Working For client Richemont as senior IT Support Officer (Boutique IT support)1. On Site and remote (calls and tickets)Level 2 support , and in charge of 19 brands across UAE .2. 36 Boutiques are located in Dubai & Abu Dhabi.3. Handling Customer escalations for level 1 and level 2 global customer support.4. Training the Team members, technical and process.5. On site travel to Dubai & Abu Dhabi to all the Richemont boutiques brands it owns include Cartier, A. Lange & Söhne, Azzedine Alaïa, Baume & Mercier, Buccellati, Chloé, Dunhill, IWC Schaffhausen, Giampiero Bodino, Jaeger-LeCoultre, Montblanc, Officine Panerai, Piaget, Peter Millar, Purdey, Roger Dubuis, Vacheron Constantin, Van Cleef & Arpels and Delvaux.

1. Providing IT Technical Support for Asia, Middle East, North America, South America, Europe, and Australian Customers.2. Handling Customer escalations for level 1 and level 2 global customer support.3. Since it was a pilot start guided the team technically as well as with the global process policy.4. 24/7 Support to global Internal Customers L1 IT.5. Worked on internal company Projects.6. Training the team.7. Coordination with Incident management team.

1.Providing IT Technical Support for Asia, Middle East, North America, South America, Europe, and Australian Customers.2.Handling Customer escalations for level 1 global customer support.3.Worked on Bulding a Level 1 NOC team and Transitioned the team form L1 service desk to NOC4.Started a Pilot batch of Level 1 NOC

Joined as an IT support Engineer got promoted as a Shift Lead.1. Handling a shift (shift leader) guiding and resolving L1, L2 issue through phone call, incident. 2. Also an acting Incident Manager, in charge of critical issues and tickets.3. Monitoring WhatsApp gold, SCOM, creating incidents and assigning the ticket to the correct queue, follow up on incidents. 4. Hands on experience on CRM, RSA, Citrix, BMC Smart IT, O365, One Drive.5. Maintaining Active directory (user administration i.e. creating, modifying, deleting User permissions, group policy). 6. Configuring user laptop/desktop through SCCM network boot. 7. Creating OPL(one-point lesson) and reports for new application and process. 8. Maintaining Avaya servers(creating and deletion of phone number), file share Servers (modifying user permissions). 9. Maintaining VMware machine, handling SCCM 2012 issues. 10. Co-ordinating with 3rd line support and creating proper documentation of the issues after RCA. 11. User Administration (creating/deleting users in Active Directory, Exchange and lotus notes). 12. Maintaining access control system. 13. Working on projects. 14. Have travelled to Norway for training Ticketing tool: ServiceNow, SmartIT, BMC Remedy

Joined as Support Engineer, was promoted to Support Specialist in August 2013.1. Providing global IT support (L1& L2) to users through phone call and remote assistance tool, incident management; handling escalation calls and tickets which are not resolved by L1 support person. 2. Maintaining Active directory, user permissions, group policy. 3. Maintaining VMware machine, handling SCCM 2012 issues.4. Level one IT support for warehouse management system (WMS).5. Maintaining Avaya servers, file share servers. 6. Hands on experience on BMC remedy, undertake various project work as require. 7. Working with external systems and service providers to facilitate the resolution of problems. 8. Creating OPL (one-point lesson) and reports for new application and process. 9. SME role for SAP which is for GLOBAL SAP Escalations. Have been awarded for Service excellence globally,Nominated for continuous improvement champion of the year globally in 2015.

As Service Desk Engineer L1 & L2 support (24*7) deployed in client company , 1. Providing Remote Support for client Coalition Development Systems India Pvt. (For UK, US, Singapore & Indian branches). 2. Monitoring Networks and Servers, systems. 3. Maintaining Active directory, user permissions, group policy. 4. Maintaining Citrix Xendesktop server, users. 5. Hands on experience in Kaseya (Monitoring & Ticketing tool). 6. Providing L1 & L2 support to users, incident reporting.