• Office 365 Admin Center Administrator• Exchange Admin Center Administrator• Active Directory Administrator• BMC Remedy Salesforce Administrator• Manage Engine ServiceDesk Plus Administrator• Microsoft Teams Administrator• SharePoint Administrator• Dropbox for Business Administrator• First level technical support for 100+ IT applications/10,000 users across the UAE/GCC• Responsible for handling Incidents/Service requests related to amongst others Office365, Active Directory, Salesforce, Oracle Retail, HRSM & Financial systems, Active Directory, End user computing, Cisco IPT, Point of Sale systems, Autoline, CTI, etc...• Provide front line support and troubleshoot IT related problems from software to hardware• Utilize remote desktop support tools to provide support to off-site users• Take ownership of reported IT issues and provide the highest level of customer service possible in accordance with service management principles• Escalate unresolved issues to the appropriate level of support• SLA adherence• Root cause analysis• VIP User management• Improvement initiatives • Performance inspection of infrastructure hardware and network devices• Managing Knowledge base• End-user training• IT Service Desk Operational Reporting

Assigned in Mashreq Bank Head Office as an IT Support Engineer.• Providing L2 support to users/clients in related to software/hardware issues/requests• Diagnosis of desktop, laptop, application, and networking issues• Installation and support of telecommunication equipment• Actively working with L3 teams in resolving user's issues• Assisting employees issues through phone, email, and service log calls• Performs hardware and software troubleshooting including operatingsystems like Windows XP, Windows 7, Vista & Windows 10• Windows Server 2003 and 2008 configuration (active directory, etc.)• Troubleshooting network connectivity• Maintenance and support of hardware and software solutions• Installation and maintenance of local/network printers, scanners andphotocopiers

Support for Hardware and Software• Performs troubleshooting, backup, archiving, and disaster recovery• Helps install computer software and network equipment• Answers all trouble calls/emails and enters work orders per controlnumber and determine permanent solutions• Update inventory of software licenses, software, hardware, and other ITsupplies• Support in purchasing of all software, hardware and other IT suppliesMaintain Network & Security• Promotes responsible usage and care of corporate equipment• Identifies opportunities for improvement and makes constructivesuggestions for change• Maintain network security• Securing networks, both wireless and hardwired• Apply and maintain Active Directory for Server 2003• Maintain and update company directory emails and locals• Support in purchasing of all software, hardware and other IT supplies• Understands the issues involved with maintaining corporateinfrastructure, including network connectivity, Internet access, and emailTechnical Support• Assists with the administration and maintenance of the telephone system, including telephone switches and PaBX• Create new hire phone and voicemail extensions; routes extensions to appropriate locations