Shaji Affan Email & Phone Number

Dubai, Ae

United Arab Emirates

Engineer - End User SupportJob Responsibilities: Managing desktops, Laptops and Microsoft Surface through SCCM for updating the windows patches  Creating and Deploying the Software packages from SCCM for 1500+ machines  Creating the software packages through Dark Sight Portal  Deploying the software’s patches from SCCM for 1500+ machines  Managing and Removing the desktops, laptops and Surface from Azure Intunes to reimage Pushing the Bios firmware’s from Azure Intunes to all the HP Laptops  Creating and Deploying the HP Driver Update packages to all HP Laptops  Managing the Software Licenses through Web Portal for End Users  IT Service management specialist handling IT support operations including L1 and L2 Support for End users, client and external customers  Managing incidents and service request using service hub effectively to ensure all SLA’s are met in timely manner  Handling the Project of IPADS and Mac Machines to be on boarded to MDM.  Trouble shooting of Hardware, Software and Printer issues for End Users  Managing Nakheel Contact center operations with 24/7 support  Handling management and support for different business applications used across Nakheel (Avaya, HighQ, Salesforce, Etihad Credit Bureau, Service HUB, Oracle, etc.)  End user Support for on Board and off board process (backups, Archiving, Collecting IT Assets)  Installation and troubleshooting of In house Applications  Managing and responsible of IT store inventory across Nakheel  Managing the IT Assets through Service Hu

United Arab Emirates

Job Responsibilities:• Managing desktops, Laptops and Microsoft Surface through SCCM for updating the windows patches• Creating and Deploying the Software packages from SCCM for 1500+ machines• Creating the software packages through Dark Sight Portal • Managing and Removing the desktops, laptops and Surface from Azure Intunes to reimage• Managing the Software Licenses through Web Portal for End Users• IT Service management specialist handling IT support operations including L1 and L2 Support for End users, client and external customers• Managing incidents and service request using service hub effectively to ensure all SLA’s are met in timely manner• Trouble shooting of Hardware, Software and Printer issues for End Users• Managing Nakheel Contact center operations with 24/7 support• Handling management and support for different business applications used across Nakheel (Avaya, HighQ, Salesforce, Etihad Credit Bureau, Service HUB, Oracle, etc.)• End user Support for off board process (backups, Archiving, Collecting IT Assets)• Workflow management for purchase and requisition of IT Hardware and software services• Installation and troubleshooting of In house Applications• Managing and responsible of IT store inventory across Nakheel• Managing the IT Assets through Service Hub for accurate inventory

Dubai. Uae

Job Responsibilities:• Managing the Support team for Warsan Souk Launch to be successful• Managing the Support team for Deira Islands Night Souk Launch to be successful• I was part of the Support team for implementing Avaya in Customer Care Center Operation• Managing the Support team for Dragon City Launch to be successful• I was part of the Support team for delivering the Nakheel Communities Transformation Project• I was part of the Support team for implementing and executing the MyQ Application in Nakheel• Managing Nakheel Contact center operations with 24/7 support• Managing the service incidents through SCSM to ensure all SLA,s are met• Installation and troubleshooting of In house Applications and maintaining the SLA• Managing and handling all the board meetings and chairman meetings• Extending the Support to all the MD’S and their secretary• Extending the Support to solve problems for End users and external users • Trouble shooting of Hardware, Software and Printer issues for End Users• Preparing and Installation of POS Machines and POS Printers in Clubs• To liaise with the vendors for the POS applications and Hardware issues for POS Machines and Printers

Dubai, United Arab Emirates

Job Responsibilities in Retailcorp (Nakheel Retail Stores)To support the Retail stores with the desktop issues, Printers, Pos etcTo imaging the PC's with new versionInstallation of Printers, Pos, Applications etcTroubleshooting of Printers, Networking issues.Configuration of outlook profilesTo support the oracle application on POS & serversInstallation of Software's for the clientsJob Responsibilities in Nakheel: (Nakheel Corporate Office)

To liaise with third parties (connectivity service providers, device vendors, service providers, etc.) related to the Network operations, with the objective of getting the desired service levels.To review the AMC's and other contracts for the above periodically.To liaise with the appropriate units to get issues related to network resolved.To maintain agreed standards for the management of all data and voice cabling across all locations of the HO- to conduct a periodic audit for the same and to install these practices within the network cabling team.To manage the patches, service packs, etc. relating to the all systems in areas of custody.To manage the service request calls in the areas under custody.To ensure that the agreed service levels of the support team are met.To deliver a weekly report to the concerned supervisory staffTo continuously monitor the calls crossing the agreed SLA's and expedites resolution.To implement time spent/tracking for ITSD calls resolution

To take the telephone service desk callsTo troubleshoot the problems connecting remotelyTo manage all the calls & emails from the end usersTo manage the service request calls in the areas under custody.To ensure that the agreed service levels of the support team are met.To deliver a weekly report to the concerned supervisory staffTo continuously monitor the calls crossing the agreed SLA's and expedites resolution.To install the Software's for the end usersInstallation of Printers, Operating Systems.

Configuring Cisco Routers of series 2500, 2600, & 1700 etc.Configuring Cisco Switches for V-LAN in Small Business Organization.Configuring of Access Control List. (ACL)Configuring Network Address Translation. (NAT)Handling Microsoft Windows Server 2003 and Microsoft multi-client operating system including troubleshooting any network problems.Managing Active Directory and services (Domain control) Users grouping and accounts and security policies.Trouble shooting and installations of local and network printersInstallation of all application software including all types of device drivers, sound modem and NIC cardsConfigure and Troubleshooting Outlook Express, M.S. Outlook.Configuring TCP/IP, DNS, DHCP, and Remote Desktop setting.

Maintaining and administering Internet cafe comprising of 15 computers.Configuring the computers for Internet.Configuring Proxy Server.Configuring & Installation of Application Software's & Antivirus.Troubleshooting of Network issues & Server problems.Managing the whole computer center network of computers