• Working as a Technical Support Engineer, providing IT Technical support for 6000+ Users from multiple entities of Majid Al Futtaim Ventures such as Majid Al Futtaim Leisure & Entertainment (Magic Planet, Ski Dubai & Ski Egypt), Majid Al Futtaim Fashion, Najm Finance & VOX Cinemas, across the Middle East Asia & African region.• Function as Major incident coordinator during Priority 1 issues and Escalations.• Initiate Major Incident Process & maintain Major Incident communication (Conference call/Email/Messaging app) & handling the Service Desk Mail queue . • Notifying the relevant stake holders about the Scheduled Maintenance Activities and Service Outages and following up till closure.• Co-ordinate Incident Management activities according to the process & procedures and escalate to second and third level of support for incident closure. Escalate critical/pending issues to higher levels as per Pre-Defined Escalation Matrix.• Logging Incident / Service Request tickets in Ivanti LANDesk ticketing tool received by Calls, Emails, Walk-in and through MS Teams chat.• Performing Quality check of tickets logged on the LANDesk ticketing tool and mentoring the team members to perform corrective actions on the faults found. • Expert in resolving issues related to Outlook (permissions, calendar sharing, delegation), Printer configuration and troubleshooting.• Expertise in troubleshooting the AX Retail POS issues.• Expert in Managing the Helpdesk call queue and achieved 100% call response SLA.• Effectively coordinating with relevant support teams to avoid ticket SLA breach. • Shift Roster management for the team and allocating team members for respective shifts based on the staff availability.• Managing TAC mailbox & self-service ticket queue.• Supporting AX Dynamics Retail & Finance app, KOFAX Agility, Intellect, Power BI and Success Factor.• Active Directory management for user accounts - account creation, modification, password reset.

IT Help Desk Engineer for HAAD project at Abu Dhabi• Single point of contact for any IT related queries for HAAD Internal Employees.• Resolving desktop related issues through phone, email and remote support using LANDESK Desktop Management software.• Logging calls in HEAT CRM tool for any service requests and incidents reported by Users.• Working knowledge of CosmoCom Universe call center software.• Remotely troubleshooting Intranet apps, OS & desktop software related issues such as MS-Office, Antivirus, Acrobat reader, and Account lockout issues, password reset requests, etc.• Configuring and troubleshooting printers.• Troubleshooting HAAD internal apps access issues in coordination with application teams.• Receive incident & service request reports from Users via telephone or email & make sure 100% calls are captured in the HEAT call logging tool.• Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.• Link the service request & incident record to User ID & configurations.• First level support to attempt to resolve the incident, use remote control if necessary for incident resolution.• If the incident & service requests requires escalation to level 2 support, create a work request on HEAT tool and assign it to appropriate level 2 technician/engineer or concerned teams and coordinate with them for any updates on the same.• Track the incident and service requests until closure and keep the User up to date with the status. • Functional escalation in case the incident resolution and service request completion time exceeds the agreed SLA.• Selective quality checks on closed incidents & service requests. • Receive service requests forms that have passed the business assessment & approval procedures.• Notify Users about major system/network outages & escalate same to appropriate support teams.

• Providing Single point of contact to customers to address issues related to Desktop, Laptop, Network, Servers and Telephone related issues.• Experience on HP OVSD tool to create incident tickets for technical issues reported by customers and either resolve it or route it to Level 2 team for extended support.• Remotely troubleshooting Internet, Intranet, LAN issues, OS and desktop software related issues such as MS-Office, Antivirus, etc. through Netmeeting.• Worked on Exchange server, Outlook related issues.• Troubleshooting and configuring Printers.• Configuration and Troubleshooting of Wi-Fi issues in laptops. • Providing permissions and access to shared folders and drives as required for Users.• Secondary admin for the workgroup LRA Domain. • Remote Administration using terminal service, VPN, IPSEC and VARC.• Administration of User IDs in Active Directory/Exchange using Alcatel-Lucent customized tools Tivoli Identity Manager (ITIM) and LUUM.• SAP Job Monitoring including feeds for BW3, DV2 and PR2 through SAP Logon 360. • Administration of Unix User IDs using TRI telnet tool.• Work closely and follow-up issues of Servers through email, Chat, Page and Phone / On-Calls with System Administrators, IT Support teams and Server Administrators in the Regions like KANATA- Canada, NA, CALA- South America, EMEA, APAC etc.• Collection and initial analysis of packet trace (trace root) information as a part of tracking Node Down issues. • Monitoring and follow-up of Support and maintenance tracking ticket for effected servers while on outages.• Analysis of Support request, Completion of requests for information and documentation. • Follow up technical cases, escalate, and manage the right expectation until the closure of the cases within the SLA provided.

• Supporting around 39,000 employees from Wipro InfoTech & Wipro Technologies.• Logging calls in helpline tools for IT problem faced by customers.• Informing the Domain engineers and follow-up with them to resolve the issue• Coordinating with vendors for resolving hardware problems.• Assigning calls to Level 2 teams.• Timely escalations to higher Authorities regarding Downtime/Outage of Links/Servers and follow it up till the uptime with regular mail escalations.• Coordinating with end users and with Technical Professional to resolve the problems.• As an IT Help Desk Executive providing first level support for Users through phone, email and remote support on technical queries and issues.• Installation, configuration, troubleshooting Wipro Technologies Wireless LAN.• Maintain, configure and troubleshoot Cisco VPN clients and Remote Access Service (RAS)• Administering Windows 2000 and XP client machines.• Remotely administering computers through Remote connectivity software such as Control F1 tool, Remote Desktop Connection and Netmeeting.• Troubleshooting OS related and application related problems on all Windows Platform Operating Systems.• Installation & configuration and troubleshooting of Mail client, Antivirus client, Desktop software and handling Virus issues.• Troubleshooting & configuration of Network Printers.• Providing hardware and network support for clients in Windows 2003 server and Windows XP platform.• Troubleshooting hardware and network related problems and providing support through emails.• Administration of user IDs and passwords for User’s LAN ID and other applications.

• Successfully managed overall IT support for the whole Citi Financial Call Center. • Providing hardware and network support for clients in Win 2003 Server, Win XP and Win 2000 Professional environments.• Accountable for providing technical support & coordinating technical issues involving LAN/WAN network, hardware, and operating systems.• Oversee network connectivity as well as implementation, integration and troubleshooting of PCs, remote access permissions of servers, storage devices, Backup Devices, printers and scanners. • Responsible for Installation & Troubleshooting of Software’s, Operating Systems, Windows components, Antivirus Servers & clients.• Troubleshooting OS, network and desktop software’s related issues.• Regularly Updating Symantec Antivirus definitions in the server and patching the client PCs.• Creating and managing user accounts & assigning access rights and permission in Active Directory to use different Intranet application and shared folder resources.• Effectively coordinating with branch office senior system administrators in case of any issues in the organization’s Intranet website and webmail.• Effectively checking telephones and coordinating with telecom service provider in case of any issues in the organization’s telecom/PABX system.• Monitoring UPS performance and maintaining Hardware inventory details.• Coordinating with vendors for hardware and software procurement and regular maintenance activities.