Shaik Umar Email & Phone Number

Ras Al Khair, Eastern, Saudi Arabia

• Provided day-to-day hands-on local technical support for over 4000 users.• Demonstrate the ability to translate end user problem statements into actionable solutions while upholding company standards and policies• Received requests via tickets, email, phone and walk-ups.• Interact with customers to provide and process information in response to enquiries, concerns, and requests about products and services. • Expertly performed advanced software repairs and installations on customer computers through troubleshooting via remote service tools, while ensuring positive and assertive communication with clients.• Provided high quality customer service by analyzing and diagnosing client problems with a sense of urgency and consideration to best practices and solutions.• Contributed to the team’s high performance by duly escalating unresolved problems to the appropriate area log, troubleshooting and diligently tracking issues and concerns.• Performed daily and weekly administrative tasks as required, with enthusiasm and attention to details.• Consistently achieved high level of delivery daily to meet SLAs.• Performed troubleshooting and resolution of computer hardware and software including manufacturing software applications issues for office users and manufacturing computers.• Provided remote assistance to troubleshoot and resolve software issues on computer systems at remote manufacturing sites• Escalated issues in a timely matter involving network infrastructure.• Log updates to IT assets in an Asset Management database.• Install and configure new equipment, particularly laptop and desktop computers• Assist with administering new and existing systems and software• Communicates highly technical information to both technical and nontechnical personnel• Recommends hardware and software solutions, including new acquisitions and upgrades• Aided the creation of installation procedures for software that previously did not exist.

• Received requests via tickets, email, phone and walk-ups.• Create and execute desktop processes and procedures. • Document processes and take inventory of systems.Windows Configuration and setup• Provide technical support for Windows 2000, Windows XP, Windows 7, Operating Systems.• Imaged, installed software, configured, and setup computers for office users and on manufacturing lines.• Installing and removing active directory.• Creating and managing local user, groups and domain user, groups and their permissions.IP Telephone/VoIP configuration and trouble shoot.• Performed day to day support of Cisco Call Manager version 9.1 cluster.• Configuring and Managing Voice Protocols: H.323, Confidential, SIP, and SCCP.• Configuring Route Group, Route List, Route Pattern, CSS and various services within Cisco Call Manager.• Resolved ticket escalations for Call Manager 9.1, Call Manager Express, and Unity Connection.• Created IOS configuration for Cisco 28XX, 29XX, 38XX voice gateways.• Troubleshooting VOIP related issues related to call manager, IP Phones and voice mail.• Demonstrate the ability to act independently while working with remote hands at a customer site• Installation/configuration of Cisco Enterprise VoIP infrastructure• Troubleshoot/upgrade/maintain VoIP infrastructure and VoIP end user devices• Review and develop future VoIP changes/requests• Work closely with network personnel and government managementDevice Management: Hardware Installation &Printer Management• Diagnosed and resolved label printer issues.• Changed user replaceable components (toner cartridges, fuser, images transfer kit) on Cannon and HP office printers as part of the maintenance plan.• Change user replaceable components (HDD, cartridges, fuser, and images transfer kit) on Cannon and HP office printers as part of the maintenance plan.

Dammam, Eastern, Saudi Arabia

Data Management: Data Migration / Back Up• Substantially increased security by initiating installation of Sophos disk encryption to all laptops.• Achievements include creating an imaging solution which was system non-specific, implementing full disk encryption for all laptops in the company, creating a custom profile backup script using PowerShell.