Troubleshoot and escalate service impacting network outages while maintaining accurate documentation•Provide support for VoIP telephony and voice networks, specifically related to e911 routing•Support for VPC and NextGen 911 call routing and delivery systems•Monitor routing network for e911 telephony traffic, ensuring any issues were addressed and resolved in accordance to SLA.•Monitor and troubleshoot server, network, operating system and proprietary software issues.•Monitor and troubleshoot a network environment consisting of Cisco routers and switches•Monitor internal production systems in a data center environment and paging on-call personnel during the night.•Work with the HP OpenView management console, BMC ticketing systems and other NOC related tools and monitoring applications.•Communication with customers and/or internal groups to report or resolve system related or network issues.•Work with third-party maintenance, co-location facility staff and major internet backbone providers to identify and resolve customer affecting network, hardware and software issues in a timely manner.•Support server and network environments, including but not limited to VPN, SQL Databases, SMS, storage and firewalls/switches

•Conducted automated and manual tests, scalability and performance tests for software applications ensuring apps met architecture requirements; reported testing bugs using Visual Studio•Tested localization and functions to enhance system quality on the Xbox platform

• Installed, configured, and troubleshot hardware and software applications at the airport including radar, VPS software, fingerprint scanner, IRIS cameras, passport reader and e-gates ensuring timely support and enhancing airport security • Applied OS patches and upgrades, configured Windows OS, and upgrade administrative tools and utilities• Coordinated with vendors and partners for automatic hardware preparation; supported the UAE police department to install automatic border control and biometrics technologies at all airports• Coordinated with IT support, system administration and development teams to resolve backend and frontend issues for the Abu Dhabi police department using BMC ticketing system• Managed and trained 20 IT support staff and system admin in 5 airports on customer support and system operation• Used Jira lifecycle to initiate, review and follow up with software issues and Jira tickets; communicated with developers for solution ensuring the new release working properly and on time• Ensured all Jiras tickets were resolved based on the SLA (Service Level Agreement)• Managed requests from stakeholders ensuring device performance quality in technology events and exhibitions such as GITEX

Performed maintenance of personal computers and peripheral equipment, identified problems and provided appropriate solutions.Installed operating systems, applications, and conducted technical training demonstrations.Installed, Configured, and Administered Windows 2000/2003 ServerOperated computer help desk assisting users with problems and solutions Installed and upgraded computer and network components.Help Desk Operations (receiving user calls, Data entry)Trained on LAN Troubleshooting and Windows 2003 Administration