Shaheen K Email and Phone Number

● Provided FCR, FLR and desktop support for tickets within the SLA via Service Desk plus. Closed out an average of 25 issues per day.● Managed User Onboarding and Offboarding, Active Directory managing, Deploying new Workstations, VDI, Printers, AV setup, and monthly On-site support for other locations.● Liaise with our subsidiary IT spokes and 3rd Party vendors for early resolution of complex issues as well act as the interface between IT and other Business / Resource Units.● Managed O365 configuration, Single Sign On SAML, VPN Support (FortiClient, Global Protect) Printer and scanner Support, Application support for QuickBooks, Tally and Bloomberg.● Deployed Security and Vulnerability patches for all endpoints using Qualys tool. ● Installed and configured Citrix VDI, Managing End User VDI via Citrix Director.● Created KBs for known issues for trend analysis and uploading on Service Desk portal for future references and assisted in making the periodic KPI for technicians.● Proactively Fetching reports on tickets by technicians and groups and sending it to different departments to reduce SLA violations and escalations.

Working with Sharjah Islamic Bank● Resolved incidents, work orders, service requests from different departments and updating.● the closure in BMC Remedy.● Provided support for End Users and through remotely for all IT related incidents and● Service Requests.● Installed Citrix VDI in desktops for Work from home Users.● Installation and troubleshooting of various types of printers (network and local)● Handling the complete Asset Management, ARF submission, Device Acceptance, and● inventory.● Ensuring security and upgrades are applied and kept up to date on desktops and laptops.● Confer with in house users about how to solve existing system problems.

 Conducted the day-to-day maintenance and troubleshooting of all Information systems equipment(laptops, desktops, printers, brand: HP, EPSON, CUSTOM etc.) Ensuring that the goals of the Incident Management processes are achieved; restoring normal serviceas soon as possible based on customer perspective and within defined SLA; detecting, logging,categorizing and prioritizing incidents; providing initial Incident Support Performed in-depth root cause analysis and documented daily call logs, inventory of IT hardwareand licenses which saved more time for asset tracking. Monitored Network Performance using Solar Wind tool for better understanding about bandwidth,Network loss, etc. Provided Service Operations support to internal and external customers in accordance with the termsof the customer contract and Service Level Agreements (SLAs). Re imaged and configured 200+ FIDS Workstations for the upcoming Terminal. Resolved complex incidents / problems working with the partner, other IT staff and vendors wherenecessary, ensured that the earliest possible resolution and ensuring the highest level of service isalways maintained Planned smooth operations for all areas (Check-in, Gates, Kiosk, Transfer, Baggage) to meet servicelevel agreements with client. Carried out preventive and proactive maintenance of equipment and monitoring of systems andservices in accordance with agreed schedules and customer expectations

 Deployed new workstations, Scanners and printers, installing operating systems, applications, anddrivers, and configuring network operations and hardware devices. Organized disaster recovery plans, ensured Information systems are properly backed-up and createdGhost images of workstations prior to upgrades. Offering technical support by direct interaction or On-call or email and Troubleshooting a variety ofcomputer issues 24x7 shift basis. Regular Follow up with clients to ensure their systems are functional, checked quality of data andcreated technical documents and manuals. Ticket assignment in HP Service Manager Tool and follow up till ticket closer with different supportteams for Special Airport systems like: CUTE/ CUSS / EVIDS / Internet Kiosks / AODB & GMS Supervised and conducted training to 2 new employees, ensuring they maintain fastidious attentionto detail. Contributed toward network installation encompassing 150 workstations, 50 printers, and 4communication rooms with supporting infrastructure. Analyzed systems management issues, worked with External Suppliers where required to effectproblem resolution in a timely manner, escalating according to company policies. Conducted presentation for newly installed gate configuration. Serviced information screens and kiosks inside airport hotel. Repaired and Re-imaged flight information screens across the whole airport.

 Coordinated network connectivity, installed and maintained applications. Performed compatibility tests and troubleshoot problems configuring Mail System (Outlook). Antivirus update and Virus Protection. Inventory Management and conducted regular Data Backup. Managed and executed Preventive computer maintenance and remedial repairs on printers, laptopsand other peripherals. Provided User Administration and Technical support for windows 10, 8, 7, XP systems. Worked with team to coordinate and synchronize new in-house and third-party applications. Improved office efficiency and customer service by overhauling previously haphazard filing system. Substantially increased security and performance of systems by implementing new anti-virussoftware and critical system updates.