP switches & VPN, ICS Internet connection sharing.
• Identifies diagnoses, resolves and documents network problems Create and maintain comprehensive documentation for all implemented networks utilizing MS Word, MS Project, MS Excel and Visio.
• Installing and configuring, troubleshooting Windows PC system, diagnosing and solving VoIP hardware/software faults.
• Providing technical support by phone, email & remote access as well as Live Help chat.
• Technical responsibilities include testing of software upgrades as well as performing other functional tests
• Designing/implementing secure solutions within the company\'s VoIP networks.
• Acts as a focal point for large account network problem resolution.
• Perform trunk traffic analysis and system utilization reporting, Provide effective and timely resolution of a range of customer inquiries.
• Act as Network lead in researching, identifying, analyzing, resolving problems, and implementing solutions and/or enhancements. Make recommendations based on problem research and analysis. Interface frequently with cross discipline support.
• Configuration of VPN’s L2tp, pptp, & VoIP switches, and Asterisks servers in regulated & non-regulated, markets, ICS Internet connection sharing, Configure VoIP hardware, Linksys, Gigaset.