IT Engineer / Support Engineer

• IT/Desktop Support Engineer, TNS Middle East & Africa (From Nov 2012 - till now).\r\n• Manage the Footprints helpdesk ticketing system and ensure that ticket SLA’s are maintained.\r\n• Managing 500+ devices in entire region through Airwatch Mobile Device Management (MDM), Designing and Architecting policies, restrictions and GPS tracking of all the devices.\r\n• Part of migration and Implementation of O365 team for 250+ users.\r\n• Attend to all the technical issues in the company and escalate if necessary.\r\n• Provide investigation, diagnosis, resolution and recovery for Hardware/Software problems.\r\n• Offer remote support using tools like TeamViewer, VNC and remote desktop to regional offices in UAE, Kuwait, Qatar, Oman, Lebanon & Jordan.\r\n• Managing of Active Directory users, Groups, and Computers.\r\n• Following up ITIL process.(Change Management, Problem Management, Incident Management)\r\n• ID creation & deletion, folder share and security permission\r\n• Based on the Internal Team request, giving the Users folder permissions.\r\n• VPN configuration and ID creation & deletion for users and ensure that users can always use VPN to work from home.\r\n• Managing and Inserting Media\'s for Daily, Weekly, Monthly & Yearly backup. \r\n• Manage the Inventory and update the records.\r\n• 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.\r\n• Replace the End of Life machines and provide new machines with the least downtime.\r\n• Manage ownership of entire CAPI fleets in the region including (Laptops, desktops, tablets, PDA’s.\r\n• Create new hardware & software upgrades budget reports for higher management.\r\n\r\n• Technical Support Engineer – TalkFree INC USA, U.A.E (Dubai) (Feb 2010 to Nov 2012).\r\n• Install & configure VoIP hardware, systems, & software’s Asterisks servers, VoIP switches & VPN, ICS Internet connection sharing.\r\n• 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.\r\n• Installing and configuring, troubleshooting Windows PC system, diagnosing and solving VoIP hardware/software faults.\r\n• Providing technical support by phone, email & remote access as well as Live Help chat. \r\n• Technical responsibilities include testing of software upgrades as well as performing other functional tests\r\n• Designing/implementing secure solutions within the company\'s VoIP networks.\r\n• Acts as a focal point for large account network problem resolution.\r\n• Perform trunk traffic analysis and system utilization reporting, Provide effective and timely resolution of a range of customer inquiries.\r\n• 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.\r\n• 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.